Customer Success Director @ From May 2015 to Present (8 months) London, United KingdomGlobal Director of Customer Service @ Move CS from an outsourced solution to dedicated in-house teams Global CS team across 5 sites (and growing) Build and grow team inline with business needs and double digit growth Investigate and implement 3rd party solutions Build relationships across boutique network Launch VIP service Process improvement via Kaizen Build and launch style advice team Global budget responsibility From December 2012 to April 2015 (2 years 5 months) London, United KingdomHead of Customer Service EMEA @ Responsible for overseeing all aspects of service and operational support for the network of regional distributors Manage and review outsource solution for online business and made recommendations with regards to future needs Develop and maintain customer service policies and training Work closely with production and quality teams, giving consumer and distributor feedback on specific lines and issues Oracle on demand implementation across sites Provide MI CS Managers across European 3 sites From May 2012 to December 2012 (8 months) London, United KingdomHead of Customer Service Europe/ROW @ Team of 30 FTE covering 14 languages Review structure of EU team and implement change inline with business need Set up and ran additional Asian CS team ensuring 24/7 cover Review and implement GLOBAL changes across 3 centres Manage additional complex projects such as Runway to Reality Provide support to all Burberry stores, including franchise and joint venture Training and development of Customer Service Managers Review all current policy and process Implement new policy and process in line with growth and change with business needs Implement new cloud based telephony system in line with Salesforce CRM Identify talent within the department to grow and retain From September 2010 to May 2012 (1 year 9 months) Head Of Retailer Services @ Responsible for both the Retail and Consumer Market Liaise and support 800+ doors including Key Accounts Provide support and training to the US team Sales and MI information to the board and other departments Formulated new processes and procedures from an unformed department Recruited 5 new team members in 5 months due to business growth Involved in the set up of the new consumer website via third party provider Introduced metrics/SLA’s and training From March 2010 to September 2010 (7 months) SOP Manager @ Responsible for the Operations team for both Direct and Indirect Business Liaise with dealerships and third party re-sellers Support UK sales team for both Corporate and Direct Business Recruitment and Staff Appraisals Supply sales and management reporting to Board From September 2008 to March 2010 (1 year 7 months) Head Of Mailorder @ Responsible for the Operations and Customer Service Team as well as Reception Budgeted to achieve £9.5 million in revenues within mailorder Two direct reports ( Operations Manager and Customer Service Manager ) Setting up of remote mailorder hubs within store to maximise stock potential Budget responsibility for the department Increase revenue via cross selling and customer care Investigation and implementation of new telephony and CRM system From March 2008 to September 2008 (7 months) Customer Service Manager @ 21 strong customer service team Dealing with all orders for the UK, Ireland and EAME Management of day to day customer service Integrated MPS business into the Basingstoke facility Liaising with NHS Supplies and other 3rd party Distributors Close working relationships with Sales Force and Clinical Teams Part of the ERP Strategy team for Cardinal Health International Deputy Compliance Officer for the Basingstoke Site ( Including FCPA ) Staff Appraisals and Recruitment Revenue Recognition Issues and Sarbanes Oxley From December 2006 to March 2008 (1 year 4 months) Call Centre Manager @ Liaising with 110 stores Budget responsibility for department Restructured department in line with business needs Ensuring all KPI’s met, including handling time, abandon rate etc Increasing revenue via cross selling Liaising with 3rd party suppliers Recruitment and Staff Appraisals Worked on transformation of Website project From December 2004 to November 2006 (2 years) Customer Service Manager @ Ensure delivery windows are meet within season Provide financial reporting and spending statistics Ensure KPI’s are met Ensure all processes reviewed and revised to meet business needs. Liase with Italian office Credit control From May 2004 to October 2004 (6 months) Transportation and Support Implementation Manager @ Support roll out of consolidated warehousing and European SAP Project Ensure all transportation needs met across Northern European Branches Limit impact on “live” branches Work within European Budget Deliver cost savings Work closely with third party suppliers Worked across project office in Ratingen as well as EU head office in Dublin and 3rd Party warehouse in Nijmegan From 2000 to 2004 (4 years) New Proposals Manager @ Centralised financial services centre for dealerships Manage, train, develop and motivate staff of 16 Process all credit applications for the Rover Group Contact point for over 500 dealerships across Great Britain Implement new business systems and process Set up Rover Financial Services from scratch Validate and approve major marketing programmes From 1996 to 1999 (3 years)