Claygate, England, United Kingdom
A senior General Manager and Transformation Executive with extensive experience across complex international publicly listed and smaller PE-VC backed companies across a number of sectors in both Offline and Online channels including; Retail - Fashion, Technology, Home, Sports & DIY, Telecommunications, FMCG and Consumer Durables. A natural innovator, strategist and entrepreneur, with the ability to meet and exceed short-term objectives whilst delivering enduring shareholder returns over the long term by consistently identifying and delivering new business strategies, operating models and transformational change. A proven record in leading, directing and managing large scale, end to end, high impact transformation initiatives across; + Omni-Channel and Digital retail + Commercial supply chains and logisitics operations + Manufacturing, procurement and services Creating value, enhancing profitability, improving business performance and creating competitive advantage whilst improving the customer experience and increasing employee engagement. Driven to deliver outstanding results through a relentless focus on continuous improvement, a ‘customer first’ philosophy, by inspiring teams to generate high performance and consistently aspire to be 'best in class'.
Appointed with the mandate to lead, mobilise and execute a large-scale Omni Channel Digital Transformation program (£160m investment) with the ambition to be an inspirational and relevant, digital first, relationship driven brand. • Strategy: Successfully crafted, developed and gained Exec sign off to a differentiated, customer centric transformation strategy. • Capability: Developed and implemented 8 core transformation initiatives; Content, Data, Personalisation, Loyalty, Assisted Service & Selling, Marketplace, Availability & Fulfilment and Mobile App. • Delivery: Introduced agile governance and lean cross functional squads to deliver the initiatives. • Revenue & Profit: Achieved £450 incremental revenue and £97 EBITDA ‘21-’24. • CX Optimisation: Improved C-Sat (+5%), Contact to Order ratio (-7%), Complaints per million (-48%). • Investment: Shifted to E2E Customer-Strategic prioritisation. Improved ROIC ratios from 6:1 to 12:1. • Innovation: Introduced rapid innovation initiative to unlock 3rd party technology step change. • People & Engagement: Recruited Transformation & Orchestration team. Integrated the team and delivery model into an agile cross functional matrix structure of c. 600 partners. Partner Engagement NPS score at 8.4 (+1.4 vs Partnership).
• Customer and Colleague experience - Improvement in off-line and on-line channels. • Strategy & Business Transformation – Crafting, stakeholder engagement, business sign off and program design. • Omni-channel innovation – Intelligent distribution solutions and frictionless touch points. • Technology deployment – RFID connected products, digitalised service and payment. • Operating model – European supply chain platform and Brexit risk management. • Program delivery – Program and project management, cross functional team delivery.
• Strategy, leadership & commercial – Sourcing, Manufacturing, Supply Chain and Logistics. • Customer experience – Delivery NPS, returns and product quality improvement. • Sourcing & Manufacturing reliability – Furniture and Homewares in UK, EU, & Asia territories. • Supply Chain & Logistics repeatability – Imports and 3PL execution for D2C 2-Man and 1-Man delivery.
• Leadership – P&L ownership and day to day management of the business with CFO. • Customer experience – Website, contact centre and ‘On The Drive’ improvement. • Distribution & Logistics – 3PL partnership and owned mobile van fleet. • Technology – Proprietary IP and white label partner configuration. • Fund Raising & Partnerships – Successful fund raise with Halfords as strategic partner.
In July 2015, Dixons Carphone signed a joint venture agreement with Sprint USA to open 500 ‘connected retailing’ stores. Contracted to support the start up phase of this joint venture; due diligence and strategic assessment, operating model design for supply chain and commercial services, partner sourcing, commercial negotiation, range design and implementation. Operating platform: Designed and implemented the end-to-end supply chain, mobile device insurance, buy-back & trade in services and accessories leasing operating models. Sourcing: Developed the criteria for an RFI and RFP selection process. Successfully co-ordinated the assessment and evaluation activities across 5 potential partners. Negotiation: Successfully managed negotiation process with selected partners. Improved commercial terms for the JV across three rounds of negotiation. Range & Proposition: Introduced a 220 SKU range across the product categories of Smartphones, Tablets and Accessories. Commercial: Developed the 5-year supply chain and services operating P&L with positive EBITDA contribution encompassing; Device insurance, Buyback & Trade In, Supply Chain & Logistics operating costs.