Glasgow, Scotland, United Kingdom
Currently working for ElevenLabs in GTM Europe managing strategix accounts. Significant experience in Customer Experience Consulting, Conversational AI, Contact Centre, CX Design, Contact Centre Operations, Customer Operations & Service Desk/Run.
Leading and managing a portfolio of strategic and enterprise accounts across the UK & Ireland, with a specialism in Conversational AI and ElevenAgents. Accountable for the full commercial relationship — retention, renewal, and expansion. That means owning the numbers, understanding how customers are getting value from the platform, and identifying where there's room to grow. Works closely with customers at a senior level to make sure they're set up for long-term success with ElevenLabs.
Leading a new function within the Vodafone Business Estate within the Global Service Desk (GSD). Responsible for leading the Global Service Transition teams operating over multiple geographies and opco's. Required to maintain and improve performance levels across delivery deadlines, project quality/audit checks, CSAT and early life failure reduction. Leading a team of Specialist roles operating over the following disciplines: Service Desk, Service Delivery, Customer Experience and Governance (ISO & Best Practice). Responsible for team performance delivering on outcome led deliverables on behalf of the GSD. Ensuring wider collaboration with the Vodafone Business functions focusing on company strategy and digital innovations. Responsible for challenging customer journey modelling, introducing "effortless" processes and driving customer experience through the introduction of value demand within the GSD. Ensuring wider collaboration with Vodafone's CSI, NPD, PMO, Dynamic Quality, Customer Success Management, Account Management, Digital Strategy, Service Design, Product Design, Capability Management and CPM teams.
Responsible for leading the Vodafone Business UK Service Desk servicing Vodafone's largest and most complex business customers. Customer estate spread across Vodafone's full product portfolio: DC, Fixed Line, SDWAN, Unified Comms, Managed Mobility, IoT, SaaS, Cloud, Hosting and Carrier Services. Accountable for the performance of all desk KPI's - RiSLA, MTTR, FCR, PCA, CSAT, TNPS, eNPS, P&L, operating budget etc. Responsible for leading and developing the local leadership team. Ensuring that the desk had appropriate resourcing levels and gradually reducing shrinkage to maximise operational performance. Maintained ISO certifications across 9001 & 27001, led on a series of BCM exercises between global centres. Led on the desk recruitment strategy, introduced new quality frameworks designed around systems thinking and value demand, highest staff engagement levels within Vodafone Business Commercial & Operations. Delivered on a series of strategic & tactical initiatives to align with wider exco focuses. Introduced new Customer Experience Specialist roles designed to challenge company frameworks and create a true "customer first" experience. Global Stakeholders & Client Support - Collaborated with various Customer Success Management & Account Management Teams to ensure service levels remained in line with customer and contractual expectations. Delivered on joint strategies within the Global Service Desk (GSD) with fellow global leaders across various geographies to maintain standardisation and support future growth. Focused on "step left" activities by absorbing more technical process & support mechanisms from centres of excellence. Drove client performance by working with project teams and 150+ global suppliers and partners. Acted as a senior escalation point for all Vodafone hero products for both clients and opco partners within the Vodafone Group.
Responsible for UK Service Desk performance for a leading utilities client across a fixed line estate. Accountable for the performance of all desk KPI's - RiSLA, MTTR, FCR, PCA, CSAT and TNPS. Client Relationship/Global stakeholder management - Acting as the customer's interface into Vodafone at an operational level using unique relationship management to improve year on year performance. Strong requirement to collaborate with global suppliers to ensure that incident and service request management flows operate to client interests. Driving CSI, employee engagement, operational efficiency, product and service onboarding, service reviews, client transition and migration, impacting change and process improvement. Collaboration with the wider leadership community to deliver on strategic initiatives and KPI performance.
Delivering on improvement mechanisms within an ITIL framework to support blue chip clients on fixed line technologies.
Senior sales and product knowledge in high street retail.
Sales and customer service in high street retail.