Crowthorne, England, United Kingdom
Experienced and results-driven operations leader with 25+ years at Nielsen, specialising in data management, people leadership, and process improvement. Proven track record in managing cross-functional teams, ensuring high data quality, and driving operational efficiency. Skilled in client relationship management, training, and performance monitoring, with a strong focus on delivering accurate, timely, and customer-focused outcomes. Recognised for building engaged teams and leading successful global projects across the UK and India.
Managed a team of 8 administrators and 40 data entry staff in the UK and coordinated efforts of the Operations team in India. Overseeing the capture of more than 2.3million adverts from newspapers & magazines per year, with continuous mentoring and training to ensure accurate, complete and timely data for customers. Achieving yearly accuracy averages of 98.8% and 99.9% on time delivery over the last 5 years. Continuous customer satisfaction resulted in the retention of £14.3 million in revenue per annum. Developed excellent customer relationships inside and outside of Nielsen dealing with negotiation, accountability and complaint resolution through Salesforce. Averaging 99.8% of customer complaints dealt with in under 24 hours. Continuous monitoring of team KPIs, to maintain focus on productivity, quality & delivery. Improved workflow procedures for ‘Ad Vouching’, removing antiquated processes and working closely with the client to optimise delivery and reduce processing time by 75% saving £17,724 per year. o Talent Management fostering a culture of continuous learning and cross training to improve workforce competency levels. Mentoring, supporting and listening to the team to ensure an engaged and productive workforce. Result measured in the annual Nielsen Satisfaction survey; I scored 100% employee satisfaction as the team’s manager every year for the last 15 years. Project collaborations; Offshoring & Reshoring work to India. Database Transformation. Working with DFS, Sky, Tesco & Samsung to deliver bespoke Value Added projects. 2012 Olympics Ambush Marketing. Liaising Directly with LOCOG, providing timely reports.
Sidestep role due to Operations reshuffle. Managed a team of 4 full time and 8 part time data entry specialists, capturing recruitment advertising from multiple media sources. Quality Control the data. Liaising with clients and dealing with complaint management. Performance management within the team and capturing KPIs.
Managed a team of 8 people checking quality of data being produced across all media types. Working closely with the data managers to improve overall quality with feedback and training plans. Liaising with adveritsing agencies to source campaign information allowing us to attribute advertiser, ad spend and creative information for the annual Campaign Magazine top 100 agency ranking. Offshoring work to India. Travelled to India three times over 18 months, setting up a new operations team, working with TCS to offshore data entry. Created training plans, workload schedules and hands on with training. In the UK intense quality control. Ongoing detailed feedback and performance management. Building solid relationships across boundaries.
Same Day Courier for local and UK wide deliveries.
Trainee recruitment consultant.
Coordinated multiple data entry staff capturing advertising information from Regional Newspapers. Multiple delivery schedules each month. Attention to detail required to check and validate reports.