Greater Sheffield Area
29 years in CRM as a Customer, vendor, partner & consultant. Now I lead CRM & AI services at The Whole Group. My focus now: helping revenue and customer leaders figure out what AI can actually do for their business. Most companies I work with know they have problems — service costs are too high, churn is hard to predict, growth opportunities are buried in customer data. What they lack is a way to quantify these problems and a clear starting point. I help them get specific. Size the opportunity. Cut through the hype. Build something that delivers measurable results. I specialise in ServiceNow for customer operations — revenue growth, retention & service efficiency. If you’re trying to make sense of what AI can do to impact Revenue and Service for your business, happy to have a conversation.
• Driving CRM & AI-first revenue and service frameworks utilising ServiceNow and Anthropic. • Collaborating with customers to accelerate time to value through innovative CRM & AI solutions. • Leveraging ServiceNow Now Assist and AI Control Tower to drive transformational change in a scalable, governed manner. • Specialise in CRM, integrating AI, data, and workflow for enhanced operational efficiency.
• Outbound product manager for Service Cloud & EMEA regional product executive. • Trusted advisor to CxOs, Impacted $250m+ of won opportunities. • Led a new product introduction (NPI) for Service Cloud Voice across EMEA and ANZ. Delivered one of the fastest-growing products in Salesforce’s history on a path to $100m ACV within 3 years. • Identified an opportunity to bolster existing products with new technology to manage data via verifiable credentials. Devised the strategy and closed a significant M&A deal. • Supported deal lifecycle and value realisation in close collaboration with global teams. • Actively engaged with key partners and customers to improve awareness and adoption rate • Ran internal/external enablement, and customer engagement/feedback via advisory boards.
• Led IoT cloud business development across EMEA. Grew customer numbers and annual contract value (ACV) by leading go-to-market in EMEA, closing significant $m+ deals with large global corporations. • Positioned Salesforce IoT to CxO's as part of connected customer company strategy, evangelising products internally and externally. Created proof of concepts by engaging with solutions engineers and customer success groups. • Enabled Systems Integrator (SI) and tech partners.
• Coordinated with CxO's to identify specific transformation challenges and manage processes, encompassing ideation, discovery, technical reviews, road mapping, and value analysis to resolve issues. • Served as the first member of the team in EMEA and successfully ran the first EMEA project in the Netherlands. • Instrumental in delivering one of the largest EMEA deals in 2014, around $30m total contract value (TCV).
Governor at WIckersley School and Sports College, part of the Wickersley Partnership Trust with 2300+ pupils. We aim to send all young people into an ever-changing world able and qualified to play their full part in it.
• Created EMEA Salesforce practice and won first deal at company CSC - previously lost major outsourcing contracts enabling to open conversations again.
• Founding director • Cultivated strong relationships with Salesforce.com and represented at numerous Salesforce events, as well as attended analyst meetings.