Example #1: Performance Development
In this challenging change programme my executive remit was to turnaround and develop the capability and performance of a multinational operating division employing 1,800 staff across multiple sites in Belgium, Netherlands, and Denmark. This role had full P&L accountability to €100M.
From a starting point of chronic employee relations, service delivery failure, client dissatisfaction, and negative financial performance, I led the transformation of a loss-making business to double-digit EBITDA by successfully completing a significant restructuring programme reducing headcount by 50% and negotiating with multiple trades Union in a Collective Bargaining arrangement; converted negative client relationships and increasing net promoter score (NPS) and C-Sat across the client portfolio.
Example #2: Performance Development
Senior client facing account management remit to develop the customer proposition for a strategically important telco client account employing 1,000+ FTE across multiple UK sites. This role had P&L accountability to c£70m.
From a position of protracted chronic service delivery failure, significant client dissatisfaction, and poor financial performance, I led a dysfunctional, under-performing, multi-disciplinary international team through multiple phases of complex change needed to transform the customer service proposition into the world class service it became. This involved the turn-around an under-performing business, reducing costs by 35% and converting significant operating losses to 23% EBITDA, while improving customer experience to 95% RFT, increasing NPS, and delivering service levels well beyond contractual obligations.
Example #3: Performance Development
In a small, innovative professional services business – designed and developed automated digital web applications and bespoke workflow/document management systems supporting regulated consumer complaints about financial services products.
Created a new model (legal services firm specialising in civil litigation) enabling the client to reduce direct costs by 70% while improving compliance and customer satisfaction.
Designed and developed a fully automated e-Commerce portal linking the retail cusomter directly to inventory, logistics and payment systems.
Example #4: Turnaround
In a complex manufacturing company – turned-around an under-performing business acquired from an administrator within three months with limited working capital; improving profitability from loss to 9% NPBIT within Y1; developing new products and securing multi £M new sales contracts with major international OEMs/contractors.