About Me
Commercial & Operations leader with over 30 years experience within FMCG, SaaS and Construction sectors focussed on driving pan-regional client relationships and exceeding financial targets, enhancing company-wide processes, systems, and data utilisation to empower teams and support strategic decision-making. With expertise in customer support, data-driven marketing, and process improvement, enhancing team collaboration to solve cross-functional challenges, leveraging data analysis and business intelligence to drive continuous improvement and growth.
Education
University of Northumbria At Newcastle 1992
HND Business & Finance
Buckinghamshire College 1990
OND Business & Finance
Royal Grammar School 1988
GCSE
Work & Experience
Country Supplies 04/05/2021 - 08/30/2024
Head of Business Planning & Information
Created, enhanced and maintained company-wide processes, KPIs, systems and data sets to be used efficiently and effectively by the workforce, whilst allowing the management to make strategic decisions that result in business growth. In addition, led the Marketing and HR functions. Key Achievements: - Increased retail sales by 15% as a result of introducing a product segmentation, streamlining the assortment, and changing the space allocation and placement. - Increased digital sales by 25% as a result of implementing the new product segmentation, updating the imagery and text, and minimising the clicks required to improve the customer experience. - Increased the operational efficiency for order fulfilment, resulting in time savings of 20%. - Created and embedded a new management structure, introduced competency-based role descriptions, and implemented a new tiered remuneration framework covering base salary, formalised over-time, and performance-based bonus. - Formalised the budgeting and forecasting processes, and associated BI reporting to track progress against the plan.
Profitero 01/07/2019 - 08/28/2020
Vice President of Customer Operations
Lead the, newly created, Customer Operations function from the deployment of SaaS tools and analytics to new clients, to ongoing support of the existing client base, across the EMEA, APAC and North American regions. Key Achievements: - Created a new Customer Operations global organisational structure, including defined levels of role, remuneration framework and values-based core competencies; recruited all vacancies to complete a team of 21. - Embedded a data driven mindset including KPIs and SLAs, which were exceeded within the first 6 months. - Delivered time savings of 50% for new tool enhancements through the creation of a continuous improvement plan.
Profitero 02/05/2018 - 01/04/2019
Account Director EMEA & APAC
Led a team of Account Managers with commercial ownership of a portfolio of global manufacturers and retailers across the EMEA & APAC regions. Key Achievements: - Delivered $5m in ARR, whilst exceeding the financial KPIs for client growth and retention. - Implemented a new structure to drive consistency in the account management ways of working, and recruited additional team members to ensure a full complement was in place; in addition, there was 0 churn within the team. - Promoted to newly created role of VP of Customer Operations on the Senior Leadership team.
dunnhumby 10/03/2016 - 07/28/2017
Director of Sales & Marketing Operations
Lead Sales & Marketing Operations, focussing on improving global CRM data quality, integrity, usage, reporting, and business intelligence. In addition, defined and deployed the Global forecasting and budgeting processes, and associated WOW between the regional and central teams. Key Achievements: - Delivered continuous solution improvements to drive user effectiveness, including integrating additional systems. - Increased data volume and accuracy processes, to enable better business decisions and facilitate more effective global rollout.
dunnhumby 05/05/2014 - 10/03/2016
Global CRM Programme Director
Lead the global CRM project, as part of the Business Services Transformation Programme, incorporating Oracle Marketing Cloud, Sales Cloud, CPQ Cloud and full integration into Fusion ERP Cloud. Key Achievements: - Delivered phase 1 country scope (UK & Ireland) on time and within allocated budget. - Developed global sales processes, and data point capture, based on diverse local needs. - Delivered world class functionality integrating CRM, ERP and HCM components.
dunnhumby 05/06/2013 - 05/02/2014
Commercial Operations Director
Lead the Sales & Marketing operations plan for the UK, including New Business and Trade Marketing teams. Key Achievements: - Exceeded new business budget requirements, and delivered 59% growth YOY. - Delivered trade marketing plan to support the commercial organisation, spending 70% of the budget. - Created, and embedded a new forecasting and business planning process, and delivered a new category aligned structure.
dunnhumby 03/01/2010 - 05/03/2013
Commercial Director - UK
Lead a team of 15 Account Managers with commercial ownership of a portfolio of 120 clients across all FMCG categories. Key Achievements: - Exceeded budgetary KPIs by 6% and delivered growth of 27%, delivering £4m ARR. - Restructured the team to ensure closer ways of working with our retailer facing teams.
dunnhumby 08/04/2008 - 02/26/2010
Commercial Director - Ireland
Lead the Ireland operation with a team of 20 people and deliver against financial targets, plan for future growth, whilst driving maximum efficiencies and alignment with the UK Retail and FMCG client operations. Key Achievements: - Delivered 200% of the contribution target, despite client revenues falling by 30%. - Restructured the team, after a headcount reduction of 35%, to continue to meet client expectations whilst maintaining internal motivation. - Demonstrated there was a need for a continued local presence in the Irish market, and challenged the request to integrate the team into the UK operation.
dunnhumby 04/02/2007 - 07/31/2008
Head of CPG Training
Responsible for developing and launching a new CPG Training proposition on how to work more effectively with Tesco. Key Achievements: - Launched the proposition, using in part, a third-party agency, at 50% of the cost versus internal resources. - Produced marketing collateral, the format of which was adopted by all other propositions. - Created a business-wide contact database.
dunnhumby 03/06/2006 - 03/30/2007
Head of Shopping Experience Propositions
Led the proposition team (16), responsible for developing new IP to drive profitability. Key Achievements: - Developed, and launched new Promotions and Availability propositions. - Introduced new pricing strategy for The Shop, the main continuous tool for dunnhumby clients, As a result, there was a 48% increase in existing client annual revenue, and with addition of 22 new clients, versus a target of 15.
ACNielsen 06/07/2004 - 02/28/2006
International Client Director
Lead the strategic relationship with one of the top FMCG pan-European clients worth €8.5m, across 29 countries. Key Achievements: - Lead the strategic direction, and co-ordination, of the local markets for the Western and Eastern European tender process and contractual negotiations.
Cereal Partners UK 01/06/2003 - 06/30/2004
Category Development Manager
Lead the Category Development team to deliver profitable growth to the Customers and CPUK, whilst ensuring the Shopper and Consumer needs were continually met through Promotions, Range & Assortment, Merchandising and NPD launches. Key Achievements: - Successfully defended all SKUs under threat during range reviews, and achieved distribution targets for all NPD.
Cereal Partners UK 02/05/2001 - 12/31/2002
Customer Marketing Manager
Responsible for managing a promotional budget in excess of £5m covering Asda, Somerfield and Kwiksave; deliver against internal volume, spend and profit targets, as well as deliver the Asda Joint Business Plan. Key Achievements: - Asda doubled in size YoY and became the second largest customer, within budget trade spend, through succesfully implementing 3 major Branded NPD launches, and the listing of 4 major SKUs that were incremental opportunities for CPUK.
Allied Bakeries 03/06/2000 - 02/02/2001
Business Development Manager - Sainsbury's
Lead an integrated team approach to Category Management process and principles within Sainsbury's and AB, to maintain lead supplier status. Key Achievements: - Identified opportunity gaps in Sainsbury's bakery range, launching a range of Branded Bakery Snacks and developed Retailer Branded products to fulfil those opportunities.
Allied Bakeries 03/01/1999 - 03/03/2000
Category Manager
Responsible for promoting Category Management process and principles within Allied Bakeries and with all the major grocery retailers. In addition, lead the data strategy to support the delivery of insights to all customers. Key Achievements: - Successfully delivered the new data strategy, obtaining incremental funding from the board; this allowed AB to play a key role in Category Management processes with Tesco, Asda, Sainsbury's, Somerfield and Kwik Save, and successfully gain Category Partner status, and Retailer Brand sole supply.
Information Resources 11/07/1994 - 02/26/1999
Account Manager
Responsible for managing a team to deliver and grow a client portfolio with in excess of £1 million. Key Achievements: - First team to deliver financial KPIs, through new promotion evaluation insight and advance reporting, based on client needs. - 2 Promotions.