Stephanie Kent

Experience

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  Pareto Law

  Jun 1999 - Feb 2002

  Recruitment consultant
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  Vodafone

  Feb 2002 - Apr 2013

  • Industry Development Manager

    Aug 2011 - Apr 2013

  • Account management

    Feb 2002 - Aug 2011
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  Vodafone Global Enterprise

  Apr 2012 - Apr 2015

  Executive Engagement manager
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  Trinity Maxwell

  Jul 2015 - Jun 2018

  Project Manager

  Owned operational strategy and team development to elevate service delivery and customer success within the business telecommunications sector. Initiated and established key roles and services, optimising internal processes and customer engagement.Key achievements• Strengthened service delivery by automating alerts and overhauling the customer lifecycle journey through CRM, resulting in reduced manual interactions and improved customer engagement.• Designed and implemented onboarding process, including recruitment and training of a dedicated Onboarding Manager, reduced customer churn from 9% to 5% and established a competitive USP.• Introduced in-house phone repair service after conducting market research and competitive analysis, managed venue logistics; achieved 100 repairs monthly and generated £5k revenue per month within six months. Show less

• 

  TWISTERNET LIMITED

  Jun 2016 - Jul 2018

  Investor

  Investor in Twisternet, we make the world's first portable pop up tennis net. 3m net, pops open, easily portable and also doubles up as a rebound net.

• 

  Spotler UK

  Jan 2018 - Apr 2024

  AI-powered marketing automation and lead generation software provider, serving 3000 clients across 8 European countries, with an annual revenue of $73 million. Simplified customer service structure and strategy, leading the integration and onboarding processes for 16 acquisitions. Chaired cross-functional efforts in system modernisation and strategic partnerships, raising operational readiness and revenue potential.Key achievements• Led migration of 283 clients to new Mail+ system, generating £1.3M in annual AWS cost savings; developed onboarding portals and training to boost service delivery and client adaptation.• Restructured support into 7 specialised sub-teams, growing from 16 to 37 members across 3 countries; strengthened customer onboarding through devised responsibilities and processes.• Initiated customer advocacy program, employing predictive analytics to identify at-risk customers, which boosted NPS from -5 to +23, stabilised CSAT at 94%, and reduced churn from 17% to 10%.• Modernised support system with Zendesk and AI-driven bots, reducing monthly ticket volume by 20% from 1.3K, strengthening operations to cut headcount needs, and saving £12K annually.• Launched a strategic partnerships program, driving MRR from £24k to £49k per month by spearheading partner events, enhancing network relations, and implementing incentive schemes. Show less Executed the strategic merger of Spotler UK with Pure360, driving integration across financial, operational, and customer service functions. Led critical financial discussions and strategic planning with the Group board, securing profitability and sustained company growth.Key achievements• Steered Spotler UK and Pure360 merger, integrating systems and teams; boosted turnover to £11M and increased EBITDA by 8%, transitioning Pure360 to profitability within a year.• Directed a £140k marketing budget, coordinating PPC, SEO, and event initiatives to align with group financial goals, ensuring adherence during a pivotal transition period.• Revised contract terms and integrated support services, leading to a reduction in annual churn from 28% to 10% and enhanced customer satisfaction through proactive review calls.• Standardised compensation by implementing a Group-wide Salary Framework and introduced 'Dialog' for personal development, enhancing employee engagement and facilitating career growth. Show less

  • Customer Service & Partnership Director

    Jun 2018 - Apr 2024

  • Acting Interim UK Managing Director

    Jul 2021 - Jan 2023

  • Customer Services Manager

    Jul 2018 - Jan 2019

  • Internal Recruitment Manager

    Jan 2018 - Jul 2018
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  Creative ITC

  Jun 2024 - now

  Head of Customer Advocacy