Experience

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  Bt

  Sept 2005 - Jun 2021

  Leading the customer value proposition strategy, roadmap, development and launch across BT Enterprise segments from SME, Corporates, Public Sector to Wholesale. Through deep understanding of customer needs and market positioning - increasing ARPU, developing new revenue streams and increasing market penetration through value creating and differentiated customer propositions. Managing extensive multi-channel, multi-product portfolio across BT and EE brands (circa £5bn annual revenues).BRILLIANT TEAMEstablished new Propositions function, built team of 90 from ground upExtensive and diverse talent recruitment and retainmentDeveloped centre of excellence, creating new customer first proposition development and go to market framework, training and methodologiesHigh energy, high performance, and customer focussed culturePROPOSITION STRATEGYDeveloped proposition vision and strategy, clear market segmentationAligned proposition plan and go to market strategy for each segment, 0 - 10 year planShifted business focus from product to solution and outcome based propositionsIntroduced new vertical focus for high opportunity vertical segmentsStrong growth plan for new and adjacent markets e.g. Cloud, Security, IoT, HealthPROPOSITION LAUNCHES100+ propositions created and launched, spanning multiple markets, enhancements, channelsIn addition to planned roadmap, react to latest market conditions and opportunities with new focus on homeworking, flexible worker, and collaboration propositionsCombined incremental EBIT £100m+ EBIT contribution over 2 yearsFirst to market with 5G in the UK with EE brand, meeting ambitious value targetsFirst to market with Halo for Business, exceeded target by 75%, doubling of market share for voice over IP in segmentSuccessful entry into Cloud and Security markets, multi million incremental business contributionWon Best Business Solution 2019 for 4G Assure (ISPA)Won Outstanding Innovation in Small Cells 2020 (Small Cells Forum) Show less Leading Fixed, IP & Converged Portfolio Strategy, growth roadmap + differentiated propositions for Broadband, Calls & Lines, Networking, VoIP and Mobile. Aligning propositions to future product roadmap for a large multi-channel portfolio (circa £1 billion annual revenues) and incorporating 200+ product line and multiple launches per quarter.BT SME PROPOSITIONS & PORTFOLIO STRATEGYDeveloped differentiated market leading value propositions (USPs & launches) Senior-level stakeholder engagement; all areas of strategy / future proposition roadmapTranslating valuable insights into viable propositions (clear articulation of customer needs)Innovative solutions + supplier partner collaboration to exploit gaps / market opportunities Leadership skills / developed high performance team; new ways of working (changed culture)Talent / coaching (up-skilling) and empowering individuals to foster collaboration + innovationGO-TO-MARKET STRATEGIES & PROPOSITION LAUNCHESLeading go-to-market strategies, USPs / new proposition launches + market positioning Business cases, pricing, key segments, marketing campaigns (messaging + communications)Increased sales channel engagement across multiple product groups; sales training needs Timings, schedules, kick-off meetings, communications + future product innovation roadmapMarket analysis (i.e. competition, key trends, segmentation); useful sales channel feedbackMarket research, data analysis + competitor activities / benchmarking (i.e. regular updates)GROWTH STRATEGY (HIGH IMPACT RESULTS) Achieved impressive rapid growth in strategic future products (Fibre, IP & BTnet)Grew Fibre Broadband (BB) base from 26%% to 56% (nearest competitor at 30%)Grew BB acquisition ARPU (new Fibre Mix, Proposition, Pricing & Commission Strategy)Market share increase (+1% Broadband; BTnet +2%); IP (doubled market value) Show less Managed Portfolio Strategy for Calls & Lines + Value Added Services (£0.5 billion annual revenues). Achieved +2% market share growth + introduced strategic new platform for Value Added Service Propositions.BT PROPOSITIONS & PORTFOLIO STRATEGYManaged portfolio strategy for BT Fixed Portfolio including Value Added Services, Calls + LinesSecured investment for and delivered new SaaS platform with AppDirect.Managed strategic suppliers and application vendors to launch number of new services including O365, Mozy Back-up, McAfee, Symantec, website services. 100k+ subscriptions on platformReduced time taken to introduce new services from 2 years to 9 monthsSimplified (refreshed) portfolio structure + first to market Call Essentials (Unlimited Calls)Up-sell campaigns; customer retention strategies (reduced competitor churn by 10%) INNOVATIVE PROPOSITIONS & GO-TO-MARKET STRATEGIESSign-off for launch propositions, marketing campaigns + promotions (offers)Led sales channel engagement + go-to-market plans (cross-functional plans)Led close collaboration with Sales, Marketing, Commercial & Product TeamsCustomer insights, briefings, communications + USPs / marketing messages Show less

  • Director of Propositions (BT ENTERPRISE) | BT GROUP PLC

    Dec 2018 - Jun 2021

  • General Manager, Propositions (BT SME) | BT GROUP PLC

    Jun 2016 - Nov 2018

  • Head of BT Propositions (BT Business) | BT GROUP PLC

    Nov 2012 - May 2016

  • Senior Propositions Manager (BT Consumer, Cross-Portfolio) | BT GROUP PLC

    Mar 2012 - Oct 2012

  • Senior Manager, BT Propositions (BT Consumer) | BT GROUP PLC

    Mar 2007 - Feb 2012

  • Commercial Analyst (Finance) | BT GROUP PLC

    Sept 2005 - Feb 2007
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  Three uk

  Jun 2021 - now

  Director of business propositions & marketing

  One of four strong leadership team to bring Three UK into the B2B market as the fourth & final MNO in a saturated and mature market. In 4 years from a standing start delivering: 15x growth in customer base & margin, strides in brand awareness – and awarded the Best Network for Business - two years in a row. Achieved through a clear vision, make-it-happen attitude and an incredible team. BRAND POSITION & AWARENESSAwareness up considerably in 2 years through distinct brand positioning, cut through of campaigns and targeted media. Personally represent Three Business in the market as the external face of the brand through analyst engagement and industry thought leadership.NEW DEMAND GENERATION & SALES ENABLEMENTSales leads up 90% in 2023 through effective customer acquisition strategy targeting the right customer, with the right comms, at the right time, through the right media, with a message that cuts through and a GTM approach that lines up brilliantly from marketing through to sales.VALUE PROPOSITIONCreating opportunity by turning traditional concepts on their head with a simple, focussed and highly competitive offering fit for the target market and macro environment that truly takes account of what customers want – great product, great service and great value.CUSTOMER VALUE CREATION & RETENTIONMarket leading competitor churn rate with a segmented and personalised CRM strategy with significantly higher than benchmark campaign engagement and conversion rates.TEAM MANAGEMENT99% employee engagement rate, smashing through global best-in-class benchmarks through clear purpose, objectives and empowering my team with the tools, investment and backing they need to do their jobs brilliantly. Show less