Experience

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  A1 comms ltd

  Sept 2003 - Aug 2018

  Promoted to Account Manager of A1 Comms’ Retail & Digital Phone Shop accounts, managing partnerships with ASDA, Sainsbury’s, Argos, Very.co.uk, and Hermes. Acted as a liaison between suppliers, brands, and consumers, optimising stakeholder needs and profitability across regions.- Achieved the first 100% EE Net Promoter Score and 90%+ audit standards in ASDA stores.- Created a stock audit process for £70k inventory, maintaining compliance across all units.- Reduced clawback to under 2%, meeting executive goals.- Set account strategies with the Head of Business Development and ensured compliance with industry regulations.- Delivered compliance training and briefed sales teams on new product launches to maximize impact.- Managed monthly POS strategy, range selection, and marketing, adapting to consumer trends.- Skilled in Microsoft Office Suite and Google Analytics. Show less Promoted to oversee standards and service delivery by emerging sales and business talent, playing a pivotal role in launching a new “phone shop” concession model that combined own-brand and retail strategies. Worked with partners such as ASDA, Argos, and Costco to establish the format and achieve revenue targets.- Launched 10 Phone Shop Concession locations over two years, each meeting revenue goals.- Trained 50+ staff in consultative sales techniques, boosting new business acquisition and customer retention.- Coached the UK’s top-performing sales team, earning incentives like a trip to New York.- Served as project manager for telecoms launch, overseeing setup and merchandising.- Ensured compliance, brand standards, and service excellence throughout the launch phase.- Delivered onboarding sales and process training for national partners and new sales talent. Show less Progressed from Sales Advisor to Sales Manager over an 8-year period with A1 Comms Ltd, excelling in telecommunications sales. As a well-regarded Store Manager, was selected to open the group’s first Orange franchised retail store in the UK.- Led targeted retail and business services in both native and franchise operations.- Accumulated 8 years of sales management experience in a fast-paced, target-driven environment.- Partnered with Orange to launch the first UK franchised retail location.- Expanded new business and customer contract opportunities.- Consistently surpassed sales and retention KPIs through a consultative, account management approach.- Promoted a full suite of telecommunications products, including mobile, broadband, and home services. Show less

  • Account Manager

    Oct 2013 - Aug 2018

  • Sales & Process Trainer

    Sept 2011 - Oct 2013

  • Store Manager

    Sept 2003 - Sept 2011
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  Lintbells ltd

  Oct 2018 - Mar 2019

  Account manager

  Recruited by Lintbells to drive market-leading health and wellbeing products for pets, owning the performance of the North East region as an Account Manager and Relationship Manager, driving growth through consultation. Promoting the full product range within a niche market, introducing the most viable and cost-effective solution to retail clients. Developing a compelling value proposition and supporting customers to achieve through-the-line sales.- Delivered account growth through personalised consultations with veterinary practices across the North East.- Collaborated closely with practices to enhance existing ranges and expand sales in leading lines. - Improved relationships with key accounts to work mutually benefical strategies that increased sales and volume.- Collaborated with top-to-bottom client teams to deepen the knowledge of products to support sales.- Experience of working with Salesforce CRM system and Microsoft Power BI Show less

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  A1 comms ltd

  Apr 2019 - Jul 2019

  National retail trainer

  Recruited back into the A1 Comms Group for expertise in telecommunications products, services and consumer strategies, specialising as a Process Trainer for all mobile phone contracts, networks and associated services. As the National Retail Trainer, responsible for delivering dedicated training to Key Account Partners including Samsung Experience Stores, Morrisons, Simple Phone Shops and Go Mobile. - Consulting with key partners to develop personalised training programmes and process knowledge sessions to enhance the value of product sales, focusing on marketing, consumer engagement, brand management and closing- Connecting to CPM Systems to devise and implement a New Starter Training Programme that enhanced in-store commercial success, OFCOM GC8 compliance and brand activation within own brand and partner phone shops. - Supporting the launch of new contract propositions within the Samsung Experience stores, projecting improvements in downstream marketing, sales and product activation at the consumer level. - Working with senior managers in Morrisons and Simple Phone Shops to develop dedicated training solutions that enhance sales enquiry conversion, customer retention, cross-sale, up-sale and renewal metrics. Show less

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  Phocas software

  Sept 2019 - Jun 2020

  Customer success manager

  A key role in maintaining customer relationships for a software-based Business Intelligence company serving diverse sectors. The role emphasises rapport-building, networking, and strategic thinking to drive account performance and client satisfaction.- Manage assigned accounts, focusing on proactively meeting client needs and technical requirements.- Use interactions to promote brand awareness, suggest relevant products and services, and increase account engagement.- Collaborate with partners, customers, operations, and development teams to fulfill services and address issues impacting client experience.- Leverage strong relationship management skills to engage decision-makers, overcoming objections with product knowledge.- Update client records in HubSpot CRM, logging interactions with detailed insights for future engagement.- Stay informed on market trends to ensure competitiveness and identify opportunities.- Conduct basic Phocas training sessions for clients as needed. Show less

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  Nbs | powered by hubexo

  Jun 2021 - now

  As Key Account Manager at the NBS, the focus is on building strong, long-term relationships with key clients within the specifier customer base, helping them maximise the value of NBS’s products and services. By understanding each client’s unique needs, the role ensures continued satisfaction and support.- Foster lasting relationships with key accounts, prioritising customer satisfaction and retention.- Engage with clients through regular check-ins, product demonstrations, and virtual meetings to better understand their needs.- Support clients in getting the most out of their NBS products, offering guidance on additional products, training, and consultancy when beneficial.- Keep accurate records in the Salesforce CRM system and provide reliable forecasting.- Stay informed about NBS products and industry trends to proactively identify opportunities that help clients succeed. Show less Dedicated to providing a first-class customer experience, embedding NBS software products and services across the construction industry. Ensuring a positive and professional presence to foster effective, long-term customer relationships.- Delivering Customer Success Management to ensure customers achieve a strong return on investment from NBS subscriptions.- Developing tailored Customer Success plans for each client to meet specific needs and goals.- Engaging in meaningful conversations to understand client needs, naturally uncovering opportunities to provide additional value.- Proactively addressing at-risk accounts to secure retention.- Maintaining high standards in customer communication and completing all related administrative tasks promptly.- Updating the Salesforce CRM daily with detailed records of client interactions, including calls, meetings, secured business, and key discussions.- Staying informed on NBS product advancements and industry trends to spot growth opportunities and deepen client relationships.- Supporting NBS’s global growth by nurturing international client relationships. Show less

  • Key Account Manager

    Nov 2024 - now

  • Account Manager

    Jun 2021 - Nov 2024