Experience

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  Rac financial services

  Aug 1999 - Oct 2005

  Senior development team manager

  Led, developed and supported a team of Contact Service agents to consistently deliver results that meet or exceed all monthly operating, policy retention targets and agreed personal and team objectives.• Managed 45 sales agents - across three teams• Responsible for ensuring FSA regulations were adhered to• Set up customer complaints team to formalise processes• Expert in underwriting terms for customer exception cases

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  Tas software uk ltd

  Oct 2005 - Nov 2010

  Role involved assisting the Head of TAS and TAS Commercial Manager in planning, forecasting, targeting and running the business as well as monitoring and reviewing the performance of our commercial offerings and working with both the sales and commercial teams in implementing new or improved propositions.Key Achievements - Part of ‘online community group’ to re-design and implement ‘My Sage’ and make recommendations for integration with TAS website. - Produced in depth performance tracking of our renewal, sales and customer acquisition businesses highlighting risks, trends and opportunities. - Part of leadership team to define and operationalise the five year plan to ensure that double digit growth target is achieved or exceeded. - Produced annual budget / forecast for business using trend and opportunity analysis, ensuring the tie in between operational and commercial areas. Show less

  • Commercial / Operational Manager

    Jun 2009 - Nov 2010

  • Retention and Sales Manager

    Oct 2005 - Jun 2009
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  Sage uk

  Nov 2010 - Jun 2014

  Key contributor to the iservice strategy and owner of the ‘Service Evolution’ proposition portfolio, with creating choice of service for our customers being a priority. I was responsible for initiating, developing and implementing the Onsite Evolution short and long term strategy that grew the service from initial single service view to a multi-channel / Multi-level proposition. Worked and influenced across functions to create intelligent combinations of product and service that appeal to a wider customer base, to drive acquisition, upsell and expand into new markets Key achievements• Created the Onsite evolution strategy and through this grew and refined the proposition further resulting in exceeding all forecast revenue each financial year and totalling circa £5m in revenue to date whilst maintaining the business profit margin required. • Key member of the SageOne team to drive customer acquisition and unit sales by developing the SageOne club proposition.• Developing a suite of packages that focus on the customer state from growing to expanding their business. Utilising a start-up rebellion theme to have a strong presence across web and social media with the message "get the free tool and join the start up rebellion and ditch the business plan”.• Collaborating with Community Product Managers to create a standalone proposition and a pre start-up level to engage a wider audience to new channels and media to interact with Sage and its existing customers for vital business advice and networking opportunity. Show less (including 9 month secondment to Product Manager)To support the Services strategy by developing new innovative propositions, whilst releasing the potential of existing services to both new and established customers. To re-invigorate the channels with sound propositions and ‘go to market’ plans that sell the value of the services to the customer to compliment the service portfolio offerings and providing the customer with choice. Key achievements Developed and launched Sage Onsite Support, a premier level service which achieved £650k in its first year and Won ‘Sage Celebrates’ - the Customer Award 2012. Developed and delivered SageCover Online from strategy to implementation and on-going, providing a seamless end to end online service for customers and simplifying the experience to encourage repeat usage. Introduced new technology to customers via Webchat and dynamic menu options Created and delivered Single User Package proposition to take advantage of a new market opportunity. To date conversion rates and revenue doubled for this product line and is a key revenue driver for Services and Retention sales  Driving force behind Sage Backup pilot, from defining the requirements for the API and modelling the customer experience through the web portal to managing internal and external stakeholders. Lead the partner negotiations through Sage due diligence processes and using my commercial conscious made the difficult decision to terminate the pilot.  Successfully implemented a Webchat pilot for Payroll Year End to trial new ways of servicing customers through new technology to increase customer experience and customer service resource efficiency. Show less

  • Product Manager

    Mar 2013 - Jun 2014

  • Commercial Development Manager

    Nov 2010 - Feb 2013
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  Sage

  Jul 2014 - Jul 2016

  Product marketing manager

  Commercial owner and accountable for the Sage Accountants Network and Accountant Partners for UK and Ireland. My role is responsible for delivering products & service propositions to market, managing these propositions across their lifecycle to meet and exceed the needs of our customers, and enable us to stand out in the marketplace. Identifying opportunities based on market, customer and competitive research to create multi-year proposition strategies and roadmaps, and work with the technology and marketing teams to ensure successful development and delivery to market of these propositions. An ambassador and known expert of Accountants, being their voice and communicating to the business to ensure priorities are understood Key achievements • Created, designed and implemented the long term strategy and vision for Sage Accountants - using Macro and Micro insight and business industry reports to determine approach and recommendations• Transformed the Sage Accountant Partner programme to reflect and address current and future needs of our Accountants and reinvigorate the advocacy of partners for recommendation and resell• Creating new channels / routes to market by introducing Sage Reward programme into the Accountants segment which supports and is a key driver for sell through revenue growth for the channel and establishing new partnerships• Successfully negotiated, lead, designed and implemented three technology platform changes into the Accountancy channel to automate and simplify current customer pain points and increase customer value in proposition• Owned the delivery, project management and design for the Sage Business Community for Accountants as part of the Global Services work stream• Introduced 1100 Accountants in the first year and accelerating that growth beyond these figures for this financial year• Sage commercial representative in multiple face to face events, seminars, focus groups, trade shows for Accountants and Bookkeepers Show less

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  North yorkshire county council

  Aug 2016 - Jan 2018

  Commercial manager (nyes)

  Commercial lead for 30 traded services within the educational sector of North Yorkshire County Council, responsible for owning the product and service portfolio to introduce and develop new offerings and maximising existing product lines to meet the needs of customers now, future customers and changing market requirements. Developed and implement 3 year Commercial strategy using external, internal research, market knowledge and commercial rigour to build a solid plan for growth, supporting activity and a timeline for stakeholders and teams to progress. Consult and support services to become traded and guide through commercial planning and advise on service development, adapt existing services to reach new markets, or retain market position against competitors. Leading and driving the ambition to expand into new geographies and reach new customers, whilst expanding the existing base to continually grow in revenue, profit and service uptake. Support and define the pricing strategies for key services to ensure competitive advantage is achieved and a value based cost approach is undertaken Management of the marketing team to develop and implement marketing strategies to support and promote the existing services, new product launches and build brand awareness in new areas of market penetration Create bundles and relevant offerings to key target markets from the product/service portfolio to encourage cross service uptake and provide a full solution to customers across service providers Show less

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  Atom bank

  Jan 2018 - Nov 2022

  Senior product manager

  Responsible for all aspects of the proposition – product design, pricing, customer journey/core processes, regulatory/compliance adherence, TCF and risk management. Drive development of exceptional products from ideation through execution while working closely with engineering, design, and various customer-facing teams.Using customer insight, expert sector knowledge and market opportunity to inform decisions to achieve strategic goals.

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  Freeagent

  Jul 2024 - now

  • Senior Product Manager - Banking integrations

    Nov 2022 - now

  • Head of Product Operations (Interim)

    Jul 2024 - now