John Giddings

Experience

• 

  Newsquest Media Group

  Oct 1987 - Apr 1997

  Manager
• 

  Sitel Group

  May 1998 - Sept 2000

  National Training Manager
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  Blue Sky Consulting

  Oct 2000 - Sept 2005

  Principal Consultant

  Working with clients among a variety of sectors, including Inbound and Outbound Sales Operations, Customer Service Departments, Emergency Services/999 centres for the Police and Ambulance. This has meant that experience; learning and knowledge have been assimilated from working in 80 different businesses. Responsibilities and successes have included:o Operational and Strategic Reviews of Business Unitso KPI’s and Performance Management Programmeso Management Development Programmeso Customer Service and Sales Improvement Programmes Show less

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  Springboard Consulting

  Sept 2005 - May 2007

  Owner

  Set up own limited company specialising in performance improvement programmes. The work carried out with the Notting Hill Housing Field Sales team was awarded a World of Learning Award due to the innovative approach and return on investment that it produced. (Increasing sales by 10%)

• 

  Virgin Atlantic

  May 2007 - Jan 2013

  General Manager of Contact Centre, Customer Relations and Baggage Services

  Responsible for the strategic direction and operating performance of the Global Contact Centres, Customer Relations department and Baggage Service teams.8 direct reports -managed 28 teams including IB and OB Sales, Customer Service, Social Media and Web Chat. (Liverperson)Indirect management of teams in South Africa, Hong Kong and Japan.Developed Global Contact Centre Strategy.Management of 800 staff across 3 sites (C 2 UK in-house, and 1 Indian out-sourced) – included relocation of Indian Call Centre operations back to the UK, setting up a new site in Swansea.Increased sales conversion every year since took over the UK contact centre in May 2007. Show less

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  G4S Cash Solutions (UK)

  Feb 2013 - Jul 2014

  Director of Customer Services

  • Development of the Customer Service and Customer Contact Strategy• Design and implementation of the CRM strategy (salesforce.com)• Leadership of the Customer Service Centre

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  Blue Sky Performance Improvement

  Aug 2014 - Mar 2015

  Learning Director / Client Services Director (Interim)
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  Chill

  Feb 2015 - Jul 2015

  Director of Operations (Interim)

  Responsible for the development and performance of New Business (OB and IB), Renewals, Life/SME, Customer Service and Training and Quality teams. This included developing the Operating Structure, Grading Structure, Bonus Schemes, KPI and Performance Management Systems, Resource Planning and Campaign Management and Dialler strategy.

• 

  National Express LTD

  Jul 2015 - Dec 2015

  Customer Experience Director (Interim)

  Developed Customer Experience Strategy (Including Social Media)Performance of the Contact Centre, Customer Relations, Live Chat and Social Media teams

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  IKEA

  Jan 2016 - Aug 2017

  Global Operations Manager - Customer Support Centres

  Managing the Global Operations Manager Matrix and responsible for the development of 26 Customer Support Centres around the globe.Developed the CSC Operational Framework which represents what ‘good practice’ looks like within IKEA.Implementation of Operational Review process, that helps each Country to assess where they are against the Operational Framework. This review has taken place in Norway, Canada, China, Denmark, Belgium, Spain, Russia and Portugal. Each Country develops their own action plan and is supported by the Global team. Show less

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  ASOS.com

  Sept 2017 - Aug 2018

  Customer Operations Director (Global)

  Responsible for leading a team tasked with providing a 'best in class' service to the global customers. Servicing over 20M customers in a Digital (non-voice) environment for the UK, US, France, Germany, Spain, Italy and Russia.

• 

  AICPA

  May 2019 - Jan 2022

  Leading a team that are responsible for the development of the member experience strategy and the global performance of the member engagement centre operations in the US, UK, Malaysia and South Africa.

  • Vice President - Global Engagement Centres and Member Experience

    Sept 2021 - Jan 2022

  • Senior Director - Global Engagement Centre

    May 2019 - Sept 2021
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  ISC2

  Jan 2022 - now

  Vice President - Global Customer Experience