Alex
COO/Managing Director - UK - iCEO #80381

Experience

Proven track record of consistent contact centre, customer service operations & CX improvement, often succeeding in high pressure Leadership positions I transform Customer Experience, driving customer service, operations & contact centre innovation, digital & social media transformation, CRM best practice

Major Achievements

★Pioneered award winning digital & social media contact channels for leading airline. Reduced costs by 40%, improved NPS by 25% ★Delivery of high-touch, best in class luxury consumer experiences for Global Premium Whisky brand ★Masterminded award winning digital Customer Experience strategy creating a standout leader in global travel. Result: 99% of customers now say they would book again ★Transformed logistics sector; Pioneered real-time delivery tracking & proactive delivery messaging, winning multiple CX awards

Industry Sector Competencies

E-Commerce/Internet

Consumer Goods

Logistics

Financial Services

Leisure Industry

Professional Objectives

Function: Chief Customer Officer

Interim Manager: Yes

Permanent Position: Yes

Operational: Yes

Availability: Full time, part time

Prefered Locations: Flexible

Additional Professional Interests

Non executive director assignments

Countries Covered

Bahrain

Philippines

Singapore

UK

USA

Operational Competencies

Technologies to market (Professional)

Business development (Expert)

Acquisition and shadow management (Professional)

New product or service launch (Professional)

Geographical expansion (Professional)

Company rescue or turnaround (Professional)