A dedicated, successful, collaborative and innovative customer management leader & consultant with background in sales, service, marketing, consulting, and a very strong track record in successful customer management programmes.

I have extensive experience of business and customer management and have particular strengths in researching, designing and delivering successful business & customer strategies and propositions for and with teams of major global organisations. I started my journey at BP, where I led various front-line operations teams and sales teams in Europe, helping implement new business strategies and propositions. I worked in cross-functional and multi-cultural environments from the outset. I was also responsible for developing the knowledge and skills base for the customer management professionals throughout Europe and designing and delivering the first pan-European CRM system and customer database for the BP business to business operations.

Moving to IBM in 1996 enabled me to develop more formal skills in consulting, facilitating and mentoring. I led the Financial Services solutions team, spending most of my time out with clients understanding their challenges, both strategic and tactical, with customer implementations and designing the most appropriate solutions for their needs.

I have now been working in consultancy for 21 years and run my own business for 17 years, always in the area of Customer Management and Customer Strategy. I have worked on more than 400 customer management projects worldwide. Much of my work has involved working with leaders of growing and successful companies or teams focused on customer success. I have built a very strong network of experts and contacts.

I have a keen interest and strong track record in challenging the organisation from the customer’s viewpoint and designing and implementing solutions that suit the style and culture of the organisation and brand. The key to success in these programmes has mostly been through the development of a successful team approach, ensuring people are on board and connected to the outcomes for the customer. I have designed and delivered a number of successful client training and development programmes to ensure that the organisations and teams become the pioneers of their own approach and the drivers of the future success for their customers. My team has been nominated by customer teams and shortlisted for the CIPD Best consultancy in 2016, 2018 and we were shortlisted in 2019 with the programme developed for Kingston Business School.

I have been working on undergraduate and postgraduate programmes as well as degree apprenticeship programmes and mentoring consultancy projects for students for the past 4 years. I deliver an innovative mix of teaching, workshops, practice, employer presentations, online learning and technical accreditation to enable students to gain key skills and achievements for their level of study.

In consulting I thrive in working on challenging programmes and cross-functional environments and have a passion for seeing people and businesses grow and succeed. I have a wealth of ideas and a keen interest in working with an exciting business and customer bases to make a tangible different to their success.