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General Manager Operations Director

Work Experience

Interim Operations Director Global Internet Billing, retained in this role to manage the growth of customer service and operations as new Internet payment mechanisms were brought to market. Managed the billing operation, which currently produces payments for several hundred clients per month generated from premium rate access to the Internet. Restructured the department and purchased a customer service operation for integration into main business. Made significant impact on business in short time and significantly improved customer satisfaction levels.

2000 Sales and Marketing Manager Electralink – Joined ElectraLink to establish a proactive Sales and Marketing organisation to grow move ElectraLink into new markets. The role required Brand management, advertising, and liaison with regulator and industry groups. Utilised MBA skills to develop strategic plan for new market entry and business plan for growth.

1999 Managing Director Phone Care Products – after 10 years within corporate identified a niche in the direct marketing business, established own business and developed systems to allow large scale direct marketing programmes to be managed. The company had the capability to handle 15,000 inbound calls per day and process in excess of 20,000 Credit/Debit card transactions all managed by one person. Undertook Marketing Campaign via direct mail to 375,000 households and negotiated with several companies for product launches and pre Christmas Marketing Campaigns.

1996 – 1999 Texaco UK Ltd. Retail Operations,
Texaco owns and operates 320 Retail outlets providing fuel and other goods to the customer. As Manager Operations I had responsibility which included the ordering, delivery, invoicing and reconciliation of goods sold at 320 retail outlets. This was achieved by the management of a 50-person data processing and accounting operation, which collects all site daily sales and processes that data. The remit also required the contract management and operational focus with the outsourced warehousing and distribution operation delivering ambient and chilled stock to sites. The position also required the development of the systems throughout the company owned network and required the networking of all 280 sites with LAN/WAN technology. The position was also responsible for minimising losses to Texaco be it through shrinkage, fraud, theft or general mis-management at site level. This was achieved by the utilisation of a team of 8 Auditors and the interrogation of data available by a group of Analysts. This group in 1998 significantly reduced Texaco’s losses versus 1997 with a Year on year £ 4 m reduction.

1994 - 1996 Texaco UK Ltd. Business Development Manager, promoted to manage Texaco's entry into the UK Domestic Gas market, this involved complex negotiations with a variety of potential partners resulting in a fully incorporated Joint Venture with Calor Gas PLC. As the Joint Venture was completed the role developed into the management of a team tasked with developing a brand identity and a market entry strategy for CALORTEX. Key areas included, Market Research, Brand Development, Appointment of Advertising Agency, Development of Sales Network, Researching and implementing significant channels to market, Product Launch and PR. A further part of the role was the Development of 10 yr. Strategic and 1 yr. Tactical business plan for CALORTEX, modelling potential outcomes and undertaking full risk analysis on all major financial proposals. Close links with OFGAS the DTI and other industry bodies was also a pre-requisite of the position

1993 - 1994 Texaco UK Ltd. Distributor Development Manager, Promoted to negotiate complex long-term contracts with large Distributors of Texaco and other oil companies products. The remit of the position included new business development, Strategic and financial planning, maximising sales revenue through a Distributor Network, and having P & L responsibility for a business with a turnover of £12m per month. Involved in devising a long term strategy and policy in Wholesale Sales also developed and implemented a programme that differentiated Texaco in the market place via below the line marketing initiatives and brand differentiation.

1991 – 1993 Texaco UK Ltd. Call Centre Manager, Promoted to research, design and run a new department within Texaco that handled both inbound order processing and outbound telemarketing. Prepared a comprehensive strategic and marketing plan including full financial appraisal. Implemented the strategy that allowed Texaco to aggressively grow both the customer base and market share in the Industrial Commercial Market and added an incremental profit stream to Texaco generating £2 - 3m per annum contribution.

1990 - 1991 Texaco UK Ltd. Co-ordinator Projects, Promoted to this newly created position to introduce ISO 9000 quality system into Texaco. Prepared and implemented all the requirements of the ISO standard including procedure preparation. This required an in depth review of all areas of Texaco’s Downstream Business including Sales and Marketing, Purchasing, Supply and Distribution.

1988 - 1990 Texaco UK Ltd. Area Sales Manager, Joined Texaco in this position with Regional responsibility for the sale of all fuel products into the Commercial market. Placed on the Texaco management development programme after the first year with the company.

1985 - 1988 Dealer Sales Manager Nissan UK Managed the Sales and Marketing of one of the UK’s largest Nissan Dealers. Also devised and implemented a Contract Hire and Leasing department and advised several large local companies on company vehicle purchasing policy

1976 - 1985 British Aerospace - Aeronautical Engineer

Education

HND Business and Finance
MBA

Skills

An in depth knowledge of Business process, management and P & L responsibility gained in a wide variety of roles, and via the Texaco Management Development / Leadership Programme.
An energetic self-starter whose career advancement is continuous.
Is a strong, determined and innovative negotiator in all areas of business with the emphasis being on Business Development and Profit Maximisation.
First Class people management skills both direct and indirect developed over a wide variety of roles.
Has excellent communication skills and quickly develops a rapport with colleagues, customers and potential partners irrespective of their position.
Has travelled extensively organising and running large business conferences for senior company directors.
Strong Analytical and Business Planning skills developed within several roles, also via MBA
Has the ability to make significant impact within an organisation in a short time.
A very “hands on” operator who manages workload effectively and efficiently

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