David has led major customer service organizations including heading up the change programmes for one of the largest operations in Europe, involving 41,000 customer facing people. David's experience covers the management of large day to day operational units across a wide range of functional areas in both the B2B and B2C markets. Achievements include:
Improving the “book to bill” cycle for a major UK telecommunications operator by focussing on the top 35% of customers (by value and segment)
Driving the strategic optimization review of the UK’s largest customer contact operation.
Managing a programme of segmentation and channel development for a B2B operation, including customer and market analysis, reassessment of sales commission and redefined SME market propositions
