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know-how when you need it

“The keys to the kingdom”. “The key to your heart”. “The key to the door”
Keys are a metaphor for all things positive. And when you have a plan, when you are ‘ready to go’ then you ‘grab the keys’.
You might know exactly what you want to do and need some know-how to deliver it. Or you might want to make some changes but are less sure of where to start - some know-how to help you figure it out might be helpful.

 

CV Highlights

Transformation

  • Lead business change architect for 60% of major telco transformation project delivering functional designs for pre-pay, post-pay and small business customers by redesigning and harmonising all trading processes across the retail store, online and call centre. >12m customers migrated to new platform

  • Implemented industry-leading digital-first clinical-recruitment strategy across web & mobile including mobile payments

 

Marketing & Customer Experience

  • Managed product portfolio of £1.3bn. Reduced time to market from 26 to 14 weeks and maintained revenue & margin despite fierce UK trading 

  • Overhauled the entire customer experience and implemented customer centric culture and NPS methodology, achieving industry leading score of >70

  • Full brand overhaul including lead generation and digital media buying strategy, reducing cost per lead by > 20%

Sales

  • Doubled the Systems Integrator base and revenue in 2 years and increased the Dealer and Distributor channel by 40k customers with the highest B2B ARPU

  • Defined and delivered, from scratch, an entirely new Reseller proposition and channel

  • Outsourced contact centre, saving >£300k p.a. and increased sales conversion from 25% to 39%

Read my Linkedin Profile - here

 
 
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Sectors

I have been privileged to work for some of the largest household name brands in the UK - Vodafone, E.E., Sainsbury's, Dyson, Walkers Crisps to name but a few. And just as privileged to work for some you might not have heard of.

I was a trustee of Best Beginnings, an award winning charity, for many years.

Telecommunications, pharmaceuticals, clinical trial recruitment, electrical/household goods, retail, not-for-profit.

Skills

I specialise in 3 areas:

1) Customer-led business transformation. From large scale major change programmes through to simply redesigning processes to make them more customer centric.

2) Full Marketing-Mix Management. Planning & strategy, product management, value proposition development,digital marketing, web & CRM, branding & messaging, media planning. 

3) Sales Channel Optimisation. Direct and Indirect channel performance, contact center outsourcing.

 

Testimonials

Sharon worked diligently to deliver a customer focussed programme, based upon a redesigned website, that improved the recruitment outreach communications and volunteer reimbursement systems , delivering an improved customer experience and enhanced recruitment process.

Trevor Phillips, Executive Chairman, hVIVO

Sharon has that rare talent of being able to see the bigger picture for the business whilst staying firmly on top of the detail. Having worked with her for two years I was continually impressed by her leadership and focus. She always  knew exactly where the next effort needed to be to make sure growth targets were hit. 
Oh,  and by the way, she's fun and great to work with.

Clive Howse, Managing Director, Mi Media

 
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Contact Me