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Cross-industry consultant enabling customer & revenue growth
Paul Roberts
,
Glasgow, United Kingdom
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Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2017 - ?
job
CEO / Co-Founder
MY CUSTOMER LENS Ltd.
My Customer Lens is a SaaS start-up business providing on-demand customer insight. The platform aggregates feedback data to enable organisations to make faster and more informed decisions about how to improve sales effectiveness, eliminate the root causes of complaints and increase retention.
As CEO Paul is responsible for setting the vision and direction for the company. He also leads the Sales, Marketing and Client Success work. MyCustomerLens is currently bootstrapping, which means this is a part-time role.
As CEO Paul is responsible for setting the vision and direction for the company. He also leads the Sales, Marketing and Client Success work. MyCustomerLens is currently bootstrapping, which means this is a part-time role.
Marketing, Saas, Sales, Ceo, Retention, Founder, Leadership, Business strategy, Customer experience, Customer service, Growth strategy
2013 - ?
freelance
Freelance Consultant
Unleash Customer & Revenue Growth.
Providing consulting services to help organisations develop the insights and organisational capabilities to become more customer-centric. Paul's role is to support clients with transforming their organisation into one that puts their customer's needs and expectations at the heart of their decision-making.
Notable achievements
• Supporting Network Buying Group to develop a new purpose, vision, values and strategic priorities.
• Running a series of customer journey mapping workshops, at all the UK offices of The Big Lottery Fund, to help their staff redesign their funding processes to be more customer centric.
• Supporting the RFL to design and implement a transformation programme that delivered a customer-centric culture and way of operating.
• Successfully facilitating a client training workshop for UBS, despite having limited technical knowledge of the subjects being discussed.
• Leading the customer centricity pilot programme for the CSPNetwork. Providing guidance to four pilot programmes, developing and sharing training resources and running a series of workshops and webinars.
• Supporting European Gymnastics (UEG) to develop and implement a new strategic vision for their sport. This project included facilitating large stakeholder workshops and working through interpreters.
• Delivering research & analysis on evolving University student needs
Notable achievements
• Supporting Network Buying Group to develop a new purpose, vision, values and strategic priorities.
• Running a series of customer journey mapping workshops, at all the UK offices of The Big Lottery Fund, to help their staff redesign their funding processes to be more customer centric.
• Supporting the RFL to design and implement a transformation programme that delivered a customer-centric culture and way of operating.
• Successfully facilitating a client training workshop for UBS, despite having limited technical knowledge of the subjects being discussed.
• Leading the customer centricity pilot programme for the CSPNetwork. Providing guidance to four pilot programmes, developing and sharing training resources and running a series of workshops and webinars.
• Supporting European Gymnastics (UEG) to develop and implement a new strategic vision for their sport. This project included facilitating large stakeholder workshops and working through interpreters.
• Delivering research & analysis on evolving University student needs
Design, Research, Training, Consulting, Sport, Network, Workshops, Support, Transformation, Organization, Redesign, Workshop, Processes
2010 - 2013
job
Strategic Lead Growth
SPORT ENGLAND.
Paul led and managed the growth, innovation and retention teams in providing advice and guidance to National Governing Bodies of Sport (NGBs). The focus was on improving the NGBs' ability to develop and execute their plans for growing grass roots participation, a central pillar of the Olympic legacy.
Notable achievements
• Successfully led the creation and implementation of the high performing NGB model (HPNGB), a systematic approach to transforming the capability and performance of NGBs and other sector partners. Achieving this required collaborating with senior stakeholders across Sport England and NGBs to develop a model and process to transform the way NGBs run their sport.
• Led the scoping and development of several behaviour change pilots, that tested and refined a process for improving the frequency and longevity of sports participation.
• Developed a vision and approach to raising the wider sector's understanding of customer centric growth principles. This included leading the production of the 'Habits in Community Sport' insight report published in 2013 and developing a 'professional services' approach to reviewing NGB strategies and business models.
• Other responsibilities included managing the relationships with outsourced service providers and support the personal development of my team.
Notable achievements
• Successfully led the creation and implementation of the high performing NGB model (HPNGB), a systematic approach to transforming the capability and performance of NGBs and other sector partners. Achieving this required collaborating with senior stakeholders across Sport England and NGBs to develop a model and process to transform the way NGBs run their sport.
• Led the scoping and development of several behaviour change pilots, that tested and refined a process for improving the frequency and longevity of sports participation.
• Developed a vision and approach to raising the wider sector's understanding of customer centric growth principles. This included leading the production of the 'Habits in Community Sport' insight report published in 2013 and developing a 'professional services' approach to reviewing NGB strategies and business models.
• Other responsibilities included managing the relationships with outsourced service providers and support the personal development of my team.
Innovation, Service, Sport, Growth, Implementation, Support, Development, Community, Retention, Production, Performing, LED
2009 - 2010
job
Manager, Capability
SPORT NZ.
Led and managed the Sector Capability team tasked with supporting sector partners to become sustainable and capable of delivering on SPARC's strategic outcomes. Paul's approach was to work across departments to create a package of business capability improvement. This included managing the direct investment budget, contracting 3rd party expertise and developing best practice assessments, tools and resources.
Notable achievements
• Led the development and implementation of a 3-year plan to measurably improve the capability and sustainability of target governing bodies.
• Managed and developed a team of subject matter experts, with responsibility for the associated budgets and resources.
• Provided consulting advice to governing body CEOs; to develop their brand positioning, customer engagement, new product development and sustainable participant and revenue growth.
Notable achievements
• Led the development and implementation of a 3-year plan to measurably improve the capability and sustainability of target governing bodies.
• Managed and developed a team of subject matter experts, with responsibility for the associated budgets and resources.
• Provided consulting advice to governing body CEOs; to develop their brand positioning, customer engagement, new product development and sustainable participant and revenue growth.
Product development, Budget, Sustainability, Consulting, Growth, Implementation, Development, LED, Manager
2007 - 2009
job
Consulting Services Principal
IGNITER CONSULTING.
Led the consulting team that delivered performance improvement projects across diverse clients and industries. Paul's role included leading client engagements, team management and contributing to the creation and implementation of Igniter's strategic vision and direction, as part of the senior management team.
Notable achievements
• Developing customer-led transformation - undertook a current state assessment of a major utility's customer experience and support processes. The findings led to the establishment of a 3-year business transformation programme.
• Creating actionable customer insight - led an extensive review of a retail bank's current levels and usage of customer data. This work led to improved capture, sharing and usage of customer insight; and laid the foundation for implementing a wider customer experience programme.
• Applied strategic marketing - developed the brand strategy and positioning for two tech start-up organisations. Also developed a marketing roadmap, plan and project prioritisation framework for a logistics company.
• Thought leadership - presented marketing seminars on customer retention, engagement and growth. Paul also discussed these topics on TV3 Sunrise Business and had articles published in national newspapers and magazines.
• Other responsibilities included managing the priorities & development of my team.
Notable achievements
• Developing customer-led transformation - undertook a current state assessment of a major utility's customer experience and support processes. The findings led to the establishment of a 3-year business transformation programme.
• Creating actionable customer insight - led an extensive review of a retail bank's current levels and usage of customer data. This work led to improved capture, sharing and usage of customer insight; and laid the foundation for implementing a wider customer experience programme.
• Applied strategic marketing - developed the brand strategy and positioning for two tech start-up organisations. Also developed a marketing roadmap, plan and project prioritisation framework for a logistics company.
• Thought leadership - presented marketing seminars on customer retention, engagement and growth. Paul also discussed these topics on TV3 Sunrise Business and had articles published in national newspapers and magazines.
• Other responsibilities included managing the priorities & development of my team.
Transformation, Brand identity, LED, UP, Processes, Framework, Direction, Assessment, Team management, Retention, Development, Marketing, Support, Implementation, Growth, Strategic Marketing, Management, Consulting, Leadership, Business transformation, Customer experience, Retail
2004 - 2007
job
Senior Manager, Performance Improvement (Customer & Revenue Growth)
PRICEWATERHOUSECOOPERS (Australia).
Sourced and led client engagements across the Telecomms, Media, Financial Services and Energy industries. Responsibilities included budget management, senior stakeholder relationships, project management, staff coaching and business development.
Notable achievements
• Customer Experience Review - managed a team of 20 people through a 3-month engagement to review call centre performance across 3 states. Delivered recommendations leading to 10-30% uplifts in sales and customer satisfaction.
• Customer Churn Reduction - led a joint PwC-client team investigating the root cause of customers defecting within 3 months of acquisition. Delivered initiatives to reduce churn amongst recently acquired customers by 30-40% over 18 months.
• Financial benchmarking - undertook peer group benchmarking analysis to identify the strategic focus for improving business performance within the banking industry.
• Selected for the Young Leadership Team programme
Notable achievements
• Customer Experience Review - managed a team of 20 people through a 3-month engagement to review call centre performance across 3 states. Delivered recommendations leading to 10-30% uplifts in sales and customer satisfaction.
• Customer Churn Reduction - led a joint PwC-client team investigating the root cause of customers defecting within 3 months of acquisition. Delivered initiatives to reduce churn amongst recently acquired customers by 30-40% over 18 months.
• Financial benchmarking - undertook peer group benchmarking analysis to identify the strategic focus for improving business performance within the banking industry.
• Selected for the Young Leadership Team programme
Business development, Project Management, Coaching, Budget, Customer experience, Leadership, Management, Sales, Banking, Growth, Development, Energy, Energy, LED, Manager
2003 - 2004
job
Customer Program Manager
HSBC Bank Australia.
Short-term Marketing Contracts, Australia (2001 to 2002)
Marketing, Contracts, Contracts, Manager
2000 - 2001
job
eCRM Strategist
QMS Ltd.
1997 - 2000
job
Direct Marketing Manager
Enterprise IG.
Marketing, Direct marketing, Manager
1993 - 1997
job
Affinity Loyalty Marketing Manager
MBNA Europe.
Marketing, Manager
My education
1989
-
1992
Loughborough University
BSc, Economics
BSc, Economics
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