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Cross-industry consultant enabling customer & revenue growth

Paul Roberts , Glasgow, United Kingdom


Experience

25 - 40 years

Other titles

CEO / Co-Founder Strategic Lead Growth Manager Capability Consulting Services Principal

Skills

Customer experience Business strategy Customer Analysis Customer journey mapping Facilitating workshops + 2 more

I'm offering


Links for more

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Industries

SaaS Financial services Sports & Activities Consulting services Advertising & Marketing

Language

English
Fluently

Ready for

  Smaller project
  Larger project
  Ongoing relation / part-time
  Full time contractor

Available

Typically available right away

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.
Marketing, Saas, Sales, Ceo, Retention, Founder, Leadership, Business strategy, Customer experience, Kundeservice, 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
Design, Research, Training, Consulting, Sport, Network, Workshops, Support, Transformation, Tilrettelæggelse, 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.
Innovation, Service, Sport, Growth, Implementation, Support, Development, Community, Retention, Production, Performing, LED


My education

1989 - 1992
Loughborough University
BSc, Economics


My resume

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