He has 37 years customer service & contact centre industry experience, including most recently 12 years in the luxury retail industry. He is a dynamic leader known for his unwavering commitment to driving excellence, inspiring teams, and delivering results. With a track record of success in the contact centre industry, he has consistently demonstrated the ability to lead through challenge, transform vision into action, and cultivate environments where innovation and collaboration thrive. With a natural ability to inspire confidence and motivate others, he leads by example, setting high standards of integrity, accountability and resilience. A strategic thinker with a keen focus on long/term goals, they empower teams to work towards shared objectives, fostering a culture of transparency, mutual respect, and continuous improvement. Their leadership is based on not just guiding others, but also about lifting them up and creating opportunities for growth. Their influence extends beyond the workplace, where they are known for mentoring future leaders, championing diversity, and advocating for impactful change. He is responsible for four key areas of the contact centre; Resource Planning & Workforce Management, Management Information & Analysis, Reward & Recognition, and Budget Planning.

German speaker with a native fluency. Seasoned leader in Customer Service and Operations, showcasing a proven track record within the consumer goods industry. Deeply immersed in e-commerce and wholesale realms. Proficiency lies in Operations and Account Management, underscored by a commitment to enhancing processes and nurturing talent.

Authentic and customer centric leader with over 20 years of proven experience in creating and developing contact centre teams to maximise performance and provide a high-quality, cost-effective service provision. Possesses the ability to define a compelling vision and strategy based on customer advocacy and team empowerment, translating it into an agile roadmap of deliverables. Demonstrates strong change delivery expertise by inspiring and collaborating through natural enthusiasm and energy to achieve well- considered outcomes. Highly skilled in leading and delivering projects to very high standards, using a methodical and logical approach to scope, plan, and execute. Acts as a role model for change, identifying and pre-empting issues - working with relevant cross-functional stakeholders to overcome blockers and achieve agreed resolutions. Credible and personable leader, skilled in creating authentic and trusting relationships, with the ability to influence at all levels. Passionate about training and knowledge management to empower others through learning, with extensive experience in supporting individuals and teams to reach their full potential.

An inspirational and innovative customer experience senior leader with a strong track record of transforming service operations and driving customer success. Leading by example to develop crossfunctional teams, creating an empowered environment where individuals and teams can thrive and shine. Adept at using data and feedback to inform strategy and deliver continual service improvements. Achievements include CSAT of 97% for service and 93% for training, reductions of 90% in compensation payments and 60% in installation failure rate. Passionately committed to achieving the best outcomes for both customers and the workforce by fostering a collaborative and customer-centric culture, aligning business, customer and industry goals and objectives.