Managing Director
Hayley Monks
Say hello to Hayley Monks
Managing Director | Utilities
Hayley is a highly motivated, inspirational and energetic individual. An excellent speaker with a strong commercial acumen and creative thinking, she thrives on driving and delivering transformation by creating effective followship.
Having worked in senior executive roles, and with a ‘can do’ attitude, she contributes significantly at every level from strategy to delivery – she understands what good looks like.
Consulting experience
British Gas
3663 formerly Booker Food Service
Credit Operations Director – accountable for the management of the credit and risk operation across the entire B2B business. The included a wide customer range; from SMEs to FTSE 100 businesses. The performance of the collections activity on over 1 million accounts was a significant driver of financial performance in the business.
Head of Credit & Risk – responsible for the credit risk and operational collection activity for SME business in the B2B business. The SME business represented 70% of the Bad Debt charge in the business. My key challenge was a significant reduction in P&L cost through developing effective collection strategies at reduced operational costs.
Supported by external consultant I developed a 2year plan to reduce the BDC by 50% whilst not increasing operational costs or damaging margin.
Group Credit Manager: Headhunted to lead a team of 70 people in the collection and account management of a wide range of Food Service customers. Reporting to the Finance Director, I lead this department through a series of process improvement and engagement activities which delivered an improvement in DSO from 69 to 39. This was a significant contributor to the cash flow and financial stability of this business.
Management experience
Think Inspire and Create Ltd
Managing Director, specialising in business process improvement and people skills development. It has supported FTSE 250, AIM listed and private organisations across the utilities spectrum and other industries including retail, education, science and leisure
British Gas
Global Customer Services Transformation Lead, heading the customer service transformation for British Gas Business. Accountable for the transformation of the Customer Care function across multiple locations.
British Gas
Director of Service & Operations, Corporate Market. Led an improvement in the join journey which resulted in a reduction in ‘in life’ disputes, reduced cost to serve and improved NPS.
Hugues Beaujouan
Say hello to Hugues Beaujouan
Managing Director | France
Leading a high performing team who are passionate about designing and implementing successful client strategies.
Hugues holds significant consulting experience with a career focused on helping clients drive value from customer interactions.
Starting his career in both the management and strategy consulting sectors, he then joined the outsourcing world where he held various positions such as HR Director, Marketing Director and Business Unit Director. A few years ago, he was appointed General Manager of a leading service provider in the pharmaceutical industry.
Ludger Strom
Say hello to Ludger Strom
Managing Director | DACH
A transformation expert with over 20 years’ experience driving customer-centred change.
Ludger works in close partnership with clients in Germany, Austria and Switzerland. He is passionate about co-creating innovative and impactful solutions, believing that success is driven by strong engagement with colleagues at all levels, and is only satisfied when the customer is.
Experience
Multilingual contact centres
Delivered a multichannel strategy for several German car manufacturers, covering service processes, IT requirements and quality standards. This was established in a service provider’s multilingual hub, with follow-up products and services fully integrated.
Operating model
Designed and implemented the operating model for the ambulance service centre of a hospital group, using contact flow analysis. This transformational approach was co-created with hospital colleagues and fully aligned across the group to support its successful implementation.
Service differentiation
Established a standardised model for service differentiation across Europe within a multicultural team of service experts. A transformative service differentiation model was designed and aligned with the local stakeholders by jointly considering local requirements and central needs.
Management experience
Teleperformance
Designed complex solutions for clients and prospects, establishing an assessment and consulting unit as the transformation expert for Germany.
Monster
Led a diverse customer service organisation across Europe, driving change and nearshoring.
T-Mobile
Developed quality index and multi-site reporting. Led change in central functions and at group level, working to enhance and extend standards across Europe.
Vanessa Flather
Say hello to Vanessa Flather
Managing Director | Retail & Travel
Vanessa’s expertise in data-driven transformation and strategic innovation has secured customer loyalty and delivered a multi-million pound return on investment.
With a deep expertise in retail strategy spanning brand, merchandising, multi-channel and customer analytics, Vanessa helps clients deliver sustainable change. Her collaborative approach to working brings together technical and subject-matter experts to pinpoint hidden issues and drive improvements.
Consulting experience
Operations performance
Leading a team of data scientists to provide visibility of true supplier and product cost, evidencing cost variance across identical products, and identifying £112m opportunities.
Strategy
Using data-driven insight to develop brand strategies which drive customer loyalty, sales and profitability with a multi-million pound return on investment.
Performance improvement
Delivering integrated programmes which test and scale solutions to business problems, providing business agility to face rapidly changing customer demands.
Management experience
PRGX Global, Inc.
Head of Advisory Services, UK & Europe, responsible for business development across the retail portfolio during their ‘start-up’ phase.
Capgemini Consulting
Principal, Consumer Products & Retail, leading teams on major projects including a multi-channel strategy which involved the integration of two businesses.
IBM Global Business Services
Senior Managing Consultant in Retail, delivering stream-lined business processes through organisation design and change management.
Dave Pattman
Say hello to Dave Pattman
Managing Director | Customer Experience Practice
Dave has over 25 years of management experience across multiple sectors including FMCG, Financial Services and BPO.
Dave’s passion is helping clients to transform their customer experience through the innovative application of solutions that combine human experience (HX) with data and technology. His style is highly collaborative and inclusive with a particular skill in helping diverse teams to harness their creativity.
Consulting experience
Customer operations
Migrated the customer operation of a leading low-cost airline carrier to a new mutlilingual off-shore and near-shore solution, resulting in a simultaneous reduction in costs and improvement in customer experience and satisfaction.
Solution design
Enabling a UK General Insurance affinity brand to migrate from a broker model to an end-to-end solution improving margins, customer experience and renewal rates.
Transformation
Designed the transformation solution for a leading e-retail business, including the creation of a dedicated model office to design, test and scale service improvement initiatives across their live support and digital channels.
Management experience
Webhelp
Held a number of senior positions over 7 years including Director of client solutions, Director Global R&D and Director of Strategic Marketing.
Webhelp is one of the most innovative and disruptive players in its market and all of Dave’s roles have placed him at the forefront of their strategic growth initatives, both organic and M&A led.
Royal Bank of Scotland
Head of Customer Strategy for Retail Banking covering customer segmentation, voice of the customer programmes and marketing planning and effectiveness.
RBS Global R&D Proposition Development lead for projects across multiple divisions including Wealth Management, Retail Banking and Global Markets
Food & Beverages
A 14 year career in the drinks industry with Courage Brewing and Scottish & Newcastle. Management positions held include regional sales management, B2B marketing, brand marketing and NPD