Caroline Wainwright
Coalway,Gloucestershire
Summary
An experienced professional, proficient in business development, customer relationship building and implementations combined with strong analytical skills and leadership abilities. A proven track record in identifying growth opportunities and managing client relationships to foster business expansion Extremely well organised and experienced in managing teams and coordinating work flows with a focus on results and a proven track record of customer retention and growth.
Overview
27
27
years of professional experience
Work history
Strategic Business Development Director
Zencargo
London
09.2023 - 10.2024
- Developed strategic plans focussed on long-term growth.
- Enabled accurate lead tracking by establishing and maintaining business opportunity records in Salesforce and Apollo.
- Produced pre-qualification and tender documents that resulted in repeated new client wins.
- Maintained ownership of strategic sales pipeline, sourcing and developing new business opportunities to drive sales.
Head of Customer Success and Customer Operations
Zencargo
11.2021 - 09.2023
- Developed customer success strategies for improved customer retention.
- Fostered strong client relationships by regular communication and follow-up sessions.
- Led a team of Customer Success and Customer Operations Managers, improving overall team performance.
- Established key performance indicators with aim to measure team's effectiveness.
- Created training programmes, ensuring a high level of service consistency across all touchpoints.
- Collaborated closely with sales teams to ensure smooth handovers and ongoing account management.
- Devised quarterly business reviews for strategic planning and forecasting purposes.
- Steered customer activity to meet business drivers and growth aims.
- Optimised return on investment to improve client satisfaction and loyalty.
- Made growth-focused recommendations to increase account ROI.
Senior Customer Success Manager
Zencargo
06.2021 - 11.2021
- Boosted customer satisfaction by developing and implementing effective success strategies.
- Managed large-scale client accounts for improved business relationships.
- Delivered comprehensive product training to clients, ensuring optimal usage.
- Led cross-functional teams in the creation of key account plans.
- Improved overall customer experience with strategic management initiatives.
- Coordinated meetings with stakeholders for alignment on customer success objectives.
Head of Operations (UK)
DHL International Supply Chain
01.2012 - 05.2021
Account Development Director
DHL International Supply Chain
09.2008 - 12.2011
Director Operations US East and Canada
DHL International Supply Chain
07.2006 - 08.2008
Global Account Manager
WHSmith, Exel International Supply Chain
01.2005 - 06.2006
Customer Liaison Manager
Per Una / The Zip Project, Exel Supply Chain
03.2002 - 01.2005
Exel Supply Chain (Retail) Graduate Program
Exel Supply Chain
07.1999 - 03.2002
Purchasing Manager
SRGent
07.1997 - 07.1999
Skills
- Customer retention
- Cross-Functional team leadership
- Digital transformation
- KPI tracking and analysis
- Data-Driven decision making
- Process improvement
- Strategic planning
- Relationship management
- Revenue growth
- Proficient in Microsoft Office applications
- CRM / Salesforce / Salesloft / Apollo /
- Project Management (Prince)
- Six Sigma methodology
Personal Information
Hobbies: I live in the Forest of Dean and in my leisure time I enjoy being outdoors walking my dog, cycling or canoeing on the River Wye and when indoors I enjoy doing HIIT and yoga and have a love of cooking. I am a keen rugby fan and get to as many international games as possible
Custom
References are available upon request
References
References available upon request.
Timeline
Strategic Business Development Director
Zencargo
09.2023 - 10.2024
Head of Customer Success and Customer Operations
Zencargo
11.2021 - 09.2023
Senior Customer Success Manager
Zencargo
06.2021 - 11.2021
Head of Operations (UK)
DHL International Supply Chain
01.2012 - 05.2021
Account Development Director
DHL International Supply Chain
09.2008 - 12.2011
Director Operations US East and Canada
DHL International Supply Chain
07.2006 - 08.2008
Global Account Manager
WHSmith, Exel International Supply Chain
01.2005 - 06.2006
Customer Liaison Manager
Per Una / The Zip Project, Exel Supply Chain
03.2002 - 01.2005
Exel Supply Chain (Retail) Graduate Program
Exel Supply Chain
07.1999 - 03.2002
Purchasing Manager
SRGent
07.1997 - 07.1999
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