Faye Jane James
Coventry,UK
Summary
Accomplished professional with expertise in account management and client relationships, driving commercial performance through effective budget management and margin awareness. Demonstrates proficiency in end-to-end service delivery, ensuring client retention and expansion while maintaining high service quality. Skilled in stakeholder communication, escalation management, and KPI reporting, with a focus on process improvement and cross-functional team coordination. Adept at prioritisation, problem solving, and deadline control, leveraging CRM software knowledge to enhance workflow efficiency. Committed to delivering exceptional results and developing long-term client partnerships.
Overview
22
22
years of professional experience
Work history
Aquatic Business Development Manager (Programmes & Partnerships)
CV Life
Coventry
2021.01 - Current
- Own end-to-end performance and delivery of two programmes across four sites, main point of contact for key stakeholder accounts including schools, community partners, and governing bodies.
- Took over Swim programme at £850k annual turnover and within two years grew it beyond £1m for the first time in its 8-year history; most recently delivered £1.4m annual revenue through multi-site expansion, capacity optimisation, and improved conversion and retention.
- Grew Education Swimming Programme from £198k to £258k over three years by strengthening school partnerships, improving utilisation, and expanding provision.
- Led growth and retention strategy across multiple locations, improving customer journeys, reducing bottlenecks and waiting lists, and increasing participation through data-led planning and service redesign.
- Identify and deliver new business and expansion opportunities, including launching provision at new sites and developing new participation pathways.
- Produce commercial performance reports and business improvement plans for senior leadership using KPIs, customer insight, and competitor analysis to drive investment and priorities.
- Drive sales performance through improved marketing alignment, conversion processes, and customer communication strategies.
- Lead and develop multi-disciplinary team, improving performance, capability, and engagement through structured coaching, performance management, and recruitment.
- Champion digital and process improvements to enhance booking systems, management information, reporting accuracy, and customer experience.
- Lead implementation of quality, compliance, and risk frameworks to ensure safe, consistent, and scalable delivery.
- Developed multi-level contacts within key accounts to enhance communication channels.
- Coordinated with internal departments for seamless service delivery to clients.
- Translated customer feedback into actionable insights that drove improved retention initiatives.
Sales Researcher (Business Development & Events)
Heart of England
Meriden, Solihull
2019.01 - 2021.01
- Drove profitable revenue growth through outbound prospecting, digital campaigns, and face-to-face client meetings within corporate events and conferencing market.
- Owned and managed the full sales pipeline, sourcing, qualifying, and converting new business opportunities.
- Won and developed several high-value corporate accounts, many of which continue to deliver repeat business and long-term revenue.
- Built strong client relationships, positioning the organisation as a trusted partner for team-building and events.
- Adapted sales strategy during Covid disruption, maintaining pipeline activity and protecting future revenue.
- Managed over 50 outbound calls per day
Sales Manager
On Logistics Ltd
Tamworth, Staffordshire
2009.01 - 2014.01
- Led new business development through field sales while managing, retaining, and expanding an existing client portfolio.
- Line-managed and developed a Telesales Executive, improving pipeline quality and conversion rates.
- Negotiated pricing, commercial terms, and service agreements with clients and logistics partners to ensure profitable growth.
- Identified cross-sell and upsell opportunities to increase account value and retention.
- Worked closely with the Owner/MD on strategic projects including a full rebrand and the design and launch of bespoke shipping software.
- Supported client onboarding, systems implementation, and user training to improve adoption and satisfaction.
Business Development Manager
Distribution Solutions
Leicester
2008.01 - 2009.01
- Grew new business through targeted prospecting, cold calling, and building a high-quality database of potential customers.
- Designed and executed marketing campaigns aligned to customer needs.
- Focused on profitable growth, replacing low-margin revenue with higher-value, sustainable accounts.
- Managed the full sales cycle from prospecting through to negotiation, closing, and handover.
- Built and maintained strong client relationships through meetings, calls, and ongoing account support.
Senior Sales Executive
Tuffnells Parcels Express
Northampton, Northamptonshire
2006.01 - 2008.01
- Delivered profitable revenue growth across two depots, including one of the largest in the network.
- Managed a large territory covering Coventry, Warwickshire, Leicestershire, and Oxfordshire.
- Consistently exceeded retention and growth targets across the region.
- Surpassed new business targets, achieving £348k against an annual target of £312k.
- Achieved new business development by identifying and securing high-value clients.
- Managed client accounts to ensure customer satisfaction.
Account Manager
DHL Express
East Midlands
2004.01 - 2006.01
- Managed a portfolio of approximately 250 business customers with monthly spend ranging from £1k to £15k.
- Drove profitable revenue growth through cross-selling, upselling, and targeted new business acquisition.
- Achieved 289% of annual new business target (£563k vs £195k).
- Established strong rapport with clients through regular communication.
- Won two of the largest competitor accounts in the region.
- Selected as a member of the DHL Executive Club (Top 3 Account Managers in the UK).
- Promoted from Indoor Account Manager following sustained high performance.
Education
IOSH Managing Safely - Level 2
Institue of Occupational Safety and Health
First Aid at Work -
Health and Safety Executive
Level 3 Designated Safeguarding Lead -
City & Guilds
Swimming Teacher Qualification - STA
STA
Diploma - Solution Focused Hypnotherapy / NLP
Central England College
Diploma - KGH Hypnobirthing
KGH Hypnobirthing
7 GCSEs - A–C
Tile Hill Wood School for Girls
Skills
- Account Management & Client Relationships
- End-to-End Service Delivery & Workflow Ownership
- Commercial Performance & Budget Management (P&L)
- Quotation, Conversion & Margin Awareness
- Client Retention, Expansion & Service Quality
- Stakeholder Communication & Escalation Management
- KPI, Workload & Performance Reporting
- Process, Systems & Efficiency Improvement
- Cross-functional Team Coordination
- Prioritisation, Problem Solving & Deadline Control
- Knowledge of crm software
Accomplishments
- Took Aquarius from £850k to £1.4m annual turnover across four sites, breaking the £1m barrier for the first time in its history and delivering sustained growth.
- Grew the Education Swimming Programme from £198k to £258k over three years through improved utilisation and stronger client partnerships.
- Delivered 289% of annual new business target at DHL (£563k vs £195k), winning two major competitor accounts.
- Recognised as a Top 3 UK Account Manager at DHL and winner of a national sales incentive.
- Built and developed high-performing teams, mentoring colleagues into permanent roles and strengthening capability and retention.
Affiliations
- Keeping fit and staying active, supporting my children with their Football and Brazilian Jiujitsu competitions. Interested in nutrition and human pyschology
Timeline
Aquatic Business Development Manager (Programmes & Partnerships)
CV Life
2021.01 - Current
Sales Researcher (Business Development & Events)
Heart of England
2019.01 - 2021.01
Sales Manager
On Logistics Ltd
2009.01 - 2014.01
Business Development Manager
Distribution Solutions
2008.01 - 2009.01
Senior Sales Executive
Tuffnells Parcels Express
2006.01 - 2008.01
Account Manager
DHL Express
2004.01 - 2006.01
IOSH Managing Safely - Level 2
Institue of Occupational Safety and Health
First Aid at Work -
Health and Safety Executive
Level 3 Designated Safeguarding Lead -
City & Guilds
Swimming Teacher Qualification - STA
STA
Diploma - Solution Focused Hypnotherapy / NLP
Central England College
Diploma - KGH Hypnobirthing
KGH Hypnobirthing
7 GCSEs - A–C
Tile Hill Wood School for Girls