Jason Grinnall
Worcestershire,UK
Summary
Operations Director with extensive experience in scaling field service management operations and driving revenue growth. Over ten years of expertise in operations, sales, and key account management within the furniture repair and property repairs sectors. Skilled in aligning teams and processes to achieve exceptional outcomes and sustainable growth.
Overview
26
26
years of professional experience
4
4
years of post-secondary education
Work history
Operations Director
Emmiera Group Ltd
West Midlands, UK
11.2023 - 07.2025
- Lead strategic operations for a nationwide field service business supporting furniture retailers, manufacturers, and insurers.
- Responsible for Field Service Operations, Warehouse & Parts Distribution, and Transport Logistics.
- Manage a team of 8 direct reports, 14 head office staff, 100 employed technicians, and 40 contractors.
- Rolling out FSM platform and I.T process improvements
- Leverage data analytics tools for informed decision-making strategy.
- Developed standard operating procedures, enhancing efficiency at all organisational levels.
- Nurtured relationships with key industry partners to expand business horizons.
- Planned daily operations to maximise productivity, monitoring KPIs to promote consistent progress towards targets.
- Optimised operational efficiency by implementing strategic plans and procedures.
- Motivated team members by providing mentoring and development opportunities.
- Established strong rapport with stakeholders to enhance business credibility.
- Leading cultural shift from to trust-based leadership.
- Key Stake holder embedding new company vision, mission, and values.
Head of Sales and Accounts
Emmiera Group Ltd
08.2019 - 03.2024
- Managed and supported sales and accounts management team
- Increased company turnover from £10m to £18.2m.
- Managed national key accounts and led sales development.
- Secured Laura Ashley PLC, established trusted relationship which lead to TUPE
- Secured exclusive DFS Group PLC service agreement.
- Built relationships with the furniture ombudsmen and formalised the first and only service partnership in the industry.
- Head hunted, recruited and onboarded over 70 technicians as additional responsibility
Key Account Manager
Emmiera Group Ltd
10.2015 - 07.2019
- Turned around "Oak Furniture land" account, improving all KPIs and meeting all SLA's
- Rolled out technician training and new repair product sourcing.
- Provided first-class client services, from onboarding to daily account management.
- Coordinated with internal departments for seamless service delivery to clients.
- Secured long-term customer loyalty with excellent service and understanding of client needs.
- Developed multi-level contacts within key accounts to enhance communication channels.
- Translated customer feedback into actionable insights that drove product development initiatives.
- Resolved escalated customer issues promptly for increased satisfaction rates.
- Negotiated profitable contracts to ensure mutual benefit.
Furniture Technician
Sole trader
01.2007 - 01.2015
- Provided industry leading services to Emmiera group (previously Homeserve Furniture Repairs) and various retailers
Furniture Technician
Furnicare
01.2005 - 01.2007
- Provided in-home repairs to furniture
Roughneck
Diamond Offshore
01.2002 - 01.2005
- Provided all drill floor duties
- Certified in BOSIET and HUET
- Recognised as 1 of 6 "future leaders of the north sea oil fields"
Upholsterer
Wyvern Furniture
01.2000 - 01.2003
- Trained in modern and traditional upholstery techniques.
Education
Stourport On Severn High-school
Stourport-on-Severn, Worcestershire 09.1996 - 06.2000
Skills
- Operational Strategy & Leadership
- Organisational Culture & Change Leadership
- Account Management
- KPI & SLA Management
- Field Service Management (FSM)
- Sales & Account Development
- Customer Experience (NPS)
- Negotiation
- Building Long-lasting Trusted Relationships
- Process & Performance Optimisation
- Digital Transformation
- Recruitment & Training
- Logistics, Warehouse & Parts Management
- Performance monitoring
Websites
Personal Information
- Age: 42
- Number of Children: 3
- Marital status: married
Affiliations
- Golf
- Traveling
Timeline
Operations Director
Emmiera Group Ltd
11.2023 - 07.2025
Head of Sales and Accounts
Emmiera Group Ltd
08.2019 - 03.2024
Key Account Manager
Emmiera Group Ltd
10.2015 - 07.2019
Furniture Technician
Sole trader
01.2007 - 01.2015
Furniture Technician
Furnicare
01.2005 - 01.2007
Roughneck
Diamond Offshore
01.2002 - 01.2005
Upholsterer
Wyvern Furniture
01.2000 - 01.2003
Stourport On Severn High-school
09.1996 - 06.2000
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