Summary
Overview
Work history
Education
Skills
Timeline
Interests
Interests
Jenna Ottrey

Jenna Ottrey

Patchway, Bristol

Summary

Resourceful management professional with background of more than 18 years in customer service and best practice, strategic account management, and project management. Identifies areas for improvement and recommends cost-reduction initiatives proactively. Proven success in meeting business objectives through well-coordinated workflows. Experience of successfully leading a multi-purpose team and managing people, developing successful, cohesive and high performing teams and leading change. Demonstrable experience of successfully managing a number of complex projects and BAU tasks at the same time.


Acheivements

  • Project managed multiple business transformation projects during my most recent employment ; Brexit readiness, Non stocked supply model, Customer order reservations
  • Leading successful continuous improvement projects for efficiency and cost savings, using the DMAIC approach and 5S methodology
  • Establishment of strategic customer centric service departments
  • Establishment of new business department, implementation of processes and best practice
  • Contribute to and influence the strategy of the business, translate the strategy into key organisational objectives and deliver these operational objectives through the wider colleague team in conjunction with colleagues in the Executive Team.
  • Development and establishment of sales and operations performance and capacity, analysis and reporting to key stakeholders for effective collaboration and planning
  • Impeccable RFT record in new business set up and fulfilment

Overview

21
21
years of professional experience

Work history

NEW BUSINESS OPERATIONS MANAGER

Newell Brands Yankee Candle Ltd
Bristol
01.2019 - Current
  • Facilitate and deliver Newell home fragrance sales growth plan, by being the link between sales and operations for all new customers and home fragrance brands for EMEA
  • Set up and successful launch of new National accounts, with new sales revenue of over £4million/annum, working with high profile customers such as Marks & Spencer, Next, Lidl and Morrisons to name a recent few
  • Identifed, standardised, and improved New Business onboarding policy and processes, to champion best practice - managing and developing cross functional teams
  • Review and translate new and prospective Customer order fulfilment and related requirements, ensuring we launch as a compliant supplier, seeking quotation and approval for non standard supply
  • Lead business change projects to ensure customers see no negative impact or disruption in service
  • Implement successful new supply model in to Yankee candle network
  • Leads National account teams in collaboration with internal/external business partners, to deliver sales growth, annual operating plans, and Joint business plans
  • Acts as customers supply chain key point of contact prior to successful first deliveries and hand over to the order management team for ongoing customer service
  • Interfaces with internal business partners to establish, test and implement B2B EDI to optimise efficiency and accuracy
  • Identifies, reports, and resolves issues that could prevent or delay achieving any desired launch dates of products or new business
  • Responsible for new customer order fulfilment requirement documentation in internal information systems
  • Monitors and ensures master file set-up has been accurately maintained and implemented
  • Monitors compliance as a supplier, with view to improving compliance, reducing cost and improving customer service to grow returning business
  • Proactively identify opportunities for growth through customer insights gained from supplier guidelines and reviews
  • Served as key corporate representative, liaising with various stakeholders in support of operational excellence.

CUSTOMER SUPPLY MANAGER EMEA

Newell Brands Yankee Candle Ltd
Bristol
01.2016 - 01.2019
  • Manage, lead and develop the EMEA order management and customer service function and teams
  • Manage the UK National Accounts customer service and supply chain functions and related processes
  • Drive and deliver process improvements for these functions
  • Is responsible for all phases of the order process from receipt to shipment and Fulfilment
  • Ownership of escalated customer issues and followed through to resolution.
  • Deliver improvements to the Management of order flow, analysis, and reporting through the business, as well as order fulfilment to the Customer
  • Understand our customer's expectations and tracking results
  • Actively manage operational reporting, that are tied to orders and communicate constraints and supply dates directly to our channels and NA customers, communicating order status and availability for shipping
  • Works closely with the head of planning on all customer queries via the sales team that are tied to supply chain
  • Lead on the operational shipping plans for the EMEA business, providing on a weekly basis any monthly shifts in our business based on shippable orders, product availability and capacity
  • Demonstrating these against sales forecasts and financial targets for the business
  • Leads on Projects, that are designed to improve customer satisfaction, resulting in business development. Project managed reservations implementation.

CUSTOMER PARTNERSHIP ACCOUNT MANAGER

ACCOLADE WINES
BRISTOL
01.2013 - 10.2016
  • Provide full end to end account management to package and supply UK bottling for leading retailers and global brands
  • Manage and deliver the strategic joint business plan between Accolade Wines and Treasury Wine Estates as well as high profile retailers such as Tesco and Sainsburys
  • Manage customer portfolio, to reduce associated packaging costs and deliver annual operating plan, achieving 10% annual cost saving on packaging
  • Identify and implement business best practice and SOP's to proactively reduce NCR's and prevent fines/charges to the business, protecting product and account margins, acted as a champion for continuous improvement within a LEAN manufacturing environment
  • Manage customer ‘New Product Development', from conception through to final manufacture, distribution, and lifecycle management
  • Manufacturing capability - comprehensive knowledge of FMCG manufacturing systems and processes
  • In-depth commercial awareness and business acumen systems interaction - IT system knowledge with analytical decision-making abilities
  • Support the coordination of all aspects of strategic partnerships with respect to contract packaging, to promote and ensure Branded sales uplift
  • Ensure all documentation and IT systems internally and externally are produced to agreed timelines
  • Prepare financial data and analytical work, to support the development of business and financial models as required
  • Support capacity requirements with manufacturing and planning department
  • Process all invoicing to ensure it is accurately managed and tracked
  • Perform Quarterly reviews and administration of all resulting actions
  • Responsible for Master data management initiation set up and progress
  • Ensure SKUs are complete to meet set up requirements and to meet production dates, maintaining a cross reference file between co-pack customer SKUs and AW SKUs, manage customer reports and issue in an accurate and timely manner
  • Support the business to identify opportunities to implement common processes and best practices from other sites and businesses
  • Raise the profile of Accolade Park contract packing capabilities within the industry and became a product expert in the field, through experience and industry qualifications

SCHEDULING ACCOUNT MANAGER

OFSTED, Civil Service B1
Bristol
01.2010 - 01.2012
  • Working in the National Scheduling Team for Ofsted: Line manage B2 scheduling managers and their scheduling officers (B3)
  • Account Manage the following remits: ‘Initial Teacher Education', ‘National Surveys',' Local Authority Link', ‘Black Liaison Initiative' and' National Advisor Link' activity
  • Support the senior “Band A” scheduling manager and ‘Principal Officer' (HMI) in the management of relationships with inspection development and the director of inspection delivery
  • Build and maintain effective relationships with ‘Her Majesties Inspectors' (HMI), ISP contract managers, stakeholders, and senior managers from other directorates, through good communication, influencing and negotiation skills and excellent customer service
  • Contribute effectively to the production of the national schedule and programming of inspectors, promoting change effectively, negotiating programmes and influencing the behaviour and actions of other teams to produce a high-quality programme of inspection
  • Manage conflicting priorities and interests, reconciling different priorities, achieving co-operation
  • Analysis of Data and problem solving, to enable effective contribution to strategic thinking and advise or make recommendations to key decision makers, that are well-founded and reliable to influence the course of action or thinking
  • Ensure that the annual schedule of inspections is determined as agreed by the corporate plan and liaise with the ‘Inspection Service Providers' lead managers to ensure the contract requirements are met
  • Report and present regularly on against corporate plans and KPI's Report regularly to the ‘PO' and ‘Deputy Director of Inspection Delivery' about the management of resources and risks
  • Performance manages, B2 scheduling managers, and hold overall responsibility of leadership and management for the Scheduling team based in Bristol
  • Provide effective resource management, including people and financial management of delegated budget for the work area.

CUSTOMER SERVICE MANAGER

Gist Ltd
01.2006 - 12.2009
  • Regional customer service manager for 50+ Marks and Spencer stores (south- west and south Wales)
  • Set up of Customer Service provision, helpdesk, and Customer Service team and best practice at new depot
  • Responsible for all the Account Management of the Marks and Spencer food contract through ‘Customer Relationship Management' systems and processes for Gist Bristol


ADMINISTRATION MANAGER

Gist Ltd
04.2006 - 08.2006

Customer DESPATCH Manager

JungHeinrich UK LTD
Almondsbury
01.2004 - 01.2006

Purchasing executive

Three Quays marine services LTD
01.2003 - 01.2004
  • Purchase on behalf of the MOD : RFA bath & Abbeywood

Education

Valued Centered Leadership - Leadership

Newell
/2021 -

DISC full 2 days course insights -

DISC, Bristol
2022

Intermediate level 2 - Wine

Wine And Spirits Education Trust , Bristol
/2015 -

Beginners Level 1 - Wine

WSET , Bristol
/2015 -

Gross Faults Training -

Camden BRI , Bristol
2014

SAPr3 - Systems

SAP, Bristol
/2005 -

Some College (No Degree) - Nurition

Open University , Bristol
2017

Leadership & Management: ILM5 -

Institute of Leadership and Management
/2006 -

Train the Trainer

Intermediate Excel training - undefined

2014

Bachelor of Arts - Law

LLB Bournemouth University
2003

A-Levels - Geography, Biology, Psychology

Patchway Community School, Almondsbury

Skills

  • MS office & email
  • SAP/AS400/Oracle
  • Account Management
  • Customer Relationship Management
  • Logistics, Scheduling
  • Work-flow planning
  • Employee relations
  • Results-orientated
  • LEAN, continuous & Process improvement
  • Natural leader
  • Project management
  • Detail-orientated
  • New product introduction strategies

Timeline

NEW BUSINESS OPERATIONS MANAGER - Newell Brands Yankee Candle Ltd
01.2019 - Current
CUSTOMER SUPPLY MANAGER EMEA - Newell Brands Yankee Candle Ltd
01.2016 - 01.2019
CUSTOMER PARTNERSHIP ACCOUNT MANAGER - ACCOLADE WINES
01.2013 - 10.2016
SCHEDULING ACCOUNT MANAGER - OFSTED, Civil Service B1
01.2010 - 01.2012
ADMINISTRATION MANAGER - Gist Ltd
04.2006 - 08.2006
CUSTOMER SERVICE MANAGER - Gist Ltd
01.2006 - 12.2009
Customer DESPATCH Manager - JungHeinrich UK LTD
01.2004 - 01.2006
Purchasing executive - Three Quays marine services LTD
01.2003 - 01.2004
Newell - Valued Centered Leadership, Leadership
/2021 -
DISC - DISC full 2 days course insights,
Wine And Spirits Education Trust - Intermediate level 2, Wine
/2015 -
WSET - Beginners Level 1, Wine
/2015 -
Camden BRI - Gross Faults Training,
SAP - SAPr3 , Systems
/2005 -
Open University - Some College (No Degree), Nurition
Institute of Leadership and Management - Leadership & Management: ILM5 ,
/2006 -
- Intermediate Excel training,
LLB Bournemouth University - Bachelor of Arts, Law
Patchway Community School - A-Levels, Geography, Biology, Psychology

Interests

Food, nutrition, cooking Wine enthusiast Gym and fitness Reading Horse riding Art

Interests

Food, nutrition, cooking Wine enthusiast Gym and fitness Reading Horse riding Art

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Jenna Ottrey