Julie Kendrick
Asselby,United Kingdom
Summary
Highly motivated and accomplished operations leader with 27 years experience, currently serving as EMEA Head of Customer Operations at FCM. Known for delivering exceptional customer service outcomes through strong leadership, strategic thinking, and relentless focus on continuous improvement, Extensive background in managing large, diverse teams across EMEA, with proven ability to drive operational excellence. Bringing energy, resilience, and a passion for mentoring while championing a customer-first mindset.
Overview
35
35
years of professional experience
6
6
years of post-secondary education
Work history
EMEA Head Customer Operations
FCM
Remote Europe
07.2023 - Current
- Directed Customer Operations across EMEA, ensuring optimal performance and service delivery.
- Championed continuous improvement initiatives, enhancing operational agility and customer responsiveness.
- Mentored regional teams to cultivate a culture of high performance.
- Consistently achieved key performance indicators while controlling costs.
- Increased productivity by 25% through effective management strategies.
- Improved customer NPS by 20% through targeted service enhancements.
- Successfully completed tasks within strict deadlines, maintaining quality standards.
Head Operations UKI
FCM
UK & IE
07.2010 - 07.2023
- Oversaw customer operations in UK and Ireland, ensuring effective service delivery.
- Achieved operational KPIs while identifying cost-saving opportunities within budget constraints.
- Implemented structural changes to enhance internal efficiency and customer service.
- Fostered a high-performance culture, promoting continuous improvement within teams.
Senior business travel consultant
FCM
Birmingham
07.1998 - 07.2010
- Offered expert advice on travel-related matters to uphold client trust and loyalty.
- Resolved queries promptly, ensuring client peace of mind during their travels.
- Managed complex itineraries for maximised client satisfaction.
- Streamlined business travel arrangements by liaising closely with corporate clients.
- Supervised junior consultants, fostering a team-oriented environment.
Senior Business Travel Consultant
Britannic Travel
Birmingham
05.1995 - 07.1998
- Resolved queries promptly, ensuring client peace of mind during their travels.
- Managed complex itineraries for maximised client satisfaction.
- Supervised junior consultants, fostering a team-oriented environment.
- Streamlined business travel arrangements by liaising closely with corporate clients.
Travel Consultant
Londsdale
Birmingham, Birmingham
05.1992 - 05.1995
- Served diverse client base including individual travellers and corporate groups.
- Handled complex itineraries ensuring seamless journeys for clients.
- Contributed effectively in team meetings, fostering collaborative work environment.
- Facilitated smooth travel arrangements, enhancing customer experience.
Campsite Courier
Eurocamp
, France
05.1990 - 05.1992
Education
COTAC Travel & Tourism - Travel & Tourism
Sandwell College
Birmingham 09.1988 - 05.1990
GCSEs - High School
High Park Secondary School
Stourbridge 09.1983 - 05.1988
Skills
- Strategic operations leadership
- Customer service excellence
- Continuous improvement
- KPI delivery and performance monitoring
- Cost control and budget management
- Team leadership and mentoring
- Cross-functional collaboration
- Communication skills
- Problem solving
- Public speaking
- Composure under pressure
Accomplishments
The People Awards - 2015
Operations Manager of the Year
Timeline
EMEA Head Customer Operations
FCM
07.2023 - Current
Head Operations UKI
FCM
07.2010 - 07.2023
Senior business travel consultant
FCM
07.1998 - 07.2010
Senior Business Travel Consultant
Britannic Travel
05.1995 - 07.1998
Travel Consultant
Londsdale
05.1992 - 05.1995
Campsite Courier
Eurocamp
05.1990 - 05.1992
COTAC Travel & Tourism - Travel & Tourism
Sandwell College
09.1988 - 05.1990
GCSEs - High School
High Park Secondary School
09.1983 - 05.1988