Kelly Avery

• Appointed into an interim leadership role to deliver rapid impact across customer service operations, team development, and process optimisation.
• Review and enhance existing procedures to drive operational efficiency, ensure compliance, and elevate service standards.
• Lead and develop the customer service team to deliver exemplary support to customers, suppliers, 3PL partners, and internal stakeholders, maintaining high visibility and accessibility.
• Contribute to strategic planning and performance reviews in partnership with the Supply Chain Director, aligning team objectives with wider business goals.
• Provide leadership, coaching, and direction through regular 1:1s, training, and development initiatives, fostering a culture of accountability and continuous improvement.
• Maintain an in-depth understanding of individual roles across the team to provide hands-on support during peak periods or absence, ensuring seamless service delivery.
• Act as the escalation point for complex customer service, logistics, and invoice queries, driving timely resolution and process enhancement.
• Adhere to company policies and procedures consistently, promoting operational excellence and regulatory compliance.
• Build and sustain strong cross-functional relationships with colleagues, the commercial team, and stakeholders across the wider BI Group to support aligned service delivery.
• Stay up to date with international import/export regulations, ensuring the business remains compliant and stakeholders are informed of relevant changes.
• Oversee the accurate maintenance of all customs and import/export documentation in line with HMRC requirements and customer-specific criteria.
• Lead the onboarding of cross-sell products by working closely with customers, commercial teams, and BI entities, ensuring all setup documentation is completed and approved.
• Coordinate with European 3PL providers to ensure accurate product setup and monitor initial shipments prior to transition to the wider customer service team.
• Serve as the key point of contact for customers regarding ongoing product and system changes, ensuring clear communication and minimal service disruption.
• Collaborate closely with retail customers and buyers to ensure the successful execution of new product launches and provide regular stock visibility and reporting to support demand planning and replenishment.

- Solmar Villa Rep - Being the overseas contact rep for villa enquires, issues and support.

- 24/7 Resort Rep Service ensuring VIP customer service.

- Flight upgrades & change requests.

- Supporting holidaymakers in over 75 resorts throughout Europe with a wide range of queries, accommodation changes or emergencies.

Team Leadership & Operational Excellence

• Team Oversight & Mentorship: Lead and mentor a high-performing global team of Account Managers, instilling a performance-driven culture and ensuring team alignment with key performance indicators (KPIs). Sharing weekly KPI overview to motivate and inspire
• Customs & Compliance Management: Ensure compliance with international trade regulations, Incoterms, tariffs, and customs declarations, while managing all import/export documentation and freight forwarding operations
• Recruitment & Onboarding: Spearhead recruitment efforts, ensuring the selection of top talent. Manage the onboarding process and deliver comprehensive training, mentoring,and probation reviews to integrate new team members and foster continuous growth.
• Performance Management & Accountability: Conduct regular 1-2-1s, mid-year, and end-of-year reviews, while implementing Improvement Plans (PIPs) if necessary to enhance team performance.
• Training & Development: Provide ongoing financial, operational and customs training to the team, ensuring accuracy in invoicing, cost-effective logistics, and a deep understanding of operational excellence. Creating new process documents as and when required.
• Strategic Account Leadership: Oversee 10 high-value customer accounts (annual revenue £1M - £5M each), ensuring exceptional service delivery and full contract compliance across European and global portfolios. Act as the primary liaison for senior stakeholders, managing client relationships and driving contract renewals. Complete Quarter and end of year business review presentation's for customers along with senior leadership and commercial.
• Business Development & Growth: Identify and pursue opportunities for portfolio growth, proactively developing strategies to expand business and optimise service delivery. Drive collaboration with cross-functional teams to meet financial and service objectives.
• Financial Oversight & Profitability: Collaborate closely with teams to drive cost savings and optimise contract profitability. Analyse lane profitability and ensure all chargebacksare invoiced by Account Managers.
• Escalation & Issue Resolution: Serve as the primary escalation point for customer-related operational challenges, ensuring swift and effective resolution to maintain high client satisfaction levels.
• Process Improvement & Analysis: Leverage analytical tools like Power BI to identify operational inefficiencies and implement solutions that improve service delivery, enhanceprofitability, and streamline processes.
• Contract Optimisation & Service Enhancement: Lead initiatives aimed at contract optimisation, cost reduction, and service enhancements, collaborating with relevant stakeholders to ensure all processes align with business goals and client expectations.

Additional Projects & Contribution:

• Health is Wealth Global Ambassador – Rolled out wellbeing initiatives for office staff anddrivers across Europe.
• Team Captain, Profitable Growth Pillar – Led initiatives focused on margin enhancementand team accountability.
• 2024 Achievement: Co-created a new NL team role to improve productivity and align with profitable growth targets

• Managed customer accounts across the EMEA region, ensuring accuracy in pricing, documentation, and international compliance.
• Resolved customer issues within defined timelines while ensuring high satisfaction and strong retention.
• Optimised operations by liaising with planning, logistics, and customs departments; ensured OTIF delivery targets were met.
• Trained new staff on Ecert and customs compliance systems.
• Regularly ran and analysed OTIF and CROTIF reports to support continuous improvement and forecasting accuracy.

Additional Role:

• Internal Auditor & Health and Wellbeing Organiser

• Managed a small customer service team within the international supply chain function.
• Acted as escalation point for customer issues and complaints.
• Oversaw export accounts and ensured timely issuance of customs documentation.
• Liaised with commercial teams, logistics providers, and international ports.

• Managed order books and seasonal transitions to ensure timely delivery.
• Produced key shipping and cancellation reports and led process enhancements across order management systems.
• Contributed to the Inspire and Energise project and led subject matter teams for workflow optimisation.

• Managed order book and coordinated with internal teams to fulfil customer orders on time.
• Generated shipping documentation and issued credit notes in SAP.
• Supported key accounts and contributed to team performance during a critical plant closure.