Kirby Morgan
Launceston,Cornwall
Summary
Accomplished programme manager with extensive expertise in programme management, budget management, and resource allocation. Proven track record in change management and strategic problem solving, ensuring successful implementation of complex programmes. Adept at training and development, conflict resolution, and escalation handling. Demonstrated proficiency in project management, performance management, and process mapping. Committed to driving organisational success through effective implementation programme design and continuous improvement initiatives.
Overview
17
17
years of professional experience
2026
2026
years of post-secondary education
Work history
Customer Delivery Programme Manager
ParentPay Group
, Remote
2024.01 - 2025.03
- Manage UK and Overseas teams with 10 direct reports
- Manage a multi-brand programme of delivery valued at circa £5m
- Built a detailed programme plan to track project status against timeline and budget
- Implemented KPI targets and best practice working programme
- Reduced stalled implementations by 75%, by introducing a "disaster plan" for stalled projects
- Redesigned team structure to ensure all contracts onboarded on time and within budget, also ensuring team operate at minimum of 80% utilisation
- Redesigned the process to manage and deploy projects ranging from single school sites to large caterer implementations
- Created opportunities for personal and professional development for team members
- Introduced 360 feedback and train the trainer schemes within department
- Aligned all project activities to business goals for maximum impact
Customer Onboarding Programme Manager
ParentPay Group
, Cornwall, Hybrid
2020.01 - 2024.01
- Managed UK and Overseas teams with 13 direct and indirect reports
- Planned and delivered new implementation programmes for multiple PPG brands – ParentPay, Schoolcomms, Cypad, BlueRunner
- Influenced business change and success through collaborations with different stakeholders – reducing order to first value time by 50%
- Drove team to achieve critical KPIs and key deliverables
- Led performance reviews and tailored feedback to facilitate professional development
- Championed customer-focused initiatives, improving client satisfaction rates
- Executed risk assessment strategies to mitigate potential project threats
Customer Onboarding Programme Manager
Schoolcomms
Bude, Cornwall
2017.01 - 2020.01
- Managed a UK based team of 7, setting and monitoring KPIs aligned to wider business goals
- Documented team processes and worked cross-departmentally to improve long-standing processes, decreasing customer order to first value by 20%
- Produced monthly status reports for Senior Leadership Team
- Gathered customer and employee feedback to improve internal training materials
- Contributed to large-scale tender bids
- Coordinated cross-departmental collaboration for improved workflow
- Optimised resource allocation for increased profits
Customer Onboarding Consultant
Schoolcomms
Bude, Cornwall
2014.01 - 2017.01
- Designed and delivered modular remote training sessions, reducing stalled setups by 35%
- Managed inbound Onboarding calls, email correspondence and ticketing system
- Designed and built customer knowledge base and e-Learning guidance
- Built and maintained relationships with clients to provide ongoing support
- Increased additional sales through upselling during onboarding sessions, increasing revenue by 5% per customer
- Oversaw improvements in retention rates via proactive engagement during initial contract period
Visual Merchandiser
JD Williams
Manchester, Greater Manchester
2013.01 - 2013.12
- Created product presentations to align with brand image and ethos
- Planned and executed shop floor moves
- Inventory management and stock planning
- Built a How-To guide for new starters
Various Other Roles
Manchester, Merseyside
2008.01 - 2013.12
- While at college and university I had several roles within retail, hospitality and recruitment at companies such as Next, Banana Republic, ASDA, JD Wetherspoon and JW Lees
Education
ILM Level 3 Leadership & Management Award -
BSc (Hons) - International Fashion Marketing
Manchester Metropolitan University
2010.09 - 2013.04
4 x A-Levels - Grades A - C
Carmel College
2008.09 - 2010.06
12 x GCSEs - Grades A- C
Rainhill High School
2003.09 - 2008.07
Skills
- Programme management
- Budget management
- Resource management
- Change management
- Strategic problem solving
- Training and development expertise
- Implementation programme design
- Conflict resolution and escalation handling
- Project management
- Performance management
- Process mapping
Timeline
Customer Delivery Programme Manager
ParentPay Group
2024.01 - 2025.03
Customer Onboarding Programme Manager
ParentPay Group
2020.01 - 2024.01
Customer Onboarding Programme Manager
Schoolcomms
2017.01 - 2020.01
Customer Onboarding Consultant
Schoolcomms
2014.01 - 2017.01
Visual Merchandiser
JD Williams
2013.01 - 2013.12
BSc (Hons) - International Fashion Marketing
Manchester Metropolitan University
2010.09 - 2013.04
4 x A-Levels - Grades A - C
Carmel College
2008.09 - 2010.06
Various Other Roles
2008.01 - 2013.12
12 x GCSEs - Grades A- C
Rainhill High School
2003.09 - 2008.07