Leigh Hemms
Blackwood,United Kingdom
Summary
Accomplished professional with expertise in operational continuity planning and crisis management, adept at regional resource coordination and peak planning. Proven track record in stakeholder engagement, service level management, and risk mitigation. Skilled in cross-functional leadership and strategic execution, with a focus on performance reporting and data analysis. Committed to enhancing business continuity through effective incident response and resource allocation. Proficient in Microsoft Office and SAP CRM systems, aiming to leverage skills for impactful organisational growth.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
Work history
Gas Dispatcher
Wales & West Utilities
Newport, Newport
03.2009 - 05.2025
- Coordinated real-time operational response across multiple regions within a regulated, safety-critical infrastructure environment.
- Led cross-functional coordination during high-impact incidents including severe weather events, infrastructure failures and emergency gas escapes.
- Maintained 99% compliance against one-hour emergency response targets.
- Reallocated engineering resources dynamically to manage disruption and ensure service continuity.
- Acted as central point of contact between field engineering teams, operational management and external stakeholders.
- Contributed to business continuity planning and strengthened response procedures.
- Produced performance reporting and operational analysis to support leadership decision-making.
Client Success Manager
Mamba Marketing
Cwmbran, Torfaen County Borough
06.2025 - 02.2026
- Lead end-to-end planning and deployment of multi-channel projects across cross-functional commercial and operational teams.
- Manage a high-value portfolio of clients, ensuring delivery against performance, financial and service objectives.
- Coordinate internal teams across strategy, analytics and design to deliver complex projects to deadline.
- Provide structured reporting and strategic recommendations to senior stakeholders.
- Identify operational improvement opportunities and implement performance frameworks to increase efficiency and accountability.
- Maintain 98% client retention through proactive stakeholder management and delivery consistency.
Team Leader – Sales
Conduit Global
Cardiff, Cardiff
01.2008 - 02.2009
- Led and developed a team of six in a high-performance environment, exceeding sales targets by an average of 15% per quarter.
- Designed and delivered structured training programmes to improve product knowledge and performance outcomes.
- Implemented daily performance monitoring systems to enhance accountability and consistency.
Education
A Levels - Geography (B), Design Technology (B)
Coleg Gwent
Newport, Wales 09.2006 - 09.2008
GCSEs - 9 GCSEs (Grades B–C), including Mathematics, English and Science
Pontllanfraith Comprehensive School
Caerphilly 09.2000 - 09.2005
NVQ Level 2 - Customer Services
City & Guilds
Cardiff 03.2010 - 10.2010
Skills
- Operational Continuity Planning
- Crisis & Disruption Management
- Regional Resource Coordination
- Peak Planning & Deployment
- Stakeholder Engagement (Internal & External)
- Service Level & KPI Management
- Risk Mitigation & Compliance
- Cross-Functional Leadership
- Strategic Planning & Execution
- Performance Reporting & Data Analysis
- Business Continuity & Disruption Coordination
- Incident & Emergency Response Management
- Regional Resource Allocation & Workforce Deployment
- Service Level Agreement (SLA) & KPI Monitoring
- Operational Performance Reporting & Trend Analysis
- Root Cause Analysis & Process Improvement
- Risk Assessment & Escalation Management
- Standard Operating Procedure (SOP) Development
- Cross-Functional Stakeholder Engagement
- Executive Reporting & Performance Briefings
- Microsoft Office (Excel, Word, PowerPoint, Teams)
- SAP CRM & Operational Systems
- Customer empathy
- Data visualization techniques
- Developing client strategies
References
Samantha James from Wales & West Utilities
Samantha.James@wwutillities.co.uk · 07475 268651
Kelly Jones from Wales & West Utilities
Kelly.jones@wwutilities.co.uk · 07816 361252
Callum Taylor from Mamba Marketing Ctaylor@mamba.marketing · 07479 510267
Voluntary Leadership & Community Engagement
Chairman – FUEL Group (Future of Understanding Engagement and Listening) Wales & West
Utilities (Voluntary Role) | 2017 – 2020
• Ambitiously selected to lead this high-impact, unpaid role, project-managing a working group of senior company leaders, directors, and energy sector CEOs.
• Orchestrated and implemented a multi-year strategy to plan and execute projects aimed at achieving the 'Investors in People' (IIP) accreditation.
• Successfully led the company to achieve the Silver Investors in People Award year-on-year throughout the 2017-2020 tenure.
• Proactively undertook the role to build senior-level project management skills and contribute to the company's long-term strategic success.
Community Fundraising | 2012 – Present (or relevant dates)
• As a dedicated, community-driven individual, have personally led and organised major fundraising initiatives, successfully raising over £100,000 .
• All funds raised directly support vital services for children with severe disabilities and the Trinity Fields Resource Centre.
Timeline
Client Success Manager
Mamba Marketing
06.2025 - 02.2026
NVQ Level 2 - Customer Services
City & Guilds
03.2010 - 10.2010
Gas Dispatcher
Wales & West Utilities
03.2009 - 05.2025
Team Leader – Sales
Conduit Global
01.2008 - 02.2009
A Levels - Geography (B), Design Technology (B)
Coleg Gwent
09.2006 - 09.2008
GCSEs - 9 GCSEs (Grades B–C), including Mathematics, English and Science
Pontllanfraith Comprehensive School
09.2000 - 09.2005