Summary
Overview
Work history
Education
Skills
Timeline
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MARTIN HENDERSON

Prestonpans,East Lothian

Summary

Strategic and results-driven management professional with over 11 years of experience driving operational excellence, streamlining processes, and fostering business growth. Demonstrated success in overseeing end-to-end organizational functions, including supply chain management, team leadership, and performance optimization. Adept at executing strategic initiatives that enhance productivity, reduce costs, and increase profitability. Recognized for building collaborative, high-performing teams and implementing innovative, data-informed solutions aligned with corporate goals. Possesses strong analytical and problem-solving capabilities; currently seeking a new opportunity to contribute expertise and leadership to a dynamic organization.

Overview

9
9
years of professional experience

Work history

Account Manager- Scottish Parliament

Mitie Facilities Management
Edinburgh
03.2024 - Current
  • Increased client satisfaction, implementing strategic account plans to foster growth. Successfully turned around client perception within the first four months, playing a key role in securing the retention of a critical service contract.
  • Spearheaded sustainability initiatives that delivered measurable cost savings while aligning operations with environmental goals.
  • Managed end-to-end recruitment, absence, and performance processes for a team of 26, ensuring optimal workforce planning and team stability.
  • Led performance improvement strategies that elevated KPI scores from historic lows to consistently exceeding 90%.
  • Fostered a culture of accountability and high performance through effective coaching, performance reviews, and staff development.
  • Built and maintained strong client relationships by responding proactively to feedback, delivering service improvements, and exceeding expectations.
  • Prepared detailed reports to provide insight into account performance.
  • Kept up-to-date with market trends to identify opportunities to improve product and service offerings.
  • Maintained quality assurance standards for all products and services.

Business Unit Manager

Brodies Segafredo
Musselburgh
10.2023 - 01.2024
  • Led a team of 15+ employees to consistently achieve daily SLAs and KPIs, ensuring high levels of performance and productivity.
  • Assessed operational expenses, saving £5K annually by renegotiating contracts and switching to cost-effective suppliers.
  • Strengthened supplier and customer relationships through regular feedback meetings and proactive communication.
  • Collaborated cross-functionally with other departments to ensure seamless execution of business initiatives.
  • Improved operational efficiency by 15% through targeted waste reduction and process optimisation.
  • Maintained high production standards by modelling best practices and enforcing adherence to company policies and procedures.
  • Managed inventory and receiving operations to ensure optimal stock levels and alignment with business demands.
  • Conducted weekly safety audits and observations to uphold compliance with health and safety regulations.

Operations Manager

Communisis
Edinburgh
11.2018 - 09.2023
  • Led and developed a team of 30+ through effective communication, coaching, and performance management.
  • Delivered projects on time and within budget through cross-functional stakeholder collaboration.
  • Assessed 200+ change requests to evaluate risk, cost, and benefit, supporting informed decision-making.
  • Increased productivity by 15% using Lean and 6S methodologies.
  • Secured ISO 9001 site accreditation by aligning processes with quality standards.
  • Negotiated with key suppliers to achieve 15% cost reductions.
  • Decreased customer complaints by 20% through improved quality control procedures.
  • Identified and mitigated operational risks with targeted strategies.
  • Reduced headcount by 10% while boosting workforce flexibility by 20%.

Account Manager- Lloyds Banking Group

Communisis
Edinburgh
08.2016 - 11.2018
  • Increased account revenue by 10% through proactive engagement and growth identification.
  • Improved customer satisfaction score by 5% through consistent service delivery and communication.
  • Produced detailed account health and performance reports for senior management.
  • Delivered exceptional client service to strengthen relationships and support future business opportunities.
  • Resolved customer issues promptly, enhancing loyalty and retention.
  • Served as the primary point of contact, maintaining regular and effective client communication.

Education

BSc Hons - Microbiology

Napier University
04.1997

Skills

  • Relationship Building – Ability to develop and maintain strong, long-term client relationships to ensure satisfaction and retention
  • Communication Skills – Clear, persuasive verbal and written communication for interacting with clients, internal teams, and stakeholders
  • Customer-Centric Mindset – Focus on understanding and meeting client needs to drive loyalty and business growth
  • Strategic Thinking – Ability to align account strategies with overall business goals and identify new opportunities for growth
  • Negotiation and Persuasion – Skilled in handling pricing, contracts, and service terms to achieve win-win outcomes
  • Project Management – Coordinating timelines, deliverables, and resources across teams to ensure seamless service delivery
  • Problem Solving – Quickly identifying issues and implementing effective solutions to maintain client satisfaction
  • Analytical Skills – Using data to track performance, identify trends, and inform account planning

Timeline

Account Manager- Scottish Parliament

Mitie Facilities Management
03.2024 - Current

Business Unit Manager

Brodies Segafredo
10.2023 - 01.2024

Operations Manager

Communisis
11.2018 - 09.2023

Account Manager- Lloyds Banking Group

Communisis
08.2016 - 11.2018

BSc Hons - Microbiology

Napier University

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MARTIN HENDERSON