Martin Windsor
Leeds,West Yorkshire
Summary
Results-driven sales and operations leader with a strong focus on enhancing customer experience and team performance. Expertise in streamlining operations and implementing strategies that drive business improvement and customer satisfaction. Committed to empowering teams through data-driven decision-making and fostering robust stakeholder relationships. Creating a high-performance environment through NPS and CSAT, using bespoke development strategies. Passionate about coaching and developing team members to achieve high performance and success within the organization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sales Team Leader
Rentokil Initial
11.2024 - Current
- Leading and managing from the front to help motivate a team of Field Account Managers, embedding a high-performance and and customer-focused culture.
- Managed large customer accounts, enhancing relationship management and service delivery.
- Ensured timely resolution of enquiries, fostering a customer-first approach and increasing customer satisfaction.
- Supported monitoring and reporting on KPIs to facilitate performance improvement plans using data insights and customer feedback.
- Conducted regular performance reviews to support individual plans and maintain accountability across the team.
- Aided in developing and implementing processes that enhance reporting accuracy and operational efficiency.
- Collaborated with stakeholders to maintain consistent service standards and foster successful relationships.
- Oversaw commission and bonus processes, ensuring accuracy and alignment with performance outcomes.
- Contributed to HR-related processes for team development, engagement, and ongoing improvement.
Group Sales & Operations Manager
PPSS
Wetherby
09.2022 - 06.2024
- Executed operational and commercial enhancements across group and three brands, aligning initiatives with organisational objectives.
- Coordinated with cross-functional teams to foster continuous improvement across operations and service delivery.
- Facilitated supply chain initiatives, achieving reduced material expenses and improved delivery schedules.
- Supported the introduction of a booking and routing system to streamline operations and enhance customer communication.
- Analysed operational processes, implementing improvements that enhanced customer service quality.
- Supported analysis of customer and marketing data to optimise resource distribution and increase return on investment.
- Contributed to senior leadership discussions with data-driven insights for capacity and operational planning.
- Organised training AND Coaching programmes for new hires, equipping them with the necessary skills and knowledge for their roles.
Director of Operations (B2B)
Golley Slater
Leeds
02.2022 - 08.2022
- Delivered a full operational transformation programme, improving efficiency, service quality, and performance consistency.
- Managed team of over 50 employees, fostering culture of high performance and continuous improvement through coaching and leadership development.
- Led multi-functional teams across account management, operations, and delivery, ensuring SLA achievement across 15 client accounts.
- Streamlined internal workflows by implementing a centralised system for approvals and budget tracking, improving transparency and turnaround by 20%.
- Automated reporting processes, reducing manual effort by 25% and improving accuracy and turnaround times.
- Led development of an automated reporting solution across multiple CRM systems, improving efficiency and supporting business growth.
- Introduced structured performance frameworks with action plans and governance to enhance continuous improvement.
- Provided data-driven insights to senior stakeholders and clients, influencing strategy and enhancing service delivery.
- Hired, trained and supervised staff to meet objectives, comply with management systems and perform best practices.
Head of UK Sales & Operations
National Safety Inspections
Leeds
02.2021 - 02.2022
- Designed and implemented a full operational growth and transformation plan, including CRM implementation and KPI frameworks.
- Led operational functions for sales, field engineers, account management, recruitment, and customer bookings to ensure seamless service delivery.
- Digitised the end-to-end customer journey, improving efficiency, visibility, and customer experience.
- Introduced an online booking and customer portal, improving scheduling, communication, and service delivery.
- Drove a shift towards a customer-centric operating model, improving long-term client relationships and service outcomes.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Implemented data-driven performance management to strengthen team capability, engagement, and retention.
- Trained and mentored employees to enhance team performance through onboarding, ongoing coaching, reviews, and personal development plans.
Customer Experience Manager / Business Improvement Lead
Sky
Leeds
12.2008 - 02.2021
- Led customer experience and retention strategy, improving customer satisfaction and reducing churn.
- Analysed operational metrics (NPS, AHT, call volumes, conversion metrics) to identify improvements and optimise resource allocation in collaboration with marketing and senior leadership.
- Implemented performance frameworks and coaching programmes to support continuous improvement initiatives across customer teams.
- Delivered data-driven insights and reports to senior leadership to support strategic decision-making.
- Coached and trained team consistently to enhance performance and close knowledge gaps.
- Embedded a high-performance, customer-focused culture across all teams.
- Progressed through multiple leadership roles, culminating in responsibility for a large customer operation (130+ advisors, 3 managers, 14 team leaders).
- Led cross-functional projects, including the successful launch of a B2B broadband function and account management model.
- Led the rollout of Sky's flagship products across two major sites (Cardiff and Dublin) Supporting leadership through to completion.
- Communicated regularly with all staff and leadership to maintain clearly defined expectations.
Education
Middleton Park High
Leeds, LDSSkills
- Customer Service Leadership & Experience Enhancement
- Stakeholder Engagement & Relationship Management
- Team Leadership, Coaching & Development
- Data-Driven Decision Making & Performance Analysis
- Operational Excellence & Continuous Improvement
- Process Optimisation & Business Transformation
- Strategic Planning & Execution
- Change Management & Cultural Development
- Performance evaluation
- Performance coaching
- Performance reviews
- Motivational leadership
Accomplishments
- Coached and mentored over 200 employees. As a result, I was fortunate to see many of them succeed and continue in to more senior roles.
- Delivered large-scale operational transformation programmes improving efficiency, service delivery, and customer experience.
- Successfully implemented automation and process improvements reducing manual workload and increasing accuracy.
- Led high-performing teams across multiple functions, improving engagement, retention, and performance.
- Influenced senior stakeholders to adopt data-driven strategies and operational improvements.
- Developed and instituted employee training and retention initiative that reduced employee turnover by 30% within 2 years
- Recognised by management on several occasions for embedding customer centric behaviours, leading to increased CSAT scores, less complaints and an increased NPS score - This lead to more opportunity to acquire more business.
Additional information
Strong communicator with the ability to influence at all organisational levels., Analytical and solution-focused approach., Passionate about continuous improvement, operational excellence, and customer outcomes.
Certification
- Agile and certified Scrum Master, I continue to utilise the skills gained from this to ensure any projects; large or small are tackled using the agile methodology. This has allowed me to deliver outcomes specifically tailored to the stakeholder's needs in a timely manner
Hobbies and interests
- I love any sport that has a ball. I particularly love playing and watching football. I also love to play tennis and squash when I can.
- In addition to sports I love to keep fit, running, gym and swimming are a passion of mine.
Timeline
Sales Team Leader
Rentokil Initial
11.2024 - Current
Group Sales & Operations Manager
PPSS
09.2022 - 06.2024
Director of Operations (B2B)
Golley Slater
02.2022 - 08.2022
Head of UK Sales & Operations
National Safety Inspections
02.2021 - 02.2022
Customer Experience Manager / Business Improvement Lead
Sky
12.2008 - 02.2021
Middleton Park High