Meghan Turner
Littleport,Cambridgeshire
Summary
Dynamic and results-driven operations leader with 15+ years' experience transforming service delivery, driving revenue growth, and scaling high-performing teams. Proven ability to align people, process, and technology to deliver operational excellence, scalable growth, and outstanding customer outcomes. Strategic, data-driven, and innovative, with a strong work ethic and a track record of turning complex challenges into measurable results. Recognised for learning agility, creative problem-solving, and building teams that consistently exceed targets.
Overview
11
11
years of professional experience
Work history
Head of Customer Operations
Hometree
London
06.2022 - Current
- Developed and embedded a high-performing, customer-centric culture across multi-functional teams in a regulated environment: Customer Care, Complaints, Sales, Retentions, Complaints, Training & Quality, and Claims Operations.
- Lead and coach managers across a 60+ person organisation, strengthening day-to-day leadership capability and accountability.
- Introduced structured training, multi-skilling, and capability development pathways, improving eNPS from –25 to +30 and materially enhancing team performance and sales effectiveness.
- Defined strategic business cases, OKRs, and multi-year transformation roadmaps to drive major change initiatives and embed data-led decision-making.
- Delivered cost and efficiency programme: 25% reduction in average repair costs (£1.2M annual savings), 20% decrease in cost-to-serve per claim, and 20% uplift in productivity through process redesign and tighter operational controls.
- Delivered AI and automation programme reducing inbound demand (contact propensity reduction from 200% to 40%), lowered handling time (-25%): and improved call abandonment from 40% to 6%.
- Implemented advanced forecasting to improve operational planning, speed to answer, and service reliability.
- Led end-to-end operating-model transformation aligning people, process, and technology to support scalable growth.
- Drove an 80-point customer NPS uplift (–40 to +40) through journey redesign, service standards, and frontline enablement.
- Increased Net Revenue Retention to 83% by improving retention motion, service quality, and claims experience.
- Doubled sales conversion through improved lead management, centralised workload allocation, optimised contact strategies, and targeted skill development.
Head of Operations
BoilerJuice
Remote
04.2021 - 06.2022
- Led a manager team overseeing 60 Customer Service Advisors delivering sales, support, and subscription services across the full customer lifecycle.
- Scaled operations to deliver year-on-year performance improvements: abandonment down 45%, handling time down 50%, and customer retention up 5%.
- Implemented a new operating model to manage unpredictable and seasonal demand, embedding demand forecasting and Annualised Hours framework.
- Increased team engagement by 20 points through clear career pathways, structured objectives, and transparent KPI reporting.
- Rolled out the “Leaders of the Future” programme to strengthen frontline leadership capability and succession planning.
- Designed and scoped the My Account self-service platform and customer communications strategy, improving NPS and surfacing cost-reduction opportunities.
- Delivered a new telephony platform and quality management framework, driving end-to-end process improvements to raise productivity and operational control.
Head of Sales
Progressive Property
Peterborough, Cambridgeshire
10.2019 - 04.2021
- Built and led a high-performing sales function targeting growth in the education market for property entrepreneurs, managing a team of Personal Development Managers across revenue, conversion, and margin.
- Delivered £15m annualised sales turnover via a sales transformation programme covering commission redesign, contact-strategy optimisation, and end-to-end process re-engineering.
- Increased efficiency and conversion by tightening incentives, improving lead-to-sale journeys, and raising commercial discipline.
Contact Centre Manager
Thomas Cook
Peterborough , Cambridgeshire
12.2017 - 09.2019
- Led a manager layer overseeing ~150 Contact Centre Advisors delivering sales, service, and operations across Long Haul Scheduled, Cruise, and Outbound business areas for both direct customers and the retail estate.
- Delivered £70m+ annual sales revenue while maintaining high operational standards across multi-line, multi-channel teams.
- Held full accountability for contact centre operations, including resource planning, quality and KPI performance, and financial controls.
- Led people and performance management end-to-end, mentoring new contact-centre managers and building a strong succession pipeline.
- Designed and delivered coaching and development programmes to strengthen management capability and sustain high-performance culture.
- Directed an end-to-end customer experience transformation for the Scheduled Long Haul programme, spanning product and accommodation selection, customer communications, operational process redesign, and overseas customer support.
- Improved service delivery, operational efficiency, and customer satisfaction through redesigned journeys and tighter cross-functional execution.
Regional Sales Manager
TUI UK&I
East Anglia , Cambridgeshire
05.2015 - 12.2017
- Led a team of 30 Retail Managers and a wider organisation of ~280 FTE to deliver the service strategy while driving strong sales results and operational excellence.
- Coached and mentored managers to optimise performance against commercial and service KPIs, building a high-accountability culture.
- Advanced employee engagement through structured leadership development and consistent performance coaching.
- Owned regional P&L and individual store performance, delivering sustained year-on-year profit growth.
- Delivered transformational change as part of the Target Operating Model steering group, shaping and implementing new ways of working.
- Implemented resource-efficiency and productivity initiatives, improving operational cost-effectiveness and workforce utilisation.
Education
GCSE -
Ely Community College
ElyA-Levels -
Ely Sixth Form College
ElySkills
- Effective Decision Making
- Engaging, Motivating & Influencing
- Exceptional Commercial Awareness
- Great Collaborator & Communicator
- Strong Interpersonal Skills
- People Development and Coach
- Planned & Organised
- Project Management
- Proficient in all Microsoft Office applications
- Strategic Leadership
- Problem-solving
Timeline
Head of Customer Operations
Hometree
06.2022 - Current
Head of Operations
BoilerJuice
04.2021 - 06.2022
Head of Sales
Progressive Property
10.2019 - 04.2021
Contact Centre Manager
Thomas Cook
12.2017 - 09.2019
Regional Sales Manager
TUI UK&I
05.2015 - 12.2017
GCSE -
Ely Community College
A-Levels -
Ely Sixth Form College