Natalia Sumichina
Peterborough,UK
Summary
A seasoned professional with expertise in strategic relationship and account ownership, adept at managing national and multi-site partnerships within regulated and high-risk environments. Demonstrates proficiency in SLA, KPI, and service performance management, ensuring optimal operational mobilisation and integration planning. Skilled in cross-functional stakeholder collaboration, serving as the voice of the partner internally while effectively handling escalations and complex problem resolution. Committed to driving excellence in service delivery through meticulous attention to detail and proactive engagement with partners.
Overview
11
11
years of professional experience
Work history
Contract & Relationship Manager
Royal Mail Group – Royal Mail Courier Services (RMCS)
2018.10 - 2026.03
- Own and manage national, high-value customer relationships within time-critical and regulated logistics environments.
- Act as senior escalation point, coordinating responses across operational, compliance, and leadership teams.
- Conduct structured service reviews, monitoring performance against contractual measures and service standards.
- Support contract renewals with operational insight and performance data.
- Prepare and assess tender bids.
- Lead customer onboarding and service mobilisation across multiple UK regions.
- Maintain strong working relationships with major UK government departments, utilities & energy providers, financial institutions and NHS.
Operations Manager
2017.10 - 2018.09
- Led specialist courier operations within a high-pressure national framework.
- Managed SLA adherence and service reliability across regional teams.
- Directed escalation management processes and coordinated rapid operational responses.
- Oversaw compliance standards across fleet and contractor networks.
Resourcing Manager
2015.09 - 2017.09
- Led national fleet onboarding and compliance.
- Managed large-scale recruitment and onboarding of drivers and subcontractors.
- Ensured legal, security, and operational standards were consistently met.
Education
BA (Hons) - Business Administration
LCC International University
NVQ Level 3 - Management
NVQ Level 3 - Customer Service
Level 2 & 3 - Counselling Skills (BACP)
Skills
- Strategic relationship and account ownership
- National and multi-site partner management
- Regulated and high-risk operating environments
- Voice of the partner internally
- SLA, KPI, and service performance management
- Cross-functional stakeholder collaboration
- Escalation handling and complex problem resolution
- Operational mobilisation and integration planning
INTERESTS
Audiobooks, psychology, volunteering (Age UK), travelling
Affiliations
- Audiobooks, psychology, volunteering (Age UK), travelling
Languages
English
Fluent
Russian
Native
Lithuanian
Fluent
References
References available upon request.
Timeline
Contract & Relationship Manager
Royal Mail Group – Royal Mail Courier Services (RMCS)
2018.10 - 2026.03
Operations Manager
2017.10 - 2018.09
Resourcing Manager
2015.09 - 2017.09
NVQ Level 3 - Management
NVQ Level 3 - Customer Service
Level 2 & 3 - Counselling Skills (BACP)
BA (Hons) - Business Administration
LCC International University