NIGEL GLAZIER
Reading
Summary
Customer-focused operational transformation leader with experience improving service quality, simplifying customer journeys and embedding new ways of working across service-critical, regulated and high-scrutiny environments. Skilled at aligning cross-functional teams, strengthening governance and delivering change that reduces failure demand, improves communication and enhances customer outcomes. Brings a pragmatic, people-centred approach to project delivery, operational uplift and continuous improvement.
Overview
11
11
years of professional experience
Work History
Commercial Lead
AllPoints Fibre
01.2025 - 12.2025
- Led the partner-consolidation transformation programme, coordinating complex change activity across a 75-partner fibre network - a service-critical, utility-style environment with significant operational dependencies.
- Strengthened governance and communication across the partner network, reducing operational noise and improving service stability during customer-impacting incidents.
- Supported adoption of automated workflows that improved visibility, reduced customer escalations and enabled smoother end-to-end service delivery.
- Secured a £185K commercial agreement through structured stakeholder engagement and cross-functional coordination.
- A service-critical, utility-style environment with significant operational dependencies.
Telesales Manager
Cuckoo Broadband
01.2023 - 12.2025
- Built and led a 15-person telesales function across two centres, embedding KPIs, performance frameworks and quality standards.
- Delivered 42% sales growth through coaching, process improvement and structured performance management, improving customer conversion and downstream service readiness.
- Played a key role in integrating four operating companies into a unified platform, supporting teams through change.
- Improved installation success rates by strengthening communication between sales, provisioning and field teams, reducing customer rework and repeat contact.
Sales Manager / Regional Manager
Swish Fibre
01.2021 - 12.2023
- Delivered triple-digit B2C sales growth through structured processes, capability building and improved communication.
- Strengthened operational readiness and reduced risk through clearer workflows and cross-team coordination, improving customer communication and first-time installation success.
- Supported regional expansion through targeted outreach, community engagement and operational alignment.
Sales & Customer Experience Manager
PC World
01.2015 - 12.2021
- Grew channel account revenue from £150K to £550K through structured account management and relationship building.
- Led a 35-person team delivering region-leading customer satisfaction and operational performance.
- Improved service quality through coaching, process improvement and consistent customer-experience standards.
Education
BSc - Geography
University of London
Skills
- Customer-journey improvement
- Service transformation
- Cross-functional project delivery
- Stakeholder influence
- Retail operations
- Customer-outcome improvement
- Process simplification
- Workflow redesign
- Data-driven insight
- Performance optimisation
- Governance
- RAID
- RAG
- Project controls
- Change readiness
- Adoption
- Behaviour change
- Communication
- Engagement
- Coaching
Additional Information
Hybrid/Reading based with flexibility for travel, Strong customer ethic and service-quality focus, Experienced in service-critical, regulated and high-scrutiny operational environments, Resilient, pragmatic and comfortable navigating ambiguity
Custom Section
- Customer-journey improvement and service transformation
- Cross-functional project delivery and stakeholder influence
- Retail operations and customer-outcome improvement
- Process simplification and workflow redesign
- Data-driven insight and performance optimisation
- Governance, RAID, RAG and project controls
- Change readiness, adoption and behaviour change
- Communication, engagement and coaching
Timeline
Commercial Lead
AllPoints Fibre
01.2025 - 12.2025
Telesales Manager
Cuckoo Broadband
01.2023 - 12.2025
Sales Manager / Regional Manager
Swish Fibre
01.2021 - 12.2023
Sales & Customer Experience Manager
PC World
01.2015 - 12.2021
BSc - Geography
University of London