Summary
Overview
Work history
Education
Skills
ADDITIONAL INFORMATION
Timeline
Generic

Noel Harris

Stoke-on-Trent,Staffordshire

Summary

Accomplished professional with expertise in strategic client partnership and new service line creation, driving revenue growth and account expansion. Proficient in commercialisation and software selling, with a strong focus on SaaS and CX platforms, AI, and analytics. Demonstrates exceptional executive stakeholder management skills, adept at navigating BPO operating models and vendor ecosystems. Experienced in digital commerce and CX transformation, contract negotiation, renewals, P&L ownership, and global delivery governance. Committed to leveraging skills for continued success in transforming business operations and enhancing customer experiences.

Visionary leader with strategic mindset and proven ability to drive organisational growth and innovation. Demonstrates exceptional skills in leadership and strategic planning, combined with strong communication and problem-solving abilities. Committed to fostering collaborative environment to achieve transformative results and sustained success.

Results-driven, ambitious and competitive business leader focused on transformative leadership and continuous improvement to drive growth and maximise profits. Tenacious executive ready to take on challenging role, meet goals and surpass expectations.

Dynamic executive brings proven history of successful contract negotiation and client-acquisition strategies. Builds consistent growth and profitability with diligent budget management and cost-reduction initiatives. Superior record of meeting and exceeding quarterly and annual benchmarks.

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.

Overview

16
16
years of professional experience

Work history

VICE PRESIDENT – SALES & CUSTOMER SUCCESS (EMEA)

eGain Communications Ltd
Newbury, Berkshire
04.2025 - 01.2026
  • Executive leadership role combining new business sales and enterprise client portfolio ownership across EMEA, spanning SaaS, professional services and partner-delivered managed services.
  • Own regional growth strategy across new logos, account expansion and renewals
  • Delivered 70% of annual new-logo revenue target in H1
  • Forecast to close first year at ~110% of target
  • Build and execute enterprise sales strategy targeting retail, ecommerce, telecoms and public sector verticals
  • Lead complex multi-year software and services deals including platform licensing, implementation and managed services components
  • Executive sponsor for strategic clients, owning commercial governance and long-term growth roadmap
  • Partner closely with system integrators and BPO providers to position eGain technology as part of wider CX outsourcing propositions

HEAD OF CUSTOMER SUCCESS (EMEA)

eGain Communications Ltd
Newbury, Berkshire
10.2021 - 04.2025
  • Owned enterprise customer portfolio across retail, ecommerce, telecoms and government sectors with responsibility for retention, expansion and value realisation.
  • Managed $18m ARR across strategic enterprise accounts
  • Delivered consistent 11% YoY growth through upsell, cross-sell and service expansion
  • Repositioned customer success from reactive support to proactive commercial growth engine
  • Built executive account planning framework aligned to customer P&L, digital commerce goals and CX KPIs
  • Developed structured value realisation and ROI models to support renewal and expansion cycles
  • Retail & Ecommerce portfolio included: Boohoo, LEGO, Arcadia Group, Debenhams, Yoox Net-a-Porter, Bosch, Specsavers (plus others)
  • Led digital commerce and customer service modernisation programmes across webchat, messaging, virtual assistants, knowledge management, analytics and AI-driven self-service
  • Supported clients in extending from traditional contact centre services into digital care, automation, and data-led CX optimisation
  • Regularly engaged CIO, COO, CDO and CX Directors to align technology investment to revenue growth, conversion and cost-to-serve reduction

DIRECTOR OF CUSTOMER SUCCESS – TOP TIER ACCOUNTS

eGain Communications Ltd
Newbury, Berkshire
08.2016 - 10.2021
  • Owned global strategic accounts across retail, ecommerce and regulated industries
  • Sold and expanded multi-product SaaS portfolios into existing customers
  • Structured commercial roadmaps linking software adoption to operational outcomes and revenue impact
  • Selected successes
  • Retail & Ecommerce: Delivered customer journey redesign and digital service expansion programmes improving conversion, basket completion and post-purchase support while materially reducing contact costs
  • HMRC: Digital journey strategy delivering ~£200k net benefit in first 2 months
  • EE: Knowledge platform across 6,000 agents, driving FCR +23% and NPS +30%

DIGITAL TRANSFORMATION DIRECTOR

eGain Communications Ltd
Newbury, Berkshire
06.2014 - 08.2016
  • Enterprise advisor supporting sales cycles and client transformation initiatives.
  • Designed digital CX strategies for major retailers and consumer brands
  • Defined automation and self-service roadmaps aligned to ecommerce growth
  • Supported enterprise software sales through industry expertise and solution design
  • Clients included: Coop, Allianz, Boohoo, Camelot, Express Gifts, HMRC, NBS and others.

HEAD OF CONTRACT MANAGEMENT

Capita
Leeds
07.2013 - 06.2014
  • Senior commercial and operational leadership role within large-scale BPO environment.
  • Owned digital transformation and automation roadmap for Telefonica account
  • Managed £20m total annual budget (OPEX/CAPEX)
  • Led offshore and nearshore delivery partners
  • Supported new business bids and service line design (digital care, webchat, automation)

BUSINESS OWNER – EMAIL & WEBCHAT

Telefonica UK (O2)
Leeds
11.2010 - 07.2013
  • Built profitable digital service line within large telecoms BPO operation
  • Delivered £22–28m annual net benefit through digital deflection
  • Generated ~£100m revenue via digital channels
  • Operating model adopted globally across Telefonica Group

HEAD OF EMAIL & WEBCHAT

Vodafone UK
Newbury
11.2009 - 11.2010
  • Established offshore digital care operations and analytics-led performance management.

Education

Bachelor of Science - Materials Engineering & Business Studies

Loughborough University
Loughborough

Skills

  • Strategic client partnership (enterprise retail & e-commerce)
  • New service line creation & commercialisation
  • Software services selling (SaaS, CX platforms, AI, analytics)
  • Revenue growth & account expansion
  • BPO operating models & vendor ecosystems
  • Digital commerce & CX transformation
  • P&L / budget ownership
  • Global delivery & outsourcing governance
  • Innovative mindset
  • Dynamic public speaking
  • Executive decision-making
  • Thought leadership
  • Resilience under pressure
  • E-Commerce strategies

ADDITIONAL INFORMATION

British | Full UK Driving Licence | Married

Timeline

VICE PRESIDENT – SALES & CUSTOMER SUCCESS (EMEA)

eGain Communications Ltd
04.2025 - 01.2026

HEAD OF CUSTOMER SUCCESS (EMEA)

eGain Communications Ltd
10.2021 - 04.2025

DIRECTOR OF CUSTOMER SUCCESS – TOP TIER ACCOUNTS

eGain Communications Ltd
08.2016 - 10.2021

DIGITAL TRANSFORMATION DIRECTOR

eGain Communications Ltd
06.2014 - 08.2016

HEAD OF CONTRACT MANAGEMENT

Capita
07.2013 - 06.2014

BUSINESS OWNER – EMAIL & WEBCHAT

Telefonica UK (O2)
11.2010 - 07.2013

HEAD OF EMAIL & WEBCHAT

Vodafone UK
11.2009 - 11.2010

Bachelor of Science - Materials Engineering & Business Studies

Loughborough University
Noel Harris