Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
References
Timeline
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Pennie Bailey

General Manager of Strategic Accounts
Lichfield,STS

Summary

With almost two decades of experience in the logistics industry, I am a General Manager of Strategic Accounts at Palletforce, a leading pallet network in the UK. I oversee the operations, performance, and growth of our key accounts, ensuring high levels of customer satisfaction, service quality, and profitability. I also lead the development and implementation of strategic initiatives and best practices to optimize our network efficiency, capacity, and sustainability. Some of my achievements include securing a large contract with a major retailer, increasing the network volume by 15%. I have a strong background in operations, customer services and supply chain management, with skills in logistics, planning, analysis, negotiation, and project management. I am passionate about delivering innovative and customer-centric solutions that meet the changing needs and expectations of the logistics market. I prioritise collaboration, excellence, and continuous improvement, fostering a positive and inclusive culture within my team, the organisation and with all customers. Customer-oriented General Manager with 18 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.

Overview

18
18
years of professional experience

Work History

General Manager Strategic Accounts

Palletforce
Burton-on-Trent, Staffordshire
04.2021 - 09.2025
  • Increased departmental profit reaching over £1 million annually
  • Passed on account rate increases to all accounts
  • Establishing a new continuous improvement plan for all accounts.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget implementations, employee evaluations, and contract details.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.

Operations Manager, Strategic Accounts

Palletforce
Burton-on-Trent, Staffordshire
11.2018 - 04.2021
  • I was asked to move into a newly created role of Operations Manager for Depot 900 (Strategic Accounts) which reflected the growing business need from the corporate portfolio, and my professional growth.
  • During this period, I delivered an increase in the Strategic Accounts input by over 50%, whilst retaining all original accounts.
  • Working closer with Palletforce Operations to ensure the increased volume would be handled without any issues.
  • Effectively planning and influencing home working for the department during Covid, to ensure that risk at Palletforce Hub was minimised and Customer Service was not affected.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Analyzed and reported on key performance metrics to senior management.
  • Managed budgets effectively, consistently meeting targets within financial constraints.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Supervisor Strategic Accounts

Palletforce
Burton-on-Trent, Staffordshire
05.2015 - 11.2018
  • Grew the team from 3 members of staff to 6 to reflect the increase in the range of customers bought on and their needs.
  • Over this time, Strategic Accounts underwent significant growth within the customer-base which was very exciting to support the operational aspect of the business in delivering this.
  • Successfully resourcing and upskilling the team to support the growing needs of the accounts.
  • Creating KPI reports for all national accounts that were used in all business reviews.
  • Completing invoicing and reporting for senior management.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Customer Service Coordinator, Strategic Accounts

Palletforce
Burton-on-Trent, Staffordshire
03.2011 - 05.2015
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Coordinator, Depot Support

Palletforce
Burton-on-Trent, Staffordshire
02.2008 - 03.2011
  • Responsibilities; managing all customer service issues raised by the Palletforce member depots, ensuring that freight that passed through the hub went to the correct place and resolving all issues in a timely manner.

Education

BA (Hons) Bachelor of Law -

University of West of England
Bristol
08.2007

A Level - Business Studies

King Edward VI
Lichfield
07.2002

GSCE - English Language, English Literature, Mathematics, Double Science

King Edwards VI
Lichfield
07.2000

Skills

Leadership

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Accomplishments

  • Becoming a member of Palletforce Operations Board
  • Completed Why Women Don't Play Golf training course
  • NVQ level 3 in Customer Service

Interests

Family
Traveling within the UK
Exploring the countryside
National Trust membership

References

References available upon request.

Timeline

General Manager Strategic Accounts

Palletforce
04.2021 - 09.2025

Operations Manager, Strategic Accounts

Palletforce
11.2018 - 04.2021

Supervisor Strategic Accounts

Palletforce
05.2015 - 11.2018

Customer Service Coordinator, Strategic Accounts

Palletforce
03.2011 - 05.2015

Customer Service Coordinator, Depot Support

Palletforce
02.2008 - 03.2011

BA (Hons) Bachelor of Law -

University of West of England

A Level - Business Studies

King Edward VI

GSCE - English Language, English Literature, Mathematics, Double Science

King Edwards VI
Pennie BaileyGeneral Manager of Strategic Accounts