- Spending time with family, Travel, Reading, Walking and local charity work - supporting vulnerable people attend social activities
Pamela Jones
North East Lincolnshire ,Winteringham
Summary
Seasoned customer experience professional with over 20 years in the automotive sector, focusing on strategies that enhance consumer journeys and deliver value. Managed key accounts and led large teams in high-pressure environments, boosting team efficiency and customer satisfaction. Expert in fostering customer-centric cultures through engagement strategies and continuous improvement initiatives, driving success through elevated client experiences and data-driven retention solutions.
Overview
21
21
years of professional experience
Work History
Customer Success Director
Keyloop
04.2021 - Current
- Provide comprehensive leadership and oversight for a European and UKI customer success team consisting of 23 Customer Success Managers and 14 countries, driving consistent customer outcomes through proactive engagement and simplified customer touchpoints and playbooks.
- Encourage collaboration and Customer Success Teams to work cross functionally, by ensuring awareness of onboarding activities, capturing proactive touchpoints with the customer to build a trusted advisor relationship.
- Measure product value by tracking solution usage and customer interaction with key product features.
- The introduction of ‘Customer of the month’, ensures clients feel valued and engaged. These initiatives have increased NRR by 5% year to date.
- Actively partner with Keyloop leaders to improve and streamline processes such as alignment of acquired businesses and their transition into Keyloop.
- Communicate daily with each CSM, enjoy developing and mentoring to ensure a more cohesive team and customer experience.
- Accountable for managing NPS, CSAT satisfaction and LTV and by regularly tracking and analysing these KPIs I can quickly identify any customer risks that require a proactive back to health plan.
- For UKI enterprise accounts I support my team by attending customer meetings to understand challenges, listen to concerns and work with relevant teams to expedite further risk.
- The back to health initiative has increased retention by 5% and strengthened relationships and identified cross sell and upsell opportunities.
- Led various high-impact projects, account billing alignment for all Keyloop acquired businesses.
- Implemented a robust Customer Success onboarding program for new hires by market.
- Various projects to change and improve customer touchpoint and tracking within our central Salesforce system.
- Instrumental in the acquisition of enquiryMAX into the Keyloop business, standardising operations and implementing a new Customer Success Team and Business Process Improvement framework that standardised all practices with the Customer enablement function, resulting in an overall efficiency improvement by 20%.
- Spearheaded a project in 2022 for Support ticket automation that saved over 1000 hours per year and improved response times to customer enquiries by 10%.
- Achieved 5% customer retention rate for 2024 by focusing on risk activities and implementing back to health plans by account.
- Leading on the Salesforce Customer Success change project to capture touchpoints activities and risk, which has improved customer engagement by 10% and increased visibility of opportunities across the business.
- Developed and mentored future leaders, ensuring a pipeline of talent within the organisation.
- Developed Customer Success Playbooks that have increased productivity of Customer Success Managers by 30%.
People Services Director
EnquiryMAX (Keyloop)
03.2015 - 04.2021
- Appointed by the business owner to a startup company to lead various business initiatives for a new automotive software solution.
- Held various roles from Operations, Human Resources to Account Management.
- My role commenced by building relationships with OEMs and Key Retailer Groups from both achieving the sale to implementation of the solution.
- My role evolved to setting up the Project Delivery and Incident management teams, with the objective of delivering an innovative supported Lead Management Solution to a growing network of Retailers and OEMs.
- By 2021 when the business was acquired by Keyloop, the business had circa 1500 UK based retailers, OEMS and a majority market share within Automotive Lead Management Solutions.
- Played a crucial role in the development of the enquiryMAX solution.
- Managed the business operational budgets, ensuring cost-effective use of resources while maintaining high service standards.
- Focused on developing teams through mentoring and coaching programmes, across various topics such as software development, project management and service delivery.
- Led the company through the ISO92001 compliance standardising procedures across all departments and preparing the business for sale.
- Successfully won a contract with JLRUK to implement enquiryMAX as a mandated solution across a network of 160 retailers to the value of 800k in 2016 by 2021 the account value was circa 1.5 million.
- Successfully developed a National OEM reporting suite, generating approx. 600k across various brands such as Suzuki UK, VWGUK, Mazda and TGBUK.
- Successfully, led the implementation and accreditation of ISO92001 standards in 2020.
- Successfully led the delivery of 75 third party solution integrations across Finance, Compliance, Used Vehicle and DMS generating a revenue of 350k per year.
- Instrumental to the Merger and Acquisition process into Keyloop.
Sales Operations Project Manager
Volkswagen Group UK
10.2010 - 03.2015
- Led the Project delivery team for the implementation of eGoodManners Lead Management solution across circa 500 retailers across all brands including a fleet solution for VWCV.
- Oversaw the daily project planning of the eGoodManners solution and deliverables of 5 project managers and 12 implementation trainers within budget and agreed timescales.
- Successfully navigated complex product and solution requirements gathered across 50 retailer workshops in the UK.
- Led the eGoodManners lead management solution rollout to 500 retailers over 18 months.
- The Implementation of the solution successfully improved sales across all brands by 20% leading to further opportunities around training consultancy, which generated a further 30k in revenue.
- Test drive rates improved by 60%, as previously, this was recorded manually.
- Developed and maintained strong stakeholder relationships, ensuring continued service and customer excellence.
- Revised the retail sales excellence sustainability programme, increasing sales and customer follow up activity by 10%.
Senior Account Manager
Egoodmanners (Manheim UK)
03.2005 - 10.2010
- Developed and nurtured strong client relationships through effective communication and expert service, driving continued satisfaction and increased business, culminating in Manheim Cross Seller of the Year award in 2010.
- Led a project to increase opportunities within Lexus, generating 120 additional sales in one weekend.
- Project managed the Implementation of ‘online test drive booking’ facility for Toyota GB, increasing sales by 15%.
- Managed supplier relationship valued at 1 million per year, supporting contract negotiations, conducting service level reviews, and developing product strategies and applications, ensuring successful implementation rollout.
- Collaborated with Sales Director on 13 dealer groups and 3 manufacturers, creating sales targets for each product and service stream, preparing performance reviews and user assessments, managing service level agreements, attending quarterly network reviews, resolving issues with support and development teams, and overseeing enhancements from initial request to inception, resulting in improved contract value.
- Implementation of a customer capture app available on all mobile technologies. Thus, improving customer data capture by 8%.
- Initiated the introduction of the ‘Effective Lead Management’ training course for new Sales Managers as part of the VWG factory qualification process.
- Secured a training contract to the value of 100k with General Motors Saab in 2009.
Education
CIPD level 3 and 5 -
Human Resources
Prince 2 Foundation and Practitioner level -
SaFE Methodology training -
NVQ Level 2 & 3 -
Information & Technology
NVQ Level 2 -
Health & Safety
NVQ Level 3 - (CIPD approved)
Teaching, Learning & Development
A1 & A2 Assessor Certificate -
NVQ Level 2 & 3 -
Customer Service
IMI Sales & Development Management Training -
Skills
- Customer relationship management
- Account Relationship Management
- Stakeholder Management
- Stakeholder Engagement
- Negotiation & Conflict Resolution
- Change Management
- Cultural Transformation
- Operational Strategy
- Process Optimisation
- Continuous Improvement
- Performance Management
- Resource Management
- KPI Development & Monitoring
- Financial Analysis & Reporting
- Contract Management
- Audit compliance
- Data-driven decisions
- Negotiation skills
- Mentorship & Coaching
- Team building
- Networking & Relationship Building
- Employee Relations
- Customer Service Excellence
- Presentation Skills
- Customer management
- Vendor & Supplier Management
- Stakeholder engagement
- Leadership development
Custom
- CIPD level 3 and 5 Human Resources
- Prince 2 Foundation and Practitioner level
- SaFE Methodology training
- NVQ Level 2 & 3 Information & Technology
- NVQ Level 2 Health & Safety
- NVQ Level 3 Teaching, Learning & Development (CIPD approved)
- A1 & A2 Assessor Certificate
- NVQ Level 2 & 3 Customer Service
- IMI Sales & Development Management Training
Interests
Timeline
Customer Success Director
Keyloop
04.2021 - Current
People Services Director
EnquiryMAX (Keyloop)
03.2015 - 04.2021
Sales Operations Project Manager
Volkswagen Group UK
10.2010 - 03.2015
Senior Account Manager
Egoodmanners (Manheim UK)
03.2005 - 10.2010
CIPD level 3 and 5 -
Human Resources
Prince 2 Foundation and Practitioner level -
SaFE Methodology training -
NVQ Level 2 & 3 -
Information & Technology
NVQ Level 2 -
Health & Safety
NVQ Level 3 - (CIPD approved)
Teaching, Learning & Development
A1 & A2 Assessor Certificate -
NVQ Level 2 & 3 -
Customer Service