Robert Crowe

• Manage daily operations for Vergo T1 Accounts exceeding £5m.
• Supervise six Coordinators to ensure efficient account management.
• Management of four Quality & Escalation Managers to address escalations and maintain compliance.
• Monitor KPIs for team growth, profit margins, P&L, audit scores, and retention.
• Serve as primary contact for key accounts, fostering strong client relationships.
• Report directly to MD and collaborate with Senior Leadership Team on strategic initiatives.

Directed Customer Relationship Department with portfolio valued at £3.8m across UK, France, Germany, and Australia.

• Managed four Customer Relationship Managers, delegating portfolio responsibilities effectively.
• Oversaw hiring, training, and ongoing development of Customer Relationship Managers.
• Formulated strategies, set KPIs, and developed customer care plans in collaboration with senior leadership.
• Collaborated with various departments to enhance customer success and internal growth.
• Executed annual goal setting and strategic planning alongside Managing Director and Senior Leadership Team.
• Handled all aspects of credit control, finance, operations, HR, sales, and corporate account management.

• Managed a portfolio of clients valued at £1.2m, identifying needs and KPIs.
• Led a team of Customer Relationship Managers across UK, France, Germany, and Australia.
• Oversaw account retention, growth, service standards, and invoicing for designated sectors.
• Conducted regular Executive Business Reviews with clients to assess performance.
• Coordinated visit schedules, ensuring timely updates to key stakeholders.
• Advised clients on innovations and cost-saving initiatives alongside legal compliance.
• Provided tailored support through direct customer visits to address specific requirements.
• Ensured adherence to health, safety, and environmental regulations.
• Revamped the complaints process for a more efficient resolution system.
• Developed standard operating procedures to streamline customer service operations.
• Implemented a new CRM system for improved data management and analysis.
• Managed difficult situations, ensuring customer retention and loyalty.
• Introduced digital tools to improve the overall customer journey.

• Company Overview: Ecolab – South West England & Wales
• Both Line Manager and Sales Manager to a team of Sales Development Managers and a Key Account Manager across the South West of England and South/ mid Wales.
• Annual target of £1.45m- each year this was surpassed by 8%, 7.5% and 12% respectively.
• Responsible for all aspects of Line Management including interviewing, onboarding, day to day Management, on going support and reviews.
• Responsible for the Regional Sales target via the team, achieved using Sales Plans, Sales Meetings, on going Field Support, Field days, feedback and reviews.
• Ecolab – South West England & Wales

• Company Overview: Rentokil Initial - National
• Promoted from Regional to National to look after bigger Accounts (1.9M portfolio) such as Mitie FM, Mitie Landscapes, Emcor, JLL, Engie etc.
• Daily contract management.
• Arranging visit schedules, confirming these to all key stakeholders and keeping them up to date with progress on a regular basis.
• Advising on innovations, cost and energy saving initiatives, as well as legal updates.
• Specific advice and visits to customers to support their requirements.
• Ensuring all health, safety and environmental compliance is met.
• Account growth, state of service and debt management.
• Attending regular planned review meetings and site visits.
• Performance review for the previous quarter, presenting KPI/ SLA performance and support MI.
• Invoicing review.
• Rentokil Initial - National

• Company Overview: Rentokil Initial ‐ Various, South West England
• Daily contract management.
• Arranging visit schedules, confirming these to all key stakeholders and keeping them up to date with progress on a regular basis.
• Advising on innovations, cost and energy saving initiatives, as well as legal updates.
• Specific advice and visits to customers to support their requirements.
• Ensuring all health, safety and environmental compliance is met.
• Account growth, state of service and debt management.
• Attending regular planned review meetings and site visits.
• Performance review for the previous quarter, presenting KPI/ SLA performance and support MI.
• Invoicing review.
• Rentokil Initial ‐ Various, South West England

• Company Overview: Rentokil Initial ‐ Various, South West England
• Responsible for hitting monthly sales targets in Birds, Heat and Fumigation for the area;
• This is achieved by conducting Field Support with Surveyors and providing them with ongoing training in their sales performance, techniques and approaches.
• Reports, costings and documentation are checked to ensure they're “fit for purpose” before going to KAM's/ Customers.
• All aspects of Health and Safety.
• Attending large meetings with clients to assist with sales/ technical queries.
• Work closely with Operations Teams across 3 Branches to deliver on service demands.
• SSC of the year award won for 2019.
• Rentokil Initial ‐ Various, South West England

• Company Overview: Rentokil Initial ‐ Bath/ Bristol, Somerset/ Avon
• Hit monthly KPI's (sales and admin)
• Hit quarterly KPI's (sales and admin)
• Conduct meetings with Technicians to generate more business prospects
• Work with Team Leaders to arrange service delivery
• Perform in high pressure role to hit targets without fail
• Rentokil Initial ‐ Bath/ Bristol, Somerset/ Avon

• Company Overview: Rentokil Initial ‐ Weston Super Mare, North Somerset
• Conduct escalations at supermarkets to assist Field Biologists
• Train new Technicians
• Conduct root cause assessments on problem sites
• Deliver pest control to a larger variety of customers
• Responsible for higher value sites such as supermarkets
• Face to face Customer Service
• Deal with issues regarding pest control
• Balancing high service delivery and state of service demands
• Rentokil Initial ‐ Weston Super Mare, North Somerset

• Company Overview: British Army ‐ Various UK including areas of Germany, Various
• Looking after workshop documents (Both personnel and vehicles)
• Storing, manipulating and managing data and information
• Updating head of departments' on current situation and situation changes.
• Liaising with other departments and making various bookings/ taskings
• British Army ‐ Various UK including areas of Germany, Various

• Company Overview: British Army ‐ Various UK including areas of Germany, Various
• Fixing/ maintaining vehicles
• Ensuring correct health and safety measures were taken, and if necessary rectifying them.
• General Soldier duties
• British Army ‐ Various UK including areas of Germany, Various