Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
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Tom Church

London

Summary

I have over 10 years of experience in leading people and departments for various global market leading businesses, I have achieved some brilliant results along the way whether it be improving profitability by saving a business £22M, growing revenue from existing account management teams by £5M or alternatively onboarding customers with a book value of £30M GTV for my customer implementation teams... I am passionate about making a positive difference to customers, to teams and to businesses. I specialise in SaaS products inside the hospitality, travel & tourism and tech sectors with years of experience within these industries working for market leaders from Just Eat, Deliveroo, Booking.com but also including growing businesses such as Lightspeed. Wherever I go, I am motivated to make a positive difference, to make a real impact and take my teams to the next level.

Overview

6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work history

Head of Onboarding & Professional Services EMEA

Lightspeed Commerce
London
12.2023 - Current
  • Responsible for the onboarding of all hospitality customers across 6 countries within EMEA.
  • Leadership of 9 teams totalling c.80 FTE onboarding full EPOS systems (POS & Payment terminals)
  • Delivered £5M in MRR, up 8% YoY across the EMEA region
  • Achieved 5% growth in customer base YoY by implementing 7000 new locations across FY25.
  • Coaching and developing 10x Country Implementation Managers. (5 Field Implementation, 5 Remote Onboarding)
  • Drove a 3% (£1.5M) improvement in leakage/churn via Implementation of a new CRM System.
  • Working alongside BCG (Boston Consulting Group) in FY26 to deliver £1M revenue increase.
  • Currently moved into Global Director of Implementation & Professional Services role on an Interim basis.
  • Cross functional working with Revenue Operation team to set out yearly budget with a qtrly reforesting process (RFQ)
  • Responsible for revenue & OPEX improvements within the P&L.
  • Scaled Field Implementation teams across EMEA by 25% in line with commercial revenue goals.



Restaurant Onboarding, SMB UK Manager

Deliveroo
Manchester
05.2023 - 12.2023
  • Managing the new restaurant onboarding process for the UK Market enhancing restaurant supply by 3000 accounts.
  • Led a team of 10 account managers, coaching and developing team to ensure new partners are activated at speed, optimised throughout the first 56 days and driving GMV.
  • Developed key account prioritisation method to upsell marketing opportunities by 5% returning an additional £100k into the business so far.
  • Mapped key requirements to improve current systems and reporting needs allowing the strongest data analysis possible.
  • Established the H2 roadmap to drive our New Partner Experience (NPX) strategy in line with our commercial objectives.
  • Worked cross functionally with support teams to drive improvements in our average speed of activation and new restaurant churn rate.
  • Built the QA process for our NPX Team.



Restaurant Success, UK Manager

Just Eat
London
01.2019 - 12.2023
  • Drove Estate Growth & Restaurant Order Volumes saving 0000's of accounts in 2021.
  • Leading our UK Restaurant Retention/Success Team (10 CSM's) to deliver a £22M order save in 2022.
  • Delivered the integration of our Salesforce CRM system improving productivity by 100% following a successful £0.5M business case I pitched to C-Suite.
  • Built key performance dashboards at both management and team level to ensure results were in line with commercial OKR's.
  • Drove Retention rate from 23% to 61% over a 3 year period.
  • Established a clear prioritisation matrix to save Finance and extra £800k vs budget by driving retention rate up by 5%.
  • Built a "toolbox" to enhance Retention rate, at a cost of £200k driving an additional £1.5m in retained orders
  • Worked cross functionally with field based Account Management teams to deliver a churn strategy keeping our monthly churn under 1.5%, allowing business to hit estate growth objectives.
  • Extended the tenure of the restaurant lifecycle by identifying and quantifying key touchpoints causing friction & proposing targeted solutions.

Education

A-Levels - Business, Politics, History

Bedford Modern School
Bedford
09.2010 - 09.2012

Skills

  • Commercial Strategy
  • Performance Management
  • Project Delivery
  • Change Management
  • Data Analysis
  • Revenue Growth
  • People Management
  • Process Improvement
  • CRM proficient (Salesforce, Zendesk, Churnzero)
  • Customer Retention
  • Churn Prevention
  • Building High Performing Team

Affiliations

  • 4x Pool World Champion, 2x European Champion.. Former professional
  • Training in the gym! When I make it past the spa! Trying to use my holidays as much as I can! Need to improve on this.

Accomplishments

Booking.com - Promoted to Senior Customer Service Manager

Just Eat - Back to back Exceeds Expectations EOYR Ratings

Lightspeed Commerce - FY25, Award for Outstanding Contribution

Certification

Booking.com Mgmt Courses - Amsterdam

- The Mgmt Recipe

- Communication Styles

- The Art of Management

- Leading for Performance Part 1 & Part 2



Timeline

Head of Onboarding & Professional Services EMEA

Lightspeed Commerce
12.2023 - Current

Restaurant Onboarding, SMB UK Manager

Deliveroo
05.2023 - 12.2023

Restaurant Success, UK Manager

Just Eat
01.2019 - 12.2023

A-Levels - Business, Politics, History

Bedford Modern School
09.2010 - 09.2012

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