Prior operating role · Abcam/Danaher · Global customer and commercial operations
Better customer experience. Stronger operations.
In his prior operating role at Abcam / Danaher, Matt led 250 people across four continents, rebuilt the operating model and established Commercial Operations.
The situation.
A fragmented customer and commercial operation was constraining performance. The work cut across customer journeys, data, processes and how teams were organised.
The work.
Matt rebuilt the operating model and established Commercial Operations, leading 250 people across four continents. The role connected customer needs and commercial outcomes with the capability of the organisation.
A stronger customer outcome.
Across Matt’s customer and commercial leadership work, customer NPS improved from industry average to industry-leading levels.
A faster order journey.
Matt redesigned the order journey around the decisions, exceptions and handoffs causing delay and cancellations. Clear ownership and shared measures connected the work across functions.
Order-to-cash cycle time fell from 36 hours to 3 hours. Cancellations fell from 10% to 1%.
The result.
- Customer NPS: industry average to industry-leading levels.
- 250 people across four continents.
- Commercial Operations established.
Prior operating role at Abcam / Danaher, not a Become engagement.