Prior operating role · Abcam/Danaher · Global customer and commercial operations
Better customer performance at materially lower operating cost.
Led a 250-person operation across four continents, improving NPS from −20 to +70 while reducing cost to serve by 45%.
The situation
A 250-person customer and commercial operation served customers across four continents in an environment supporting approximately £450 million in delivered revenue. Performance depended on the whole system: order flow, service design, data, handoffs, accountability and measures.
The decisive change
- Connected operational measures to the customer and commercial outcomes that mattered
- Simplified and standardised work where inconsistency created cost or failure
- Used digital and automation to remove friction
- Built ownership and operating routines that exposed performance quickly
The result
- NPS improved from −20 to +70
- Cost to serve reduced by 45%
- The operation worked across four continents with clearer control of performance