Charlene Egan

Customer experience professional with over 20 years of experience in customer service, account management, and business operations. Proven ability to lead and manage teams, develop processes and procedures, and drive customer retention and satisfaction. Passionate about delivering a best-in-class customer experience.

Commercial Manager - Hovat

(2023-07)

As a Commercial Manager, I manage the customer service team, along with the daily management of planning and procurement, to collaborate to ensure meeting client deadlines and expectations, whilst receiving exceptional service. Working closely with the Directors, and all internal commercial and productions teams, I manage projects to ensure these were in line with budgets, timescales and project briefs. Always looking to streamline processes from a commercial viewpoint.

This includes shift rota, planning, change implementation, working closely with clients as a partnership along with handling daily production meetings to ensure the client experience is a smooth one. Liaising in partnership with transport companies both domestic and abroad, to ensure the best option to the client commercially and for best transit times. Solely responsible for quoting clients, ultimately ensuring profit margins are maintained at a minimum, and exceeding with intelligent planning and negotiations, along with identifying opportunities for growth and development which I manage as my personal pipeline.

Monthly presenting to the board with pipeline, client OTIF reports, and client activity trend analysis.

Head of Customer Experience - Romax - Orpington

(2020-03 - 2023-07)

As a member of the Senior Management Team, I lead and oversee the management of Client Services, Production, Warehouse, Data Processing, Print and Finance teams to deliver the perfect experience for our clients both new to the Romax experience and those we have worked with for many years. I constantly drive for continuous improvement in our people and the service that we provide to our clients. My primary responsibilities are to ensure that client requirements are, at the very least met, if not exceeded at all times.

From inception to completion of projects my role is to make sure that we meet the expectations of clients and ensure that the internal teams can meet the skill and capacity requirements to match. To liaise with clients, the relevant internal departments, departmental team managers, third-party suppliers, postal and transport companies, to ensure client experience represents Romax’s exacting standards and completed on time and within budget. Chairing the internal daily production meetings and scheduling workload within all internal departments and the external supply chain to ensure timelines are met along with continuingly looking at areas where operations can we strea

Client Services Manager - Romax - Greenwich

(2013-09 - 2020-03)

• Developed account strategy, plans and budgets
• Monitored account performance and provided support at all levels
• Explored new client leads and boosted opportunities
• Responsible for developing and project management including multi-channel marketing communications activities
• Integrated new product launches to existing accounts
• Lead periodic account review meetings providing insights on drivers of performance
• Establishing productive professional relationships with board level personnel in target customer accounts
• Forecasted and assessed sales figures to ensure annual targets were on track for entire client base
• Networked within each account to develop new relationships
• Demonstrated leadership by coaching and developing existing team members
• Reported departmental KPI’s
• Accountable for achieving agreed sales, productivity and performance targets within agreed budgets and timescales
• Developed long term strategic business plans for assigned accounts from Director

Senior Account Manager - Romax - Greenwich

(2009-07 - 2013-09)

• Reported directly to the Client Services Manager
• Responsible for the day-to-day management of a portfolio of high-profile contracts and projects, providing a high level of proficiency in project management and a wealth of experience of client management and service delivery
• Sent estimates, managed budgets and ensured profitability
• Planned and developed campaign strategy alongside the Sales Director as Client Services Manager
• Conducted regular client meetings to review the performance of the solutions provided and suggested improvements and/or additional services

Account Manager - Romax - Greenwich

(2007-06 - 2009-07)

• Maintained the CRM with notes and updates
• Responsible for the day-to-day management of a portfolio of medium-profile contracts
• Managed and processed invoices
• Attended industry events and networking conferences.
• Built and maintained client relationships
• Chased outstanding quotations with the customers to convert into business
• Ensured that we are achieving and exceeding the required ‘service level’ and therefore the customer expectations.

Client Services Co-Ordinator - Romax - Greenwich

(2006-01 - 2007-06)

• Answered all incoming communications from external & internal clients, suppliers and sales enquiries
• Communicated job progress and answered customer queries by telephone and email
• Produced reports and invoices in an accurate and timely manner
• Contributed to credit control activities as required
• Liaised with and support various Management Teams
• Participated in team meetings and followed through actions/projects

Sales Co-ordinator - DHL - Bermondsey

(2003-01 - 2007-01)

• Main point of contact for the sales team for dealing with customer queries – B2B / B2C Logistics
• Daily liaison with the Transport Manager to ensure deliveries are made as per terms of agreements
• Maintained/updated information onto SalesForce
• Booked in client meetings for the sales representative
• Arranged travel and accommodation for sales team and clients
• Liaised with sales team, clients and Directors to plan and book entertainment for clients

Administration Officer - Speedmail International - Bermondsey

(1997-11 - 2003-01)

• Handled all incoming telephone calls and emails from customers
• Accurately processed all daily production sheets onto the MIS
• Managed and processed the weekly invoice run
• Arranged redeliveries for customers and clients
• Performed routine administrative tasks (including dealing with incoming and outgoing post, filing etc.)

Award - Direct Mail - The Institute of Direct & Digital Marketing (2017 - 2017)

(ILM) Level 5 Diploma - Management - BPIF (2013 - 2015)

VRQ - Principles of Leadership & Management - BPIF (2013 - 2015)

Level 2 - Customer Service - NVQ (2010 - 2010)

Level 1 - Customer Service - City & Guilds (2008 - 2008)

9 GCSEs (Grade C and above) - Bacons CTC (1997 - 1997)