Lee Bartlett

Dynamic customer focused professional with extensive experience in commercial management, pricing strategies, proposition development, trading performance, value growth, customer experience improvements and operational efficiency across large-scale regulated consumer businesses. Adept at analysing market trends and executing innovative GTM strategies to enhance business performance, delivering against multiple targets in fast paced consumer businesses with up to 5 million customers and complex product sets. Skilled in leveraging rigorous analysis and creative collaboration to drive impactful results.

Adept at commercial governance, partnerships, supplier management, contract management, leading cross-functional projects, process improvement, policy redesign, leveraging data analysis, procurement systems and cross departmental collaboration to drive sustainable business growth, operational efficiency and customer-centric outcomes.

Commercial Manager – Origin Broadband - TALKTALK GROUP

(2022 - 2025)

Delivered commercial responsibilities for Origin Broadband, a consumer business 130,000 customers and annual turnover of £33m. Accountable for product propositions and pricing strategies, base management, trading performance, procurement and collaborating with operations, key stakeholders and managing suppliers to deliver low-cost operations with a focus on sustainable growth and margin integrity.

• Supported the commercial strategy and customer communication rebrand from OVO to Origin post-acquisition facilitating TalkTalk to save £12m in working capital in 2022 vs. organic trading, enabling TalkTalk to achieve connection volume commitments made to Openreach
• Accountable for product propositions, pricing and trading, collaborating with operations and key stakeholders to optimize performance and maintain margin integrity
• Implemented ‘out of contract’ Customer Price Rise in 2023 generating an incremental £104k EBITDA per year
• Delivered the implementation of paper billing charges generating c£90k incremental revenue per month
• Improved EDITDA by 4% in 2024 with a new pricing strategy to mitigate increases in wholesale costs
• Led and launched implementation of regulatory Contract Summary and Contract Information including customer journey amendments, IT system updates and customer communication process and copy
• Represented Commercial and Product for the regulatory ‘One Touch Switching’ project covering all customer communications, gaining and losing journeys, online and offline customer touchpoints
• Supplier relationship owner, Microsoft Dynamics365 & Medius ERP systems user, responsible for onboarding new suppliers, securing funding, purchase orders, goods receipting, internal costs controls and supplier payments
• Launched new card payment system, from supplier onboarding to contract sign off and service implementation
• Supported a transformation programme to streamline and simplify the operating model through the merger of Origin and OVO in to one business under one brand, IT stack and operating model
• Managed tariff and product rationalisation to align 3 separate legal entities onto one simplified product and pricing structure
• Supporting rebranding activities from OVO to Origin Broadband for all customer contact points
• Collaborated to relaunch sales acquisition on a trial basis utilising Telesales, Price Comparison sites and Organics to generate 30% of all weekly sales within the Talk Talk group within 6 weeks, demonstrating sales volumes at commercially acceptable ROI.

Commercial Performance Manager - SSE & OVO TELECOMS

(2018 - 2022)

Commercial and performance management for SSE & OVO Telecoms, consumer businesses within the energy groups. Accountable for the P&L, product propositions and pricing strategies, commercial performance, trading, go to market channel management, partnership development, value added growth, ROI, call centre liaison and regulatory reporting.

• Commercial planning, forecasting, budgeting, and tracking of KPIs in a B2C environment
• Developing and delivering pricing and proposition strategies whilst monitoring and analysing commercial performance to achieve targets, exceeding budgets in 2019 through 2022
• Coordination of sales, retention, and marketing channels and teams to deliver commercial strategies whilst concentrating on ‘best value’ options resulting in improved return on investment
• Managing all commercial product models, including churn, sales, losses, payback and margins
• Collaborated to launch the markets’ first Energy and Broadband bundle, achieving 25% penetration rate of all re-contracting energy customers within 2 months
• Launched tariff refreshes, from scoping, modelling, business cases, through to briefing and training packs, testing and customer comms proofing
• Assumed responsibility for all P&L for OVO Telecoms. Focus on revenues to COGS and OPEX, achieving £2.2m positive EBITDA variance in 2022 vs. budget through P&L management.
• Negotiation of wholesale supplier contracts & pricing resulting in best in market wholesale rates resulting in new propositions to launch FTTP, SOGEA & VoIP technologies to market
• Led on End of Contract regulatory communications introduction and associated pricing methodologies, resulting in optimised product pricing presentation to customer and improved retention rates
• Commercial lead on launch of new sales order provisioning platform & billing platform including signoff on all journeys adopting automation and streamlining multiple manual processes
• Implemented Digital Marketing Paid Search activities during 2021 meeting sales acquisition targets
• Responsibility for regulatory reporting and compliance improvements
• Negotiated and launched Tili third party reseller channel and managing commission to 3rd party sales channels
• Supported rebranding activities from SSE to OVO for all customer communications.

Insurance Marketing Acquisition Manager - The AA

(2008 - 2018)

Led a marketing team to deliver and exceed insurance customer acquisition volume and value targets for Home, Motor & Travel Insurance in addition to being the Commercial Relationship Manager for Price Comparison Websites with associated commercial contracts.

• Development and evolution of effective customer segmentation and targeted tactical campaigns resulting in highly optimised channel performance costing in within 2.5yr payback period for insurance products
• Re-energised external Price Comparison Website (PCW) partnerships, conducting quarterly and annual commercial reviews and contractual renewal negotiations ensuring commercial and trading performance targets achieved
• Improved DM performance through continued test and learn approach and greater personalisation resulting in consistently achieving sub £20 cost per sale with customer response rates in excess of 5%
• Grew E-Mail open rates and click through rates by 32% & 75% respectively through application of best practices
• Delivered target sales volumes through direct marketing channels including direct mail, e-mail, press, directories, price comparison websites and display advertising activities for Home, Motor & Travel Insurance
• Reviewed, simplified and reduced printed stock variants resulting in saving over £150k to ensure budgets achieved
• Commercial liaison with call centre, driving tactics and offers which resulted in achieving cross sale targets in excess of 30k sales
• Spearheaded and orchestrated monthly Risk & Customer Complaints forums for AA Insurance division, acting as Complaints Champion to ensure constant analysis and oversight of complaints, trends and root cause analysis.
• Co-ordinated with customer insight and group marketing teams to ensure the successful and efficient execution of new business marketing strategies through specific customer targeting, data modelling and performance analysis
• Forecasting of call centre new business performance metrics and new business mailing & call volumes.

Senior Marketing Co-ordinator - The AA

Day to day management, development and implementation of direct marketing campaigns for the B2C Manufacturer Conversion programme to deliver and exceed personal membership acquisition targets.

• End to end co-ordination between in-house data, creative and fulfilment teams to implement and deliver the direct mail & e-mail programmes on schedule and within cost budget
• Continuous tactical creative and copy testing. Production of results analysis and recommendations for future actions which improved effectiveness of campaigns by 10%
• Development, management, and analysis on all trading and performance KPI’s including calls and sales forecasting, budgets and reconciliation of all expenditure and invoices for third party suppliers
• Liaising with key stakeholders within and external to the business to ensure calls, sales and profit targets were achieved within budget.

Affinity & Partnership Marketing Executive - The AA

Responsibility for Employee Benefit Scheme B2B product and pricing propositions and development of third-party business arrangements.

• Successful negotiation, launch and management of new commercial partnerships with Arval, Coverbox & Direct Choice resulting in 85% increase vs sales budget in 2009 & a 49% increase in 2008
• Represented brand and attended multiple employee benefit events for service promotion
• Introduction of pricing trials and short-term tactical promotions with employee benefit providers
• Full analysis of customer base, competitors, literature, pricing and communication channels.

B2B Marketing Manager - Shuttercraft

(2006 - 2007)

Business Owner - Just in Thyme Garden Design

(2002 - 2006)

Account Manager / Regional Business Manager (EMEA) - Ericsson

(1997 - 2002)

International Business Studies BA (Hons) - International Business Studies - University of Plymouth & University of North Carolina, USA

BTEC Diploma in Business Studies - Business Studies - Lewes Tertiary College, Lewes, East Sussex