Michael Phipps

Multifaceted business leader with 20+ years delivering growth and enhanced customer experience. Synergising vision with tangible business outcomes, while reducing cost and managing risk. Embedding high impact initiatives to optimise efficiency and drive measurable value. Ready to realise your business and client ambitions now and in an ever-changing future.

Consultant - FREELANCE, CONTRACT

(2026-01)

Starting as a reverse logistics and market insights consultant (2017), I have since expanded my offering to deliver system, change and compliance solutions while also advising new market entrants. Currently partnering with enterprises to design AI-driven SaaS solutions, enhancing customer experience, automating processes and shaping data architecture.

• Specialisms: Sales, Operations, Service, Retail, Supply Chain, Logistics, AI, SaaS, Governance, Automation, Business Intelligence and Data

Contracts Manager UK & Ireland - SCANIA FINANCIAL SERVICES - VW GROUP

(2025-09 - 2025-12)

Reporting line: Managing Director, 4 direct reports, 12 indirect. Managed 100m+ portfolio, boosting profitability (+5%) and maximising customer satisfaction with a focus on compliance.

• Overview: new business development, activation, in-life, factoring, wholesale, end of contract and asset management

Head of Customer Service EMEA - NEW ERA CAP

(2025-03 - 2025-08)

Reporting line: Board Director, 7 direct reports, 25 indirect. Restructured service and support teams, achieving a class-leading EMEA customer experience and a 20% reduction in response time.

• Overview: B2B and customer facing teams in UK, France, Germany (covering Denmark, Austria and Switzerland), Italy and Spain
• Dedicated personnel for strategic accounts, distributors (Inc. Middle East and India), risk management, reporting and bookings

Distribution and Sales Operations Manager UK & Ireland - SUZUKI

(2021-11 - 2024-11)

Reporting line: Board Director, 3 direct reports, 5 indirect. Drove initiatives that raised OTIF to 98% (+23%) and lifted satisfaction to 9.6/10 (+18%). Embedded AI-driven training solution that reduced budgeted spend by 40%. Re-engineered demand planning model that reduced inventory holding costs by 12% while increasing product availability by 20% through optimised product tolerance.

• Overview: sales and wholesale, accounts and order management, customer service, distribution, fulfilment (onsite, 3PL/4PL), audit (inc. financial, HMRC), data and reporting, procurement, supplier and vendor management, systems implementation (ERP, WMS, CRM, BI), project management and continuous improvement (LEAN, AGILE, SIX SIGMA, KAIZEN)

Goods Flow Manager - IKEA

(2019-12 - 2021-11)

Logistics and Inventory Manager - JOHN LEWIS PARTNERSHIP

(2016-10 - 2019-11)

Stock and Delivery Manager - NEXT

(2014-04 - 2016-10)

Stock Coordinator - JOHN LEWIS

(2013-07 - 2014-03)

Music Producer, Sound and Mix Engineer - RGS ENTERTAINMENT - SONY MUSIC

(2012-10 - 2013-06)

Stock and Goods-in Manager - NEXT

(2012-07 - 2012-10)

Supporting Actor - VARIOUS HOLLYWOOD AND TV PRODUCTIONS

(2010-06 - 2012-06)

Senior Football Coach (Part-Time) - LITTLE KICKERS

(2010-03 - 2013-12)

Supply Chain Coordinator - GUESS JEANS

(2009-05 - 2010-01)

Bicycle Mechanic/Stores Assistant - HALFORDS

(2004-09 - 2008-09)

Bachelor of Arts - Music Technology - KINGSTON UNIVERSITY (2008-09 - 2011-07)

National Diploma - Music Technology - BEDFORD COLLEGE (2006-09 - 2008-07)

8 GCSE - SHENLEY BROOK END (2000-09 - 2004-07)