Lee Woods

A results driven and outcome focused Operational Leader with a strong passion for both Service and Operational excellence. Consistently enhancing both CX and EX by motivating team performance and productivity. Expertise in team engagement, client and supplier relationship management and operational modelling leading to significant customer retention and growth.

Having worked in Operational Leadership roles for over 20 years, I'm very passionate about both employee and customer experience and have been fortunate to be able to build, develop and grow some amazing teams who have delivered some fantastic outcomes, with success measures largely being:

- Customer sentiment and satisfaction (CSAT & NPS)
- Customer retention (renewal success, churn mitigation)
- Customer Growth (recurring revenue growth, product adoption & expansion)
- Employee retention & growth

I've spent my career Leading across a range of start ups, established MSPs on aggressive growth journeys through M&A activities, and large Enterprise businesses providing fully managed IT Services, SaaS, CCaaS, UC, Telecoms or Data Hosting & Protection Services).These have involved delivering services on a B2B and D2C basis, but all have taken me to the same point within each organisation and the customers being served:

- Creating an environment where every team members is on the same growth and improvement journey

- Applying urgency and quality in all we do, and always having the customer's needs and requirements at the heart of every activity. 
- Ensuring products, services and platforms are always available and exceeding customer needs and requirements.
- Constantly demonstrating value to our customers and our stakeholders from an efficiency, cost to serve and partnership perspective.

- Making every opportunity count, and every contact point with our customers resulting in nothing but positive experience.

I have had strong influence and ownership over the end-to-end customer life cycle, working closely with Pre-Sales and Commercial teams supporting initial customer and prospect engagements, peering with Delivery and our PMO to support customer deployments, full ownership of all BAU and in-life support functions, right through to customer off-boarding and decommissioning. 

Being heavily involved and influencing the above has enabled me to support and develop every corner of our business, working both internally and with our strategic business partners to deliver the required services to our customers in a seamless and robust manner.
 

I'm a strong communicator who massively promotes collaborative working, supporting the removal of any barriers between functions to ensure there is total alignment and focus on the one goal of ensuring our customer requirements and expectations are always front of mind for all involved. Additionally, I have a proven track record in continual service improvement, driving Innovation and Operational efficiencies, both within the business and for the customers being served. 

A Levels (Computer Science, Chemistry, Geography)