Phil Smith

Entrepreneurial and innovative leader, with 10 years demonstrated impact across revenue growth, and sales operations. A producer of winning strategies and tactics to maximise commercial opportunities and customer experience, whilst always galvanising internal stakeholder collaboration and commitment. Builder of high calibre teams, and champion of both business and cultural transformation, through a capacity to challenge, inspire, and motivate across an organisation.

• 20% growth year on year, taking client revenue turnover from £13m to £23.3m, maintaining an 85% gross margin

• Took client retention from circa 80% to >90% across three product lines by establishing retention playbooks, with customer profiling, segmentation, and layering to drive data-rational prioritisation 

• Created and mobilised a new Customer Success function, significantly improving NRR from 75% to 105% through strategic pricing uplift and expansions, whilst decreasing churn rate by 10%

• Key role in the launch and execution of three new products, most notably a Sustainability verification, which achieved £3.4m in its second year in revenue, versus a budget expectation of £1.2m

• Launched the end-to-end creation and implementation of an auto-payment process to over 35,000 customers, resulting in 95% uptake to date, and improving operational lag by 30 days

• Mapped a future state for the client/customer journey, moving NPS by +30, increasing CLV from 3 years to 4.5 years, and doubling AOV/ATV

• Launched and sponsored the “Culture Club” with the aim of improving employee engagement and attrition, increasing eNPS by +22

• Competing with three territories, six offices, and over 700 employees - winner of “Alcumus Global Team of the Year”

Acting BA Hons - Arts Educational Schools London