Dacorum College, Hemel Hempstead, UK

Harper College

Northampton University

University of Luton

Senior Vice President, Experiential Operations at Shipt and CCW Advisory Board Member

Newnan, Georgia, United States

At Shipt we go beyond bringing the things that people need – to building positive and personal relationships that last. Whether it’s taking the time to get to know our members, coming together as a team to make shoppers feel extra appreciated, or authentically representing ourselves and our partners — we spark connections that show that every person counts. That’s how a simple delivery can feel like so much more.
Reporting to the COO and leading Experiential Operations. Responsible for developing and executing the vision, strategy and tactics that will strengthen the organization’s focus on the Shopper, Member and Retailer experience, as well as delivering unparalleled experiences, while also partnering with our parent. company, Target, building scale and expertise as the company continues to grow.

Shipt

Senior Vice President

At Instacart, we want to make grocery shopping effortless so people can live happier, healthier lives. Today, Instacart is the North American leader in grocery delivery. The company's same-day delivery and pickup service bring fresh groceries and everyday essentials to consumers in the U.S. and Canada in as fast as an hour. Instacart has partnered with more than 300 national, regional and local grocers to deliver groceries to busy people & families from more than 20,000 stores across more than 5,500 cities in North America.

Reporting to the CEO and leading Care for the North American leader in grocery delivery, currently valued at $7.87B
Responsible for developing and executing the vision, strategy and tactics that will strengthen the organization's focus on the customer, Retailer and shopper experience, as well as delivering unparalleled service, while also building scale and expertise as the company continues to grow. Assumes leadership for all aspects of Care: delivering amazing customer service, employee engagement and customer loyalty, while ensuring service levels are met on a consistent basis.

Instacart

Vice President, Care

Reports to the President/CFO, supporting a $9bn business for the nation's leading online and mobile food ordering business operating in over 1600 US Cities and London, England.
Responsible for creating, promoting & leading the vision & strategies that strengthen the organizations commitment to customer-centricity in the face of massive growth. Assumes Leadership for all aspects of Customer Care: delivering unparalleled customer service for 50,000+ interactions daily, 17m diners and 100k restaurants; generating and maintaining customer loyalty, driving profitable revenue & ensuring service levels are met through a proactive assessment of customer’s needs.
-  Lead the Care team (~2300 employees & 25 Directors/managers), in call centers both internal and outsourced, providing direction, strategy & anticipating future needs in a fast moving environment.
-  Build a scalable service model & strategy that effectively supports the organizations growth objectives.
-  Motivate & lead the Care team to deliver Best in Class service to customers through omni-channel interactions including phone, chat, email, web & system generated.
-  Deploy tools (LEAN, Six-sigma) & techniques to reduce inbound defects that affect both diner and restaurant contacts & improve overall productivity / efficiency of the Care team.
-  Drive efficiency, optimization, and change for the entire organization by evaluating, designing, and leading process & operational improvement, influencing groups including Technology, Marketing, Sales & Operations.
-  Develop, coach & grow all team members to take ownership & accountability in achieving goals & delivering a consistent, exceptional customer experience.
-  Lead, & deploy technologies needed for future growth of the Care organization for all channels.
-  Develop and implement programs aimed at evangelizing customer-centricity throughout the entire company, maintaining market advantage while providing excellent customer care.

Grubhub

Reports to the Vice President - Contact Center Operations; supporting a $10bn business
responsible for providing strategic vision and direction to the organization regarding how to service, eCommerce & large, complex, National/ Corporate & Government customer accounts. Develop, promote and lead strategy to enhance customer service and drive Grainger’s strategic vision for a multi-channel seamless customer experience. Also responsible for ensuring service levels are met through a proactive assessment of how customers buying patterns are changing and adjusting the service accordingly.
-  Design, develop & deploy customer service strategies to address key business plans such as Click 2 Chat, EDI/eProcurement & Web site support.
-  Build a scalable service model & strategy that effectively supports Sales & eCommerce to help meet growth objectives.
-  Design & develop an efficient, effective Government Contact Center organization.
-  Lead & develop a large team (>350 employees/25 Managers) to provide direction & anticipate future needs in a complex & ever changing environment.
-  Lead cross functional projects & ensure visibility, alignment, & support of key work initiatives.
-  Lead, & deploy emerging technologies needed for future growth of eCommerce for all channels.
-  Understand and anticipate customer, market and operational needs and develop action plans to stay ahead of those needs.
-  Drive operational excellence & continuous improvement to streamline existing support processes and strategies for complex & centralized Customer support across the organization.
-  Ensure a process is designed to help understand what our customers needs are & provide support solutions to enable implementation of support that will meet their needs & business objectives.
-  Build & maintain critical cross-functional alignment & partnerships.
-  Create & develop a virtual team & work environment that supports & values a high degree of professionalism, enthusiasm & teamwork.

Grainger

Director, Contact Center Operations - eCommerce, Corporate & Government Customer Support

Senior Manager, Continuous Improvement					(2012 – Present)
Reporting to the Senior Director of Continuous Improvement, provides Leadership through partnering, support and coaching of the Brand and Sales Senior Leadership teams in using Continuous Improvement / LEAN methodologies to develop long and short term strategy plans, problem solve specific business issues and create a culture of Continuous Improvement Leaders and thinkers throughout the organization.

- Coached and mentored selected Vice Presidents of Brand & Sales organization to develop 5 year Strategy plans to take business from a $7bn company to an $11.5bn company
- Built & launched an annual planning and alignment process. It is being used across entire US Brand and Sales teams.
- Created a Continuous Improvement culture within the organization through the use of LEAN based tools
- Decreased Order to Cash cycle time for Inventory Management sales offering through use of LEAN tools
- Standardized and taught A3 problem solving across the business
- Implemented a Continuous Improvement Leadership assessment model and developed associated training plans
- Coached the Sales Optimization Team in developing both a strategic and tactical plan to optimize the sales coverage model and achieve an incremental $3bn of sales revenue over the next 5 years

Senior Manager, Continuous Improvement

Reporting to the Vice President of Quality, provided leadership to a team of 25 Quality Professionals.  Ensured Product Quality goals were met for each new product release. Coached and mentored Quality Teams and Business Managers in the use of Six Sigma tools to ensure the highest quality products were released On Time, On Budget and On Quality.  Regularly met with customers to capture Voice of Customer and proactively implement strategies to meet needs and exceed expectations. Created an environment of Continuous Product Improvement.

-  Managed all aspects of Quality for New Product Introductions within the Enterprise business totaling an annual revenue steam of $2.2 billion.
-  Developed and launched a standardized Quality planning process for each release / product and ensured that each met all required Quality goals prior to release. Examples included Yield at or above 90%, Accelerated Life Testing, Establishing Reliability goals and SW Defect Density targets.
-  Released over 50 products on schedule between 2010 and 2011. The highest achievement on record for the division.
-  Built and developed a team of Quality professionals from the ground up achieving a clear vision, a collective strategy and an organization that could adequately support the business.
-  Managed third Party (JDM/ODM) businesses based in Taiwan, China & India. Improved quality year over year as evidenced by improved yield rates and reduced “in field” failures (escaped defects).
-  Implemented a Lessons Learned Process to include corrective and preventative action planning based upon product performance, audit results, and customer feedback. Constantly ensured all actions were executed and closed on time and goals were met to provide Product Quality Improvement.

Motorola Solutions Inc

Director, Product Quality

Reporting to the Senior Director of Quality, responsible for the development of metrics and associated analysis, establishing improvement projects and driving to successful completion.  Coached and mentored customers participating in their own Six Sigma improvement (Green Belt) projects in: Texas, Arizona, California, and South Carolina.  As a certified instructor for 8D Problem Solving instructed and certified personnel in North America.

-  Achieved annual savings in excess of $2million by successfully improving Customer Issue Resolution Time (18% reduction) through Process Improvement and Metric design and introduction.
-  Using Six Sigma (DMAIC) developed and delivered improved Call Center Processes and Call Center Employee Performance. Results included reduced call answer times to less than 15 seconds, increased transactional customer satisfaction from 78% to 98% (Satisfied and Very Satisfied) and achieved cost avoidance by increasing productivity of call center personnel which resulted in increased business without the reciprocal cost increases.
-  Coached and mentored four police departments to attain Six Sigma Green Belt certification and successfully complete Green Belt projects. These projects included increasing the annual hiring rate, decreasing records management processing time and reducing Part 1 crime rates.

Director/ Six Sigma Green Belt – Process and Quality Improvement

Reporting to the Vice President of Service managed the delivery of Call Center, Technical Support, Network Management, and Security Operations Center activities for North America, Canada, and Latin America cellular infrastructure Customers and all Government and Public Safety Customers in North America, Canada, and Latin America regions. Led the design, implementation, and ongoing improvement of the business process, business systems, and Third Party Vendor Management for all Call Centers on a World-Wide basis.

-  Designed and built a Security Operations Center providing remote monitoring services for Intrusion Detection and Virus attacks for use both internally within Motorola as well as for Motorola customers. This became a new revenue stream for Motorola Services.
-  Designed and deployed a complete set of Global performance metrics for use in the Public Safety Technical Support Centers. This process is still in use today, is used in a global capacity and is able to be provided directly to Customers.
-  Developed and established a Network Operations Center providing remote monitoring services that enabled a new and profitable revenue stream in excess of $100m per year.
-  Successfully designed, deployed, and maintained a highly effective Customer Relationship Management system (Clarify) that was adopted world-wide. The system provided knowledge management and knowledge sharing as well as cycle time reduction of customer reported issues by 10%.

Motorola Inc.

Director – Global Call Centers & Technical Support Operations

Led a team of 100 responsible for delivery of Technical Support to World Wide GSM Cellular Carriers.

Motorola UK Limited

Senior Customer Network Resolution Center Manager

Led a team of 50 responsible for delivery of Technical Support activities for European Cellular Carriers.

Motorola Ireland Ltd

Engineering Manager - Customer Network Resolution Center

Responsible for identifying Value Added Resellers in the Transportation and Distribution vertical market, enabling their products over the RAM Mobile Data Network and selling onto end user clients.

RAM Mobile Data Ltd

Partner Sales Manager

Provided all PBX Customer Service activities including Field Support, Centralized Technical Support and Value Added Services to Customers across the United Kingdom (England, Ireland, Scotland and Wales).

Mark Killick