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I am a senior customer, commercial and operations leader with over a decade of experience driving revenue growth, service transformation and customer retention across telecoms and energy. I excel at leading cross-functional teams and embedding data, AI and digital platforms to improve performance at scale. Highlights include delivering £1m+ annual revenue uplift through telephony transformation for 200+ sales colleagues, lifting customer satisfaction from 40% to 65%, and supporting a Salesforce rollout for 600+ colleagues. I also steered six consecutive months of 10%+ ARR growth via targeted partnerships and raised £100k+ for charitable initiatives.…I am a senior customer, commercial and operations leader with over a decade of experience driving revenue growth, service transformation and customer retention across telecoms and energy. I excel at leading cross-functional teams and embedding data, AI and digital platforms to improve performance at scale. Highlights include delivering £1m+ annual revenue uplift through telephony transformation for 200+ sales colleagues, lifting customer satisfaction from 40% to 65%, and supporting a Salesforce rollout for 600+ colleagues. I also steered six consecutive months of 10%+ ARR growth via targeted partnerships and raised £100k+ for charitable initiatives.

Daniel O'Sullivan

Content Creator, Product Designer, Project Manager, +2

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I am a senior customer, commercial and operations leader with over a decade of experience driving revenue growth, service transformation and customer retention across telecoms and energy. I excel at leading cross-functional teams and embedding data, AI and digital platforms to improve performance at scale. Highlights include delivering £1m+ annual revenue uplift through telephony transformation for 200+ sales colleagues, lifting customer satisfaction from 40% to 65%, and supporting a Salesforce rollout for 600+ colleagues. I also steered six consecutive months of 10%+ ARR growth via targeted partnerships and raised £100k+ for charitable initiatives.…I am a senior customer, commercial and operations leader with over a decade of experience driving revenue growth, service transformation and customer retention across telecoms and energy. I excel at leading cross-functional teams and embedding data, AI and digital platforms to improve performance at scale. Highlights include delivering £1m+ annual revenue uplift through telephony transformation for 200+ sales colleagues, lifting customer satisfaction from 40% to 65%, and supporting a Salesforce rollout for 600+ colleagues. I also steered six consecutive months of 10%+ ARR growth via targeted partnerships and raised £100k+ for charitable initiatives.

Available to hire

I am a senior customer, commercial and operations leader with over a decade of experience driving revenue growth, service transformation and customer retention across telecoms and energy. I excel at leading cross-functional teams and embedding data, AI and digital platforms to improve performance at scale.

Highlights include delivering £1m+ annual revenue uplift through telephony transformation for 200+ sales colleagues, lifting customer satisfaction from 40% to 65%, and supporting a Salesforce rollout for 600+ colleagues. I also steered six consecutive months of 10%+ ARR growth via targeted partnerships and raised £100k+ for charitable initiatives.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Head of CX & Partnerships at Meaningful Planet Ltd

July 1, 2025 - Present

Designed and implemented the company’s first end-to-end customer lifecycle across sign-up, onboarding and support, reducing founder involvement and laying foundations for scale. Managed strategic relationships with Wildlife Trust charity partners to deliver targeted campaigns, achieving six consecutive months of 10%+ growth in Annual Recurring Revenue. Drove product and service excellence to outperform legacy telecom providers in customer satisfaction and retention metrics. Supported founders through successful SEIS funding round, providing strategic advice on product direction and go-to-market strategy.

Senior Customer Operations Manager at Bionic Services Ltd

January 1, 2023 - June 1, 2025

Owned acquisition, onboarding and service programme across 3,000+ UK business sign-ups monthly - increasing CSAT from 40% to 65%+, while improving TrustPilot score from 4.1 to 4.5 (18,000+ reviews). Led telephony transformation project across 200+ sales colleagues, delivering £1m increase in annual revenue through improved call routing and answer rates. Led delivery and implementation of Salesforce's flagship Agentforce AI solution with target of reducing email and voice service traffic by 30%. Managed project timeline, agency relationships and change management across the business.

Senior Marketing Operations Manager at Bionic Services Ltd

July 1, 2017 - December 1, 2022

Managed five-person Marketing Operations team delivering year-on-year growth through multi-channel campaigns including PPC (£500k+ annual budget), Email, SEO and major partnerships with Compare the Market and Uswitch. Played central role in Salesforce rollout to 600+ colleagues, responsible for ensuring customer-centric CRM architecture and operational efficiency across sales and service teams. Introduced improved customer behaviour insights and data-driven decision-making capabilities, enabling team to deliver profitable PPC campaigns for the first time in company history.

Digital Product Manager at Bionic Services Ltd

September 1, 2016 - July 1, 2017

Responsible for performance and lead generation across digital assets, overseeing complete website rebuild and rebrand. Introduced Google Analytics suite to deliver market-leading digital reporting and data insights, establishing foundational analytics capability.