Brian Calvert

Client Services Manager (Subscriptions Marketing) @Dods Political Intelligence

London, GB

My role started with driving subscription renewals and reactivating lapsed records across our print brands. During this process I identified a number of ways that the company could deliver a higher level of customer service, and after presenting these, I went on to put a number of successful new procedures in place. These improved both ease of access to product for our clients and improved record keeping for our accounts and data teams, contributing to the bottom line. My processes have also ensured that orders are dealt with efficiently, and any blockers that had been hampering the renewal sales cycle have been removed. As part of this process I managed the relationship between company and external agency contracts to facilitate better information sharing and clarity being added to the relationship. I have also used my training experience to introduce client services webinars to help our existing portfolio to ensure that they are getting the best from their relationship with us. My role is varied and often sees me working on short-term urgent projects, as well as tackling long-standing issues and escalated cases that await resolution. I have really enjoyed my contract position, and looking back through the 9 months or so that I have been involved, am amazed at the outcomes that we have achieved as a team through breaking down, questioning and documenting existing practices, and putting in simple fixes to bridge gaps where our customer focus needed attention.