Carrie Nelson-Conway
Customer Operations Director @So Energy
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WORK HISTORY
Customer Operations Director @So Energy
Reporting to the CEO, accountable for all touchpoints across customer operations. Leading customer care, customer resolutions, billing, settlement, smart & metering services and payments & collections departments across London and Manchester. Key Responsibilities: •Orchestrating strategies across customer operations and guiding the customer operations leadership team to create local business area plans to deliver the desired outcomes. •Building diverse, multi-disciplined, high-performing, customer-focused teams, leading by example and embodying the company\'s values. •Driving forward customer experience to achieve top performance, optimised operational performance and seamless customer experience that derives value from customer interactions. •Manage key stakeholders within the company as a senior leadership team member and within the larger group as part of Customer Solutions\' senior leadership. •Act as an ambassador for the people strategy, emphasising values and cultural alignment. Utilise talent attraction, development, and performance management to achieve organisational goals and ambitions. •Lead the customer operations leadership team to utilise insights and data to drive performance improvements and operational efficiencies. •Scale the customer operations function to maintain a low cost-to-serve. •Maintaining a compliant operation that adheres to all regulatory and legal requirements within the energy industry. •Manage 3rd party partners at a strategic level to ensure delivery of contractual agreements through a partnership approach. •Budget and P&L responsibility for customer operations, alongside contributing to the full business financial performance to drive down costs and increase profit.
ABOUT CARRIE NELSON-CONWAY
As a Customer Operations Director, I am responsible for leading and orchestrating all touchpoints across customer operations. With over 10 years of experience in customer-centric operations, I have a proven track record of delivering operational excellence, customer satisfaction and cost optimisation in fast-paced and highly regulated environments. My core competencies include strategic management, process improvement, change management and team leadership. I am passionate about building diverse, high-performing and customer-focused teams that embody the company\'s values and vision. I am also adept at developing and executing strategic plans that align with the company\'s goals and drive consistent, collaborative and scalable outcomes across the customer operations function. My mission is to enhance the customer experience and loyalty through seamless, effective and value-added service.
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