Louise Harris
E2e Business & Cultural Transformation Centred Around the Customer & Esg Delivery @Cooper-Fay Harris
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WORK HISTORY
E2e Business & Cultural Transformation Centred Around the Customer & Esg Delivery @Cooper-Fay Harris
London, GB
I & the CXY team design, manage & implement E2E business & cultural transformation that is centred around the “customer” & ESG delivery. Either in a consulting or interim management capacity Specialised in working collaboratively with businesses to- Discover their business \"uncommon truths\"- Deliver & realign strategy to get everyone \"on the bus\"- Design & deliver E2E business & cultural transformation centred around the customer - Deliver cost out & margin optimisation to extend cash runways - Optimise e2e operational excellence: people, tools, processes, customer journeys & cultures - Enable business scale up to deliver profitable growth & resilience - Design & deliver the implementation of ESG strategy - Optimise (re)structure) op models to deliver customer & ESG outcomes - M&A integration / divestment delivery - Investment readiness & funding support - Rebranding & marketing / sales strategy realignment & optimisation - Out of the box / creative problem solving - Genuine diversity, equality & inclusivity of thinking & action UK & Int\'l sectors (T/O £10m->£1.5bn / Global FTE: in Private Equity; SaaS / online marketplaces (Tech, FinTech & PropTech); Property & FM; B2B/C/G & D2C Services; Travel & Health. Across multiple organisational structures: SME\'s, Private Equity thru to multi billion global FTSE\'s.
EDUCATION
University of Southampton
BSc (Hons) Economics & Accounting, Economics, 2.1
ABOUT LOUISE HARRIS
A collaborative, customer centric Transformation MD, COO & NED leading & advising large FTSE\'s & Private Equity / founder lead SME\'s (T/O £10m-£1.5bn / Global FTE: to turnaround & transform their people, tools, systems, processes & culture to achieve: • Effective stakeholder engagement (founder, teams, board & investors) • Business as usual excellence (ops, financial, customer & team) • Scaleup e2e ops & tech to deliver resilience & sustainable / profitable growth • High quality service delivered faster, cheaper • Improved customer outcomes & frictionless journeys • Improved employee & customer engagement (NPS/CSAT/ESAT) • Reinvigoration & clarity of strategy, direction, vision, mission & values • Improved valuation for divestment / funding • Higher team perf & productivity • Optimise people vs. tech via digitisation & recruitment • Improved governance & control • Operationalisation (from ideation) of new products, services, contracts & mkts • Integration post M&A • Optimal use of 3PLs, outsourcing & franchising UK & Int\'l (T/O £10m->£1.5bn / Global FTE: in Private Equity; SaaS / online marketplaces (Tech, FinTech & PropTech); Property & FM; B2B/C/G & D2C Services; Travel & Health HIGHLIGHTS: COO & INTERIM MD - CAPITA TRAVEL & EVENTS (c600 fte / T/O: £500m): • Prioritised activities to deliver scale,>£1m of cost savings & improved customer outcomes in prep for sale. Re-engaged disenfranchised teams. Created 40 change leaders (2 sit on Exec)= improved E/CSAT. COO (UK PropTech SaaS online marketplace): • Turned around failing ops perf & transformed / digitised processes & systems to up-scale for growth & SeedA funding = more orders delivered faster at better quality, cheaper. INTERIM TRANSFORMATION DIR - European Fintech, Tech, FM & Hyper growth ecommerce: • Partnered with exec to deliver £200m cash optimisation prog & 15% FTE cut incl improving e2e processes to scale UK/EU lean delivery & logistics faster • Partnered with exec (in absence of CTO & Head of Product) to set vision, Q1 priorities & Product OKR\'s. Developed plans to improve e2e customer journey, processes & enable SaaS delivery at scale. THE REAL \"LOU TAYLOR\" • \"All in\" & high energy: collaborate & empower high performing inclusive teams to excel • Hire well & create a genuine culture of care that fosters L&D • Engage teams to want to be part of the transformation journey • Resilient & adaptable, I run towards fires to try & fix them • High level & also in the detail • Broad functional skills: Ops, Finance, Strategy, Change, Tech, Product, HR, Sales
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