Matt Williams Cmgr

WORK HISTORY

EDUCATION

ABOUT MATT WILLIAMS CMGR

An experienced senior leader and customer contact centre SME with deep expertise in high growth D2C environments and B2B vendor ecosystems - driving innovation, efficiency, and commercial impact across global operations. With a strong strategic mindset, I act as a catalyst for change, delivering innovative solutions that address today’s business challenges while enhancing customer satisfaction, operational excellence, and team performance.In recent years, I’ve led Gymshark’s global customer support across the UK and Philippines - managing customer operations, BPO vendor management, workforce planning, QA, training, comms, and process improvement. I’ve scaled AI and automation, introduced strategies that balance cost with service excellence, and embedded a high performing, inclusive culture. Trusted by execs and stakeholders across D2C and B2B ecosystems, I thrive in fast-paced, high growth environments - turning vision into action and driving transformation with a relentless focus on outcomes.Core competencies include:• Customer Service Excellence• Strategic Planning & Execution• Workforce & Capacity Planning• Situational Coaching• Agile Leadership• Engagement & Culture Building• Continuous Improvement • Vendor Management• Project Management• Mentoring & Development• Customer Journey Mapping • Data Driven Decision Making• Communication & Negotiation• Lean Six Sigma Methodologies • Change & Transformation• Commercial Awareness• Budget Management• Stakeholder Engagement• Performance Management• Problem Solving • Mental Health & Wellbeing