Rob Hartley

Ember Services is a strategic customer management consultancy delivering improved and clearer customer management strategies and operational delivery solutions for its clients. Critically these strategies are based upon a hard and robust understanding of what drives optimum performance in customer service and sales operations.

Head of Outsource Contracts for EMEA Sales and Customer Care. Responsible for RFP development, vendor procurement, contract negotiation, contract delivery and ongoing vendor governance and operational delivery management. Operational ownership for Southern Europe (Germany, Italy & Spain).

Regional Head of the Sales and Customer Care operations in Germany, Italy and Spain. Driving sales, improvements in the customer experience and operational efficiencies across the centres. Delivering to the business strategy and vision through leading key project: Attract, Develop & Reward People Programme.

Leading the German operation through a restructure of the centre, responsible for 80 people, maintaining core KPI's, driving efficiency savings through process improvement.

Responsible for all offline sales through 4 call centres supporting the UK business. Restructure of the UK call centres through outsourcing strategy and streamlining the UK in-house operation.

Responsible for 15 stores across London and the South-East of England. Full P&L responsibility for all stores, with key focus on delivering sales growth across the region, while driving improved profitability through improved revenues based on mix of sales business and cost efficiencies.