Ryan Jessop

RYAN JESSOP 🌐 COO/CXO, Head of Operations, Customer Success Specialist Manchester, UK- - linkedin.com/in/ryanjessjessop A customer-focused and growth-oriented operations strategist with a passion for communication, continuous improvement, and organisational effectiveness. A successful leader of change within multiple industries, with a history of delivering creative strategies and coaching to drive improvement across all business areas. Possesses strong interpersonal, written and verbal communication skills and an ability to motivate, inspire, and empower colleagues at all levels of the organisation. ______________________________________________________________________________ SKILLS ● ● ● ● ● ● ● ● ● Online Businesses Startups and Scaling Strategic Planning Process Design and Optimisation Customer Journey/Retention Customer Success CX, UX, UI Business Communications Technical Copywriting ● ● ● ● ● ● ● ● ● Knowledge Management SCRUM Project and Programme Management Product Development Training, Learning & Development Community Management Talent Planning Compliance EOS, Clickup, Slack ______________________________________________________________________________ PROFESSIONAL EXPERIENCE Chief Operating Officer PETER SAGE GROUP DEC 2021 - SEP 2023 Global, Remote Headhunted with a remit to professionalise the business at startup stage and build a scalable foundation for rapid growth. Responsible for the day-to-day management of the agile Marketing function, Sales, Communications, Customer Success, Product, HR, and Compliance. ● Successfully implemented a culture focus on operational scalability by refining and documenting all repeatable processes. Prioritised developing Customer Experience strategy as a key market differentiator, using feedback loops, knowledge management, and data analysis to grow CSAT to 94% and Trustpilot to 4.8 ● Delivered record monthly and quarterly results in Q1 2022, and ~230% Y1 growth ($3.5-$13m), with staff roster eventually increasing from 12 to 51 personnel ● Consistently maintained retention rates under 8% and refund as % revenue under 10% by implementing user onboarding and Client Success strategies, incorporating new feedback loops into daily workflows ● Planned and executed hybrid and online events, delivering over $2.5m gross profit. De facto Events Director for off-site events, conferences, and staff retreats Export Manager, EMEA/PAC FINSEN TECHNOLOGIES JUL 2020 - SEP 2021 Global, Hybrid Reporting directly to the CEO, responsible for the day-to-day management of business development, distribution, and sales within European (excl. UK & Eire), MENA and APAC territories, subsidiaries and affiliates for a class-leading, PE-backed Medical Device manufacturer. ● Determined budgets and sales targets for sales staff, reviewed sales/marketing activities, and planned training/LMS ● Implemented new training, SLAs and KPIs for existing sales partners to drive revenue growth in a COVID-19 economy ● Owned forecasts, and developed new commercial and digital GTM strategies, commissioning research and due diligence requirements for new markets ● Created contracts and commercial agreements to satisfy company, territory, regulatory and partner requirements Operations Manager RS DATA TECH/RATE SPECIAL INTERACTIVE DEC 2019 - JUL 2020 Manchester, UK/Pasadena, California Promoted from Business Development Manager, and served as de facto Head of Operations for the UK product owner of RateSpecial Interactive, one of the largest interactive media and marketing companies in the US finance, property, and motor industries. As the owner of the UK’s only credit report product with the ability to appeal and remove file errors, we employed a technology-driven traffic acquisition model to acquire customers. ● Held P&L responsibility, providing analysis to ensure profitability and highlight potential cost savings or opportunities to generate further income ● Organised all aspects of planning, budget, organisation, and on-the-day management of marketing events and conferences ● Analysed customer data for trends and pain points, rewrote CS call scripts, and introduced gamification strategy to mobile app; reducing chargebacks and increasing retention/LTV Business Development Manager SEP 2018 - DEC 2019 Responsible for building affiliate partnerships with large traffic sources within the property, finance, and motor industry sectors. Consulted with industry leaders such as Zoopla, Toyota, Evolution Money, and O2 Telefonica to redesign their customer finance journey to incorporate RS Data Tech’s unique credit report product. ● Built and maintained a strong pipeline, achieved 18% YoY revenue growth in US and European markets ● Developed sector-specific Value Propositions for Sales and Marketing teams to narrow acquisition focus and increase market penetration ● Led the acquisition of strategic partners, significantly enhancing company foothold, profile and market share in the property and automotive sectors Sales and Marketing Operations Manager ACASTA EUROPE AUG 2017 - SEP 2018 Manchester, UK Supported the Sales, Marketing, and Customer Service functions of a non-standard insurance underwriter and broker, specialising in motor insurance with penalty points and endorsements, home insurance for subsidence and damage, and B2B staff absence insurance to the public and private sectors. ● Hired, managed, and coached line handlers and advisors, training via LMS. Implemented a new framework for talent planning, delivering a 26% increase in staff retention ● Achieved record daily and weekly revenue figures; awarded Employee of the Month ● Oversaw the launch of a new B2B Insurance Department within the contact centre ● Overhauled and designed new digital visual assets, boosting organic traffic, conversions and enquiries Head of Department KNUTSFORD MULTI-ACADEMY TRUST SEP 2015 - AUG 2017 Cheshire, UK Promoted from Subject Teacher, now responsible for leading a team of seven staff, day-to-day management of resources and facilities, creation of subject curriculum, and accountability for ~650 pupils’ attainment, engagement, and welfare. ● Completely overhauled the existing curriculum, designing a 35-module skills-based course that increased student development, attainment, and engagement ● High-volume data management and analysis; ensuring staff are using data to inform practice and create better outcomes ● Built links with local businesses and secured private sector sponsorship to offset budget cuts, boost enrollment, and promote inclusivity Subject Teacher MAY 2014 - AUG 2015 Planned and delivered lessons, workshops and presentations, assessing outcomes and providing feedback to ensure the highest possible attainment levels. ______________________________________________________________________________ FREELANCE/FOUNDER Founder and Lead Consultant ATLANTIK&CO AUG 2022 - Present Global, Remote A management and consulting agency for freelance, contract, and BOT Marketing and Operations projects. Founder and Creative Director MULTI21DESIGN LTD SEP 2017 - Present Global, Remote An online retailer selling proprietary posters and art prints to a worldwide customer base. ______________________________________________________________________________ EDUCATION Post-Graduate Certificate of Education (Secondary 11-18) Qualified Teacher Status Edge Hill University BA Music First Class Honours University of Salford 2014 Ormskirk, UK 2013 Manchester, UK ______________________________________________________________________________ HOBBIES and INTERESTS ● ● ● ● ● Travel Film/Cinema Sports - Motorsport, Cricket, Football Cars/Automotive Communication Design and Creative Arts