Aday in the life...
RICHARDBROADHURST SENIOR CUSTOMER SOLUTIONS DELIVERYMANAGER
Every week, Senior Customer Solutions Delivery Manager Richard Broadhurst is travelling the length and breadth of the UK tomake sure our customers are happy. Here we catch up with him to find out how he’s helping customers savemoney by working smarter and getting new customers up to speed.
In a typical day… I’m usually out on the road bright and early travelling to see my first customer having checked our trading list to coordinate appointments in the same area. On average I travel up to 25,000miles a year anywhere between Scotland and Bristol, somost days are pretty long. When I’m not with customers I’m answering queries from the sales team and helping them with any issues, preparing monthly reports and status updates. Then, when I return home to Manchester I catch up on my emails. I develop solutions… ranging fromon-boarding new customers with all the support that entails such as configuring equipment and training staff, to finding new cost-efficiencies and smarter ways of working, be it operational or customising IT software. A good example is... one leading supermarket that wanted to cut costs on a high-value, high-volume Christmas campaign that involvedmailing out advent goodie boxes. To help the supermarket increase savings I developed a way to identify customers who had opted out of receiving its mail by screening them against Royal Mail’s Preference Service, removing them fromboth the data file and its magnums and postbags before they reached Royal Mail. This not only qualified the supermarket for an adMail discount, it also saved the company 5p per itemon production and unnecessary processing costs. It resulted in saving the supermarket
thousands of pounds through best practice data management and ensured none of its customers received unwantedmail. We’ve also applied this solution to other major supermarkets for their customer loyalty card mailings helping them tomake significant cost savings. You need to be... a great communicator and collaborator, an expert on Royal Mail’s regulations and have a good technical understanding so that you can give IT developers a clear brief. Thanks tomy 17 years’ working at mailing houses, I’ve got lots of operational experience within the postal industry fromdeveloping new sort software to processing printed bag labels. The one thing I love about my job is... seeing satisfied customers. I love looking at ways to save customers money and thanks to the support of my teamwe help themdeliver quicker, more cost-efficient ways of working. I love a challenge... so when one of our customers needed to get up and running in the fastest possible time to roll out an important campaign – a process that usually takes up to 6 weeks – we set to work and got them up and running within a week. Out of hours… I’m a self-confessed petrol-head and enjoy repairing cars at the weekend. However, when I’m not tinkering with cars, I love to take my touring caravan down to Devon and spend the summer glamping with the family.
10 Whistl Magazine • Winter 2018
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