alex heasley

chief customer officer

About

Over 17 years experience across financial services and fundraising industries covering all aspects of customer service, operations, marketing and commercial teams. Experience of launching new brands and building/scaling teams very quickly whilst developing and improving process across all business areas.

Country

united kingdom

City

london

Industry

fund-raising

Skill

event management, telemarketing, volunteer management, call center, account management, call centers, change management, marketing communications, direct marketing, email marketing, customer service, crm, online marketing, sales, fundraising, online advertising, digital marketing, business planning, marketing strategy, strategy, customer experience, team leadership, team management, leadership, management, stakeholder management, business development, customer retention, strategic partnerships, b2b, coaching, new business development, business strategy, strategic planning, event planning, training, sales management

Experience

head of customer services

virgin money giving

2009-6 - 2012-3 · 2 yrs 10 mos

Heading up all customer facing areas of the business including call centre help desk functions and field account management teams.

operations manager

royal bank of scotland for intermediaries

2001-1 - 2007-5 · 6 yrs 5 mos

* Intermediary Sales Call Centre and Service function - over 100 people. * Process development and improvement. * Key liaison between business functions and change/product teams. * Relationship management of suppliers.

chief customer officer

easyfundraising.org.uk

2018-6 - Present · 8 yrs 4 mos

Leadership of the Marketing, Product, Customer Insight and Commercial teams

head of virgin money giving

virgin money giving

2012-4 - 2016-1 · 3 yrs 10 mos

* Lead and motivate cross departmental teams (spanning Customer Operations, IT, Marketing and Change) to deliver corporate, commercial and customer service objectives. * Responsible for delivery of commercial plan and agreed KPIs. * Represent the business at key industry events in the capacity of business and industry expert. * Manage and take responsibility for the customer experience both from a website, sales and service perspective across all customer groups. * Overall business lead on all change programme, ensuring business requirements and objectives are delivered within expected timescales, budget and risk appetite. * Operate within and meet all criteria of the wider Virgin Money governance framework.

commercial director

virgin money giving

2016-1 - 2017-5 · 1 yr 5 mos

Responsible for the development, delivery and subsequent management of Virgin Money Giving - a not for profit online fundraising platform. Leading cross departmental teams (spanning Customer Operations, IT, Marketing and Change) to deliver corporate, commercial and customer service objectives. Securing and management of key third party and partner relationships. Accountability for financial crime metrics across the product and customer base.