Telecommunications

Sector Overview
Embracing mobile, fixed line and broadband telephony, the UK's telecoms sector – one of the most advanced in Europe – serves both the business and consumer communities.

Demand for the latest technology at the lowest prices makes this a highly competitive sector. Services and products have little or no differentiation; sales promotions and bundled deals are used routinely to attract, acquire and retain customers.

Much of this marketing activity has produced short-term gains only, while simultaneously generating (in the consumer market particularly) customer churn. Despite the relative strength of individual operators' brands, customer loyalty is low.

To reduce the impact of churn and increase the Average Revenue Per User (ARPU), operators are moving to deals that tie customers into 18-24 month contracts.

The need, however, to drive down the cost of delivering customer services, through significantly increased efficiency mean such initiatives are unlikely to prevent further consolidation throughout the sector.

In this highly dynamic business environment, leading telecoms operators are turning to Albemarle interim executives to manage both the process of strategic change – and at a tactical level, those operations that drive and are affected by change.

Their strategic strengths, leadership skills and practical, operational ability equip them to undertake professional roles ranging from project management through to board-level assignments.

Sector experience
During times of transition, Telecom companies that lack the relevant competencies in-house – or whose existing staff, already working to capacity, need help to deliver business objectives on time – are looking, increasingly, to Albemarle interim managers to provide leadership and operational expertise.

Working at board level, or in senior and middle management roles, our interim professionals' collective Telecoms Management experience includes:

  • Merger and Acquisition
  • Call Centre Management
  • Retail Market Analysis
  • Product Development
  • Customer Services and Retention
  • Management Information Systems
  • Supply Chain
  • Business Development – International and Domestic markets

And, of course, the core disciplines, including:

  • Human Resources
  • Finance
  • Sales
  • Marketing
  • Purchasing

Albemarle's Telecommunications assignments
Recent roles undertaken by Albemarle interim managers, across the Telecommunications sector include:

  • Head of Customer Loyalty & Retention
  • Head of Outsourcing
  • Customer Insight Manager
  • Head of Recruitment
  • Head of Internal Communications
  • Head of Supply Chain and Logistics
  • Senior Operations Manager – Customer Services
  • Director of Business Planning
  • Products Director
  • Integration Director
  • HR Director
  • Head of Service Delivery
  • Operations Manager
  • Sales Director

Albemarle interim professionals are also highly effective in a project management role – ideal where a project is short-term and there is no need for a permanent appointment. Recent and ongoing projects include:

  • Organisation Design and Review
  • Customer Loyalty and Retention
  • Business Integration
  • Brand re-launch
  • Billing and Payments
  • PCI Data Security
  • CRM/ Call Centre Management
  • Outsourcing projects
  • Systems Migration
  • Retail Market Analysis
  • Product Development
  • Customer Services and Customer Retention
  • Management Information Systems
  • Supply Chain
  • Business Development - International and Domestic markets

Contact us
To find out more about Albemarle, and how our interim managers could help your organisation achieve its business objectives, please call Chris Bernard on 020 7079 3737.

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