LOOKING TO...
boost your recurring revenue without sacrificing value or price?
Gareth Hussey, GM Telefonica
What’s in it for you?
I offer you top-tier expertise on a part-time basis, acting as your trusted partner to tackle specific challenges, deliver results and stay with you long enough to educate your teams to continue the success. Here’s how you benefit:
Cost- Efficiency
Optimise your budget by paying only for the expertise you need—without compromising on quality. I bring a unique combination of commercial and operational experience, offering two areas of expertise in one, at a part-time cost
Flexibility
Scale your leadership functions or project needs flexibly to suit your requirements.
Access to Expertise
Gain industry-leading knowledge and skills not available internally without a full-time commitment. With specialised knowledge in recurring revenue and a proven ability to deliver impactful results, I can help your business thrive and grow efficiently
Increased productivity
Benefit from a dedicated professional focused on achieving the right results who stays committed through to delivery.
Team development and knowledge transfer
Upskill your team to maintain and grow the solutions we implement.
How I can help you
Advisor - CGO, CRO & COO
I’m a recurring revenue expert with over 20 years of experience navigating highly competitive markets. My customer-centric approach consistently drives sustainable and profitable growth, while my hands-on operational experience allows me to deliver real, impactful results. I bring a unique blend of strategic vision and practical expertise to help businesses thrive.
Telefonica UK
Three
Virgin Media O2
Jo is a dynamic and invaluable asset to any leadership team
Gareth Turpin
CCO VMO2
Boost recurring revenue
Recurring revenue is the engine for long-term success. Whether you currently operate a subscription model or not, it can be the key to boosting revenue while reducing acquisition costs. By focusing on this strategy, you can significantly improve Customer Lifetime Value (CLV), Gross Revenue Retention (GRR), and Net Revenue Retention (NRR), driving sustainable growth for the future.
Trading Levers
Optimise acquisition volume and rates ~ historically accountable for a number of different trading areas where optimisation of price, proposition, channel, customer mixes and marketing spend was critical for commercial success.
Retention Strategies
Align commercial and customer outcomes for better retention ~ delivered a bold recontracting program reducing churn by 1.5pts, improving tNPS +1pt and improved margins by c200%.
Market Share Expansion
Increase both volume and value ~ expanded distribution using third parities for a UK market leader, delivering 4pt market share improvements.
Business Value Growth
Enhance both top-line revenue and bottom-line profit ~ managed P&L worth up to £1.2bn with published market results to showcase success.
And more...
Cut Costs
Cost-cutting is challenging, but when approached from both commercial and customer perspectives, it becomes an opportunity to focus on the right areas. By aligning cost value with business priorities, you can enhance performance and strengthen the overall health of the business
Performance Improvement
Optimise, streamline and transform team(s) performance ~ lead diverse teams both directly up to c160 people and indirectly through BPOs of 2k with improved KPIs; conversion + 9%, + 10pt tNPA, + 2% XSUS etc.
Automation
Identify automation opportunities to reduce unnecessary waste ~ implemented both simple and technical operational changes to voice sales teams in VMO2 to drive customer (+1pt NPS), advisor (+5pt eNPS and 7% attrition reduction) and commercial benefits (conversion +9%, +£2 transaction rate etc).
End to end customer journey review
Addressing customer needs in an efficient manner ~ changed a UK market leading company base comms approach from product to customer-centric which lead to a +2% y-o-y product penetration increase.
Synergies, not silos
Streamline departments to foster collaboration, eliminating redundant processes that add little value ~ lead the first agile cross-functional team for O2 resulting in enhanced XSUS and acquisition growth delivering £17m controllable contribution improvements in year.
And more...
Prioritise Customers
Prioritising customers can enhance customer experience to reduce acquisition costs and increase customer lifetime value (CLV).
Customer Journey Improvements
Enhance customer experiences and satisfaction ~ worked with various SAAS companies e.g. Vizolution, to implement quick but effective customer experience changes to improve all KPIs.
Cross-Sell and Upsell Opportunities
Maximise customer value using a customer centric approach ~ worked with a CTO function to deliver a one click journey change, reducing customer friction and accelerating upsell by 170% y-o-y.
Retention Strategies
Align commercial and customer outcomes for better retention ~ owned retention strategies for both for O2 and Three, delivering market leading churn, and operationally ran the sole retention channel for VMO2.
Loyalty Initiatives
Address the customer need to meet the desired commercial outcome ~commercialised existing Disney + and Apple music partnership deals by restructuring the digital engagement portfolio strategy; improved controllable contribution by £3.5m in year one.
And more...
Enhance Channel Performance
Improving channel performance drives greater efficiency, maximises revenue opportunities, and enhances customer experience, all of which are key to staying competitive and achieving sustainable growth .
Channel Distribution
Channel strategy depends on desired outcome ~ operational and commercial experience of both direct and indirect distribution channels.
Commercialise Third-Party Agreements
Improve profitability through commercial term changes ~ moved from a traditional productive hour model to 100% outcomes paid via revenue share for BPO voice sale partners, improving in year opex by over £10m.
Channel Reviews
Maximise returns and performance ~ driven step change performance in retail, voice, digital and third parties.
Pitch Refinement
Enhance pitches to networks ~ over 20 years of experience in the telecoms industry across the key areas; finance, marketing, commercial, sales and operations.
And more...
Example questions I can help you answer
I need to improve my market share but I’m unsure how to improve growth without hurting the value within my customer base?
I’m losing customers, how do I retain them?
Is there value in a loyalty program?
I have limited investment this year to grow the business value and so how do I prioritise?
Can I move our customer services cost centre into a profit generating area?
How do I improve my cost base without hurting customer growth?
Why I am doing this
Growing up, I had the privilege of watching my incredibly hardworking Dad, who despite not having an education, provide for our family while also supporting friends, extended family, and the community. His dedication has instilled in me a deep passion for giving back.
This is why I serve as a trustee for a local charity, volunteer with the Scouts, and now, I want to leverage my invaluable corporate experience to help other businesses enhance their value.
And why Fractional?
I care
Becoming a part of your team and then leaving people with the skills to maintain and grow matters to me.
Clarity from Chaos
Known for my ability to navigate and resolve complex challenges, I thrive on bringing order and delivering solutions in high-pressure environments.
Commercial and Operational Expertise
My unique blend of commercial strategy and hands-on operational experience sets me apart and ensures effective execution and delivered KPIs.
Delivering Positive Outcomes
I’m driven by achieving tangible, measurable results that contribute to commercial, customer and team success.
Recommendations
“I worked closely with Jo for 2 years, and was extremely impressed by her customer focus and commercial capabilities.”
Eddie Short
Board Advisor and Chief Transformation Officer at Telefonica
“Having had the pleasure of working with Jo for a number of years I would highly recommend her. I have consistently observed her exceptional commercial acumen and unwavering commitment to meeting customer needs. Her authentic leadership style not only inspires those around her but also drives measurable performance improvements. Jo is a dynamic and invaluable asset to any leadership team”
Gareth Turpin
CCO VMO2
"Jo has a proven track record in commercial roles and this experience was vital in delivering excellent commercial outcomes. I also enjoyed the balance Jo displayed in the leadership team demonstrating the right amount of being curious, pragmatic, listening and direct when she needed to be. I think my leadership team was richer having Jo around the table.”
Mark Gait
Director of Customer Services at VMO2
“Jo was a secret weapon – and some! She is an astute commercial operator who goes through the P&L and finds opportunities with a fine-tooth comb, but also has the ability to come top-down and make big and very different things happen with material market and customer-driven opportunities in mind. An absolute pleasure to work with and class act in commercial leadership.”
Gareth Hussey
GM Telefonica
“I worked closely with Jo for 2 years, and was extremely impressed by her customer focus and commercial capabilities.”
Eddie Short
Board Advisor and Chief Transformation Officer at Telefonica
“Having had the pleasure of working with Jo for a number of years I would highly recommend her. I have consistently observed her exceptional commercial acumen and unwavering commitment to meeting customer needs. Her authentic leadership style not only inspires those around her but also drives measurable performance improvements. Jo is a dynamic and invaluable asset to any leadership team”