Connect Assist Ltd remain number one in their core market, with strong margins, high recurring revenues and high contract renewals. They are privately owned and entrepreneurial with a prestigious and loyal client base, that have provided year on year growth since inception.

As part of their growth strategy they created a new role of Chief Sales Officer (CSO) to enhance their senior leadership team.

The Challenge

From extensive briefs with the client, we knew that they wanted a proactive, entrepreneurial individual that would thrive in Connect Assist’s culture, and who readily understood the customer needs and could present effective solutions.

The CSO would become a crucial member of the leadership team, engaging with senior decision makers and industry bodies. The role would be focused on the continued growth of new revenues, acquiring new clients and providing services to chosen markets to take ownership of the sales strategy, delivery and target success.

The successful candidate would need to communicate the strategy, market and competitor activity, and overall operational results. Developing and deliver the sales strategy and articulating this clearly to the company’s stakeholders was a top priority.

The board were looking for a leader that possessed a broad knowledge of the contact centre sector and who could bring their reputation and gravitas to the position and develop the team around them.

Our Approach

Moon Executive Search has experience of making senior appointments with professional services firms across technology, healthcare, and charity businesses. Therefore, our well-established network of contacts ensured that Moon Executive Search could bring the necessary profile to this CSO search, adding significant additional value to the business.

Searching across both the not-for-profit and the business landscapes, we were mindful of focusing on candidates that could demonstrate empathy with the sector by having a history of involvement with charities or voluntary work outside of their day job.

The candidate also needed to demonstrate an understanding of values and mission of Connect Assist Ltd and a broad knowledge of the contact centre sector, bringing their reputation and presence to the position.

The CSO role was approached with a national search, drawing upon our UK network to identify the highest calibre of candidates for the shortlist, whilst being mindful of the fact that the Connect Assist Ltd Head Office is based in Nantgarw, just north of Cardiff.

The Solution

We pursued traditional and modern search methods to find a shortlist of candidates. All the discussions were conducted under a Non-Disclosure Agreement. In conducting the search, we kept the utmost confidentiality, considering the sensitivity of the market and the requirements of the shareholders when communicating with the prospective candidates.

There was a terrific response to our reach-outs and after introductions and interviews, the board decided to take on Amanda Mullans, whose broad experience of business process outsourcing and commercial delivery across not-for-profit, IT, retail, FMCG and financial services, made her an excellent fit for the role.