Fishknife LLP

Examples of projects delivered:
- Built an automated quotation tool for a Pre-Seed services company, reducing time to quote by ~12 hrs
- Designed a custom order and inventory tool for a Pre-Seed luxury catering company, enabling 6x sales value and volume growth in one quarter, with no additional sales headcount
- Implemented a shared customer inbox tool for a Series A Insurtech, delivering ~40% reduction in per case handling time
- Identified, sized and prioritised a roadmap of customer service efficiency opportunities for a Series D Fintech, representing >£0.5m annual savings potential

Partner

PureGym

Commercial Support, Denmark Estate Transformation (FTC)

Onto

Onto was a Series C electric vehicle subscription scale-up, serving B2C and B2B customers across the UK. It unfortunately went into administration in September 2023. As a member of the Business Operations team, I was aligned to Customer Service and Marketing teams to drive CX-focused process improvements through data-driven insights, low/no-code automation tools (Make/Integromat, NextMatter), and facilitating intra-departmental collaboration

Some achievements include:
- Aligned to Customer Service and Marketing teams to build CX-focused process improvements through data-driven insights and low/no-code automation tools (Make/Integromat, NextMatter)
- Designed and implemented self-serve customer journeys to reduce key contact drivers by >60%
- Launched NPS and CSAT programmes, delivering double digit NPS growth and +0.4 Trustpilot
- Implemented a workflow tool to replace an outsourced service, leading to £0.4m annual saving
- Built an automated post-return damage invoicing process, leading to 50% reduction in length of process and 2x payment collection rates (>£0.5m annualised bottom line impact)

Business Operations Manager

- Established PureGym’s first multi-market NPS programme and follow-up processes to drive action
- Trained >600 gym managers on NPS and customer insight practices, including providing regional deepdive sessions to support improved scores, resulting in being nominated by the gym teams as Support Centre person of the year
- Transitioned all markets to a new customer feedback tool, increasing survey response volume 10x
- Led all strategic qualitative and quantitative research, e.g. female gym confidence, cost-of-living
- Responsible for training and development of a graduate analyst

Head of Member Feedback

Pret A Manger

- Worked cross-functionally and across markets to build the 5-year global strategic plan 
- Project management, e.g. UK roll-out of full ingredient labelling

Strategy Manager

Costa Coffee

- Designed and tracked commercial and customer KPIs for Store of the Future trial sites
- Led full food workstream for the project, including range selection against customer and commercial measures

Store Propositions Manager (Costa Coffee - Whitbread)

Whitbread

- Workstream to identify and size opportunities to increase returns on Whitbread's assets, with the potential to deliver up to £3m of annual profit uplift
- Data-driven insight to identify key drivers of guest scores, which will be used to prioritise capital expenditure in the future
- Detailed analysis of the hotel supply landscape for the German market, including competitor network evaluation

Strategy Analyst (Premier Inn)

OC&C Strategy Consultants

Projects included:
- Value chain analysis for a major British retailer, including modelling the cost implications of a number of different sourcing scenarios
- Sales channel strategy for a client in the construction sector, including modelling the costs of sales via each channel
- Sales data analysis for a B2B services provider, including cohort analysis
- Customer and key stakeholder interview programmes across a range of sectors, including B2B and B2C services and FMCG
- Competitor research and analysis across a range of sectors, including B2B and B2C services and FMCG
- Due diligence projects across B2B and B2C services, Technology and FMCG

Associate Consultant

Pragma Consulting

Projects included:
- Market entry research for a large value player looking to enter a new European market, including managing and overseeing qualitative and quantitative research workstreams
- Trading data analysis for a specialist wholesaler
- Operational support for a leading affordable luxury womenswear brand
- New store concept evaluation for a large UK supermarket
- Production of pitch documents and marketing materials, including two thought pieces

Analyst

I am a partner and founder at Fishknife LLP.

Tl;dr No-code ops automations for (impatient) founders

Fishknife is a Digital Operations Agency serving early stage founders and investors. We build next-level ops processes using low-code automations and AI

Reach out to find out how we can help turbocharge your business.

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