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Kenneth Critcher
28 Gratwicke Road, Tilehurst, Reading RG310 4TT
Tel: 0118 996 7194 email: 317ken1965@gmail.com
Personal statement
A conscientious and professional person with high organisational and efficient skills whose thorough
and precise approach to projects has yielded excellent results. Extensive customer service
experience on all levels from trades people to multi million pound homeowners. Driving a work force
to ensure delivery, outstanding workmanship and budgets are maintained at all times. With a fun
sense of humour which is carried into the workplace at appropriate times as a happy team will deliver
high results.
Key Skills
 Management of staff
 Extensive experience of communication & customer service skills
 Develop, maintain & review service contracts
 Develop, maintain & review project budgets
 Extensive marketing experience
 Experience of various CRM systems
 Project Management – Prince 2 and Wrike
 Recruitment of staff and sub contractor appointing
 ArtiCAD professional user and 20-20 FX3 user
Employment History
Sept 14 – to date - Bohen Ltd
Principle Objectives:
To maximise the contribution from the showroom through profitable sales and control of overhead
expenses, in line with business plans and overall company policy and strategy. To meet and exceed
our customers’ expectations in terms of the efficiency of the service we provide.
Key Responsibilities:
* Sales/Financial Impact
* Effectively managing the showroom budget to meet financial targets.
* Developing sales opportunities for new, lapsed and existing customers.
* Effectively increasing profitable sales opportunities through correct product mix,
merchandising and marketing in-line with company policy.
* Analysing the trading report to establish current activity and communicating the outcome to
the showroom team.
* Communicating and negotiating with customers to secure the most profitable quotes and on-
going business.
* Processing new account application forms and setting up terms for customers

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* Continually updating knowledge of competitors’ activities.* Maintaining an awareness of
current retail trends and preferred suppliers product ranges
* Proactively supporting preferred suppliers and actively convert sales of non preferred
suppliers products to those of our preferred suppliers
People Management
* Leading by example and promoting business personality.
* Motivating the team to achieve the showroom financial targets.
* Managing and organising the team to meet operational needs.
* Effectively recruiting, inducting and retaining new employees.
* Actively identifying own and showroom employee training needs.
* Providing on the job training, guidance and coaching to all members of the team.
* Establishing relationships and communicating effectively with colleagues, customers and
suppliers
General
* Using initiative to identify and solve problems.
* Making competent commercial decisions in-line with Senior Management.
* Promoting good housekeeping within the showroom to provide a safe professional
environment.
* Managing the showroom administration to meet company standards and agreed deadlines.
* Ensuring active compliance with legislation and company policies within the showroom.
* Controlling the timely return of faulty/damaged goods and ensuring up-to-date accurate stock
records.
* Ensuring that showroom assets are well maintained and protected from possible damage and
theft.
* Generating a monthly written and statistical report to summarise the showroom performance.
* Willing to perform any other duties as may be deemed necessary or as may be required by
the company.
Key Relationships:
* Branch Manager – Branch/showroom staff
* Customers
* Support departments
* Regional Director
* Suppliers
Jun 03 – Aug 14 SELF EMPLOYED
Jun 12 – Aug 14 4 INSPIRED INTERIORS LTD
Jun 06 – Apr 12 KBF SOLUTIONS LTD
Jun 03 – Jun 06 Perfection Tiling & Flooring Services
* Manage customer enquiries.
* Schedule customer visits, prepare business proposals, schedule works and payments.
* Ensure timely ordering of materials.
* Manage relationships with suppliers and sub-contractors.
* Project manage installations.
* Produce detailed installation documents for sub-contractors.
* Manage schedule of sub-contractors to meet timescales as identified in the project plan.
* Produce innovative designs on state of the art CAD system that exceeds customer
expectations.
* Manage ordering process for stock from initial order, through delivery and returns.
* Manage the sales funnel for all enquiry types.
* Maintain a CRM system for customer maximisation and promotional purposes.
* Manage budgets for all areas of the business.
* Keep up to date with legislation and advances in products and materials.

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Feb 94 – Jun 03 ROYAL MAIL GROUP
Jun 02 – Jun 03 TRANSPORT REVIEW ANALYST
* Provide data analysis of vehicle movements to support the team leader.
* Assist on the development of software to monitor vehicle departure and arrival patterns.
* Support the project lead with data analysis as requested.
* Investigate process improvement opportunities within hubs.
Sept 01 – Jun 02 STAKEHOLDER MANAGER – YOUR GUIDE (YG)
* Monitor SLA/MoU compliance by Content providers to ensure that all content (all channels) is
provided as agreed for the pilot and content updates (all channels) are implemented by YG.
* Hold regular YG Performance review meetings with Stakeholders.
* Support the Your Guide pilot area-visiting programme by hosting visits and communicating the
benefits of the programme.
* Arrange and support the long-term strategic planning workshops with stakeholders.
* Ensure that Content Providing stakeholders provide YG usage data to input into YG evaluation.
* Ensure that Content Providers are supplied with appropriate Management Information and
supporting key messages from the pilot.
* Prepare and deliver stakeholder Briefing Materials.
* Present YG at events held by stakeholders and influencers
* Ensure that all programme and team processes are deployed effectively as defined in the
Stakeholder Team Charter and plan.
Mar 01 – Sept 01 PRODUCT MANAGER – YOUR GUIDE
* Manage the stakeholder process for the GGP pilot.
* Act as the main interface between PON stakeholders and the GGP Channel Champions.
* Manage the implementation of the Expert Advice Centres.
Nov 99 – Mar 01 POST OFFICE NETWORK – PRODUCT MANAGER
* Manage the introduction of new and re-specified products and services/equipment. Initiate and
ensure consistent deployment of the PIP.
* Develop/validate pipeline specifications for new/re-specified products with the relevant MFU
and PIP stakeholders, ensuring operational robustness and providing input as appropriate to
the MFU Product Design Processes. The Pipeline Specification will incorporate reference to
Equipment, Transaction Processing, Counter Operation, Training, Communication, Security,
and Distribution, auditing specifications that the jobholder will ensure meet requirements
agreed with the MFU.
* Ensure product/network reviews in conjunction with Network Specification to meet
MFU/client/customer needs and improve the efficiency of transactions in PONU. Working with
the MFU manage the co-ordination of research on re-specified products, identifying control
offices, evaluating trials and conducting Project Evaluation Reviews (PERs). Communicate
results to MFU.
* Support the Senior Products Manager in the development and implementation of service
enhancements [e.g. documentation improvements, better management information] and
initiatives to increase the financial viability of products [e.g. improvements in stock control],
taking advantage of automation developments. Facilitate the management of audits.
* Prepare and agree prioritised action plans with the MFU for meeting key client requirements.
Develop and maintain SLAs with other PON departments. Support Senior Products Manager in
reviews of IBAs. Pro-actively support the product and process re-engineering process
* Manage the operational delivery of marketing and promotional initiatives at counters that
require a change to the product or Pipeline specifications and establish data streams to monitor
their effectiveness.
* Ensure that the Performance Management Team monitor and analyse Territorial QPA and
operating process performance data (e.g. transaction processing). Specify the analysis

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required, develop, and implement initiatives to improve performance. Pro-actively identify
product/process re-engineering opportunities.
* Represent the Product Team on project meetings with MFUs and PONU as appropriate.
Facilitate agreement between MFU (and client) and PON teams to ensure best fit with
corporate interest.
Oct 95 – Nov 99 POST OFFICE COUNTERS LTD - PREMIUM SERVICES MANAGER
* Develop, maintain and review Service Level Agreements for the range of National and
International Premium Services and the Recorded service
* Co-ordinate the implementation of new and revised Premium and Response services on behalf
of POCL
* Utilise the information from Mystery Shopper, National Opinion Poll and the Transactional
Knowledge results to improve service provision in response to these surveys
* Organise the communication channels for operational instructions on new products or changes
to existing products and services.
* Write briefs for training seminars for new products and revisions to our current range of
products and services
* Liaise with the Mails Markets Communication Manager in providing operational advice to
Regions and customers on Premium and Response Services
Feb 94 – Sept 95 POST OFFICE COUNTERS LTD – BRANCH MANAGER, NEWBURY MAIN
POST OFFICE
* Full responsibility for staff within the office. Responsible for: budgets, counter coverage, training
and development of staff, appraising and counselling staff, office administration.
Education & Qualifications
 July 2015 – Fusion FX3 training – experienced users
 June 2015 – Advance bathroom design – Renee Mascari (CEO KBB NTG)
 November 2014 Fusion 20-20
 November 2014 - Bathroom design and Home visits – Renee Mascari (CEO KBB NTG)
 July 2000 Diploma in Management (Part 1)
 October 1995 to April 1998 Professional Certificate in Management, Open University
 January 1997 to date Influencing skills, Assertiveness Techniques and PRINCE 2
 January to December 1996
 January to December 1995 Counters Achieving Retail Excellence, Introduction to Account
Management and Facilitation skills
 April to June 1981 ‘O’ Level/CSE: English, Mathematics, Science, History, Technical Drawing
and French
Hobbies & Interests
 1st Degree Black Belt in Taekwon Do & blue stripe in ITF Kick-Boxing.
 Photography
 Reading, Stephen King & John Grisham and to improve my business education
 Most sports
References
References are available upon request.

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