Leadership spotlight: Director of Sales Enablement & Operations
In this series we will hear from the Senior Leadership Team at Three about the latest activity across the company and a little about the people behind the projects.
- Name: Jonathan Ryan
- Job title: Director of Sales Enablement & Operations
- Function: Three Business
- Tenure: 5 months
Tell us a bit about your background
I joined Three in December. I’ve enjoyed a broad range of telco roles throughout my career, and I’ve specialised in driving transformational B2B performance for the past ten years or so.
It’s a great industry and this is a great organisation.
I live in the north east of England. Our Reading and Glasgow offices will be hybrid hubs for Three Business, so on a map I’m pretty much mid-way between the two. One of the (very few) good things to come out of Covid is the pace of change for concepts like remote and hybrid working. I believe companies like Three who really embrace it will have a competitive edge in being able to offer a better employee experience and being able to attract talent from a larger geographic pool.
Describe your role in a nutshell
Mine is a broad, exciting role, essentially standing up what we refer to internally as the Three Business infrastructure.
Three Business is a major part of Three’s growth strategy, but historically we’ve performed better in the consumer market. There are a whole host of tools, processes, interactions, channels, skills, partners and operations which ensure that Business customers receive a brilliant sales and service experience. My team design and deliver those things.
We recently more than doubled our Three Business telesales team and also created the role of Retail Business Ambassador to help our Three Business customers have the best possible experience. We know that Business is a key focus area for Three UK – what else will help drive this success?
The growth doesn’t stop with those two channels, we are developing our online capabilities, engaging with indirect sales partners and hiring new direct sales teams too.
My team are balancing a leading edge, digital-first approach for the future, with very tactical and pragmatic initiatives to improve how we work, sell and serve right now.
We are already busy re-engineering, automating and digitising our processes, sales and service operations, so we can be even quicker and easier to do business with.
A lot of people are working very hard, very successfully on a programme to introduce our new Three Business customer management platform, and in parallel we’re building a new ground-up Business customer care model, ensuring business-grade service for Business customers.
There’s a lot happening, but the pace and scale of the tangible change being delivered is really energising.