Martyn Oakley
Group CIO & UK Operations Director,
LAITHWAITES WINE
Martyn is Group CIO and UK Operations Director for Direct Wines, the leading home delivery service for wine, operating under the brands Laithwaites, Sunday Times Wine Club, and Averys.
Martyn is an experienced leader of customer-facing operations, having been in Director and CIO positions for nearly 20 years.
He has led engineering field-based operations, IT, debt management, and large-scale multi-site call centres. and customer service functions in telecoms, Internet services, water utilities, and wine retailing.
At Direct Wines, he has been responsible for all direct sales, Retail shops, contact centres, inbound freight, warehouse, and customer delivery.
He recently moved to the Group CIO role, where he is responsible for IT/Technology across the UK, APAC, and US trading operations and retained UK operations responsibility for logistics and Contact Centre.
Enthusiastic about the power of people to deliver for the customer when supported and encouraged, he is a strong advocate for the Institute of Customer Service Service Mark accreditation, with Laithwaites being proud to hold the standard with distinction.
Sessions
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19-Sep-2024The Future of CXThe future of customer service
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