Working with CMR
Whether you’re a mid-executive level professional looking for your next permanent or interim contract role, or an organisation seeking to bolster your contact centre or Customer experience division with the right talent, CMR is on-hand to provide the right service for you!
Experts in Customer Management
Customer management is about being proactive with your Customers. What drives Customer behaviour? How do Customers wish to be serviced? And through what channels? What does all this Customer Data tell us?
This is why CMR have positioned ourselves as experts in the Contact Centre industry and make it our business to understand what these other departments look like in terms of skills that are in demand, such as:
- CX & Insight teams in Marketing departments
- Data Analytics – what are Customers genuinely doing and saying
- Robotics & AI – how can you take the cost of the repetitive processes out of these large operations
- Complex operations – outsourced on or offshore
- Operational Change – how do companies keep up with the market leaders and implement new initiatives
How we define Customer Management
Buzzwords you’ve probably seen include Customer Experience or CX, Customer Contact, Customer Journey, Customer Engagement or Contact Centres.
CMR provide solutions across the entire customer management function, typically; Executive/ C-Suite level, Change & Transformation, Robotics, AI & Automation, Project & Programme Management, Resource Planning & MI, Mid-Senior level Operations Management and Multilingual Advisors + many more specialist areas!
Where does Customer Management sit currently?
With most companies adopting an omni or multi-channel approach to Customer contact, this will generally sit within Customer Operations or for more sophisticated operations, Contact Centres. CMR has years of experience placing professionals within a wide range of organisations from 20 seat centres to 50,000+.
Where is it going?
The Customer Service industry is going through some rapid change and the landscape looks different to how it appeared 10 years ago (before social media and smartphones) and even more so 20 years ago (the call centre days before the internet).
As a boutique and specialist consultancy, we understand what is happening in the Customer management industry and possess the knowledge and insight required to recruit the right people for the complex roles that make up Customer management on an international scale.
CMR take pride if the fact we are invited to judge each year at both the Call North West Awards and ECCCSA’s. In addition to judging, we sponsor both these events too!
Meet the Team
Paul Carter – Founder and Managing Director
A seasoned recruiter in the contact centre industry, Paul wanted to create a company that was as passionate about Customer experience as the Candidates he recruited, and so Customer Management Resourcing was born. Disillusioned with recruitment clichés, he wanted to run an agency that solely specialised in the Customer management sector, so Clients knew they were dealing with genuine experts.
In his spare time, Paul can often be found trying to keep up with the youngsters by playing squash for his local team in the North West leagues, and was recently runner-up in the Cheshire Men’s Over-35s. Also, as he’s matured, so has his taste in wines, although this is probably something he needs to focus less on…
Liam James – Head of Client Development
A politics graduate, Liam acquired years of international sales management experience within the technology sector before embarking on a career in search and staffing more than a decade ago.
Having headed up small and medium-sized search teams and operations across international offices, Liam has opened up new markets, built relationships and designed creative staffing solutions across financial and professional services to support ongoing operations and transformation within risk, regulatory compliance and analytics.
Outside of work, Liam’s interests are varied and include rugby, food and wine, tennis and the open countryside.
Mike McEntee – Head of Client Delivery
Mike has more than 15 years’ experience sourcing project/programme management, business change and technology professionals on a permanent and interim basis. His consultative approach, coupled with a genuine passion for service excellence has allowed him to build great relationships with Candidates and Clients across multiple sectors.
Mike spends most of his spare time running around after his kids, picking up/dropping off here, there and everywhere, camping trips, playing Xbox, and walking his dog. He also enjoys learning to play the guitar, and keeping fit through cross-country running, before ruining it by eating out and socialising.
Sathya John – General Manager – Spain
Sathya began her career in the travel industry 15 years ago and now leads CMR’s operation in Barcelona. She is a commercially driven, results orientated talent and development specialist.
Sathya has lived and worked in several European countries and specialises in high volume multilingual, multinational recruitment for junior to senior level roles.
Sathya’s strong operational skills, sociable nature and passion for people is testament to the achievements that she has made throughout her career. She has spent the last few years working for a large leading outsourcing Contact Centre, implementing its Talent division from people to processes and systems, achieving above and beyond KPI targets and results. Bringing also experience and knowledge of operating in the Barcelona landscape.
In her spare time Sathya can be found on many a rooftop bar or on the beach in Barcelona. She loves spending time with friends and family, discovering new places and experiencing different cultures. She is also a massive dog lover and can often be spotted being taken for a walk by her very own small furry enthusiastic friends.
Katie May – Head of RPO
Following a varied career spanning academia, research and property, Katie found her passion for recruitment. Over the last nine years, Katie has placed talented individuals into the Construction, Travel and Financial Services sectors. Katie now heads up CMR’s RPO offering which provides end to end managed solutions across a range of functions such as: Customer Relations and Remediation, Interim Operational Change, Multi-Lingual Advisors and Contact Centre Advisors. Katie is committed to ensuring Clients have recruited a team with similar values to their own and are the best people for the job.
Katie’s extracurricular activities include toddler-proofing the house and filling paddling pools. She also enjoys international travel, eating lovely food and sipping a cold Sauvignon Blanc!
Rob Wright – Senior Consultant – Specialist & Senior Hires
With over 17 years’ experience in the financial services sector, Rob became a senior and specialist level recruiter in 2007 having worked as a fraud investigations manager for a global bank. He has worked with many of the worlds global brands within the sector as well as largely recognised UK and Internationally recognised organisations, focusing on developing relationships with senior level candidates and clients. He is now working for CMR in a delivery and account management role across the UK and Europe in the Senior Management, Automation, AI, CX and specialist roles within customer management with a focus on Financial Services and in supporting with our Recruitment Project Outsourcing (RPO) proposition.
Outside of work, Rob enjoys spending time with friends and family and has recently regained a passion for walking, golf and the great outdoors. He regularly spends time out experiencing restaurants and socialising, however his priority in life is his daughter who has recently started work herself, making him feel his age!
Nichola Finnigan – Principal Consultant
Nichola has many years of experience working as a Senior Recruitment Consultant having also worked in a financial services contact centre while studying for her psychology degree from The University of Manchester.
In her seven years as a senior recruiter, Nichola has worked with SME and enterprise healthcare organisations, as well as not-for-profit health and social care providers across a range of levels from clinical/technical, up to executive/operations level roles. Experienced across the whole 360-degree recruitment process, Nichola has also managed her own team of Consultants and Resourcers.
When she isn’t recruiting, Nichola enjoys running and keeping fit, travelling and cooking for her friends and family.
Sam Elvin – Principal Consultant
Having worked in the industry for 15 years Sam has a firm grasp of the Customer Operations industry both in the UK and Internationally. Focussing on both permanent and interim solutions Sam works extremely closely with both her candidates and her clients to ensure both parties experience excellent client/candidate experiences. With such a high demand for quality candidates Sam has the ability to go outside of standard recruitment processes to secure the best talent for the clients she works with.
Sam spends most of her spare time in the craziness that comes with having 4 and 6 year old boys! Most weekends are pretty full-on and filled with activity so going to the office on a Monday means she gets to sit down most of the day and even get cups of tea made for her by her colleagues! Sam is currently extending her house so is looking forward to entertaining her friends and family once it is complete. Having been a keen sports person most of her life Sam try’s to slot in exercise when she can nowadays.
Marianna Almeida – Principal Consultant – Spain
After graduating with a law degree in Brazil, Marianna decided to move to Europe to study a Masters and a PhD. Being extremely passionate about people, she began her professional career in Recruitment and has more than 5 years’ experience working for large companies in Brazil and Spain. Marianna specialised in recruiting high volumes of multilingual profiles for various companies across Europe. She has lived in different countries such as Brazil, Malta, Spain, Germany and The Netherlands.
Outside work, Marianna spends most of her spare time with family – especially with her little daughter Sophia – who loves Peppa Pig! Marianna is also passionate about new cultures and enjoys travelling with her husband to different countries.
Paul Dacey – Senior Consultant
Paul has worked in financial services for 15 years for major global banks in roles ranging from Regulated Investment Advisor, Mortgage Advisor and Private Banker. Paul decided to utilise his expertise to help people make their next career move in an industry he knows well. As a relationship manager, he truly cares about the experience of his Clients and Candidates and will go the extra mile to provide the right solutions they need.
Outside of the office, Paul enjoys attempting DIY projects and recently learnt to plaster. He also enjoys cooking and travelling.
Jamie Irvine – Recruitment Consultant
After graduating with a degree in history, Jamie began his career in the recruitment sector, gaining experience in both in-house and through external 360-degree positions across the IT, business change and Customer management sectors.
After a year in the technical world of .Net development, Jamie was keen to find a role that combined his recruitment skills with a passion for people and joined CMR.
Outside of work, Jamie is a fanatical Liverpool FC fan and holds a single-figure golf handicap.
Leanne Littler – Senior Client Delivery Specialist
Since Graduating with BA (Hons) Radio and Television in 2012, Leanne began her career in Office Management. Stepping into recruitment 3 years ago, Leanne’s experience started in 360 recruitment within the digital and marketing sector – she enjoyed utilising her creative background! Her passion for delivering excellent service to her Clients and Candidates attracted her into the role of Client Delivery Specialist and is enjoying the success the team at CMR are gaining across the Customer Experience market.
Outside of work, rain or shine, we know Leanne is never too far from the stables spending most of her spare time with her horse and cockapoo. Leanne also has a musical background – If she isn’t competing in the Brass Band world, she will be playing a bit of Glen Miller in the local Big Band!
Victoria Haughton – Senior Client Delivery Specialist
After graduating with a law degree, Vic worked within contact centres for two years across Customer service and technical support. With her passion for people, delivery and Customer service, she decided to embark on a graduate scheme in recruitment, specialising in IT infrastructure. Vic’s expertise has been forged within IT, change and transformation within the interim and permanent markets. Industries of expertise include utilities, telecoms, rail and transport, financial services an FMCG.
A deadlifting, circus tricks enthusiast, Vic takes part in CrossFit and aerial acrobatics throughout the week. A lover of the outdoors, Vic also enjoys hiking; she’s already climbed Snowdon, and Ben Nevis is next on the list.
Beccie Adamson – Client Delivery Specialist
After becoming a Film & TV Studies Graduate in 2014, Beccie entered the recruitment world specializing in the delivery of IT contract position across multiple industries including Finance, Public Sector & Telecoms. This developed into a role in business analysis and reporting showcasing to Clients the current contract market, business performance and how to make the business more cost effective.
Outside of work she’s a self-proclaimed geek with a passion for anything Marvel related, an avid Xbox gamer and Lego building enthusiast. Although her guilty pleasure is reality TV, never missing an episode of Love Island, TOWIE or The Real Housewives of Cheshire.
Louise Lunt – Client Delivery Consultant
Louise has recently joined the CMR team after several years working as a Team Manager in the claims industry. Louise is passionate about people and Customer Service, and is thoroughly enjoying her new role within recruitment!
Louise spends most of her spare time running around after her two small boys, and has an extensive knowledge of Paw Patrol, Dinosaurs and how many toy cars you can fit behind a sofa.
Nicola Morris – Client Delivery Specialist
After graduating with a Certificate in Education in 2010, Nicola spent a year teaching in various schools around the North West, before starting as a contact centre advisor in the legal sector and progressing through to Team Manager level, where she spent 7 years. Nicola always enjoyed the recruitment element of her role and decided to join the world of recruitment in 2019 here at CMR where she can combine her skills, experience and passion for people, and deliver a great customer experience for our candidates and clients.
Outside of work Nicola has her hands full with her two young children, and spends most of her spare time attending kids parties and managing toddler tantrums! But she enjoys going out with friends, attending concerts and the odd glass of wine (whenever she gets the chance).
Richard Green – Client Delivery Specialist
Until recently Richard was working as a Team Manager within customer services at Royal Bank of Scotland alongside dealing in internal recruitment for several years. Richard graduated in 2011 from a contemporary performance course and set about touring the UK with a comedy duo doing a two-week residency at the Edinburgh fringe in 2013. Richard realised way long after he should that he wasn’t making a lot of people laugh and decided to focus on a career.
Outside of work Richard spends his time collecting records and building his record collection that will one day take over his house, Richard is also a avid Lego builder.
Sam Carter – Finance Director
Having worked in contact centres and internal HR/recruitment for the past 15 years, Sam has gained the knowledge and experience to fully understand the job roles that make up Customer management enabling her to recruit the very best professionals.
Passionate about Customer experience, Sam wanted to create a company that focuses on developing partnerships with organisations to find them the best talent.
Perhaps the most challenging aspect of Sam’s role with CMR is encouraging the rest of the team to eat healthier, and she often comes to the office armed with carrot sticks and hummus.
Outside of work, you can find Sam spending time with her family and canine friends exploring the English countryside. An avid gym goer, she remains committed to trying to beat her spin class PB.
Jo Ardern – Business Support Manager
Jo has nearly 20 years’ experience in the recruitment industry, where she has gained a wealth of experience in supporting the day to day function of a busy recruitment business. She has previously held the position of Quality Manager, which has given her an excellent understanding of quality and compliance in the recruitment sector and she has also undertaken the role of Recruitment Consultant, giving her invaluable experience in the full recruitment cycle.
Outside of work Jo loves the great outdoors and attends military bootcamp classes, but when looking to do something a little less strenuous, enjoys walking, particularly when this includes stopping for refreshment at a nice country pub!
Peter Carter – Chairman
Peter has spent the last 25 years building a highly respected and successful market research business. This provides him with valuable insights on when to expand, when to consolidate and how to develop a team. Peter’s goal is to help create another 25 years of successful business.
In his spare time, he plays golf (badly) and drinks wine like an expert. He boasts an impressive contact list and loves nothing more than name-dropping who he’s recently had dinner with.
Jon Hitchenor – Non Executive Director
After spending the last 18 months in developing CMR’s people and helping them shape their
Jon enjoyed an illustrious career within the recruitment industry, spanning some 35 years and including a Main Board Directorship at Rullion IT Plus. During his time at Rullion IT Plus, the company’s turnover increased from £1m to £210m and he helped to hire/train over 2,000 new employees. Jon was determined to pass on his expertise to respected, fast-growing recruitment organisations like CMR.
CMR’s brand within the Customer Management Marketplace is already well established but Jon sincerely hopes that his expertise will be a huge asset to CMR in helping build a more profitable, sustainable business across both UK and Europe.
As part of his duties, Jon will also continue to be retained as CMR’s leadership/sales coach.
A house is not a home without a pet, and CMR is no different. Nellie is the office dog and provides a vital role in boosting morale and bringing love and fun to the team.
Join the team… …Are you CMR?
At CMR, our team help us stand out from the crowd.
We recognise that our growth and success comes down to the knowledge, experience and passion of our people. That’s why we continue to invest in training and development and trust every member of our team to take control of their CMR career and run with it.
We work closely with our Consultants to establish their unique goals and aspirations and develop a plan to help them achieve it.
Passion, collaboration and support
Our passion for Customer experience not only extends to how we treat our Clients and Candidates, but it applies to how we treat one another too.
At CMR, we believe in nurturing a culture of continuous development through support and collaboration, providing you with a strong foundation to build a career with us.
There is always knowledge and experience to be shared with every new team member who joins us. So, you can rest assured that you will be equipped with the insights and tools you need to uncover your full potential.
At CMR, there are no limits to your progression with us. Whether you join as a trainee, or you arrive with years of recruitment experience, we will work with you to establish a career plan that’s uniquely yours.
Treating one another with care and respect makes CMR the best place to develop your career in recruitment, and helps us to attract, motivate and retain the best people on the market.
And we reward you too…
Every CMR Consultant has access to a wide range of benefits including market-leading commission structures, superb holiday allowances, regular paid social events and additional rewards for achieving team and individual targets.
All of this in a collaborative working environment where we encourage knowledge-sharing and support at all levels….so you know you’re never on your own at CMR.
With our head office in Altrincham, Cheshire and an international presence that stretches all the way to Cape Town, South Africa, CMR truly is a recruitment business that is going places!
……and we’re looking for the very best people to come along for the ride and reap the rewards.
Corporate Social Responsibility (CSR)
Making a difference at CMR
At CMR, we’re passionate about corporate social responsibility (CSR). It’s not just something we think and talk about; we do it too!
We’re always evaluating how we can utilise our position as a leading recruiter to help the wider community, support the chosen charities of the business and the team, and ensure that we operate ethically and responsibly at all times.
Our dedicated CSR committee is responsible for owning, developing and evolving our strategy to ensure it remains on everyone’s agenda.
Find out more about our CSR initiatives by staying tuned to our blog and social channels. Alternatively, you can contact a member of the CMR team for more information about what we do and whether we might be able to help you.