About Us

CMR Group was founded in 2014 by Paul Carter, who’s vision was to create an International talent management consultancy that purely focused on the dynamic & everchanging Customer Experience industry. Paul wanted to build a recognised brand that was not only known for professional recruitment services but also a brand that people confided in when wanting to learn from industry experts.

Today, CMR are proud to work with some of the world’s leading advocates of Customer Experience, providing bespoke recruitment services to some of the most ambitious and innovative organisations on the planet, ranging from large, blue-chip organisations to fast-growing start-ups and SME’s.

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 defined as the process of managing the relationship between an organisation, its people and its customers over time. What drives Customer behaviour? How do Customers wish to be served? 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 pre 2005 (before social media and smartphones) and even more so pre 1995 (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.

What else?

CMR take pride if the fact we are invited to judge each year at the Call North West Awards, International & UK CX Awards and The European Contact Centre & Customer Service Awards.

Our Values

Our values shape who we are and how we wish to be perceived.  We embrace these values as we believe it is through this approach we will achieve our mission of becoming global leaders in Customer Management recruitment.

Passionate

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.

Collaborative

CMR are one team.  We work without silos to maximise the best interests of our Candidates and Clients.

Trusted Experts

Positioned as trusted experts in the Contact Centre Industry.  We are made up of genuine experts in the field of customer management recruitment, and we pride ourselves on delivering outstanding levels of service.

With Integrity

We treat one another with care and respect, and we believe in nurturing a culture of continuous development through support and collaboration.

Inclusive

We will treat everyone equally.

Vision / Mission Statement

Our vision is to be the number one recruitment consultancy globally, specialising in Customer Management, recognised for providing excellence in all that we do.

Meet the Team

Paul Carter, CMR

Paul Carter – Group CEO

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 – Group Director – Client & Market 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.

CMR Recruitment - Mike

Mike McEntee – Group Operations Director & General Manager for CMR UK

Mike has spent more than 20 years’ in the recruitment sector specialising largely in project/programme management, business change and technology in his earlier career and focussing solely within Customer Management since 2016. His consultative approach, coupled with a genuine passion for service excellence has allowed him to build great relationships with Candidates and Clients across the industry and as a business leader he strives for same within the CMR team ensuring the best possible client and candidate experience.

Mike spends most of his spare time with his kids, picking up/dropping off here, there and everywhere,  playing Xbox, PlayStation and trying his best to get them outside!  He also enjoys long dog walks in the countryside, learning to play the guitar, keeping fit by doing Boxing and Cross-country running, and then ruining it all by socialising and eating out whenever possible!

Sathya John – Regional Director – Iberia

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.

Brendan McCarron General Manager – Ireland

Brendan has nearly a decade of specialist recruitment experience at a senior level across several disciplines and industries in the Republic of Ireland, including Tech, Finance and HR. He works best as a recruitment partner, in conversation and collaboration with businesses, to help them navigate their hiring processes and secure the best people within the highly competitive Irish talent pool.

Prior to recruitment, Brendan performed with a global Irish Dance production, Lord of the Dance, touring 51 countries over 11 years.

Outside of work Brendan enjoys good food, wine and company and as an attempt to counterbalance this, he is an avid road cyclist and can be found hiking the cliffs of Howth at weekends with his young family.

Joost Van de Ven – General Manager – Western Europe

Joost has worked in the service industry for the last 21 years. In that 21 years he managed countries, continents, clients, new business and most of all people. He worked with lots of blue chip clients all over the world and his teams were always close to where the clients were based.  People would describe him as a pragmatic and entrepreneurial thinker but also as a thought driver, honest and open. He is a great negotiator, always looking for a solution and a result, and to get there he will think and act different if needed.

Outside work, Joost likes to spend time with his family and he loves to watch his kids play their team sports. He has also been involved in sports as a passionate coach. He enjoys cooking and of course eating, with a good glass of wine! He likes to walk with his wife so they can talk about all that is going on.

Teresa Pacheco – Head of Talent Delivery Spain & Portugal

Teresa is a Portuguese native living in Barcelona, and speaks Spanish & English fluently. She holds a degree in Human Resources Management and has over 10 years´ recruitment industry experience within in-house and talent consultancy environments.  Professionally, Teresa holds in high regard the importance of team, client and candidate collaboration and is an expert in multicultural and multilingual environments, her specialism is her operational efficacy and ability to manage relationships simultaneously, driving team performance to deliver best in class results for clients & customers. Well-connected within Spain & Portugal her knowledge of talent acquisition & customer base has supported the development of her career to date.

Teresa enjoys learning new words & phrases in other languages and then trying them out in conversations for fun, she has a happy disposition and enjoys working with a touch of humor!

Outside of work, Teresa is learning how to have some time to herself like having a bath alone, trying to finish a book, cooking something without burning it…but ultimately she loves spending time with the family, especially with her kids. Playing with Santiago and Carlota is like going to a gym. They are so energetic and curious that she is never alone for a second!

Sam Malik – Head of Executive Search

Sam has extensive experience in Executive Search, Talent Consultancy, HR and Coaching, operating at a global level. She has successfully delivered on senior level search appointments, as well as large-scale succession planning and coaching assignments across Europe, Americas and APAC. An area of focus for Sam has been her work on Diversity & Inclusion, assisting clients with their D&I programmes.

An Economics graduate, Sam also has a teaching qualification and a postgraduate in coaching. She is passionate about people development, human behaviour and psychology and is a member of the National Council of Psychotherapists.

Outside of work, Sam spends her time being a mum to her 3 teenagers (where the psychotherapy proves useful!) and whenever possible, getting in a game or two of tennis. She loves to travel and is a real foodie!

Katie May – Head of Partnerships

Following a varied career spanning academia, research and property, Katie found her passion for recruitment. For 10 years, Katie has placed talented individuals into the Construction, Travel and Financial Services sectors.

Now, as Head of Partnerships, Katie promotes our end to end managed solutions across a range of functions such as Customer Relations and Complaints, Operational Change and Transformation, Collections and Fraud. Katie is committed to ensuring Clients have recruited a team with similar values to their own and are onboarding the best talent around.

Katie’s extracurricular activities include entertaining a lively 4 year old boy, international travel, eating lovely food and sipping a cold Sauvignon Blanc!

Nicola Morris – Client Delivery Team Leader

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).

Tim Kempson – Principal Consultant (Digital & CX)

Tim is a highly experienced Recruiter spending a majority of his career to date serving the Tech Sector, including success across Business Development, Software/Cloud Engineering and Change & Project Management. Away from the (remote) office Tim’s time is spent primarily with his young family, he loves going for a run and he’s getting back into golf (got down to a handicap of 13 before fatherhood ensued).

He combines his love of food and travel whenever the opportunity allows and spent a year many moons ago backpacking across South East Asia & Australia. Tim is an Everton fan and enjoys watching a plethora of sports, and has a number of sporting events on his bucket list in the coming years.

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 – Senior 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 Jackson – Senior Client Delivery Specialist

Since Graduating with BA (Hons) Radio and Television, Leanne began her career in Office Management. Stepping into recruitment in 2016, 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 an Account Management role and is enjoying every 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 health and fitness fanatic, Vic has recently built her own home gym this allows her to train at home several times a week, working on those personal bests! A fan of the outdoors a good walk up in the Lancashire hills is always on the cards come rain or shine!

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.

Cathy Redmond – Client Delivery Specialist

Cathy is an Irish native living in Manchester. From her degree in Human Resources Management, she has developed a passion for Recruitment and Selection.  After graduating from university, she has spent her time traveling and volunteering in Southeast Asia and is keen to use this experience to work with people internationally.

Outside of work Cathy is quite the foodie and enjoys trying new cuisines around the city. You can also find her walking and hiking with her dog in her free time.

Richard Green – Senior 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.

Oscar Rondon – Recruitment Consultant – Iberia

Oscar is Venezuelan and a HR professional with more than 3 years’ experience in Human Resource Functions. Oscar holds a master’s degree in Human Resources Management and has 360 experience in all areas of HR, with overall responsibility of end-to-end Recruitment & Selection processes, onboarding and administration within international environments.

Oscar´s focus is always on the candidate, client and the effective management of those relationships, always keeping in mind that people are the most important asset in any organization, and we have to work with them with respect, professionalism and clarity throughout the process.

Oscar loves to travel, and enjoys the beach and outdoor activities, getting to know new places it is one of his most favorite hobbies.

Priscilla Gruczkun – Recruitment Consultant – Iberia

Priscilla has a international business and foreign language background with over two years’ experience in the recruitment world. Where she has focussed specifically on the German and Nordic language profiles and markets. She accompanies the candidates from the beginning to the end of the recruitment processes. She is German Bolivian, born in the city of Hannover Lower Saxony in Germany, where she graduated in 2018. Priscilla speaks fluently German, Spanish and English. While she did her first internship in recruitment and HR in Barcelona back in 2018, she fell in love with the city. Therefore she moved in 2019 back to Barcelona and since that she started her recruitment career.

How to describe Priscilla in one word? Happy. Priscilla loves to travel around the world, art, the beach, dancing and spending quality time with her family and friends.

Azzurra Mordini – Recruitment Consultant – Iberia

Azzurra has an Economical and Cultural background and possesses over 2 years’ experience working in IT recruitment, responsible for sourcing on behalf of high profile Swiss clients & companies. She was born in Orvieto, a small town in the centre of Italy and graduated in Milan, in 2018, Azzurra moved to Barcelona whilst studying for an international Masters´ Degree. She fell in love with Barcelona and all that it has to offer and decided to stay! She speaks English and Spanish fluently and is working on her Catalan language skills!

Azzurra also loves playing tennis, arts, culture and music. How to describe Azzurra in few words? A fan of good Spanish tapas, Italian pasta and pizza, wines, cocktails (the most dangerous part), sea addicted and also a big fan of David Bowie!

Sam Carter – Group 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.

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.

Stephanie Wilson – Non Executive Director

CMR are pleased to announce the appointment of Stephanie Wilson as a Non-Executive Director with immediate effect.  Stephanie is a seasoned contact centre executive having held senior executive roles for over 30 years in the BPO industry in operations, Service Delivery and Account Management.  She was most recently the Chief Client Officer for Teleperformance in the EMEA region.  Stephanie brings to CMR valuable and recent experience in the international BPO sector.   This combined with her strong experience in building client relationships will make her an excellent addition to the team at CMR.  I look forward to welcoming her to CMR.

Jon Hitchenor Non Executive Director

After spending the last 18 months in developing CMR’s people and helping them shape their strategy within the Customer Experience & Contact Centre Recruitment Sector, CMR are delighted to announce that the 2 owners, Paul and Sam Carter, have formally appointed Jon as their Non Executive Director.

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.

Nellie the Office Dog

Nellie

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.

Manchester

Customer Management Resourcing
1A Bridgewater Road,
Altrincham,
WA14 1LB

Tel: +44 161 941 5555
Email: manchester@wearecmr.com

Follow us on LinkedIn

Barcelona

Customer Management Resourcing, S.L.
Carrer de Méndez Nuñez , 3,
Barcelona,
08003

Tel: +34 901 848787
Email: barcelona@wearecmr.com

Amsterdam

Customer Management Resourcing
Zekeringstraat 17
1014 BM Amsterdam

Tel: +31 30 799 8400
Email: amsterdam@wearecmr.com

Ireland

Customer Management Resourcing
Block C, 77 Sir John Rogerson’s Quay, Dublin Docklands, Dublin D02 VK60

Tel: +353 (0)1 6971100
Email: dublin@wearecmr.com