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Welcome to our latest edition of Expert Speak ‘Balance for Better’ from Karen Jackson, MD, CPM UK to support #IWD2019 

 

Did you know?……….

 

RETURN ON EQUITY

On average companies with the highest percentages of women board directors outperformed those with the least by 53%

RETURN ON INVESTED CAPITAL

On average companies with the highest percentages of women board directors outperformed those with the least by 66%

RETURN ON SALES

On average companies with the highest percentages of women board directors outperformed those with the least by 42%

Companies in the top quartile for gender diversity are 15% more likely to have financial returns above their respective national industry mediansIn the UK greater gender diversity on the senior-executive team corresponded to the highest performance uplift in our data set; for every 10% increase in gender diversity, EBIT rose by 3.5%

Source: McKinsey, Catalyst

 

This years theme for International Women’s Day is #BalanceforBetter.

 

The aim is to build a gender-balanced world.

 

“Balance is not a women’s issue, it’s a business issue. The race is on for the gender-balanced boardroom, a gender-balanced government, gender-balanced media coverage, a gender-balance of employees, more gender-balance in wealth, gender-balanced sports coverage …Gender balance is essential for economies and communities to thrive.”

 

www.internationalwomensday.com

 

The gender ratio for the entire world population is 102 males to 100 females – a very gender balanced world I think!

 

It is also a fact that there is not a problem with female achievement and women now out-perform men in terms of educational attainment.  In addition, as women we are also “leaning in” and asking for promotions and negotiating salaries at the same rates as men and, contrary to conventional wisdom, we are now staying in the workforce – again at the same rate as men.

 

Therefore, to my very logical brain, it would make reasonable sense that the business world would be made up of a balanced number of equally paid males and females at every level within organisations.

 

So why are there only 30 women in full time executive roles at FTSE 250 companies (down from 38 last year), which amounts to just 6.4% of the total?  And why does the national Gender Pay Gap between males and females currently stand at 18.4%? (OfNS April 18).

 

I recognise that this is not an overnight fix and actually business and government are more committed than ever to balancing the gender equation.

 

Therefore, we need to push the agenda even harder and overall companies need to take more decisive action. We all need to start treating gender balance with as much importance as our other key business priorities like business growth and customer satisfaction.

 

This means holding our leaders and managers accountable for results, identifying and  closing gender gaps for both new hires but also for all promotions across the business. This certainly does not mean introducing any form of quota system but by first and foremost, having a talent attraction strategy that actively encourages and attracts gender balanced candidates for all roles within your business. Your recruitment process should be merit based, free from unconscious bias and should create excitement, foster confidence and bring out the very best in each and every candidate.

 

It also means creating an all-inclusive culture, where everyone feels supported, encouraged and given the confidence to progress their careers and achieve beyond what they thought they were capable of – I know I did!

 

At CPM we are committed to championing a Gender balanced workplace and recognise and understand that inclusion and diversity leads to greater business success. In our UK business, I am very proud to have a gender split of 42% Male, 58% Female and our UK board is split 50% female and 50% male. This is particularly pleasing for a sales organisation where typically “Women in Sales” usually account for less than 30%.

 

Having a diverse workforce based on opportunity and meritocracy is something that is deeply important to me and to CPM. As someone who has progressed through the business, I am passionate about creating development opportunities for anyone who wants them, whilst at the same time providing support programmes that give everyone – especially women – the confidence to progress their careers if they choose.

 

We work closely with our female employees to encourage and support the challenges they face with balancing their career & families, and to also build the confidence they sometimes lack to progress their careers. Our flexible working practices, part time roles, mentoring, support and sponsorship programmes, have not only driven positive gender balance across all roles within our business, but have also brought tangible benefits to both our Female and Male colleagues.

 

Whilst I recognise that there is always work to do to continually improve our business performance, culture and the diversity of our team, I am hugely proud of our progress to date and the engagement, passion, hard work and commitment from the CPM team.

 

Balance for Better

 

 

 

 

 

 

Karen Jackson,

MD, CPM UK

Balance for Better

#IWD2019 #BalanceforBetter

Are you ready to maximise your Grocery Sales this Easter? Did you know that consumers spent a smashing £900m within Grocery across all categories last Easter? From working with a range of clients across categories, we know just how important it is for brands to maximise sales over the holiday period through increased availability, incremental space and in-store execution. Don’t make it all about the egg this Easter, speak to us today to hear how CPM can help you crack this key selling period.

 

Calling into grocery, high street and discounters, our FLEX team of Retail Experts are ready to switch on when and where you need them, with as little as 48 hours’ notice. Our army of 300+ Business Development Executives have a wealth of experience within this field which allows them to create an impact in store and drive the highest return for our clients. Being in store every single day, across a range of brands the team have unrivalled relationships with the stores within their territory, acting as an extension of the store team which in turn allows us to influence decisions and drive real change for our clients.

 

Not sure which stores to call to drive the most impact? Leave that to us! CPM’s insight team can analyse your sales data to identify which stores to visit based on sales potential, footfall and our knowledge on the stores deemed to be the least compliant. We will make recommendations on when to call, where to call and the interventions to make to drive the highest ROI. Want to increase your ROI even further? We have the ability to use Predictive Analytics to deploy our FLEX Team into the right stores to fix issues before they actually happen, protecting chances of lost product sales. Our clients using Predictive Analytics are already seeing up to a 23% sales uplift.

 

Crack Easter this year by using our FLEX Team and accelerate sales immediately through in-store merchandising, promotional compliance, increase incremental space, stock management plus much, much more.

 

Ready to smash this Easter? Get in touch – 01844 261777 hello@uk.cpm-int.com

 

CPM UK takes GOLD for Best Outsourcing Partnership with Royal Mail

 

We were delighted to receive this award, recognising a true outsourcing partnership, where our team of 45+ business managers, based in our Warrington Contact Centre, drive business to business sales for Royal Mail.

 

On the awards evening, there were 1,200 attendees, finalists from 19 countries, and just 28 winners, including CPM UK! The judges called out some specific reasons why our entry was selected as the GOLD winner;

  • A real sense of a joined-up operation across different levels
  • A passionate drive to deliver results on both sides to achieve sales targets, bring teams along with them and to win the hearts & minds of staff
  • Value add goes beyond cost reduction
  • The ability of both organisations to be able to adapt to change

Prior to the awards evening, much earlier in the year we made the decision to enter for Best Outsourcing Partnership for our work with Royal Mail.  Nominations were invited from organisations who have a great partnership with their outsourcing partner and can demonstrate results that show how the customer and employee is benefiting from the partnership.  With our 10-year partnership, some amazing results and a brilliant story to tell – our Royal Mail work seemed the perfect choice.

 

We submitted an initial award entry, and were shortlisted to present to a panel of independent judges.

The ECCCSA is highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. The judges are there to recognise organisations that are leading the way in delivering exceptional service to customers.  It’s a tough process, where you are up against the clock to bring to life why your agency/client partnership is award worthy – but the team did an amazing job on the day

 

About CPM’s Contact Centres.

 

We offer an international contact centre delivering inbound and outbound customer experience and sales solutions on an EMEA-wide basis.  We specialize in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently cover 22+ languages across 65 markets.  We have Contact Centres in Thame, Warrington and Barcelona.

In 2016, Harvard Business Review published 5 Ways to boost your resilience at work stating that, according to the Centre for Disease Control and Prevention, a quarter of all employees view their jobs as the number one stressor in their lives, and describes stress as the “global health epidemic of the 21st century”.

 

With our worlds becoming ever more demanding and the stressors both in and out of the workplace continuing to increase, there is an emergent need to offer support and guidance to the workforce to help build resilience to effectively manage work life.  Living in an environment where the overload of information is always present, and the ability to disconnect becoming harder, taking responsibility for our wellbeing is vital. We prioritise putting our phones on charge to ensure they have enough battery to function every day, but can we honestly say we do the same for ourselves?

 

Making an important skill stick, such as improving personal resilience, can be hard particularly when people may feel that they are too busy to take the time out. This is where the initial challenge begins, providing people with the right tools and skills in manageable bite sized chunks is key. It’s got to feel easy and interesting to the individuals for them to sit up, take note and change their habits.

 

We have found that engaging our teams with small nuggets of inspiring workshops and providing them with tangible techniques that work is driving a passion for improving mental toughness within the business. Tagging on a short 30 minutes at the end of our quarterly company briefings has become the perfect opportunity to have widespread positive impact that is vastly growing a healthy culture within the business.

 

One workshop that we hosted, which saw high positive outputs, focused on The Chimp Paradox theory by Prof. Steve Peters. Learning a simple technique of managing any unwanted thoughts or feelings and driving a more resourceful healthy output has resonated with all those who participated, and has driven a positive shockwave throughout our employees.

 

We are seeing improvements in how our managers manage their teams, in how the sales and field teams deal with resistance and generally higher levels of motivation across our head office and contact centres with some improvements noted in performance measures.

As a business, our dedication to supporting individuals improve resilience is having a positive impact on the performance of our teams, and our business. We believe we have a duty of care to ensure that our employees charge themselves as habitually as they charge their phones.

 

Nicole Kite, Training Manager

The UK is finally enjoying a sizzling hot summer and the holiday promotions are rolling out, however, for brands, retailers and CPM alike it’s never too early to think about Christmas. It may not be until November when sales really take-off, but every year Christmas seems to come earlier. The first consumers usually start to buy for the festive season in September!

 

Shoppers in the UK will spend a record £4.5bn on food and drink in the final week before Christmas, this year, shrugging off higher prices caused by the fall in the value of the pound since the EU referendum and total spending on festive feasts will be up by 3.6% as families prepare for the big day, according to analysts at Nielsen.

 

However, the stark fact facing brands is that that due to this pressure on store staff, availability and promotional compliance of brands can drop by almost 10% at this most critical time of the commercial calendar.

Fortunately for Brands, CPM’s focus on compliance and availability saw us deliver some great results for our clients in 2017. For a leading FMCG brand, we drove an over-index on facings v planogram for 7 key SKU’s, and an ROI of 19:1. A great achievement at a crucial time of year.

 

Every year we get better, and last Christmas saw us deliver a 91% increase in incremental sales versus 2 year previous (2015) – demonstrating our commitment to continual improvement to drive more for our clients.

 

Calling into grocery, high street and discounters, the team are ready to switch on when and where you need them, with as little as 48 hours’ notice. They are made up of 350+ retail experts, who spend more than 27,000 hours in store every single month – giving them an unrivalled view of the store. We use this insight, along with our store relationships to drive results for our clients.

 

The team can deliver across a number of services including;

  • Merchandising
  • Driving promotional compliance
  • Influencing in store
  • Increasing shelf capacity
  • Siting POS
  • Pre-selling promotional activity
  • Printing and fixing SEL’s
  • Auditing
  • Activating lapsed distribution
  • Ordering new stock

We are now booking in Christmas activity, and would love to talk to you about your brand plans, and how we could help.

Get in touch today – 01844 261777 hello@uk.cpm-int.com

We’re thrilled to announce that CPM UK Jobs is starting the summer in style with the launch of our new careers website. With a fresh look and feel, and improved functionality, the site has been designed and developed to offer online candidates a fantastic user experience and successfully guide them to take the next step in their career journey with CPM.

 

We’re people first

We work in sales and we know that we’re nothing without our amazing teams. Finding, developing and nurturing the best talent in the UK is what enables us to help our clients achieve their goals.

 

As an outsourced partner, providing Field Sales and Contact Centre solutions – people are our product, so we have to win the war for talent to attract and retain the best people.  That journey starts with attracting and engaging candidates through an innovative and user friendly site, allowing us to match talented people with amazing opportunities with the likes of Diageo, Mars, Wrigley, Sky, Stanley, Black and Decker and many more.

 

New and improved

New features include intuitive navigation, greater functionality, easy search, mobile responsiveness, all while enabling candidates to browse our latest selection of sales opportunities up and down the UK.

 

Online portal

Candidates can now create an online application account that makes it easy to view the status of job applications, keep up to date with all communications related to new opportunities and makes it simple to schedule interviews. Personalised job alerts will let candidates know when relevant opportunities become available and the new and improved search functionality gives users the freedom to search for roles by keywords or by sectors that include office, contact centre, permanent, part time and flexible field vacancies.

 

#NotYourEverydayCareer

Our new website is bright, engaging and vibrant – exactly the qualities that we look for in our candidates! As a client of CPM, you can be confident in our commitment to winning the war for talent and delivering world class people and teams.  Please take a look at our new site


 

International Women’s Day #IWD2018, is taking place on 8th March this year and the theme is #PressforProgress, more information can be found on https://www.internationalwomensday.com/

 

Now, more than ever, there’s a strong call-to-action to press forward and progress gender parity. There’s a strong call to #PressforProgress motivating and uniting friends, colleagues and whole communities to think, act and be gender inclusive.

 

TAKE ACTION >

 

 

To help celebrate IWD at CPM we have been busy asking women from around our business to share their stories and experiences with us.  You can read all of the interviews by clicking on the links below.

 

 


Karen Jackson

Elaine Woods

Jane Cottrell

Rachel Cleverly

Alexa Hester
 

Claire Hall

Jenny O’Donnell

Kate O’Dowd

Linda Chassagne

Jo Farnham

October, 19th 2017 – Barcelona
CPM Barcelona named Best in Class in Social Media at UK CX Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home GOLD at the UK CX Awards – for International Business – Best in Class – Innovation in Social Media, as a result of the amazing work undertaken by our CPM Social Media Team!

 

The CX Awards are a prestigious award body who undertake and annual awards process recognising innovation in customer experience throughout Europe.

 

Following a gruelling finalist presentation competing against 5 other shortlisted agencies; CPM were announced as category winners at an awards dinner soiree and ceremony held at Wembley in London last month.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omnichannel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

“Winning the Innovation in Social Media Award is a testament to CPM Barcelona’s dedication and commitment to constantly innovate when it comes to customer experience, “says Fiona Whelan, Managing Director, CPM Barcelona.
“We place a heavy focus on innovation and future visioning to optimise digital channels and ensure continued service excellence as channels proliferate; securing customer brand loyalty and generating long-term relationships between our clients’ customers and their brands.”

 

CPM Barcelona is also in the running for 4 other contact centre awards at this year’s European Contact Centre and Customer Service Awards and CCA Global Excellence Awards. Winner announcements will take place in November at the gala dinner award ceremonies.

 

About CPM International Contact Centre – Barcelona
CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis. CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.

 

For further information, contact:
Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/

 

Last Friday CPM Ireland won “Best Field Sales Team/Field Sales Support”, in conjunction with Britvic at the Checkout National FMCG Awards 2017!

 

This is the 2nd year in a row that CPM has taken away such a great accolade.

 

In 2016 we were fortunate to win with our CPM/GSK team and now for 2017 we take away the same award for our CPM/Britvic team. This truely solidifies the fact that we are leaders in the Irish Retail industry providing award winning outsourced sales teams to support multinational FMCG organisations!

 

We are very proud our CPM/Britvic team, who deliver such a high calibre of output on an ongoing basis.

Every year CPM works closely with Britvic to plan in-store execution for the annual Britvic campaign calendar. This is a core strategic plan which ensures that all sales and merchandising activities are executed to at minimum industry best standards.

 

This year has been no different with CPM/Britvic excelling in their results. We are immensely proud of our Sales team and Field Sales Support and the results they have achieved over the past 12 months and the influence they have had through the key in store relationships they have built.

 

As part of the strategy for this year in conjunction with Britvic our goal was to become the partner of choice within the Soft Drinks Category based on strong store relationships, influencing decisions through intelligent insights, and excellence in execution in all stores we service.

 

This as a team we have achieved through greater understanding of the market, further investment in learning and development to enhance the acumen of our sales team as well as hard work, ambition and creativity in store that ensures maximum customer engagement with our brands and by default sales growth on behalf of our retail partners.

 

We believe this clear strategic focus and the commitment and determination in achieving this is why our CPM/Britvic Team have been awarded the fantastic award of “Best Field Sales Team/Field Sales Support” at the Checkout National FMCG Awards 2017.

 

If you require Award Winning Sales Teams to support your brands in store contact us today.

 

And for more information on other winners at the prestigious Checkout National FMCG Awards 2017 Click Here

Irish checkout fmcg awards

Contact us to find out how we can help drive sales for your business

Each year Omnicom invites 60 of its brightest talents from across its 1,500 agency network to come and participate in a Senior Management Program (SMP) at Babson College in Boston, MA. Lectures and think-tank style discussional exercises are conducted by legendary Harvard Business School Professors such as Len Schlesinger, Thomas DeLong, Nancy Koehne and Luis Huete. This year, Sophie Chelmick from CPM Barcelona was one of the selected participants to attend this premier educational initiative.

 

“It was transformational” explains Sophie, a Business Unit Director within CPM Barcelona after successfully finishing the SMP graduate program this July. “Our lecturers; incredible, experienced professors both professionally and academically discussed real-world case studies, strategies and solutions enabling us to explore new methods and approaches to traditional leadership concepts” explains Sophie. “it was also an opportunity to network with execs from a wide spectrum of Omnicom agencies to share ideas for taking back into CPM – as well as some potential future collaborations with those agencies”.

 

“This was very special” Sophie goes on, “a new kind of understanding emerged amongst all of us; particularly regarding some of the shared challenges the agencies face and how together we may overcome some of them; how, even as Omnicom businesses we all have an urgent and pressing need to focus on new solutions and innovations if we are to survive the future and harness the digital revolution”.

 

A key part of the program is to lead an initiative inspired by the course teachings; Sophie explains; “I was particularly struck by AMV BBDO’s creation of “Flare” in direct response to the threat of creative crowd-sourcing agencies and I want to bring the concept of “self-disruptive innovation for survival” into CPM. My initiative will be around the future of work in the contact centre both from a tech and people perspective to meet future needs of customers and employees.”

 

“My insights were deeply personal and emotional as well as professional, I learned how critical it is to spend time with my family and that by doing so I can be more effective as a leader. I now want to to ensure I pass on these learnings to our amazing teams here at CPM so that all my CPM colleagues as well as our clients can concretely benefit from the Omnicom SMP program!”

 

Omnicom is an inter-connected global network of leading marketing communications companies. The Omnicom portfolio provides the best talent, creativity, technology and innovation to some of the world´s most iconic and successful brands. With 75,000 people working globally and serving 5,000 brands in a 24 / 7 / 365 world – Omnicom is made up of 1,500 agencies worldwide and CPM is one of those agencies.



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