Kerri has been with the business for 23 years, which has made her into one of the most recognisable faces among our Partners. She is truly passionate about supporting partners to improve their business. Continue reading to learn more about her and her expertise.
Describe your Chess journey and current role?
I joined when the business was Complete Mobile Communications who were then acquired by Avenir Telecom and later, in June 2014, acquired by Chess. I began my career as a Service Advisor which is where my passion lays but have also worked across Sales and Logistics.
I’ve worked hard to progress - I became Head of Partner Support in 2014 and last summer I was promoted to the Customer Service Director for our Partner Division.
My current responsibilities are Service for Partners, Churn, CSI, Customer Experience, Network Operational relationships, Partner relationships, ensuring we work effectively with speed and accuracy for our Partners daily. It’s my focus to ensure our Partners are at the forefront of every decision we make.
Biggest career achievement?
Becoming a Director. I have been with the business for 23 years, and I feel I know that I know it inside out. I am passionate about how we work for our Partners and our own People. It was a real achievement for me to gain this recent promotion. As a woman in a very male-dominated industry this sort of progression doesn’t happen often, so I’m proud of my knowledge, achievements and improvements I have made both for the business and myself professionally to achieve my role today.
Best things about working at Chess?
People! I love the team we have here. We genuinely all want to do the best for the business, the Partners and each other.
Who inspires you? Role models?
Kate Richardson-Walsh, GB Women’s Hockey captain of winning team in the Rio Olympics 2016. She is inspirational for women in leadership. Her ethos around team building, working with and for each other speaks volumes for me both in sport and my professional life.
If you weren’t in comms what would you be doing?
Probably something in either Education or Sports Management.
What is the best piece of professional advice you’ve ever received?
Relationships and honesty are key. Partners will stay with us if we’re transparent in what we can deliver.
What are you passionate about?
Service and relationships. These are both vital for us at Chess Partner, as well as for our Partners to their customers. It’s what keeps Distribution vital in the market place. Customers want the full-service wrap that Partners have the ability to offer on a more 1:1 basis coupled with being able to provide bespoke pricing and financial support.
What is the most exciting thing you are working onat the moment?
Customer Experience - in 2019, we’re taking a real focus on service delivery for our Partners and supporting them more in their businesses to ensure they have a “Best in Class” service for their customers. We have big plans, including monthly webinar’s, Chess Chats, training, and even a bespoke Service Plan for our Top 10 Partners.
Industry bugbear? Something you would like to see changed?
What do you enjoy doing when you are not at work?
Being a mummy to Josie, spending time with my family and friends. In addition, I play hockey every week. I am currently Chairman and 1st team player for Harrow Hockey Club, and I also represent the South of England Masters for hockey.
Sport is a real passion of mine! It’s great for mind and body as well as bringing a great social aspect to my life and has taught me many lessons that I can bring into my work life too.
If you missed Channel Mix, you can watch the recording of the Chess Partner panel with Kerri Lendon, Customer Service Director, Helen Booker, Operations Director, and Anita Wosket, Head of Partner Sales.