W H O I A M

W O R KHead of Sales & Trading at Telefonica O2 UK

Owner of P & L

Business Leader

Supporter of Talentum (Youth initiative for Apprentices, Grads & Interns

Chair & Founder of Telefonica Women’s NW

Coach & mentor

H O M EWife (to a Sales Director)

Mother of two teenage boys

M Y T I M ENon-Executive Director for ‘Jolly Deck’ (start-up business)

Chair of Berkshire Young Enterprise

Claire Dar leyWomen in Sales Awards 2013

Women in Sales Awards 2013

Claire Dar leyWomen in Sales Award 2013

judges guide

claire.darley@telefonica.comwww.o2.co.uk/business

developpurposeinspire

I M PA C T

CULTURE CHANGE

STRUCTURE

SALES PERFORMANCE

LEGACY BUILDING

personal bio

winning the right business

be more

N O T Y O U R O R D I N A RY B U S I N E S S W O M A N

O P E N A N D C O L L A B O R AT I V E

Married to a Sales Director and mother to two teenage boys. I’m a closet chef and unashamed rock-chick with a passion for music and live gigs. I’m also a big fan of Liverpool FC.

C U LT U R E C H A N G EUnder the banner of MAD SAD GLAD I had to fix the basics; right goals, process, governance and rewards.We were bringing in the wrong kind of business, signing up anyone and everyone. We were losing money in many cases. There was in-fighting in the sales teams, we had to develop a culture that was open and collaborative before we could win. We had to be competitive and focused.

S T R U C T U R EWhen I joined Telefonica, we suffered with too much structure and complex management layer in our sales and support teams. I created an ‘arms around’ strucure that was broader and flatter. I also actively help women go for leadership roles and have a constant focus on the future and not historic performance.

L E G A C YBringing all the things I am in to all the things I do.• Development• Sense of purpose• Inspring others to be more.

S A L E S P E R F O R M A N C EMy results at Telefonica O2 over the past 2 years are:• 193% increase in net mobile sales• 40% increase in gross mobile sales• 14% increase in our customer base

Over the last 18 months O2 has been independently verified as winning more customers from other mobile networks every single month.

A combination of improvements in customer service, where we have improved our customer satisfaction scores by 3% points, along with improving account management skills, we are now seeing our lowest ever customer churn figures of 1.7%.

We have also launched a new online sales channel.