Mark Lambert

Mark Lambert has extensive experience in operations and customer service management, currently serving as the Head of MI and Service Improvement at Next since August 2011. In this role, Mark oversees a large-scale FTE operation, including managing an offshore site with 500 FTE, and is responsible for delivering exceptional customer service in a fast-paced, multi-channel environment. Mark has a strong background in driving culture change, opening new contact center sites, and implementing contact center technology to optimize costs. Previous experience includes serving as Call Center Customer Service Manager at TJ Hughes, where Mark built a call center from the ground up, managing all aspects of customer contact. Mark holds an MBA from the University of Leicester and a Bachelor's degree in Sociology and Philosophy from the University of Hull.