PROFILE

MIKE SMITH

Director, VMB in Life

 
 

My role at Virgin Media Business...

My role is to ensure we deliver a Virgin experience for our customers once we’ve installed their service and to help drive growth top line and bottom line growth In Life. The team has a pivotal impact on NPS (relational and transactional) – we need to “bill it right”, “service it right” and fix things quickly and accurately when things go awry. Our proximity to and understanding of our customers also means we can play a valuable role in growing the business.

The best thing I've experienced at Virgin Media Business so far...

Rather than pick out a particular event – I think the thing I would point to is how VMB has become increasingly aligned and collaborative over the years I’ve been here and right now, underpinned by our 8QP, this alignment is better than ever.

What got me here...

Fundamentally I’m interested by business. My early career in finance was followed by experience in commercial, sales and now operations. I guess you could say I’m a bit of a general manager. I think one of the things I’m known for is my natural inquisitiveness about what more can be done differently to go higher and further.

The best advice I've ever given

To balance business drive by showing your human self – and having fun along the way. As a leader it’s critical that colleagues and teams want to join me on our journey, which makes this advice so key.

Favourite business saying...

‘The what and the how’. It’s not just what you achieve that’s important, how you achieve a result is of equal importance. This totally reflects how I feel, and I love that in Virgin Media Business, we recognise our people on both the what and the how.

My personal hero...

I don’t really have one, but I’d probably go with my young son Harry who keeps everything really simple and in perspective for me.