Thomas Kemp

Exerp is a Member Management System for the Health & Fitness Industry, it is the only system designed for large operators globally operating on a SaaS model, Exerp also offers business consulting, dedicated success managers and a global client services team available for their clients.

• Responsible for new business in Australia and Asia Pacific
• Build long lasting relationships with large fitness chains to implement Exerp across their business
• Identify new consulting opportunities for existing clients
• Lead the scoping analysis and the configuration activities during the implementation of new projects
• Perform requirements analysis with different departments of our clients with the support of Exerp product team and address all gaps via “configuration” rather than “customization”
• Produce the functional requirement to facilitate the scrum team activity
• Be pro-active to propose alternate solutions to the clients using existing functionality
• Challenge new clients to think differently
• Help and train the client to configure the solution
• Build strong and lasting relationships with the clients based on trust
• Helped local client rationalize their systems and bring other elements of their business onto the Exerp platform, for the client there was a cost saving by bringing more onto one platform, their reporting was coming out of one system and for the business, we added additional recurring revenue out of an existing client during pandemic.

• Manage a team of 10 consultants in HQ, Copenhagen, Denmark
• Conduct monthly 1-2-1's, identify training opportunities and performance management where required
• Streamline the teams work processes to focus on the what adds value to our customers
• Enhance collaboration between all three offices within Exerp to discuss best practice scenarios and problem solving as a group
• Identify new consulting opportunities and allow the team reasonable time to let ideas flourish into real business opportunities
• Help consultants where required with the workload and/or help consultants with client relationships where required
• Work with other departments, namely Client Services (Support) and the Account Managers to ensure we are aligned on delivery of service, i.e., who is doing what and when
• Exceeded consulting targets set every quarter
• Increased the team I managed to include the BI team and help transition them into the core software engineering scrum activity
• Started the core structure for consulting in the business, structured the team and how they link with other departments.

• Implement and onboard new clients migrating onto Exerp
• Run scoping / gap analysis onsite with client
• Identify key requirements, software development and business rule changes as part of the project
• Provide training clients “super users” in order for them to create and conduct training to their business
• Provide offsite and onsite support during pilot and rollout phases of the project
• Implement new projects and feature upselling for existing clients
• Formed part of the founding team to open a new office in Sydney, Australia.

• Manage the account relationship, manage different projects and proposals for each account
• The scope of works could vary from small implementations and changes to large scale migrations, new implementations and upgrades
• Onboard and manage new client projects
• I project managed the implementation of a new client in Australia from Copenhagen, Denmark within my first nine months at Exerp.

- Initially brought back into Virgin Active on a FTC to implement a new system Virgin Active were taking, Virgin had 3 legacy membership management systems running and the project was to implement a new system (Exerp) for all the clubs.

- I was brought in to perform duties as a Deployment Manager, this role was primarily to be the main point of contact for a set of health clubs and manage the preparation of the deployment from the old system to the new with set milestones that needed to be hit 2 weeks, 1 week, 1 day and day of deployment.

- Due to a reshuffle in the project I was moved into the implementation team which allowed me to work with Exerp consultants and gain superior knowledge of the setup of the system and how everything was configured.

- The successful deployment of over 110 clubs in the UK led to me being part of the team that deployed Exerp in Virgin Active Italy, a chain of over 40 clubs.

- During the deployment of Virgin Active Italy, I was offered a permanent role as one of three implementation analysts within the IT department based in Barbican, London.

- Experto Credite was a debt collection business, mostly acquiring unsecured debt (loans and credit card) from banks or acting on the behalf of other businesses such as utility companies.

Team Leader managing a team of nine collectors.

- Met and exceeded monthly collection targets set.

- Virgin Active acquired Esporta Health Clubs in 2011, I helped transition the customer service function from Esporta HQ to Virgin Active HQ in London.

- In April 2012, Virgin Active began a project to deploy a membership management system as they now had three legacy systems and desperately needed to have one system for all 120 clubs (having acquired 55 from Esporta).

- I was part of the project team as a Deployment Manager, this started in April 2012 and ended in May 2013, where the project was halted due to budget, timeline and quality of product.

• Managed a team of nine customer service agents in the head office if Esporta, a 55 club health chain in the UK.
• Delivered feedback constructively to enhance staff performance.
• Planned staff rotas to meet customer needs whilst remaining under budget.
• Took ownership of escalated customer issues and followed through to resolution.
• Leveraged strong product and service knowledge to assist customers and resolve issues.
• Recognised issues and implemented corrective actions for continual improvement.
• Implemented personal development programmes to enhance staff capabilities and satisfaction.