Liam Smith Email Address

Director of Customer Contact

The Rank Group is a gambling company based in the United Kingdom.

An inspirational Leader with track record in delivering strategic, operational and people activities. With many years experience in Customer operations and experience, Liam has held a number of senior roles, and understands the challenges of acquiring, retaining and serving customers compliantly, whilst maintaining high levels of performance. After leaving npower, Liam led and grew a number of outsourcing businesses in the UK successfully delivering large scale campaigns for many household brands and blue-chip clients, in the energy, finance, gaming and publishing sectors Liam then started his own consulting business in 2014, to deliver independent consultancy and managed services to the market, focusing on outsource strategy and management, Customer Services strategy development and Managed Services for clients. Also, a Non-Executive Director to a number of growing businesses, providing advice and guidance on growth and business strategy. In 2016 Liam joined the Rank Group Plc to establish a new Customer operations Hub and transform the level of Customer Service and experience delivered to its customers. Built on multi-brand foundations the Hub is capable of delivering Customer operations for all the groups brands. In its first two years of operation the new Hub has improved Customer satisfaction considerably, transformed from a cost centre into a profit centre and integrated VIP Customer management, Safer Gambling, Customer verification and Fraud and Payments operations, and continues to reduce friction around Customer journeys and improve Customer experience.