The seniors aren't replying. More senior won't fix that. This is the layer beneath them: 106 verified people who run the operation every day. Each one is intelligence, a referral, or both. The table is the ammunition. This page is how to use it.
Your diagnosis, executed.
“We already hold senior contacts at VodafoneThree. They are not replying, and more senior contacts will not fix that. This is a multi-brand, multi-division operation where entering at the top means competing for the attention of people who delegate anything unfamiliar, currently during an integration where nobody is sponsoring new vendors.”
The operational layer answers because nobody ever asks them. A sharp question about their actual work is rare enough to land. What they say tells you what the account is deciding. Whose names they mention makes the second approach to the top warm.
The senior layer. Bonnar, Bourke, Dalton, Rubertazzi. Shaw on hold. Yours, untouched, excluded from every row.
Intelligence & referrals travel up · the re-approach arrives warm
The operational layer. Planners, ops managers, team leaders, analysts. They know which decisions are live, what co-existence is doing to the numbers, and whose name opens the door above.
Duplication assessment and office consolidation explain the resistance. They are not an opening. No hook references redundancy, synergy, or headcount. People being managed out don't sponsor vendors. People asked intelligent questions about co-existence planning reply.
No fixed title match, exactly as you specced. Every keeper is tagged by legacy estate, entity, and division, because a Three-side planner and a Vodafone-side planner are living two different mergers. The tags tell you which story you're walking into.
Real-time analysts, forecasters, capacity planners. They live intraday pain daily and speak Bonnar's language. Smallest cohort, highest signal.
The people measuring what the operation costs. They hold the data a business case needs, and the sharpest hooks in the file.
Care, complaints, voice, webchat, social. The widest bucket and the most referral surface. Nine rows flagged possible out-of-scope; your call.
Team leaders across care, sales, retention, and specialist care. Thin public footprints, deep account truth. They know who actually decides.
The seats that own the Genesys estate and the change programme. If an orchestration layer ever gets bought here, these people evaluate it. Yours to sequence or track separately.
Sourcing and classification cost nothing. Credits went where they change outcomes.
Two contacts the research rated highly had already left: one to MBNL, one to his own consultancy. Eight of ten identity conflicts resolved clean, including two name changes that would have read as wrong-person outreach. Half a credit per catch. Each one would have burned credibility at your number one account. The four Vodafone-side planners nobody could find publicly were closed through Apollo with verified addresses, and the Fallens and Moores flags were resolved the same way: he's still at Three, and Moores turned out to be a Social Media Manager on a stale record.
Four came back on stale or wrong-entity domains. They'd send cleanly and never bounce, which is exactly what makes them dangerous. Marked SUSPECT_DOMAIN in the file: mobile or LinkedIn only until re-verified. Net clean email rate 62%. Run Lusha on the same rows and the credits case writes itself.
25 contacts carry a cited hook: one verifiable detail that opens a message to that person and nobody else. Nothing is invented; the rest carry honest fallback angles. Start with these.
| Contact | Seat | The opening |
|---|---|---|
| Dan Taylor | Platforms Senior Manager, Service & Contact Centre Platforms | Owns the platform seat above the Genesys estate. Highest leverage in the file. Confirm the remit name first; one source shows it renamed. |
| Karen Findlay | Transformation · Glasgow Senior Programme Manager, CC Transformation | Her programme started the month the merger completed. Timing is the conversation. |
| Jed Shields | Analytics · Three side Reporting & Data Analyst | Hand-builds Excel KPI dashboards and runs a side business doing it. He is personally the manual-reporting gap. |
| Simone Golden | Sales ops · Vodafone side Senior Ops Manager, Specialist Sales | UK National Contact Centre Awards Gold. CCMA podcast guest. Publicly proud of the craft; open there. |
| Chris Stewart | Ops · Three side Senior Operations Manager | Ran Three's outsourced sales operation at Capita for 12 years before it came in-house. He's lived both sides of a transition. |
| Sajid Ahmed | Analytics · Vodafone side Channels Insight Analyst | Built an MVP at a Vodafone AI hackathon. Already prototyping automation inside the building. |
| Muhammad Safdar | Specialist care Process Improvement Ops Manager | Six Sigma operator, in-house from Webhelp and Konecta. Speaks BPO economics natively. |
| Martin Mason | Planning · Vodafone side Senior Forecasting Analyst | Forecasting at Vodafone since 1998. Almost certainly the longest-serving planner on either estate. Twenty-eight years of demand patterns in one head. |
| Chris Dunn | Planning · Vodafone side Forecast Analyst | Planned resources at esure before returning to Vodafone. A live cross-connection to your Ageas account, and 20 years of telco and insurance forecasting. |
| Chris Maxwell | Planning · Three side Tactical Planning / Real Time Analyst | 11 years in the same real-time seat. His profile describes the daily grind in his own words. Open with them. |
Taylor and Findlay in parallel with the planning and analytics buckets. No pitch. One sharp question about their world. Everything they say sharpens wave 2. All four Vodafone-side planners are in it, with verified addresses.
Analysts hold the cost picture that becomes the business case. Team leaders know who actually decides.
“I've been talking with your planning team about how they're holding the numbers through co-existence” is a first line Shaw has never received. His release condition still governs: first response from Bonnar, Bourke, or Dalton, or the week of Oct 1.
Sourced once, spent in slices of 30 to 50. Replies read before the next slice generates. Lusha on the same rows stays the benchmark.
A list is only trustworthy if you know what was left off.