Managing the day-to-day development workflow, channelling all stakeholder product feedback and coordinating the build, and evolution of The Dots platform.
Sideways 6 is a technology platform designed to support employee innovation and engagement, leveraging existing internal social channels, in some of the world’s most successful businesses. Clients include; International Airlines Group (parent company of British Airways, Aer Lingus and Iberia), Centrica (British Gas), Sainsbury’s, Ikea and Page Group (Michael Page). Achievements ● 4th employee in the organisation, built the Customer Success department from the ground up, which included the ‘Customer Success Playbook’ ● Delivered our flagship client project which serves as the lead sales example ● Refined the company proposition in line with client feedback ● Worked closely with the CEO to help design the go-to-market strategy ● Attained 80+ NPS score since measurement implementation ● Responsible for the companies first 3-year contract deal ● Refined and professionalised company back office systems ● Built resource library, introduced fundamentals of CSM practise, effectively streamlining all CSM procedures ● Multiple ‘account saves’ resulting in highest possible retention, and trial conversion ● Optimised full CSM review process, Quarterly Business Reviews and contract renewals ● Built many product advocates and champions; leading to strong client community ● Identified creative solutions to ensure continuous client product value throughout contract durations ● Introduced success milestone KPI’s to support client project delivery ● Contributed beyond role to set up several strategic initiatives with other department e.g. worked with product manager to redesign client feedback system and design a product roadmap to enrich the future proposition ● Designed client activity monitoring system and supported internal development ● Helped clients deliver projects that have far exceeded their ROI targets, resulting in million- pound savings across the board
Flubit is in the top 3 online marketplaces in the UK. It offers a unique marketplace solution providing cheaper prices on some of the UK’s most popular products. Achievements ● Developed a portfolio of high value merchants representing 8 of the top 10 Flubit sellers. Collectively they generate over £100k in monthly revenue for the company ● Identified that gaming was a poor performing / under indexed vertical and implemented a strategy to increase coverage and revenue by 300% ● Maintained a retention level of over 98% ● Identified an opportunity to better Home Improvement and Tools market, worked closely with marketing team to run a campaign targeting Trade based publications and media, the result was vertical sales increased by over 100% ● Designed a series of business intelligent tools now used throughout the company. The main tool used by all senior staff members to help give the most effective overview of key seller activity ● Learnt SQL database queries to act as main channel for generating team reports ● Designing workflows and projects for junior team members in other departments ● Re-focused departmental strategy with implementation of maximum engagement project designed to increase coverage. Since implementation coverage increased on all major verticals by at least 10%
Achievements ● Joined as part of ‘New Sales Team’, in under 6 months’ team successfully quadrupled number of sellers on platform (personally responsible for on-boarding several of the top sellers currently on marketplace) ● Conceptualised and oversaw the development of a system that revolutionised the internal selling process ● 1 month after implementing system team had most successful on-boarding period of all time, which resulted in integrated seller match rate on all major verticals increasing to over 90%. (Previously figure sat at 50%)
Achievements ● Project managed implementation of Zendesk ticket system to optimise Global Account Operations team ● Designed a method for analysing a client’s engagement in the software and quickly identifying high risk clients ● Identified the need for internal staff support site to improve internal communications. Ran a project to investigate staff’s requirements. With support from the development team I then designed and built the site to act as a platform to share information through all levels of management ● Redesigned and wrote content for client help site (MindTouch); used Google analytics to optimise site which resulted in an increase in average visit duration and page views
Maths (B), Chemistry (B), Business Studies (B) [+AS Level in Psychology (A)]
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