Responsible for the end to end processes for Events and Innovation Hubs including management, governance and improvements to increase efficiency and effectiveness of the team and drive business impact for our events and Innovation Hubs in alignment with our Global Marketing priorities

• Single Point of Contact/gatekeeper for all new projects and enhancements within the Capability• Implement and animate reviews to ensure successful deployment of new projects as defined by business case and customer satisfaction• Key communications lead for Customer Support capability practice• Responsible for all internal and external communications within the capability, ensuring its message is consistent and engaging and aligned with DSS • NoE Management- Management and Support of I2P, CS & CxD Communities within the customer support and satisfaction capability- Support ongoing user’s business value realization, adoption and engagement- Boost Adoption of capability solutions- Contribute to Run Improvement Projects

I am responsible for leadership and daily management of the Multinational Transactional Order Management Coordination team. Within my role, I support the team to achieve operational targets, manage escalations`& resolve issues, to drive customer satisfaction from order to delivery and timely revenue recognition; drive continuous improvement through proactive communication with both internal & external customers.

My role is to drive revenue growth through the CCCs by monitoring the lead qualification teams and ensuring they have the right skills, processes, training and support to ensure optimisation of marketing spend in Lead Generation• Ensure successful implementation of the Lead Management strategy country by country negotiating resources with the local teams to deliver Zone targets as necessary• Track, measure, monitor and benchmarking all revenue generation activities • Engagement with key stakeholders and executive team at country level to ensure strong communications and change management• Initiate and deliver continuous improvement programmes• Coordinate with all key process owners (marketing & sales specifically) to ensure successful follow-up and strong end to end delivery

My role is to support the performance objectives of the EMEA Customer Care Centres by ensuring they had the most appropriate tools and detailed process documentation to support operations and training. My role is also responsible for the management of all Customer Care impacting projects across the region whether driven from this central team or as part of a Global Project team • Subject matter expert for all CCC processes representing EMEA Customer Care Centres in any project or process changes driven by functions such as Order Management, Supply Chain, Logistics or IT• Ensure all process documentation is kept up to date on a central repository system and available to all teams and key stakeholders• Project Manager for CCC Mutualisation Project – a major transformation project ongoing since 2011 which seeks to deliver an improved customer experience by providing a Single Point of contact per country for all customers across all brands. This project required significant change management for customers, customer care, sales, services and marketing in addition to organisational changes in the CCCs

I was responsible for the co-ordination of deployment for Global Lead Management to a new CRM www.salesforce.com• Management of the Global Deployment roadmap• Testing of new CRM platform prior to Go Live• Liaising with all key stake holders to ensure a smooth transition to Salesforce