Senior leader with over a decade of experience delivering operational excellence and customer-focused growth at Uber and Matterport. Combines data-informed strategy, deep customer insight and collaborative, cross-functional leadership to reduce complexity, create value and foster inclusive cultures that thrive in fast-paced environments.At Matterport, realigned EMEA operations for a 4x revenue increase in six months and established sustainable contribution margins peaking at 17%. At Uber, managed a 350k-interaction/month multi-channel Customer Experience ecosystem, leveraging consistent analysis to identify and resolve operational and profudct inefficiencies, improve performance while reducing OPEX and safeguard revenue. Guided an international team of 80+ through COVID-19 workforce realignments.Recently enhanced AI expertise with a practical focus on operational transformation during a career break to provide end-of-life care for a family member; now evaluating organisations poised for their next phase of mission-driven growth.

Focused career break to prioritise personal and professional development, as well as to support a family member during a critical time.• Deepened expertise in AI technologies and their practical applications by completing the MIT Sloan 'Artificial Intelligence and its Implications for Business Strategy' program.• Engaged in independent experimentation, developing automated data processing workflows and advanced image/text processing leveraging various GCP APIs (including Google Cloud Vision).• Enhanced skills in statistical analysis and predictive modelling through personal projects using Python and related libraries in conjunction with GCP tools.

Led the sustainable and profitable growth of Matterport's professional services across EMEA, overseeing a complex marketplace business model with full P&L responsibility:• Achieved over 4x revenue growth within the first two quarters, driving significant profitability improvements.• Expanded service coverage from 5 to 20 countries within 12 months, driving operational scale while maintaining service quality.• Led the region to a positive contribution margin through strategic optimisation of both top-line and bottom-line initiatives, positioning it as the first region on track for sustainable profitability.• Built and led a high-performing team, tripling the team size and fostering a culture of collaboration, execution and customer focus.• Secured and retained high-value enterprise customers ($500k-$2M+ ARR) through consultative relationships with C-level executives across tech, real estate, and hospitality sectors.• Scoped and implemented automated Business Intelligence tooling to enhance accuracy in KPI tracking, revenue forecasting, and operational efficiency.• Partnered with Product teams to launch new service offerings, leading the EMEA expansion of Matterport's On-Demand platform and unlocking new sales channels through Matterport's VAR network.

Led the transformation of Uber's CX operations across Southern Europe, managing high-stakes customer experience programs and navigating complex market dynamics during the COVID-19 crisis.• Spearheaded the transition of support operations from in-person to remote, ensuring business continuity across the first EMEA region to become significantly impacted by the pandemic while maintaining high customer satisfaction scores and associated efficiency metrics.• Strategically optimised CX processes, delivering operational efficiency gains and enhancing customer response times.• Drove collaboration with product, legal, and operations teams to overcome market-specific regulatory challenges, safeguarding both customer experience and business operations.

Developed and scaled strategic initiatives to transform Uber's customer experience in the UK & Ireland, focusing on reducing churn, enhancing service quality and improving operational efficiency:• Built and scaled the Voice of the Customer analytics platform, integrating cross-functional data to identify pain points and prioritise improvements, resulting in measurable gains in customer satisfaction.• Partnered with Product teams to design and implement a major UX improvement program, reducing key support contacts by 65%, significantly lowering operational costs.• Led crisis management response efforts, ensuring swift action during critical incidents in collaboration with senior leadership.

Managed the end-to-end customer experience for the UK & Ireland, focusing on efficiency and service quality across a complex support network during Uber's rapid growth:• Oversaw a support network of 500+ agents across international sites, managing approximately 350k monthly contacts.• Launched and optimised large-scale support initiatives with offshore Business Process Outsourcing providers, achieving more than £400k in annual cost savings while significantly improving support efficiency KPIs.• Played a key role in safeguarding market operations during regulatory challenges, collaborating closely with senior leadership to adjust support models and maintain business continuity.

Championed the alignment of product and business strategies with market demands at Castolin Eutectic through:Strategic Analysis: - Conducted comprehensive market and competitor research, coupled with sales forecasting, to drive business decisions.Operational Excellence: - Streamlined processes with an emphasis on sales orientation and product viability, ensuring agility and market relevance.Innovative Leadership: Translated raw data into actionable insights, supported developmental initiatives, and established essential data infrastructure to keep us at the industry's forefront.

Driving and reshaping the global product portfolio strategy, ensuring our offerings stayed ahead of market trends:Competitive Intelligence: - Spearheaded the creation of a global competitive intelligence database, positioning us to proactively respond to industry shifts.Product Development: - Actively assisted in new product development whilst streamlining operations, ensuring product innovations were efficiently brought to market.Market Research: - Led multiple market intelligence studies, bolstering our product life-cycle management with robust data-driven insights.Leadership Support: Offered strategic support to senior leadership and Product Managers, aiding them in making informed decisions and prioritising strategic initiatives.

Achieved a personal milestone by visiting 50 countries before turning 25. Managed all facets of this journey, from meticulous budgeting to strategic planning, showcasing resilience, adaptability, and project management acumen.

Spearheaded the development and management of a comprehensive product database, integrating it seamlessly with a division-wide system for product lifecycle management.Crafted and launched a distinctive marketing strategy for a vast product range, highlighting the brand's unique offerings.

Established the European Marketing & Communications function within the division.Oversaw the ideation, creation, and publication of PR and advertising materials, enhancing brand visibility and outreach.Strategically planned and executed product launches, ensuring maximum market impact.Led the approach for participation in major international exhibitions, ensuring optimal brand representation.Held responsibility for all European Marketing Communications endeavours, forging and nurturing cross-functional team relationships across the business.