- Managing end-to-end delivery of client projects, coordinating with cross-functional teams to meet timelines, manage scope, and ensure successful product implementation.- Developing and delivering reports assessing the partnership impact, analysing client feedback and KPIs to inform product improvements.- Building strong client relationships, ensuring the successful delivery of packages and driving account renewals, expansion and upsells.

- Internally promoted, I led the design and implementation of the customer experience roadmap, fostering a companywide, customer-centric approach across product ranges.- Analysed customer data to identify opportunities, pain points and performance, presenting actionable insights to senior stakeholders and leading strategies to enhance product development, drive value realisation, and elevate customer satisfaction throughout the lifecycle.

- Managed daily operations of the customer experience department, mentoring and training a team of 5 to enhance performance and staff retention.- Collaborated cross-functionally to improve the customer journey, using feedback and data to identify and present new opportunities.

- Developed and maintained the client accounts, fostering strong relationships to ensure satisfaction, repeat business, and referrals. - Drove revenue growth through upselling, contract negotiation, and strategic account planning, while collaborating with internal teams to align on client objectives and resolve issues.

- Managed B2B client renewals with a focus on upselling, preparing competitive deals through volume analysis and client negotiation.- Conducted ongoing market research and data analysis to identify trends, optimise pricing and align offerings with client needs.