Designed and directed customer strategy for AI/ML-powered B2B SaaS demand intelligence platform serving 140+ mid-tier and enterprise-level FMCG suppliers across 6 UK grocery retailers. Directed the Customer Success, Training, and Support teams while driving platform adoption and client growth.Strategic Leadership & Growth:✥ Built and led 8-person team across Customer Success, Training, and Helpdesk functions, owning high- touch customers✥ Achieved 97% net retention through strategic account management✥ Facilitated 67% of new revenue through customer expansion✥ Transformed engagement from ad hoc to 100+ monthly touchpoints✥ Developed and executed customer churn mitigation strategyProcess Innovation & Program Development:✥ Consolidated 4 systems into a unified customer success platform✥ Established voice-of-customer program capturing 600+ insights✥ Created end-to-end customer journey framework & implemented ROI, KPI and success metrics✥ Built technical support knowledge base & escalation protocols reducing ticket response time by 35%✥ Designed a multi-tiered training program for 5 business personas, launching 8 new courses✥ Created a customer health scoring system to predict churn risk✥ Guided clients through understanding and interpreting complex FMCG data analysis and supply chain flow-of-goods metrics representing millions of pounds in daily and aggregate saleCross-functional Leadership:✥ Partnered with the Product team on the development of 4 new features & UI/UX design ✥ Collaborated with Marketing on 5 customer use cases✥ Established open service ticket weekly review with 4 cross-functional teams improving escalated time- to-close by 35%Skills: Strategic thinking, customer success, project management, B2B SaaS, Enterprise level FMCG, business startup, relationship building, process improvement, change management, customer segmentation, service desk management, FMCG data analysis

Led customer success for B2B healthcare technology provider delivering patient care programs to 1,000+ hospitals/clinics globally.Strategic Growth & Customer Success:✥ Scaled clients from 160 to 1,000+ healthcare facilities, improving retention from 60% to 95% in year one and maintaining 98% retention throughout tenure✥ Acquired 100 new B2B clients annually with strategic outreach & referrals✥ Generated 25% annual revenue growth through existing client expansion✥ Reduced technical installation costs by 74% while enhancing service quality✥ Built customer success strategy across 8 collaborative teamsProgram Development & Implementation:✥ Designed end-to-end customer journey & success methodology for a team of 20✥ Created comprehensive onboarding for C-suite, clinical, and technical users✥ Conducted 10 clinical trials & site visits driving product adoption✥ Authored 20+ guided imagery scripts for clinical applications✥ Represented the company at 6 international conferences annually as a thought leaderInnovation & Process Improvement:✥ Customized CRM implementation improving reporting & retention tracking✥ Developed "The Story Project" increasing marketing hit rates by 400%✥ Streamlined technical installation process & costs✥ Designed 10 ready-to-print onboarding & training materials for clinical useSkills: Business startup, strategic planning, customer success, product development, leadership development, hospital noise environments, patient relaxation, script writing, video content editing, enterprise-level hospital & healthcare systems, project coordination, research and data analysis marketing, exhibit installation, exhibit presenter, contracts, technical project installations, CCTV tech

Led comprehensive property management operations for a 90-property residential portfolio, driving revenue growth and operational excellence while ensuring regulatory compliance and customer satisfaction.Portfolio Management & Growth:✥ Executed full property lifecycle including market analysis, valuations, viewings, and negotiations✥ Managed tenant/landlord relationships across 75+ accounts, ensuring HMRC compliance✥ Maintained 95% occupancy through strategic marketing across three property portals✥ Coordinated 14 maintenance contractors, reducing response time by 40%✥ Conducted regular property inspections and renewal negotiations achieving 95% retentionOperational Leadership:✥ Implemented GDPR and housing regulation updates across all operations✥ Developed property marketing materials and digital presence through website redesign✥ Established standardized processes for inventories, inspections, and maintenance✥ Led team handling contracts, move-ins/outs, and property maintenance✥ Created performance metrics improving team efficiency and customer satisfactionDocumentation & Compliance:✥ Authored comprehensive property brochures and marketing materials✥ Maintained accurate property documentation and inspection records✥ Managed financial reporting and landlord statements✥ Ensured compliance with letting regulations and safety requirements✥ Developed standardized templates for contracts and property reportsSkills: HMRC landlord statements, GDPR, housing regulations, website design, EPC regulations, marketing creative content, photography, contractor bids, maintenance coordination, lettings, contracts, tenant coordination, landlord coordination, background checks, recruitment, invoicing, estate agents, consumer behaviour, housing trends, housing policy, AgentOS, LetMC, Fixflo, Zoopla, Rightmove, Onthemarket

I held 2 roles during this period while completing my University degree. 1st role: Program manager for Independent and Extended Studies student exams attending online or interactive video courses, managing the scheduling and administration of over 100 exams daily across 40+ courses per semester, including Summer/Winter break sessions. 2nd role: Admissions review officer for incoming student course curriculum core qualifications and Community College Credit review and acceptance.✥Led the “Freshman Start” program for incoming students needing foundational skill-building in core subjects such as math and English, facilitating smoother transitions into the university curriculum.✥ Specialised in supporting university administration with expertise in student information systems, managing course syllabi and textbook ordering, project planning, and problem resolution.✥ Experienced in student mentorship and university environments, focusing on both student success and institutional standards.✥ Academic course review for incoming University freshmen, academic credit transfer review for incoming Community College students and out-of-state transfer students confirming academic requirements had been met and/or advising on required equivalency.Skills: University student information systems, course syllabi, course textbook ordering, customer support, project planning, student mentorship, problem-solving, communication, university environments, university administration, academic requirements, testing environments.

Restaurant Owner✥ Lead Chef and business operator, for cafe and deli providing daily service and outside catering.Skills: Chef, catering, event coordination, business systems, goods purchasing, business tax management, customer service, marketing, and equipment purchasing.

Program manager for interactive classroom network and academic course scheduling. Project coordinator for equipment installation and program management of ongoing academic course scheduling and administrative use.✥ Key contributor building state-wide, 250-site interactive video classroom/meeting room network for the Nevada System of Higher Education, serving 2 Universities, 4 Community Colleges, 12 Cooperative Extension Agencies, Desert Research Institute, Fire Science Academy, as well as Clinical and Judicial agencies.✥ Collaborated with software engineer on development, UI, UX, reporting, functionality and scope of scheduling software ✥ Authored comprehensive state-wide policies to prioritize network use for academic and non-academic purposes, ensuring collaboration and efficient/equal access across multiple institutions and Board of Regents✥ Created and implemented training programs for over 100 cross-functional users on network scheduling system hardware and software✥ Advised Board of Regents, University Chancellor and senior academic leaders on interactive video technology and created required job standards for scheduling personnelSkills: higher education systems, establishing policy , grant writing, strategic thinking, multiple project coordination, project planning, codexes, telephone trunk lines, video signalling components, interactive video technology systems, patch-pannels

Purchasing Agent for University department materials acquisition above $5K.✥ Administrative purchasing review for all University departments, purchase order processing, bid/RFP/RFI standards review and maintenance. Major equipment inventory review and compliance administration. Skills: University formation systems, purchase order processing, university administration, inventory management, purchasing administration and conflict resolution.