Expian is a SaaS ticketing platform powering the Attraction, Experience and Transportation sectors.Consolidate complex ticketing to a single platform and reduce operational inefficiencies, whilst increasing ticket sales and maximising add-on revenues.Want to know more about how Expian can help grow your experience? DM me to setup a demo!At Expian, I lead the commercial strategy and revenue operations, helping organizations in the attraction, experience, and travel industries optimize their ticketing systems to drive sales and reduce friction.Led go-to-market initiatives across new sectors, resulting in significant increase in sales pipeline within the first year.Leading customer success efforts, ensuring top-tier service for both new and existing clients.Implemented streamlined onboarding processes, resulting in a reduction in client time-to-value.

Global TravelTech company working across Leisure OTA and Brick & Mortar agencies, and B2B TMC Customers in close collaboration with Banking, Airline and Hotel partners.Led global efforts to enhance Sabre’s position in the fintech space through the integration of virtual payments and partnerships with global OTAs and Agencies.Drove strategic initiatives to support the acquisition of Conferma Payment Solutions, expanding Sabre’s offerings into virtual payments.Supported go-to-market strategy in collaboration with banking, airline, and hotel partners, optimizing B2B sales efforts.

Guided the commercial success and customer retention strategy for QuantuMDx, a rapidly growing MedTech company, at the forefront of molecular diagnostics.Achieved $1M in new product sales and 100% retention of existing customers in the first 12 months by enhancing post-sale support and implementing a SaaS-driven customer success model.Developed and deployed customer success playbooks and compensation plans to drive proactive engagement and long-term client satisfaction.

Egencia is a TravelTech / TMC and pure SaaS Platform, delivered to B2B clients in the SME, Mid-Market and Enterprise segments and is widely recognized as the original disruptor in the business travel and hospitality market. The core platform uses traveller data to optimize business travel spend through a suite of innovative online tools, allowing budget holders to make data driven decisions driving savings and operational efficiencies. Oversaw a $800M portfolio and led the transformation from traditional account management to a customer success-driven organization, supporting clients across the travel and hospitality sector.Delivered 60% increase in new contract revenues and a 97% client retention rate by implementing scalable customer success strategies and tools such as Salesforce and Gainsight.Led a team of 45 Customer Success Managers, overseeing 2,500+ clients, and supported significant growth across the EMEA, DACH and Nordic region following a $1B M&A.TECHNOLOGIES USED: Salesforce.com, Seismic, Outreach, Marketo, Qualtrics, Quip, ZoomInfo, Hubspot, Confluence, JIRA, Gainsight*, Tableau, PowerBICLIENTS: SME, Mid-Market and Local Enterprise (Single Country of sale) and Global SME. All B2B vertical markets covered.

As a strategic leader during Egencia's hyper-growth phase, I spearheaded the Account Management and Operations teams, driving substantial business expansion to over 300 customers and achieving £500 million in Gross Booking Value. My focus on revenue growth and customer retention encompassed SMEs, Mid-Market, and Enterprise clients across diverse verticals.I directed cross-functional teams in Account Management, Implementation, and Onboarding, along with 120 Customer Service professionals, to optimize the customer experience from acquisition through renewal. A pivotal aspect of my role involved aligning EMEA operations with our US parent company, leveraging our global successes to enhance the Egencia brand within the Expedia Group.I cultivated a high-performance culture that empowered top talent to advance into global leadership positions. By transforming the Account Management Support team into strategic portfolio managers, I ensured 100% customer coverage while achieving a 20% reduction in operational costs.To drive proactive revenue strategies, I implemented initiatives that shifted customers from evergreen contracts to fixed-term renewals, resulting in an increase in advantage and consulting product sales. This approach generated approximately $1.8 million in additional revenue, effectively neutralizing the costs of the UK Account Management team and justifying further headcount investments. My emphasis on an ‘Acquisition First’ mentality facilitated collaboration between Account Managers and Sales, enhancing our ability to seize new logo opportunities and drive cross-selling initiatives.

In my role as Head of Customer Engagement and Onboarding, I was tasked with driving customer engagement and user adoption by enhancing the Customer Experience during the early-engagement, implementation, onboarding, and hyper-care phases for new acquisition customers. Initially focused on the UK market, my remit expanded to cover all Global SME implementations.I designed and implemented a comprehensive customer journey that significantly improved the onboarding experience and reduced time to first value. By establishing clear rules of engagement between commercial and operational teams, we ensured customer success from day one.I successfully hired, trained, and led a team of 8 global Engagement Specialists, creating a global standard of excellence in onboarding and launching new customers. This focus on quality and consistency contributed to exceeding our OKRs, effectively reducing ‘no start’ and ‘failure to launch’ clients from over 10% to zero.Additionally, I implemented robust processes and reporting frameworks using Salesforce.com, Tableau, and Power BI, providing comprehensive visibility for Sales and Operations leads into the onboarding pipeline and minimizing the impact of new customer launches.Through these initiatives, I reduced implementation lead times by 60%, ensuring that 90% of new customers achieved time to first value within the first 30 days of launch. My strategic approach to customer engagement not only drove operational efficiencies but also reinforced our commitment to delivering exceptional value to our clients.

In my capacity as Senior Sales Manager, I spearheaded the UK initiatives for new logo acquisition, initially hired to revitalize an underperforming team of Sales Development Representatives (SDRs). After successfully turning around the SDR team, I was tasked with building both Internal and Field Sales teams. I focused on recruitment, training, and leadership, fostering a culture of engagement and satisfaction. This resulted in a remarkable 300% increase in new opportunity creation and delivered approximately £32 million in new sales in the first year, growing to £45 million in the second year.I implemented our inaugural enablement processes, transforming the legacy 'Telesales' function into a dynamic SDR team that leveraged social selling tools. By collaborating with third-party data providers and utilizing advanced enablement tools, we developed a more targeted approach to new business, which significantly improved our win rates and allowed us to penetrate new verticals.Drawing on insights from our sales experiences, I established a comprehensive training knowledge base that enhanced the quality of sales efforts. This initiative led to an increase in the Average Order Value (AOV) of new sales from £110,000 to £350,000, and had a long-term positive impact on new customer ramp-up and Year 1 renewals and retention.During this period, Egencia executed its first merger and acquisition, acquiring an Australian travel management company (TravelForce). I was entrusted with guiding the Australian Sales and Account Management teams through the transition to our new company and platform, ensuring a smooth integration and alignment with our strategic goals.

Lead new business development (B2B) efforts to secure PSL statement with a number of significant brands (e.g., British Telecom, Nestle Group, 3M, Intercall, Yellow Pages, Northern Foods) generating in excess of £300k per annum in billings.

Management of service SLAs attributed to 4 major national accounts. Responsible for maintaining workorders for field based service engineers.

New business sales via both cold calling and warm opportunities.