As the first Senior Customer Success Manager at Distribute Digital, a rapidly growing startup, I have played a pivotal role in establishing the foundations for Customer Success within the organisation. Leading a dedicated CSM team of 2, I oversee a diverse portfolio of 50+ clients across various industries, including lead generation and e-commerce.- Created and implemented Standard Operating Procedures (SOPs) that streamline onboarding and service delivery processes. These SOPs have been pivotal in consistently delivering exceptional client experiences, contributing to our impressive 4.9 Google Review Rating.- Introduced Monday.com CSM onboarding, reporting, and project boards, enabling seamless communication and smooth project delivery within my team.- Created and implemented Net Promoter Score (NPS) forms, which have received an impressive average score of 9.4 and a perfect NPS score of 100, reflecting zero detractors.- Juggling up to 25 clients simultaneously, I became adept at handling their work requests, briefs, and support calls. My effective communication and collaboration with internal team members ensure seamless project execution.- Monitoring sales/ lead gen metrics, tracking performance against KPIs and targets, and providing valuable feedback to refine existing campaigns and drive growth.- Overseeing web projects from concept to completion ensuring smooth delivery and client satisfaction.

I contributed towards researching and creating content for the new website while using SEO techniques and keywords. I have also helped to reach more cohesive branding by creating designs for menus and posters.

Co-Leading a group of Student Representatives; Taking Minutes using Microsoft Excel; Creative Problem-Solving.

Research Internship with a focus on Brand Love and its effect on mixed emotions in customer experience; improved my skill of data analysis in Microsoft Excel.

-Autonomously designed an outdoor employer branding event for 600 attendees with a budget of £6,000, which resulted in learning how to lead a team successfully- Responsible for Social Media employer branding through creating Social Media content which resulted in learning basics of Photoshop and Canva- Responsible for writing and designing internal communication, which resulted in improving the written communication skill and improved my understanding of the corporate setting- Co-responsible for redesigning the employee on-boarding handbook and procedures while identifying areas to improve