Expert coach for the Customer Success Fundamentals course.

Key accomplishments: - Created content to re-engage churned accounts and reactivated 35% of them in the first two months- Organised clients into three tiers: High Touch, Low Touch and Tech Touch and designed Customer Success processes specific for each tier- Automated 80% of communication to Tier 3 (Tech Touch) accounts- Identified key profiles required for Tier 1 (High Touch) accounts and optimised candidatematching rate by 20%

- Responsible for a Client Book of Business with clients including Confused.com, British Gas, Macdonald Hotels, Gumtree, Magento, Tesco Bank, Kellogg’s, GSK, Evening Standard- Created and implemented Client Growth Plans, which included cross selling and upselling opportunities - reorganised Gumtree’s entire Customer Journey and increased site traffic by 27%- Onboarded new clients and managed relationships with existing ones- Managed clients’ revenue forecast, responsible for getting commercial sign off on proposed solutions and additional budget from C-Level client stakeholders - increased Gumtree’sforecasted revenue by 30%, Magento’s by 23%- Worked with a range of internal teams using Agile method - Designers/Solution Architects/Analysts/Developers/Database Programmers to ensure project delivery- Planned and delivered performance analysis during strategic client touchpoints such as Monthly Reviews and Quarterly Business Reviews- Designed the Client Satisfaction Survey and monitored the implementation of all key actionsidentified post survey analysis- Responsible for driving innovation by being the company’s SME for content personalisation and next best action algorithms

- Responsible for SaaS clients onboarding process- Ran a team of three technical account managers and one Campaign Manager to deliver all lead generation activity (through display, email, search, telemarketing)- Built relationships with global clients and growing key accounts by identifying upsellingopportunities (Fiat Chrysler Automobiles, Dennis Publishing, DWA, Maxus, iProspect, Affiliate Window, Mediacom)- Ensured client success by creating Client Success Plans with quarterly objectives and milestones- Drove the team to meet revenue target by daily optimisation of campaigns' performance - Generated financial and performance reports for C-Level client stakeholders and internal senior management- Improved customer service by upgrading Convertr Support Centre on Zendesk with new video tutorials, user guides and ticket management processes- Created an induction plan for new members joining the team and introducing new project management tools to the business

- Created a new structure for Client Services department by aligning it to business’ objectives and designing new customer services processes- Coordinated the implementation of Student Beans iD (global student verification technology) for more than 80 brands, including TopShop, Topman, Domino’s, Lenovo, EE- Account managed relationships with affiliate networks, ad networks, media agencies, brands- Ran a team of four campaign executives to drive performance and hit targets- Maximised the monetisation of remnant display inventory through AdSense and ad networks- Pioneered the set up of programmatic advertising through the partnership with Improve Digital and PulsePoint- Increased Student Beans website’s CPM by 70% by working closely with ad networks and all RTB partners plugged into DFP (Criteo, OpenX, Rubicon etc)- Set up, monitored and optimised client display campaigns served through DFP

- Delivered four Voxburner corporate events for the marketing industry- Expanded Voxburner conferences to the United States, launching YMS New York in June 2014- Created event budget and delivery timeline- Oversaw the securing of event venues within an agreed budget and ensured the event strategy is met through the venue- Decided on catering options, AV requirements and necessary collateral on the day for the event itself- Ensured that all sponsors requirements are met in the run up to, during the event itself and in the aftermath

- Collect, manage and engage a database of all AIESEC alumni in the UK- Coordinate with relevant alumni, national team and AIESEC members to create, edit and send a monthly e-newsletter to all alumni in the UK- Manage all incoming enquiries from alumni and those that wish to communicate with them- Manage any other web or social media assets relevant to the Alumni Project