Jody Shilliday Email & Phone Number

Responsible for the business processes, tooling and customer data architecture supporting Adform’s pre-sales, post-sales and professional services teams. Also responsible for customer education and certification, customer NPS, the commercialisation of Adform’s client services catalogue, and overall service profitability. Redefined and launched the customer service offering across Adform’s full product suite (Adserver, DSP, DMP, Publisher Adserver + Supply Side platform, and Creative Studio) rolling out new service packages, NPS processes, and customer service tiering to standardize services globally to improve customer satisfaction, profitability and retention rates.Rolled out new customer success process and tooling in 2022 across 24 markets, delivering 16 training workshops in-market to upskill 160 employees, with CSAT rating of 4.7 out of 5. Manage Voice of Customer program, with customer NPS growing to 47 by EOY 22. Responsible for the data stewardship of customer information and architecture across all business process tooling (Salesforce, Gainsight, ZenDesk, Intellum, TimeCamp, billing tools etc.) to surface business insights for commercial strategic planning and to streamline commercial processes.Established a new client training programme in 2020, with over 1000 clients gaining certification in the first year of launch, and over 40,000 training modules completed in 2022. Maintain the go-to-market platform support for both clients and internal teams through Adform’s education tooling.

Overseeing the global team of Senior Directors and Directors consulting and onboarding Adform’s highest tier of clients (including IKEA, UBS, SKY, BT, Vodafone, Deutsche Telekom) and Global Holding Groups (Havas, Dentsu Aegis Network, WPP, Publicis Groupe, etc.)Providing strategic recommendations and thought-leadership to clients on business solutions, integrating Adform’s products into clients’ existing technology stacks and navigating the ever-changing data-privacy landscape.Responsible for all technical solutions and product knowledge across Adform’s full product suite (Adserver, DSP, DMP, Publisher Adserver + Supply Side platform, and Creative Studio) acting as the highest level of escalation, and delivering the education of both clients and internal services teams through Adform’s Learning Management Platform and Subject Matter Expert programmes.Representing Service organisation as part of Product Development process, collaborating closely with Commercial leads, CSO, CPO and Product Directors to capture client opportunities and needs, prioritise strategic development efforts & provide recommendations to the Board, and support go-to-market launches for new products and features.

London, United Kingdom

London, United Kingdom

Department Lead for the Trading Desk and Social Media teams in award-winning specialist Mobile marketing agency. Reversed employee and client churn, growing client business x10 within the first year. Won new clients, including Apple, Expedia, Uber, and Facebook, leading to opening new team hubs in San Francisco and Los Angeles, and managing a department of over 30 employees (to Global Director Level)

Global department lead for paid social media operations for clients in the main Publicis agencies (Starcom, MediaVest, and Spark.) Managing a team of 25 specialists (to Associate Director level)Responsible for establishing new revenue stream, increasing revenues to £25-30M yearly and growing the client portfolio to over 70 clients in 130 markets. Responsible for winning new global client business, including P&G, Samsung, Heineken, RSA/Capital One and EMI/Universal. Additionally, sat on Leadership Council consulting on new emerging digital commercial opportunities for the business.Mentor for the IPA Creative Pioneers Apprenticeship Program & SMG graduate programme. Representative on Facebook Product Council and Beta Partner programme.Establishing Consultant and Mentor for the Google ‘Squared’ graduate programme.

London, United Kingdom

Lead and managed specialist SMG Social Ads Department - responsible for UK and Global client's integrated Social strategy, covering Facebook, Twitter, LinkedIn, emerging platforms, social listening, creative and content - Reported to Director of Performance and Biddable Media, Board Members.Responsible for a portfolio of over 50 clients in over 130 markets, including P&G, Samsung, Heineken, Honda, Nestlé-Purina, Associated Press, RSA and Universal.Management lead in department, responsible for forecasting, P&L tracking, new business pitches, client growth.Grew the team to 14 members, all IAB and GAP certified.Representative on internal SMG Leadership Council and Performance Department Leadership team.Representative on Facebook Product Council and Beta Partner ProgramDevelopment Consultancy and Testing on various Facebook API Technology PlatformsConsultant for the Google-led, 'Squared' Graduate initiative, involved with education content and skills development. Mentor for 'Squared' programme.Representative on IAB Social Media Council

London, United Kingdom

Lead and managed specialist SMG Facebook Ads Team - Reporting to Director of Performance and Biddable Media.Grew the team from 1 to 9 members. Grew Clients and Accounts tenfold to establish the London-based SMG Facebook Ads Team as Centre of Excellence within the wider global SMG community.Representative on Facebook Product Council and Beta Partner Program.Development Consultancy and Testing on various Facebook API Technology Platforms

One of Founding Members of TBG Facebook DepartmentHelped Test and Develop One Media Manager TechnologyTraining of new Global StaffReported Direct to Client, to Client Services Director

Responsible for Digital Planning and Buying, Implementation, Reporting and Optimisation of Display Campaigns.Reported Direct to Client, to Head of Display, and to Client Services Director.Managed and Implemented Affiliate Programmes on multiple networks, working with Assistant.Reported Direct to Client Services Director and Head of Display.