Assist with formulating a CRM strategy that has a clear and measurable impact on growing advertising revenue with productivity gains through workflow improvements. • Provide CRM related insights to the business that will help the sales team to win business and grow revenue• Ensure our systems are configured to a high standard with user experience and ROI measurement at the heart of our operations• Seek to ensure sales and operations have key data points at their fingertips and that all customer activity is recorded in Salesforce• Transition our current CRM system from one that has low adoption to a system that sits at the heart of our sales operation• Work with management to identify core KPIs as well as define expectations of users to ensure sales and operations.• Ensure that CRM metrics are regularly shared showcasing those accounts that are growing, those in need of attention and our retention rates as well as the volume of new customers and average revenues are well understood• Ensure customers and their feedback is well understood and shared across the business• Help determine how to monitor our customer interactions and the impact on retention• Work with marketing team to identify methods of improving lead generation and tracking market penetration• Help ensure downstream systems are receiving the correct data for accurate and timely billing and financial reporting with minimal manual inputs• Develop a high-level understanding the of the current team workflows that touch Salesforce including: Marketing, Sales, Print & Digital Ad Operations, Finance Reporting, Business Intelligence (BI), Billing and Support• Manage team of CRM staff around the global regions (UK, NY, and Asia) to ensure end-users are properly supported and adoption across areas is being monitored/enforced and system data health is maintained

• Assist with formulating a CRM strategy that has a clear and measurable impact on growing advertising revenue with productivity gains through workflow improvements• Provide CRM related insights to the business that will help the sales team to win business and grow revenue• Ensure our systems are configured to a high standard with user experience and ROI measurement at the heart of our operations• Seek to ensure sales and operations have key data points at their fingertips and that all customer activity is recorded in Salesforce• Transition our current CRM system from one that has low adoption to a system that sits at the heart of our sales operation• Work with management to identify core KPIs as well as define expectations of users to ensure sales and operations.• Ensure that CRM metrics are regularly shared showcasing those accounts that are growing, those in need of attention and our retention rates as well as the volume of new customers and average revenues are well understood• Ensure customers and their feedback is well understood and shared across the business• Help determine how to monitor our customer interactions and the impact on retention• Work with marketing team to identify methods of improving lead generation and tracking market penetration• Help ensure downstream systems are receiving the correct data for accurate and timely billing and financial reporting with minimal manual inputs• Develop a high-level understanding the of the current team workflows that touch Salesforce including: Marketing, Sales, Print & Digital Ad Operations, Finance Reporting, Business Intelligence (BI), Billing and Support• Manage team of CRM staff around the global regions (UK, NY, and Asia) to ensure end-users are properly supported and adoption across areas is being monitored/enforced and system data health is maintained

• Expert on the capabilities, limitations, configuration and usage of FT’s CRM system (Salesforce) including all apps and external data processes.• Gained an in-depth understanding of FT’s ads booking system (Cloudsense OMS) including FT’s current configuration and the various capabilities of the Cloudsense tool.• Maintained a high level understanding of the various user processes, workflows and data flows for all FT commercial ads teams that either touch or use Salesforce. • System owner of the FT’s advertising instance of Salesforce and day to day running of our CRM and data management. • Key ambassador for FT’s CRM system and worked to ensure the CRM delivers the maximum benefit across the commercial teams such as Sales, Finance, Production, Operations. • Ultimately responsible for ensuring the continuous improvement of the FT's CRM system Salesforce and helping to ensure the current implementations performs as expected.• Troubleshooting global user issues and provided feedback to the project team, whilst understanding the capabilities and limitations of the CRM system. Working with management to re-establish all system business rules and expectations of system use.• Assisted and supported the Salesforce rollout to the FT Financial Publishing Team (Sales, Production, Finance, Management and Print Sites) and assisted with the implementation of advertising booking replacement onto Salesforce using Cloudsense Order Management platform. • Worked with Management/Teams making Salesforce the central system for reporting and delivered reports to senior management as directed using various data tools.• Provide 2nd Level support to team and mentor other Salesforce Admins/support staff with all FT related processes (Sales, Finance, Production, Management, FTCM, Marketing, Print Sites and Technology).• Assisted with configuration, system architecture, new enhancement deployment, and testing and requirement analysis.

• Global Employee of the Month June 2012• Assisted and supported the initial Salesforce roll-out to the FT Global Advertising Team• Assisted in the implementation of advertising booking system replacement at FT onto Salesforce using CloudSense Order Management platform.• From a user experience I gave feedback & assistance with beta-testing the system, which helped the project team deliver key requirements to improve the user experience.• Involved in training the 175 system users as well as post-live support of the system.• Become a superuser expert and ensured that the FT’s CRM users were properly supported & FT business rules were being followed.• Followed up sales leads looking to increase sales in new clients, accomplished through a thorough understanding of the FT portfolio.• Managed & booked print orders using Atex & SalesForce Order Management System, for both internal and external reps.• Resolve queries and provided vital communication contact between various FT teams such as Sales, Production and Finance.• Provided a comprehensive administrative and sales support function to the FT offices and 3rd party reps globally. • Delivered sales reports to senior Management as directed using various data tools.