• Drive timely business reporting aligned with budget calendar & finance stakeholders, including a monthly tech strategy dashboard for the CTO, presenting strategic technology KPI trajectories and supporting CTO inquiries.• Oversee KPI performance cycles, including forecast planning and actual results submission, ensuring alignment with technology strategy, business and financial objectives.• Maintain strong relationships with technology planners and partners across 19 markets across Europe and Africa, owning KPI definitions, data accuracy protocols, and troubleshooting for seamless application support.

• Managed the resolution of incidents and major incidents under tight service level agreements (1-2 hours) following ITIL principles. • Led the development and implementation of incident response protocols, MIM flows and global communication strategies, including planned changes, across 22 products and services. • Led service and KPI reviews for operations, markets and suppliers across Europe and South Africa, by performing data analysis and governance, presenting data highlights, achievements, anomalies, pain points and areas of improvement, triaging action plans and following through to implementation. • Onboarded new suppliers and vendors, establishing cohesive support model definitions through formal agreements and contract sign-offs. • Optimize and deliver knowledge articles, documentation and training schemes to support business transformations and new product releases. • Administering an excellent operational performance with internal and external vendors and suppliers, including Samsung, by leading regular meetings, graphing trends and continuously hosting service reviews to study the service functionality and availability, align on the required level of support, plan and execute continuous service improvement programsAchievements: • Led the Incident Management & Communication team as Deputy Manager during a transitional period to undergo structural changes to the organization and project direction• Launched multiple service lines and new products for Vodafone Smart Tech (IoT) including the first-level support team for UK market, the second-level support team for 10 markets, serving 460k+ customers, Curve tracker and Neo kids watch. • Designed and implemented 7 VBA solutions to transform and automate the processing of information, providing tip-top insight and business directions. Results varied from FTE savings to up-skilling and cost reductions of up to 26%.

• Developed and maintained strong relationships with a portfolio of 50+ clients, ensuring high levels of customer satisfaction and product adoption. • Collaborated with cross-functional teams (Sales, Product, Marketing and Engineering) to address customer concerns and drive improvements. • Conducted quarterly business reviews to explore customer feedback, identify customer needs and provide strategic recommendations. • Implemented and managed support teams onboarding and training programs, improving client retention and reducing churn by 31%. • Monitored customer health metrics and develop targeted engagement strategies to reduce churn.

• Develop and implement comprehensive, SEO‑optimized content strategies across various channels, including website, blog posts, newsletters, social media, and webinars, to drive website traffic, increase user engagement, and generate leads.• Conduct in‑depth research and interviews with stakeholders and existing clients to gather insights on Ideal Customer Profiles (ICPs) and enhance content creation.• Collaborate with cross‑functional teams to align content initiatives with overall company objectives and ensure consistent brand messaging.• Utilize marketing automation tools and targeted content to nurture marketing qualified leads (MQLs) through the sales funnel, enhancing conversion rates.• Analyze content performance metrics and leverage industry trends and vital keywords to continuously optimize content strategies for maximum impact.• Foster a culture of continuous improvement, incorporating user feedback and analytics to refine the content quality and maintain relevance with the target audience.• Collaborate with designers, PR and other creative professionals on large‑ and small‑scale marketing projects and campaigns.Achievements:• Boosted website traffic through the creation of high-quality, SEO-optimized content, increasing average weekly article views from 20 to 300-500.• Enhanced user engagement by raising the average read time by 150%, reflecting improved content relevance and readability.• Generated valuable content and refined marketing strategies based on ICPs by conducting insightful interviews with internal and external stakeholders.