This role builds on my experience in the Client Services department to dae. It takes on board a wider remit of support and escalation management on a number of accounts in the B2C sector. Here I support the account managers of a number of accounts when matters need support from my expertise.I have taken steps to become the department authority on SAP reporting and PSD2 implementation. I continue to broaden my remit and industry/sector knowledge to provide consultation to both the internal business and external clients/suppliers where required.My current responsibilities include:• Be the escalation point for of all of the accounts that fall under my remit in the B2C section of Client Services• Ensure that ABS, as a business, delivers to our Clients in line with our contractual agreements• Lead and motivate the Client Services team to develop objectives married to the goals of the business• Effectively lead out on the DC Thomson group principal account• Ensure that the team is aligned appropriately to specific Clients in order to ensure best fit and results delivery• Use the PDR process to measure effectiveness of the team reporting to me directly• Recruit, develop and mentor team members to maximise staff retention and enable robust succession planning• Directly manage the relationship with senior contacts within the Client and take accountability for resolution of issues• Identify and resolve any issues that could potentially lead to the loss of a Client• Develop and manage relationships with key department heads within Air Business Subscriptions in order to prioritise tasks, provide support and ensure service delivery to Clients• Manage relationships with external suppliers and ensure that the requirements of both Air Business Subscriptions and the Clients are met• On receipt of Client requests, scope out projects at a high level and work across Air Business Subscriptions to develop a project plan, aligning resource in order to ensure delivery

This role was progression from my similar responsibilities in the Deputy Managerial role. A strong performance and pro active management of the client accounts lead to the promotion.Taking on board staff management alongside relationship building with the clientbase at key events in the industry were skills I developed during my time as a manager.I also became the department expert in the reporting software used for client data analysis (SAP).

I succeeded in an application to Deputy Manager in Oct 2013. Managing the Guardian account was my main task. This account had become a pressure point in danger of being lost. My duties were to restore client confidence and provide direction for the publisher’s marketing and operations departments. A major aspect of this was implementing annual price rises and best practice retention strategies and campaigns for existing subscribers. I worked very closely with the publisher working regularly at their offices alongside their marketing department as the key liaison for Air Business (formerly Quadrant). In this role I also was tasked with mentoring and managing other Client Services executives to employ techniques and business practices that I had developed across other key accounts.

I was promoted to the Client Services department as an executive in 2012 from Customer Services. Initially a secondment position, a permanent role was created for me when the temporary period lapsed. I worked on the Busy IPC (now Time Inc.) account supporting the account manager. Whilst responsibilities were of a more BAU nature, I was given the opportunity to take ownership of these tasks and refine them to improve efficiency and effectiveness. Near the end of my time in this role, my remit extended to leading up a separate client account with the objective to strengthen the relationship and improve on the client/vendor affiliation.

Whilst completing my MA dissertation, I was welcomed back to Quadrant working in the busy email Customer Services department. I handled technical enquiries for The Economist – with specialist focus on the app and digital content. In addition, I was the lead agent for the B2B RBI key accounts and liaised with key publisher contacts to ensure that this valued custom was retained and grown.

I returned to my catering roots whilst studying for my MA, as the hours were more suited to balance my work/education commitments. I acted as a consultant to bring the kitchen in line with FSA regulations and improve efficiency and profitability.I also was responsible for staff management, full menu planning, ordering and running of a busy kitchen in Brighton city.

I moved into an office environment after successfully completing my ECDL certificate on return to the UK. Initially employed by the recruitment agency 1st Recruitment, I quickly was offered a permanent position where I was tasked with managing a bespoke product – Xpert HR – within the Customer Services department. Duties involved liaising with the sales team to ensure that new and retained business was successfully processed (through Sales Force), preparing all invoicing for month ends, supporting users of the application with any technical queries or problems.