Lead a team of professional services consultants responsible for implementing e-flow (Saas) for enterprise clientsCollaborate with sales, product management, and engineering teams to ensure successful project delivery and client satisfactionDevelop and refine implementation methodologies, best practices, and project management processes to optimize efficiency and quality of services deliveryServe as the primary point of contact for key clients, providing strategic guidance, resolving escalations, and fostering long-term relationshipsDrive revenue growth and expansion opportunities through upselling and cross-selling of additional services and productsConduct regular performance reviews, provide coaching and mentorship to team members, and facilitate professional development opportunitiesActively contribute to product roadmap discussions and provide valuable insights based on customer feedback and market trendsLead a team of 3 service desk agents in providing exceptional technical support to internal and external stakeholders.Oversee the implementation, configuration, and maintenance of Zendesk to streamline ticketing processes and improve resolution times.Develop and enforce service desk policies, procedures, and best practices to ensure consistent delivery of high-quality support services.Collaborate with cross-functional teams to identify and address systemic issues impacting customer satisfaction and service delivery.Analyse service desk metrics and KPIs to identify trends, patterns, and areas for improvement.Serve as the primary point of contact for escalations and complex technical issues, ensuring timely resolution and effective communication with stakeholders.Lead initiatives to enhance self-service options, knowledge management systems, and user documentation to empower customers and reduce reliance on service desk support.

Spearheaded the client services department, overseeing a team of 14+ client service representativesActed as the primary point of contact for key clients, addressing inquiries, resolving issues, and ensuring prompt resolution of concernsCollaborated with cross-functional teams including sales, production, and quality assurance to ensure seamless delivery of packaging solutions that meet client specifications and timelinesConducted regular client meetings to review performance metrics, gather feedback, and identify opportunities for service improvementsLed the implementation of a new SaaS CRM system, streamlining client communication processes and improving data accuracyPrepared and presented quarterly performance reports to senior management, highlighting key achievements, challenges, and recommendations for improvement

Principal responsibility for project management of all design and artwork servicesImplementation of online booking system for all design and artwork servicesActing as Account Manager on all packaging clients

Principal management responsibility for studio & production teams incl. recruitment of both perm and freelance staffPrincipal responsibility for project management of all work through agency