It's my privilege to lead our 100 strong team of customer success and professional services individuals across 5 regions and 20+ countries.Achievements: - Performance: delivered best ever net and gross retention, and best in class for SaaS operating metrics including NPS, services margin, and earned growth- Expansion and maturity: hired over 50 individuals in my first 18 months at Bloomreach to transform the scale of our operation, whilst implementing successful programs around lifecycle management, success planning, customer health, and tech touch to build for future growth- Customer value: without real, measurable, repeatable customer value the rest is meaningless! Introduced systems, processes and empowered individuals to focus deeply on creating customer value and delivered best in class NPS

Holding ultimate responsibility for gross and net retention of our EMEA customers as well as global ownership of customer operations including data, processes and insight.Achievements: - Leadership: developed individuals from diverse backgrounds and skillsets into outstanding customer success professionals- Retention: exceeded net and gross retention targets, delivering best ever performance in 2019, operating in highly competitive mature (testing) and emerging (personalisation) markets- Cross-sell and up-sell: developed trusted relationships with clients and identified opportunities to deliver increased value though expansion into new products and markets- Customer value: developed global initiatives including success plans, tech touch initiatives, ROI measurement frameworks, competitor benchmarking analysis and opportunity analysis to create greater demonstrable value to clients- Customer measurement: launched in-product NPS measurement (Pendo), health scoring, customer segmentation (Enterprise to SMB), platform adoption and reach scoring to improve our business intelligence- Customer engagement: introduced quarterly user summits, engaging with over 200 customers per year and creating a community of users- Thought leadership: regular speaker and panellist at industry conferences, content originator for webinars, blog articles internal knowledge sharing sessions

Following Monetate's acquisition into the Kibo Commerce (Vista Equity Partners) I lead our Customer Success function in EMEA as the most senior regional team member. This includes our Monetate (personalisation, testing, agility), Certona (personalisation and recommendations), OMS and E-Comm products working with hundreds of world-renowned brands including Adidas, John Lewis, Waitrose, JD Sports and Next.

Led our Customer Success and Services function, responsible for the success, growth and retention of our EMEA book of business. Working across a breadth of world renowned brands such as Adidas, John Lewis, Waitrose, JD Sports, and hundreds more.Hired and developed a team of Customer Success Managers, Strategy Consultants, Technical Consultants and Analysts to work closely with our clients to translate their business objectives into strategies that deliver against their web and omni-channel personalisation goalsPart of the senior leadership team working to meet profitability, growth, retention and operational goals to ready for sale and acquisition by Kibo Commerce

Hired a team of 6 consultants in the UK and USA to become a highly valuable billable thought leadership practiceDeveloped ROI, platform adoption, competitor benchmarking, and success plan frameworks that have become cornerstones of our global businessDay to day our global strategists are thought leaders that provide insight on how to best utilise machine learning, AI, segmentation, and testing to deliver against client objectives.

Led a team of consultants in the UK and Dubai, utilising data science techniques as a problem solving engine to deliver value to clients across retail e-commerce, finance and travel.Part of the senior management team, transforming a UK based email agency into a global data science consultancy.Hired a team of seven strategy consultants and delivered high profile customer and business intelligence projects for HSBC, Dixons Carphone, Screwfix, Emirates and BUPA.Consultancy focused in four primary areas:- Customer intelligence- Business intelligence- Business improvement process- Data discovery

Responsibilities• Understand the relationship between our clients business and their customer to offer insightful and valuable consultancy• Enable our clients to de-silo their data in order to construct multi-channel strategy from the insight this reveals• Perform analysis across customers and campaigns and monitor key performance indicators from inside and outside the business• Shape the company direction to ensure we develop a clear understanding of client needs and maximise the value we offer our customers

Responsible for improving retention and customer LTV for Carphone Warehouse and Geek Squad by developing a dynamic and engaging customer journey for our customers.Achievements• Launched 'Connected Life' - our in-life communications programme which increased customer retention by 21% and was awarded an MAA award for the 'Best and most effective long term campaign 2013'• Joined Carphone Warehouse as Customer Marketing Manager - and promoted to Senior Customer Marketing Manager with responsibility for all in-life communications for both CPW and Geek Squad• Incorporated pioneering personalisation and mobile marketing. Developing mobile landing pages, responsive design and SMS based local marketing - improving email metrics by over 300%Responsibilities• Developing our CRM strategy to introduce an industry leading programme, delivering personalised email, SMS, mobile, social and DM messages throughout a 24 month life cycle• Utilising our data systems to maximise LTV, continually develop and improve our output and deliver maximum value to our customers with the ultimate aim of increasing retention• Influencing at director level to secure support and demonstrate value• Push the boundaries to develop campaigns to support / enhance growth areas that match business objectives• Managing a six figure budget, set annual budgets, targets and objectives• Managing a large team of customer marketing professionals and data analysts

• Responsible for European marketing covering a range of above and below the line activity including email marketing, loyalty, relationship marketing, international events co-ordination and advertising• Managed European email campaigns from initial concept through to implementation and testing• Website developer for international sites, responsible for analytics, PPC and continuous improvement• Responsible for retention – incorporating the launch of a friend referral programme, pack discounts and cross sell to increase loyalty and LTV• Developed our international product launch strategy – producing in-store displays, marketing literature, and PR

Responsible for managing new CRM and digital donor campaigns, website development, and relationship marketing.