• Successfully built and led a high performing Customer Success team, resulting in increased customer satisfaction scores and reduced customer churn.• Implemented a customer onboarding program that improved time to value for new customers by 30%• Achieved a 25% increase in upsell and cross-sell revenue by identifying and capitalising on expansion opportunities within existing customer base• Established customer health monitoring system leading to early identification of at-risk customers and 15% reduction in churn rate.• Achieve team KPIs for net retention and NPS through data-driven analysis, planning, and execution.

• Managed a portfolio of 20 high touch accounts, ensuring engagement and exceptional customer service.• Acted as primary point of contact for customers, addressing their concerns, queries, and escalations in a timely and efficient manner.• Developed and executed success plans to help clients achieve business goals and driver value from service• Collaborated with cross-functional team (Product, Marketing, Sales) to advocate for customer needs and ensure product improvement based on customer feedback.• Conducted regular status calls and QBR’s to review performance, address challenges and identify growth opportunities.• Achieved MoM growth on accounts resulting in 20% increase in company revenue.

• Working with the European Organisation of Technical Assessment (EOTA) to help create a strategic marketing plan and shape the communication framework in which EOTA functions. Achievements• Implemented inbound marketing strategy to raise visibility and knowledge of EOTA among Technical Assessment Bodies (TAB) and construction manufactures resulting in 12% increase in membership.

• Spearheaded targeted marketing which resulted in MRL worth over £1.5m in customer LTV.• Implemented and executed crisis management for the BBA through the Grenfell Tower Inquiry and Brexit• Secured media placement in top industry publications resulting in 30% boost in media exposure and brand visibility.• Acted as the customer champion and advocate in the development of new products and services.

In this role I managed a team of 9 people and was responsible for the creation of an efficient new publication process that allowed the business to streamline the publications process while also giving transparency to the business and clients on the publications timeline. I provided:• Forward thinking and input to the future direction of the team• Set annual objectives for my direct reports• Prepared and reported on monthly figures to SMT All of this while also implementing improvements across the supply chain to maximise efficiency and minimise time waste.Developing and maintaining a job tracking system for the Certificate drafting and Publication process for all BBA Business Units and overseeing the quality control of the Publications process.

• Developed and executed the UK marketing strategy, encompassing digital marketing, content creation, social media, email campaign, and event sto driver brand awareness and lead generation • Collaborated with cross functional teams to align marketing and customer success efforts with sales objectives and product launches, ensuring a seamless customer journey • Owned the end-to end customer experience, from onboarding to post sales support to enhance customer satisfaction and retention• Facilitated negotiations between the company and Royal mail resulting in success partnership and expanded service offering• Secured contract retention with major client, generating 20% increase in additional revenue for the business.

• As Group Comms and Digital Marketing Manager for Cellulant a Pan African Fin Tech company, I had ownership of executing on the marketing strategy as part of the newly founded marketing team. Working in this role, I:• Got Cellulant the CNN Fintech Africa Company of the Year using Paid, Owned and Earned Media to grow brand awareness and thought leadership on the company’s digital platform.• Launch 3 newly created fintech products in Zambia, Zimbabwe and Kenya and worked with Product Owner and Project Manager, Business Analysts, Technical Design, Product Development, and Commercial Planning teams to ensure optimal consumer UI, UXP, usage.• Using social media marketing to drive awareness, engagement and usage which resulted in MoM growth of 200%, 220% and 500%.• Acted as customer advocate in driving product usability and retention• Was responsible for analysing customer use patterns to determine push messaging

• Developed and implemented internal communication strategies which drove employee engagement and understanding of policies, processes and procedures with the use of an in-house digital human resources and intranet system.• Implementation of structure, policies and controls to enable the organisation scale up, which supported staff growth from 365 FTE (and Contract employees) to 2006 FTE (and Contract Employees) within a 1 year period, thus ensuring the organisation was better able to deliver on its internal and external customer satisfaction and retail targets.• Created the still in use performance appraisal and salary banding process, which aided in regularising salaries, enabling staff development and increasing staff retention. • Collaborated, coordinated and influenced internal and external stakeholders to ensure the delivery of role specific projects such as: the implementation of the intranet system, regularisation of the compensation and benefits packages and the undertaking of performance appraisals on a bi-annual basis.• Raised internal customer satisfaction by 55% from a low of 0% within a year.

• Ownership of the end-to-end customer experience. • I reduced customer pain points by shortening delivery times by 2 days (from 7 to 5 days), resolving customer issues within 24 hours from a high of 3 days, which resulted in raising the company’s NPS score by approximately 61% from negative to positive. • Undertook planning management activities to ensure we are accessible to a wider section of the customer base by implementing local language customer service points. • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team• Promoting opportunities for two-way communication• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products• Keeping customers informed of process and procedural changes

• Ownership of the end-to-end franchise strategy, including budget, revenue, development, implementation and execution. By organising, planning and developing Samsung brand shops, shop in shop and mobile shops across 9 countries in West Africa and growing these from 23 to 75 shops within a 2 year period. • Oversaw new franchisees and provided training and information on the business policies and procedures for the organisation.• I worked with franchisees to implement the corporate business strategy, promotions and products, which increased individual shop revenue by a portfolio average of 40% MoM due to lean measures I implemented at development stage and the successful execution of establishing new shops based on detailed market research and analysis. .

My key responsibilities in SMNL who are the sole distributors of Subaru vehicles in Nigeria, was to:• Promote the brand through the varying media platforms (off-line, on-line and word of mouth)• Liaise with various creative and advertising agencies and media houses to ensure maximum Share of Voice (SOV)• Work with the media buying agencies to achieve placement in relevant mediums and getting the necessary discounts due (volume and agency).• Coordinate with the sales and sales admin manager on marketing plans to boost sales and create viable cross branding with other high net worth companies and events.

Ultima Limited is a media content producer with notable programmes such as Who Wants To Be A Millionaire, Quizline and WWTBAM Online, an offshoot of WWTBAM under its belt. I was directly responsible for the implementation of key programme relating to the above programmes, developing questions, promoting the shows, providing customer service, developing and broadcasting web content, and most of all representing the company and the show in the best possible light.

My role in LTC centered around the development and production of television and radio adverts for companies such as Unilever, Avis, Limca and Grand Oak (NDL). I was required to help in script development, research of copyright issues that might affect the brand, and ultimately the production of said scripts. I was also required to manage budgets for the jobs, follow up with clients and models/ agents used in production and pay said people.

Working for a media organization, within Nigeria, I was required within this role to impart information about various events occurring in the locality, discuss, investigate and write to varying subjects and issues of social and cultural value. During this period, I also had the opportunity to report on the gubernatorial and presidential elections which took place in Nigeria, reporting on the process, the results and the mood in the city. I was also closely involved in the development and production of an investigative news programme called Hotlens.

Within my role as customer care supervisor, I was responsible for answering all customer queries, assisting customers with their enquiries, selling product of the bank and training and supervising new customer care operatives.

I was required to raise awareness and help set up a new community radio for the people of Keri-Keri New Zealand. I achieved this by speaking to business owners and private club (Lion and Rotary) members who ‘had the ear’ of the community