Experience

Kitt

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Head of Customer Operations

  • Jun 2023 - Sep 2023

  - As part of the leadership team, demonstrated exceptional leadership in managing a diverse property portfolio comprising 60 sites, ensuring seamless operational delivery of services. - Effectively helmed Kitt's Customer Operations, overseeing complex customer service operations, adeptly handling vulnerable customer cases, resolving complaints, and optimizing back-office processes. - Contributed to the development and execution of strategic operations initiatives, optimising resource… Show more - As part of the leadership team, demonstrated exceptional leadership in managing a diverse property portfolio comprising 60 sites, ensuring seamless operational delivery of services. - Effectively helmed Kitt's Customer Operations, overseeing complex customer service operations, adeptly handling vulnerable customer cases, resolving complaints, and optimizing back-office processes. - Contributed to the development and execution of strategic operations initiatives, optimising resource procurement, establishing performance benchmarks, and elevating the overall customer journey. - Reorganised the team post-restructure, led and nurtured a multifaceted team, cultivating a culture of high performance within a dynamic working environment. - Cross-collaborated with different business areas to achieve notable enhancements in customer satisfaction while effectively reducing operational costs and consistently tracking performance metrics. - Maintained rigorous compliance standards, adeptly managed budgets, and nurtured productive relationships with third-party partners. Show less - As part of the leadership team, demonstrated exceptional leadership in managing a diverse property portfolio comprising 60 sites, ensuring seamless operational delivery of services. - Effectively helmed Kitt's Customer Operations, overseeing complex customer service operations, adeptly handling vulnerable customer cases, resolving complaints, and optimizing back-office processes. - Contributed to the development and execution of strategic operations initiatives, optimising resource… Show more - As part of the leadership team, demonstrated exceptional leadership in managing a diverse property portfolio comprising 60 sites, ensuring seamless operational delivery of services. - Effectively helmed Kitt's Customer Operations, overseeing complex customer service operations, adeptly handling vulnerable customer cases, resolving complaints, and optimizing back-office processes. - Contributed to the development and execution of strategic operations initiatives, optimising resource procurement, establishing performance benchmarks, and elevating the overall customer journey. - Reorganised the team post-restructure, led and nurtured a multifaceted team, cultivating a culture of high performance within a dynamic working environment. - Cross-collaborated with different business areas to achieve notable enhancements in customer satisfaction while effectively reducing operational costs and consistently tracking performance metrics. - Maintained rigorous compliance standards, adeptly managed budgets, and nurtured productive relationships with third-party partners. Show less



Treatwell

• United Kingdom
• Internet Publishing
• 500 - 600 Employee

• Director of Customer Success UK&IE

  • Jul 2022 - Apr 2023

  - Owner of the Customer Success function, driving customer lifetime value by defining the customer journey. - Accountable for Onboarding, Engagement, Customer Experience and Community Management of Treatwell's partner base in the UK and Ireland- currently at 7000 partners. - Lead, expand, and mentor the Customer Success teams by setting the strategy. Collaborate and support UKIE leaders to provide insights that will provide actionable outcomes for Treatwell’s strategic direction. -… Show more - Owner of the Customer Success function, driving customer lifetime value by defining the customer journey. - Accountable for Onboarding, Engagement, Customer Experience and Community Management of Treatwell's partner base in the UK and Ireland- currently at 7000 partners. - Lead, expand, and mentor the Customer Success teams by setting the strategy. Collaborate and support UKIE leaders to provide insights that will provide actionable outcomes for Treatwell’s strategic direction. - Deploying programs to help drive business value with customers, propose new features based on use-cases; collaborate across teams to identify and pursue customer growth opportunities focused on retention and software usage for the Treatwell B2B customer base. and prioritising Objectives and Key Results (OKRs); hiring, training, and developing a world-class team. - Ownership over reporting for the team's performance, identifying trends and opportunities for improvement. - Drive clear communication regarding performance against weekly and monthly targets. Identify reporting issues, gaps in processes, and drive timely resolution. - Lead a team of 4 managers, 3 Individual contributors and 20 specialists within the customer success business units. - Coach and develop team managers/ leads to improve their teams process and effectiveness with partners. - Engage partners effectively to drive usage on both SaaS and Marketplace so that they understand the maximum value of our platform to increase SaaS usage and protect retention. - Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organisation. - Set and support delivery of quarterly targets for each team, ensuring the customer success organisation is always optimally designed for purpose. - Cross collaboration with global functions in company wide initiatives. Show less - Owner of the Customer Success function, driving customer lifetime value by defining the customer journey. - Accountable for Onboarding, Engagement, Customer Experience and Community Management of Treatwell's partner base in the UK and Ireland- currently at 7000 partners. - Lead, expand, and mentor the Customer Success teams by setting the strategy. Collaborate and support UKIE leaders to provide insights that will provide actionable outcomes for Treatwell’s strategic direction. -… Show more - Owner of the Customer Success function, driving customer lifetime value by defining the customer journey. - Accountable for Onboarding, Engagement, Customer Experience and Community Management of Treatwell's partner base in the UK and Ireland- currently at 7000 partners. - Lead, expand, and mentor the Customer Success teams by setting the strategy. Collaborate and support UKIE leaders to provide insights that will provide actionable outcomes for Treatwell’s strategic direction. - Deploying programs to help drive business value with customers, propose new features based on use-cases; collaborate across teams to identify and pursue customer growth opportunities focused on retention and software usage for the Treatwell B2B customer base. and prioritising Objectives and Key Results (OKRs); hiring, training, and developing a world-class team. - Ownership over reporting for the team's performance, identifying trends and opportunities for improvement. - Drive clear communication regarding performance against weekly and monthly targets. Identify reporting issues, gaps in processes, and drive timely resolution. - Lead a team of 4 managers, 3 Individual contributors and 20 specialists within the customer success business units. - Coach and develop team managers/ leads to improve their teams process and effectiveness with partners. - Engage partners effectively to drive usage on both SaaS and Marketplace so that they understand the maximum value of our platform to increase SaaS usage and protect retention. - Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organisation. - Set and support delivery of quarterly targets for each team, ensuring the customer success organisation is always optimally designed for purpose. - Cross collaboration with global functions in company wide initiatives. Show less



Goji

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Customer Operations Manager

  • Nov 2020 - Jul 2022

  -Accountable for the delivery of Goji’s value proposition, managing client-facing teams: Client Support, Payments and Relationship Management. - Development and execution of short term action plans and long-term strategies to drive results. - Focused on process implementation, measurement and refinement in line with business goals. - Identification of future opportunities and development of strategies for increasing turnover and revenue. - Development of strategic relationships… Show more -Accountable for the delivery of Goji’s value proposition, managing client-facing teams: Client Support, Payments and Relationship Management. - Development and execution of short term action plans and long-term strategies to drive results. - Focused on process implementation, measurement and refinement in line with business goals. - Identification of future opportunities and development of strategies for increasing turnover and revenue. - Development of strategic relationships within partner accounts and internally. - Interface with the product teams to automate processes and track their performance. - Management of feedback channels to improve Goji’s customer journeys and what users want when it comes to the product. Show less -Accountable for the delivery of Goji’s value proposition, managing client-facing teams: Client Support, Payments and Relationship Management. - Development and execution of short term action plans and long-term strategies to drive results. - Focused on process implementation, measurement and refinement in line with business goals. - Identification of future opportunities and development of strategies for increasing turnover and revenue. - Development of strategic relationships… Show more -Accountable for the delivery of Goji’s value proposition, managing client-facing teams: Client Support, Payments and Relationship Management. - Development and execution of short term action plans and long-term strategies to drive results. - Focused on process implementation, measurement and refinement in line with business goals. - Identification of future opportunities and development of strategies for increasing turnover and revenue. - Development of strategic relationships within partner accounts and internally. - Interface with the product teams to automate processes and track their performance. - Management of feedback channels to improve Goji’s customer journeys and what users want when it comes to the product. Show less



Hostmaker

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Head of Customer Operations - UK

  • Nov 2019 - Apr 2020

  - Spearheaded daily operations and work with cross-functional teams to achieve organisational goals. - Supported management planning, forecast trends, and revised plans on an ongoing basis. - Strengthened and maintained current business through constant communication, dependable product delivery, and trustworthy relations. - Provided clear leadership, mentorship and strategic guidance to the operations team, ensuring that a customer-centric approach is embedded. - Oversaw the… Show more - Spearheaded daily operations and work with cross-functional teams to achieve organisational goals. - Supported management planning, forecast trends, and revised plans on an ongoing basis. - Strengthened and maintained current business through constant communication, dependable product delivery, and trustworthy relations. - Provided clear leadership, mentorship and strategic guidance to the operations team, ensuring that a customer-centric approach is embedded. - Oversaw the delivery of all KPI targets and the implementation of strategies aimed at maximising performance. - Led the relationship with external contractors and field-based teams. - Centralised all communication channels and defined team metrics. - Cross-collaborated with Global Operations to replicate initiatives allowing sustainable growth. - Developed solid internal partnerships with cross-functional teams inside and beyond operations. Show less - Spearheaded daily operations and work with cross-functional teams to achieve organisational goals. - Supported management planning, forecast trends, and revised plans on an ongoing basis. - Strengthened and maintained current business through constant communication, dependable product delivery, and trustworthy relations. - Provided clear leadership, mentorship and strategic guidance to the operations team, ensuring that a customer-centric approach is embedded. - Oversaw the… Show more - Spearheaded daily operations and work with cross-functional teams to achieve organisational goals. - Supported management planning, forecast trends, and revised plans on an ongoing basis. - Strengthened and maintained current business through constant communication, dependable product delivery, and trustworthy relations. - Provided clear leadership, mentorship and strategic guidance to the operations team, ensuring that a customer-centric approach is embedded. - Oversaw the delivery of all KPI targets and the implementation of strategies aimed at maximising performance. - Led the relationship with external contractors and field-based teams. - Centralised all communication channels and defined team metrics. - Cross-collaborated with Global Operations to replicate initiatives allowing sustainable growth. - Developed solid internal partnerships with cross-functional teams inside and beyond operations. Show less



Alterhome

• Spain
• Real Estate
• 1 - 100 Employee

• General Manager

  • May 2018 - Jul 2019

  - Structured the business by hiring a team specialised in marketing, business development, corporate sales, real estate and operations. - Refined operational model to allow scalability and increased portfolio in 40% . - Owned and managed the business P&L. - Set strategies and KPIs for each team. - Developed customer journeys focused on improving retention and satisfaction. - Built a solid process for customer acquisition and retention. - Redesigned the onboarding process… Show more - Structured the business by hiring a team specialised in marketing, business development, corporate sales, real estate and operations. - Refined operational model to allow scalability and increased portfolio in 40% . - Owned and managed the business P&L. - Set strategies and KPIs for each team. - Developed customer journeys focused on improving retention and satisfaction. - Built a solid process for customer acquisition and retention. - Redesigned the onboarding process, promoting a substantial efficiency increase. - Scaled the business and set up operations in 4 local markets and one international destination. Show less - Structured the business by hiring a team specialised in marketing, business development, corporate sales, real estate and operations. - Refined operational model to allow scalability and increased portfolio in 40% . - Owned and managed the business P&L. - Set strategies and KPIs for each team. - Developed customer journeys focused on improving retention and satisfaction. - Built a solid process for customer acquisition and retention. - Redesigned the onboarding process… Show more - Structured the business by hiring a team specialised in marketing, business development, corporate sales, real estate and operations. - Refined operational model to allow scalability and increased portfolio in 40% . - Owned and managed the business P&L. - Set strategies and KPIs for each team. - Developed customer journeys focused on improving retention and satisfaction. - Built a solid process for customer acquisition and retention. - Redesigned the onboarding process, promoting a substantial efficiency increase. - Scaled the business and set up operations in 4 local markets and one international destination. Show less



Home Select

• Spain
• Hospitality
• 100 - 200 Employee

• Head of Service and Operations

  • Sep 2016 - May 2018

  - Led operational functions, with ownership of the P&L and its performance. - Overall responsibility for more than +500 properties in Madrid, Valencia, Malaga and Seville offering daily and monthly rentals under our Home Club brand. - Country Manager responsible for both office and field teams (60 people) operating in Madrid, Valencia, Malaga and Sevilla. - Effectively cross collaborated with key stakeholders to improve home Select customer experience. - Identified areas of… Show more - Led operational functions, with ownership of the P&L and its performance. - Overall responsibility for more than +500 properties in Madrid, Valencia, Malaga and Seville offering daily and monthly rentals under our Home Club brand. - Country Manager responsible for both office and field teams (60 people) operating in Madrid, Valencia, Malaga and Sevilla. - Effectively cross collaborated with key stakeholders to improve home Select customer experience. - Identified areas of opportunity for improvement and led changes. - Implemented data Reporting focused on KPIs and objectives. - Acted as key point of contact for all strategic partnerships ensuring the company achieved operational goals. - Revised and developed new operational initiatives to increase the user experience. Show less - Led operational functions, with ownership of the P&L and its performance. - Overall responsibility for more than +500 properties in Madrid, Valencia, Malaga and Seville offering daily and monthly rentals under our Home Club brand. - Country Manager responsible for both office and field teams (60 people) operating in Madrid, Valencia, Malaga and Sevilla. - Effectively cross collaborated with key stakeholders to improve home Select customer experience. - Identified areas of… Show more - Led operational functions, with ownership of the P&L and its performance. - Overall responsibility for more than +500 properties in Madrid, Valencia, Malaga and Seville offering daily and monthly rentals under our Home Club brand. - Country Manager responsible for both office and field teams (60 people) operating in Madrid, Valencia, Malaga and Sevilla. - Effectively cross collaborated with key stakeholders to improve home Select customer experience. - Identified areas of opportunity for improvement and led changes. - Implemented data Reporting focused on KPIs and objectives. - Acted as key point of contact for all strategic partnerships ensuring the company achieved operational goals. - Revised and developed new operational initiatives to increase the user experience. Show less



onefinestay

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Customer Experience Manager

  • Dec 2015 - Sep 2016

• Contact Center Operations Manager

  • Jun 2014 - Dec 2015

• Key Accounts Operations manager

  • Jul 2012 - Jun 2014

• Operations Manager

  • Oct 2011 - Jul 2012



Pullman Hotels & Resorts

• France
• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Apr 2010 - Oct 2011



Maybourne

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Duty Manager

  • Sep 2007 - Apr 2010