Customer Success Manager

• May 2022 - Present

Supporting clients to set up and manage their consultation projects on the Future Fox's proprietary PlaceBuilder platform, helping them to maximise community engagement and response rates, as well as develop the commercial relationship. Duties include (but not limited to): - Plan, create and execute an integrated social media strategy, including copywriting, image creation and other design work. - Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction with our platform and service - Review customer concerns and seek to improve the customer experience - Implement practical client support like writing engaging copy, running workshops and summarising results - Work cross-functionally, as the client representative, project managing deliverables - Promote the value of The Future Fox products, and upsell, promoting value through customer experience - Build customer and partner relationships to sustain and grow revenue - Optimise existing processes within the company and actively enhance all Customer Success initiatives Show less

Head of Content and Customer Services.

• Oct 2019 - Mar 2022

First point of contact with stakeholders, HNWI customers and took the lead in conflict resolution and escalation of customer complaints to our FCA appointed regulators. Managed and delivered KPIs for the customer services department. Reporting, monitoring and analysis of key metrics,such as NPS and CSAT. Created and executed integrated social media strategies, including engagement, community management, and campaign ideation and execution. Managed and trained a content and customer services team to the highest standards. Built positive engagement with a community of over80,000 members, whose primary interests were cryptocurrency/defi and investing. Was the primary point of contact between senior management and the community, attending the department heads' stand up and reporting on CSAT, NPS and providing insight and guidance to drive marketing and product development. Lead a small team in creating video, graphic and written content to help educate our community about product development, new features and other aspects of a complex business model. Wrote, designed and executed email communications using 'Autopilot' and managed our community databases therein. Took the lead in dealing with customer issues, bug reporting and complaints, working directly with the product team to ensure each and every customer had an overall positive experience. Worked as part of a decentralised team, using collaborative tools to meet deadlines, with a proven ability to self-motivate and manage my time effectively. Show less

Catering Manager

• Nov 2013 - Sep 2020

Head Chef

• Jan 2013 - Nov 2013

Agency Chef

• Jun 2012 - Jan 2013

Head Chef

• Feb 2010 - Jun 2012

In my current role as the head chef of this well known boutique hotel and restaurant I am responsible for a team of 8 chefs and kitchen assistants including their on going support and training. Control of all costs relating to food and staff. Development of new and inovative menus (including costings) that change seasonally. Stock taking, Rota development and control. Implementation, monitoring and development of health and safety controls. This is also where I achieved my credit pass in Intermediate food hygiene. Show less

Senior Sous Chef

• Sep 2008 - Feb 2010

My main responsibility outside of day to day running of the kitchen in this role was Menu development, as one of the most highly regarded and busy restaurants in Edinburgh it was my responsibilty to ensure that our menus were changed seasonally and not only reflected the season in terms of the ingredients but also maintained the highest possible standard in terms of quality and innovation expected by our customers. Of course each new menu also had to be carefully costed. I left this position when I was asked by the executive chef to take over at Ricks . Show less

Chef

• Jun 2008 - Sep 2008

Flexibility was key in this role, working at various placements dealing with various styles of food from Fine Dining at the Scottish Parliament to contract catering work. My duties varied from role to role but always require excellent time keeping, ability to perform to the clients' individual needs, working under pressure and to the clients set time lines and theability to respond at short notice. Flexibility was key in this role, working at various placements dealing with various styles of food from Fine Dining at the Scottish Parliament to contract catering work. My duties varied from role to role but always require excellent time keeping, ability to perform to the clients' individual needs, working under pressure and to the clients set time lines and theability to respond at short notice.

Assistant Manager

• Nov 2007 - Jun 2008

My responsibilities in this position included filling in for the General Manager In her absence. Managing a large team of restaurant and kitchen staff. Ordering dry and wet stock. Cashing up, Stock taking, interviewing new members of staff and handling their staff details. Dealing extensively with the public, complaint and grievance handling and general charge of an exceptionally busy restaurant. Also completed several courses in my time with the group, including food hygiene and My responsibilities in this position included filling in for the General Manager In her absence. Managing a large team of restaurant and kitchen staff. Ordering dry and wet stock. Cashing up, Stock taking, interviewing new members of staff and handling their staff details. Dealing extensively with the public, complaint and grievance handling and general charge of an exceptionally busy restaurant. Also completed several courses in my time with the group, including food hygiene and

Junior Sous Chef

• Nov 2005 - Oct 2007

My responsibilities in this, one of Edinburghs most prestigious 5 star hotels was the day to day management of the hotels busiest kitchen, which dealt with the majority of breakfast, lunch and dinner a la carte trade. Supervision of staff, ordering through requisition, Development of the table d'hote menus which changed on a weekly basis, monitoring of food safety issues and producing food of the highest standard. I also assisted in the banqueting and fine dining restaurants regularly. My responsibilities in this, one of Edinburghs most prestigious 5 star hotels was the day to day management of the hotels busiest kitchen, which dealt with the majority of breakfast, lunch and dinner a la carte trade. Supervision of staff, ordering through requisition, Development of the table d'hote menus which changed on a weekly basis, monitoring of food safety issues and producing food of the highest standard. I also assisted in the banqueting and fine dining restaurants regularly.

Demi chef de partie

• Apr 2005 - Nov 2005

My responsibilities on this, the world's largest ocean going liner, included preparation and service on the fish and pasta section of the ship's 2 fine dining restaurants (served by one Kitchen) with a total of 400 covers when full capacity. Food was of the highest standard, during this time I worked under Chef Terry Greenwood who was captain of the British culinary olympic team at the time. I left as I was asked by the chef of the Caledonian to return. My responsibilities on this, the world's largest ocean going liner, included preparation and service on the fish and pasta section of the ship's 2 fine dining restaurants (served by one Kitchen) with a total of 400 covers when full capacity. Food was of the highest standard, during this time I worked under Chef Terry Greenwood who was captain of the British culinary olympic team at the time. I left as I was asked by the chef of the Caledonian to return.

Chef de partie

• Dec 2000 - Apr 2005

My responsibilities in this position include preparation and service of food to a consistently high standard, ordering through requisition, filling in during the absence of the Sous chef, dealing with members of the public and working as part of a dynamis and passionate team of chefs. My responsibilities in this position include preparation and service of food to a consistently high standard, ordering through requisition, filling in during the absence of the Sous chef, dealing with members of the public and working as part of a dynamis and passionate team of chefs.

Head Chef

• Nov 1999 - Dec 2000

My responsibilities in this busy bar and restaurant included food preparation service of Tapas style food, food ordering, staff management, stock taking, production of a Kitchen health and safety Manual for the Albatross Leisure Group of which Baracoa was a part, and food safety. My responsibilities in this busy bar and restaurant included food preparation service of Tapas style food, food ordering, staff management, stock taking, production of a Kitchen health and safety Manual for the Albatross Leisure Group of which Baracoa was a part, and food safety.