Business Transformation Manager

• Jun 2022 - Present

Responsible for analysing, transforming and maintaining organisational performance across all areas of the business. A focus on data and its centrality to all parts of the business to enable smart decision making.Tasked with assessing current practices, identifying and developing business process and system improvements, implementing changes in workflows, structures and teams to ensure accelerated company transformation & growth.

Head of Operations

• May 2020 - Jun 2022

- Focus on and implementation of improvement strategies for innovation of processes to increase efficiency, reduce costs and increase profitability.- Overhauled and enhanced implementation of Zendesk and other systems within customer care and wider teams across the business.- Proactive management and responsibility for all projects and revenue streams from the professional service teams.- Developed strong relationships with clients as senior point of contact, with special attention given to customer satisfaction. Show less

Head of Operations

• Jul 2015 - May 2020

- Managed growth of multiple departments to deal with the expansion of the company, whilst maintaining service level agreements & exceptional customer service.- Headed up team for full brand change process to reclassify business as an Agency.- Overhaul of data collection & analysis across our recruitment platforms, SQL reports and database restructuring to allow joined up analysis & intelligent selling.- Creation, transformation & management of section of Marketing team to allow specialisation and focus on PPC & external advertising. Recalibration of goals and conversion tracking to ensure cost-savings and increased profitability.- Advancement of staff, facilitating more sophisticated design capabilities & web development. Moving from simpler flat HTML and Bootstrap sites supported by Wordpress, to more complex SCSS and PHP driven projects tracked via Git allowing for quicker, easier updates, and therefore scalability and increased profitability.- ‘Big Data’ project ensuring all sales data is updated in real time and accessible by senior management. Integration of Google Sheets with Salesforce enabling automated and dynamic updates to data.- Overseeing Project Manager’s delivery of all large projects across the business, ensuring project time-scales are met. Show less

Operations & Project Manager

• Mar 2014 - Jun 2015

- Management of Production & Support Team. Overhaul of customer service system, in-depth reporting on key performance indicators and monitoring of service level agreements, via Zendesk.- Creation and expansion of web development offering to clients, forming crucial part of managed recruitment offering.- Small project development work to streamline applicant tracking system, allowing quicker easier rollouts to clients.- Managing our 3rd party development team to oversee continuous development of the system, fixing bugs, and responding to client comments and feedback.- Carrying out high level testing for large releases and delegation of smaller items amongst the team allowing the quickest, yet safest route to deployment possible. Show less

Operations & Project Lead

• Jun 2013 - Feb 2014

- Responsible for all SaaS rollouts/migrations such as applicant tracking system and talent pools, providing project management and support for both new product development and bespoke client projects.- Set up, customisation and launch of Salesforce CRM. Implementation of validation rules to allow structured data for reporting end to end of all sales processes.- Client training sessions on bespoke systems. Feedback used to develop products in line with customer needs and requests. - Operational supervision of the customer service and support team, along with responsibility for internal process and service improvements. Show less

Digital Marketing Executive

• Sep 2012 - Jun 2013

- Created and oversaw rapid growth of company social media platforms, attracting new candidates and customers. Large increase in traffic to all company websites.- Responsible for Google Analytics, monitored site usage & tracking of user journeys.- Instigated improving company-wide efficiencies, including Google Drive promoting collaborative working.- Pitched successful business plan, and facilitated migration of company from servers to cloud via Dropbox.

SEO Executive/Account Manager

• Oct 2011 - Sep 2012

- Extensive keyword research for the SEO Department, technical audits, competitor analysis and content strategies. - In-depth involvement pitching new business alongside Sales Director, presented and explained SEO and Social Media proposals, including Selfridge’s & Radley. - Extensive keyword research for the SEO Department, technical audits, competitor analysis and content strategies. - In-depth involvement pitching new business alongside Sales Director, presented and explained SEO and Social Media proposals, including Selfridge’s & Radley.

Chef De Partie

• Nov 2010 - Jun 2011

Chef De Partie

• Sep 2009 - Nov 2010