Experience

Beam

• United Kingdom
• Civic and Social Organizations
• 1 - 100 Employee

• Head of Operations

  • May 2023 - Present

  • Beam is an award-winning Tech for Good start-up and crowdfunding platform that supports homeless people and refugees into stable jobs and homes. • I lead a team of 70 Operations Executives and Team Leads who work directly with our customers to support them into jobs and housing. • I am responsible for building and streamlining processes, focusing on how to ensure we are set up for scale. I am also responsible for the performance of our contracts with Local Government authorities, and… Show more • Beam is an award-winning Tech for Good start-up and crowdfunding platform that supports homeless people and refugees into stable jobs and homes. • I lead a team of 70 Operations Executives and Team Leads who work directly with our customers to support them into jobs and housing. • I am responsible for building and streamlining processes, focusing on how to ensure we are set up for scale. I am also responsible for the performance of our contracts with Local Government authorities, and work with Team Leads to ensure that their team are hitting these targets. Show less • Beam is an award-winning Tech for Good start-up and crowdfunding platform that supports homeless people and refugees into stable jobs and homes. • I lead a team of 70 Operations Executives and Team Leads who work directly with our customers to support them into jobs and housing. • I am responsible for building and streamlining processes, focusing on how to ensure we are set up for scale. I am also responsible for the performance of our contracts with Local Government authorities, and… Show more • Beam is an award-winning Tech for Good start-up and crowdfunding platform that supports homeless people and refugees into stable jobs and homes. • I lead a team of 70 Operations Executives and Team Leads who work directly with our customers to support them into jobs and housing. • I am responsible for building and streamlining processes, focusing on how to ensure we are set up for scale. I am also responsible for the performance of our contracts with Local Government authorities, and work with Team Leads to ensure that their team are hitting these targets. Show less



Quiver

• United Kingdom
• Embedded Software Products
• 1 - 100 Employee

• Growth Lead

  • Aug 2022 - May 2023

  • Quiver is a technology start-up enabling companies to offer their shoppers emission free delivery through an e-commerce integration. • Using my knowledge of growing start-ups and experience working at the largest fintech company in Europe, I am able to create the foundations for this early stage start-up. • I oversee New Business, Marketing, Customer Success and Partnerships. Creating a sales and success strategy; using Google Collab and Trevor.io to build customer reports;… Show more • Quiver is a technology start-up enabling companies to offer their shoppers emission free delivery through an e-commerce integration. • Using my knowledge of growing start-ups and experience working at the largest fintech company in Europe, I am able to create the foundations for this early stage start-up. • I oversee New Business, Marketing, Customer Success and Partnerships. Creating a sales and success strategy; using Google Collab and Trevor.io to build customer reports; developing operational systems; conducting market research to identify ICP and our USP and working with customers to create joint marketing campaigns. • Collaborate closely with CEO and Founder to develop ICP and product market fit. Show less • Quiver is a technology start-up enabling companies to offer their shoppers emission free delivery through an e-commerce integration. • Using my knowledge of growing start-ups and experience working at the largest fintech company in Europe, I am able to create the foundations for this early stage start-up. • I oversee New Business, Marketing, Customer Success and Partnerships. Creating a sales and success strategy; using Google Collab and Trevor.io to build customer reports;… Show more • Quiver is a technology start-up enabling companies to offer their shoppers emission free delivery through an e-commerce integration. • Using my knowledge of growing start-ups and experience working at the largest fintech company in Europe, I am able to create the foundations for this early stage start-up. • I oversee New Business, Marketing, Customer Success and Partnerships. Creating a sales and success strategy; using Google Collab and Trevor.io to build customer reports; developing operational systems; conducting market research to identify ICP and our USP and working with customers to create joint marketing campaigns. • Collaborate closely with CEO and Founder to develop ICP and product market fit. Show less



Klarna

• Sweden
• Software Development
• 700 & Above Employee

• Strategy & Enablement Lead, In-Store

  • Jan 2022 - Aug 2022

  • Klarna is the world's second largest Fintech company, with products ranging from BNPL to Virtual Shopping. • Go To Market strategy for Klarna’s In-Store launch in the UK. • Trained Account Managers on the In-Store product and built operational success templates that were rolled out nationwide. Presented these in workshops that were attended by over 300 stakeholders internally, and supported onboarding of hundreds of retailers. • Worked with both internal and external stakeholders to… Show more • Klarna is the world's second largest Fintech company, with products ranging from BNPL to Virtual Shopping. • Go To Market strategy for Klarna’s In-Store launch in the UK. • Trained Account Managers on the In-Store product and built operational success templates that were rolled out nationwide. Presented these in workshops that were attended by over 300 stakeholders internally, and supported onboarding of hundreds of retailers. • Worked with both internal and external stakeholders to create launch and success plans for marquis accounts. By building trust with these stakeholders, I was able to understand their specific challenges and translate these into tailored plans. • I co-ordinated with over 60 people to create a national marketing campaign for the In-Store launch which included CRM, OOH and In-App Advertising. • Key to the success of this role was networking with internal teams across Account Management's Leadership, Marketing, Product, Design, Legal, Compliance and Data. I had to identify key stakeholders, build relationships with and keep them engaged in the In-Store proposition.

• Head of Customer Success, Virtual Shopping

  • Oct 2021 - Jan 2022

  After joining Klarna as part of the Hero acquisition, I led the commercial strategy for the merge. Due to my success in this role, I was asked to move to a Global Strategy team by the Senior Leadership Team.



HERO®

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Global Head of Customer Success

  • Sep 2019 - Oct 2021

  • Employee number 6 at Hero, which went on to be acquired for £200 million by Klarna. Hero was a technology start-up that worked with retailers to connect their in-store sales associates with e- commerce customers through an online chat tool. Hero's customers included LVMH, Three Mobile and Levi's. • Oversaw the relationships of over 250 customers globally, with a total Annual Recurring Revenue of over £20 million. During my time in this role, Hero had a 97% retention rate and saw average… Show more • Employee number 6 at Hero, which went on to be acquired for £200 million by Klarna. Hero was a technology start-up that worked with retailers to connect their in-store sales associates with e- commerce customers through an online chat tool. Hero's customers included LVMH, Three Mobile and Levi's. • Oversaw the relationships of over 250 customers globally, with a total Annual Recurring Revenue of over £20 million. During my time in this role, Hero had a 97% retention rate and saw average ARR increases of 30% per account. • Worked with Senior Leadership Team to evolve company strategy in what was a tumultuous few years for the Retail industry. This encompassed product roadmap, commercial modelling and sales strategy. • I worked with the COO to build processes and amend operations to adjust to the rapid growth Hero experienced; from 5 to over 250 customers over the course of four years. • Line managed a team of 16 who were based across Europe, Asia and the Americas. These individuals ranged from Senior Managers through to Assistants.

• Founding Senior Customer Success Manager

  • May 2017 - Sep 2019

  • As Hero's first Customer Success Manager, I was responsible for driving the performance of and maintaining relationships with Enterprise, Mid Market and SME customers, including JD Sports PLC, Burberry and Unieuro. • Built our Customer Lifecycle which became Hero's distinguisher in the market. This became the company resource for all internal teams to understand our customer, and was integrated by HR into the onboarding of all new staff. • Developed and delivered training to over… Show more • As Hero's first Customer Success Manager, I was responsible for driving the performance of and maintaining relationships with Enterprise, Mid Market and SME customers, including JD Sports PLC, Burberry and Unieuro. • Built our Customer Lifecycle which became Hero's distinguisher in the market. This became the company resource for all internal teams to understand our customer, and was integrated by HR into the onboarding of all new staff. • Developed and delivered training to over 8,000 sales associates globally. Created a train the trainer platform to scale this. Worked with Data team analyse data on associate performance, feature usage, and engagement; used this to continuously iterate on the training strategy. • Responsible for creating and delivering Quarterly Business Reviews to our customers. This engaged top Executives and resulted in account growth.



Levi Strauss & Co.

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Floor Manager

  • Jan 2016 - May 2017

  As a Floor Manager, I specialised in training and coaching all new and existing team members in product, service and customer experience. As a Floor Manager, I specialised in training and coaching all new and existing team members in product, service and customer experience.



Gap Inc.

• United States
• Retail
• 700 & Above Employee

• Supervisor

  • Jul 2015 - Feb 2016

• Senior Sales Assistant

  • Oct 2012 - Jul 2015