Experience

Upland Rant & Rave

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2021 - Present

  Upland Rant & Rave provide customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service… Our solutions offer our clients the visibility of how to reduce customer effort and take real-time inspired action – giving their brand the opportunities to transform Ranters into Ravers and happy customers into engaged lifelong advocates. • Design and optimise VoC and VoE programmes • Deliver insight-led reviews to drive CX improvement activities • Train and advise clients on how to leverage Uplands’ broad range CX products to deliver outstanding customer experience • Responsible for customer adoption, retention, and satisfaction • Maximize customer value from their investment • Drive long-term client satisfaction and growth through in-depth business understanding • Support with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe • Monitor adoption rates and provide actionable insight to Customers • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice • Clients include: Sky, Thames Water, Sage, Hastings Direct, BBC, Cadent Gas and Standard Life amongst others Show less



DHL

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Life Sciences and Healthacare

  • Dec 2020 - Jul 2021

  Interim role to help the fight against COVID 19. Interim role to help the fight against COVID 19.



Ipsos UK

• United Kingdom
• Market Research
• 700 & Above Employee

• Associate Director

  • Oct 2018 - Dec 2020

  The purchase of GfK Research by Ipsos MORI now allows me to further my career in CX Research and Insight with a global company that create and integrate knowledge that inspires its clients to make better decisions. • Client and team direction on compliance, product recommendation and customer engagement driven through mystery shopping programs • Client facing strategic business reviews to increase regulatory compliance and drive change through customer satisfaction • Analysis and presentation of data to provide analytical, actionable insights to improve compliance levels, customer engagement and financial performance • Qualify client needs and objectives through proactive communications, attention to detail and effective team skills delegation • Increasing current client revenue through consultative collaborative sales and strategic growth plans • Identify and initiate new business opportunities, including leading pitch meetings and reviewing sales strategies • Development and presentation of proposals, tenders, RFPs, financial forecasts and contractual agreements • Define and track programme revenue and profitability against measured forecasts and KPIs • Developing long-term, mutually beneficial, strategic relationships with clients and associated third party suppliers • Senior Management team member • Daily programme direction and internal team management and growth setting • Team management to ensure client satisfaction and account development • Team coaching, mentorship and skill development • Clients included: Telefonica, British Telecoms, Amazon, Nespresso, Disney Store, Debenhams, Samsung and others Show less



GfK - An NIQ Company

• Germany
• IT Services and IT Consulting
• 700 & Above Employee

• Associate Director

  • Sep 2016 - Dec 2020

  • Client and team direction on compliance, product recommendation and customer engagement driven through mystery shopping programs • Client facing strategic business reviews to increase regulatory compliance and drive change through customer satisfaction • Analysis and presentation of data to provide analytical, actionable insights to improve compliance levels, customer engagement and financial performance • Qualify client needs and objectives through proactive communications, attention to detail and effective team skills delegation • Increasing current client revenue through consultative collaborative sales and strategic growth plans • Identify and initiate new business opportunities, including leading pitch meetings and reviewing sales strategies • Development and presentation of proposals, tenders, RFPs, financial forecasts and contractual agreements • Define and track programme revenue and profitability against measured forecasts and KPIs • Developing long-term, mutually beneficial, strategic relationships with clients and associated third party suppliers • Senior Management team member • Daily programme direction and internal team management and growth setting • Team management to ensure client satisfaction and account development • Team coaching, mentorship and skill development • Clients included: Telefonica, British Telecoms, Amazon, Nespresso, Disney Store and B&Q amongst others Show less



Market Force Information

• United States
• Market Research
• 300 - 400 Employee

• Key Account Manager

  • May 2013 - Sep 2016

  • Key Account Management of customer engagement programmes: mystery shopping, customer satisfaction surveys and panel research amongst others for key strategic clients • Analysis of data to provide analytical, actionable insights to help multi-location businesses identify actions required to increase customer loyalty and improve financial performance • Engagement and consultation across all hierarchies of the business from board to location level • Understand client objectives and qualify client needs through proactive communications • Increasing revenue through consultative collaborative sales and strategic growth plans • Roadshow, conference and one-on-one presentations and training sessions of insights and reporting suite best practice, KnowledgeForce™ • Development and presentation of proposals, tenders, RFPs, financial forecasts and contractual agreements • Daily programme management and internal team liaison • Producing weekly, monthly, quarterly and ad-hoc reports and presentations • Define and track programme revenue and profitability against measured forecasts and KPIs • Developing long-term, mutually beneficial, strategic relationships with clients and associated third party suppliers • Clients included: William Hill, Alphega Pharmacy, Nisa, The AS Watson and Marionnaud Europe Groups (Superdrug, The Perfume Shop, Savers and Marionnaud Italy) ISS World, Domino’s Pizza UK and Turkey amongst others Show less



CPM UK

• United Kingdom
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Account Manager

  • Jan 2012 - Nov 2012

  • Working closely with the Account Director to prospect, pitch & close new business. • 60/40 split Internal and External Communications. • Ownership of internal communications to grow the Air division with in CPM. • Print management of all Air workflow internally and externally. • Drove employee engagement to boost Air’s growth internally. • Project management of internal and external clients including field staff briefings etc. • Gaining a strong knowledge and understanding of a clients’ brand and products. • Involved in the day to day management of clients. • Development, participation and presentation in client meetings, staff training, events and road shows. • Campaign conceptualisation, writing creative briefs and creative direction. • Address client concerns and ensure the resolution of issues in a timely manner. • Maintaining contact with clients - giving them regular updates. • In charge of budgets, administration, project management and delivery. • Oversee existing campaigns to grow key accounts. • Retain accounts through the development of strong relationships with key decision makers. • Clients included: Kraft, P&G, Burtons Biscuits, Mars, GSK, Asda Show less



Tagaz

• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Advertising and Communications Manager

  • Feb 2009 - Nov 2011

  • Develop and approve all corporate and retailer advertising, including creative concepts, photography, budgets etc. for all brands (passenger cars and commercial vehicles): Tagaz, Hyundai, JAC and BYD • Development of 360° fully integrated marketing strategy • Development and deployment of through-the-line advertising and communication campaigns • Analysis and monitoring of market trends and campaign efficiency • Executive engagement • Strategic planning • Project/event management • Supplier management • Team management and recruitment • Brand custodian • Dealer operation consultation with the development and production of manuals, sales training guides and implementation of corporate identity at dealer/service centres Show less



Bridge Advertsing

• United Kingdom

• Account Manager

  • Mar 2008 - Nov 2008

  • Source and acquire potential new clients. • Provide input in strategic planning sessions. • Attend client meetings, briefs and ensure adherence to project needs, timelines and budget. • Provide integrated creative direction from concept to finalisation. • Oversee creative studio and production team. • Clients included: Yamaha, Right Move, Rugby Union, and English Cricket Board amongst others. • Source and acquire potential new clients. • Provide input in strategic planning sessions. • Attend client meetings, briefs and ensure adherence to project needs, timelines and budget. • Provide integrated creative direction from concept to finalisation. • Oversee creative studio and production team. • Clients included: Yamaha, Right Move, Rugby Union, and English Cricket Board amongst others.



Nicola-J Advertising & Promotions

• South Africa

• Creative Account Manager

  • Mar 2006 - Sep 2007

  • Provided fully integrated creative direction for various campaigns and projects to meet specific client needs and budget requirements. • Managed and presented brief, brainstorm and pitch meetings. • Conceptualisation and implementation of creative work, copy writing and editing. • Provided cost/budget and scheduling input for individual campaigns. • Sourced innovative, fresh ideas for advertising and PR campaigns. • Managed desktop operators in terms of adhering to brief and needs of each specific client. • Undertook research into competing brands on behalf of individual clients. • Clients includes: GSK, Schering, Bayer, Schering-Plough, Aspen Pharmaceuticals and MSD. Show less



Hubby # 2

• South Africa

• Owner/Director

  • Jan 2005 - Mar 2006

  • Initially grew business by 25% solely through word-of-mouth advertising in the first two months. • Gained new business through the development and implementation of a marketing plan. • Liaised with individual clients regarding their requirements, budget and time parameters. • Project management across several sites/contracts simultaneously. • Managed a team of skilled site staff and a marketing assistant/office administrator. • Recruitment, training and management of staff. Quotations, invoicing and general management accounting/office administration. Show less



Quali Component Parts

• South Africa

• Managing Partner - Interim

  • Jan 2004 - Jan 2005

  • Formulated and implemented a marketing plan. • Business broke even after five months and increased in sales/profitability by an average of 15% each month. • Managed the marketing and sales team, providing training, guidance and support. • Developed and implemented an incentive programme for marketing and sales staff. • Oversaw office administration, invoicing, general managerial accounting and procurement. • Recruited and trained staff. • Sourced new clients and increased existing client profitability. • Complied and presented monthly management reports. Show less



Jungle Room (Sudler & Hennessey)

• South Africa

• Creative Account Director

  • Sep 2001 - Dec 2003

  • Provided input in strategic planning sessions for the company and its clients. • Produced highly visual graphic designs and artwork for advertising and marketing materials. • Attended brief meetings, analysed requirements, established and ensured adherence to project timelines and budgetary constraints. • Commissioned photographers, filmmakers and artists. • Provided fully integrated art direction from concept to finalisation across multiple clients. • Managed, mentored and motivated a team comprising of contractors and permanent staff. • Gave direction and oversaw desktop operators and production team • Clients included: GSK, Schering, Schering-Plough, Abbott, Aspen Pharmaceuticals and others. Show less



On Top Marketing

• South Africa

• Creative Account Director

  • Jul 2000 - Aug 2001

  • Provided integrated creative direction for various campaigns meeting the specific needs of each. • Attended brief and pitch meetings, explaining specific details to prospective clients. • Liaised with individual clients together with Account Managers to collaboratively brainstorm ideas concerning the brief and the campaign objectives. • Conceptualization and implementation of creative work whilst researching competitors. • Provided cost/budget and scheduling input for individual campaigns. • Managed a team of 2 junior account managers and studio staff. • Sourced innovative, fresh ideas for advertising and PR campaigns. • Clients included: Piz Buin, Pantaloc, Agiolax and other key brands. Show less



Grey Healthcare

• South Africa

• Creative Art Director

  • Feb 1996 - Jul 2000

  • Attended brief and pitch meetings with prospective clients and presenting creative work. • Conceptualization and implementation of creative work • Provided fully integrated art direction from concept to finalisation across simultaneous projects. • Liaised with individual clients together with Account Managers to collaboratively brainstorm ideas concerning the brief and the campaign objectives. • Clients included: GSK, Schering, Bayer, Schering-Plough, Abbott, Aspen Pharmaceuticals, MSD, GlaxoWellcome, Whitehall, Norvatis, Pharmacare and more. Show less



Ogilvy & Mather

• South Africa

• Trainee Art Director

  • Sep 1994 - Jan 1996

  • Created designs, concepts, and sample. • Met with the Account Management team to discuss the client's requirements. • Research to gain a better understanding on the target audience, client/product and the market. • Established relationships with clients, peers and superiors. • Basic trainee role of learning all one can and helping wherever required. • Created designs, concepts, and sample. • Met with the Account Management team to discuss the client's requirements. • Research to gain a better understanding on the target audience, client/product and the market. • Established relationships with clients, peers and superiors. • Basic trainee role of learning all one can and helping wherever required.