Customer Success Manager

• May 2023 - Present

Account Manager

• Sep 2021 - May 2023

Managing four of the best universities in the world; I oversee and manage the entire relationship from onboarding to campaign creation, reporting and securing upsells. Stakeholders from my various clients will present me with briefs, these can be in the form of brand building, student recruitment and promoting research. After presenting a media plan, I present the plan, create the campaigns, optimise, and report on a weekly and quarterly basis. Managing four of the best universities in the world; I oversee and manage the entire relationship from onboarding to campaign creation, reporting and securing upsells. Stakeholders from my various clients will present me with briefs, these can be in the form of brand building, student recruitment and promoting research. After presenting a media plan, I present the plan, create the campaigns, optimise, and report on a weekly and quarterly basis.

Executive Customer Success Manager

• Feb 2021 - Sep 2021

I manage clients’ Facebook Ad Accounts to maximise their revenue from Facebook through creating the advert content, selecting which audiences to target and how to split the budget between different advert sets. I conduct analysis of all client’s websites to identify bottlenecks and solutions, as well as in-depth suggestions on how to improve their User Experience and maximise their Return on ad Spend. Constant analysis of advertising campaigns to maximise their revenue, reduce cost per click and ultimately to maximise their Return on ad Spend. Conducting weekly meetings with clients to report on the advert performance and to gather their feedback on content or audience-targeting changes. Show less

Customer Success Manager

• Oct 2018 - Feb 2021

Creating, implementing and analysing multi-channel journey orchestration through email, mobile app, mobile and desktop web and social media campaigns with daily analysis of statistics/UX to suggest improvements. I use advanced segmentation including AI and machine learning powered algorithms to reach the most applicable users such as lifecycle stages, churn/converting customers, inactive customers and silent customers. Responsible for 13+ customers in the UK, including brands such as Decathlon, Kiehl's, Yankee Candle, Lyle & Scott, AMBank (Malaysia) and Emma Mattress. Building my relationship with over 50 stakeholders from junior to senior level was a key priority to ensure a successful and fruitful partnership. Through GA analysis, stakeholder information and best-use cases, I generated £45,000 in revenue for Philips during Black Friday, £55,000 to Decathlon in 2020, optimised Emma Mattresses’ online adverts through algorithms and machine learning and improved Kiehl’s UX during Black Friday resulting in upwards of £8,000 in extra revenue Managed a team to create RFP strategy plans for GymShark and BT. I utilised my technical knowledge and knowledge of Insider’s platform to suggest the best use cases and products for GymShark and BT respectively. Show less

Junior Customer Success Manager

• Oct 2017 - Mar 2019

Responsible for building relationships with existing clients within the charity, care and retail sector to secure donations and find events to promote the Hospice in the Weald Finding and building relationships with wealthy individuals to secure donations. If the donation was secured, I would talk with them on a bi-weekly basis to inform them about what their donation was spent on Working closely with internal teams to improve the UX/UI of the website Managing contract contractions /churns by communicating with clients and reminding them of the importance of their donations Leading weekly meetings with my managers to provide an update on our donation targets Show less