Description

Whether you want clarity, accountability, or advice on helping your business grow—from IT through to customer success or operations—including implementing AI in your organisation, get in touch for a brief chat.

I have decades of experience in multiple industries, including:

1. Retail

2. IT

3. Customer success

4. Governance

5. Coaching

6. Strategy

7. AI Deployment

I can bring some or all of these to bear on the challenges you currently face.

Let's see if we can work together.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Bristol (up to 50km)

TLT LLP
Customer Outcome Officer
BANKING AND INSURANCE
April 2025 - December 2025 (8 months)
Bristol, UK
• • Revamped audit templates by modernising workflows and features, leading to a 25% acceleration in reviewer efficiency and faster compliance reporting to stakeholders within the organisation.
• • Aligned quality calibrations across teams, ensuring consistent standards to achieve 100% reduction in variances.
• • Standardised documentation criteria for evidence in audits, elevating traceability and simplifying external review readiness, saving 2 hours in preparation.
Customer Journey Audit Compliance
GHAR Homes Limited
Head of Operations and Customer Satisfaction
TRAVEL AND TOURISM
January 2022 - January 2026 (4 years)
Bristol, UK
• • Orchestrated daily activities across a portfolio of 5 properties, addressing maintenance requests within 24 hours, whilst ensuring top-tier service quality and maximising guest delight.
• • Elevated customer satisfaction by spearheading innovative strategies and bespoke outreach programmes, achieving a stellar 4.8/5 average satisfaction score across all customer touchpoints company-wide.
Project Management Administrative and Financial Manager Customer Journey Strategic planning Commercial strategy
Quadrotech
Customer Success Manager
DIGITAL AND IT
January 2018 - September 2019 (1 year and 8 months)
Bristol, UK
• • Drove $1.2M+ Net Revenue Retention (NRR) and maintained 98%+ client retention by prioritising unique outreach based on ARR tier, lifecycle signals, and renewal dates.
• • Directed the creation of personalised onboarding programmes for 60+ key accounts, decreasing time-to-value by 30% and contributing to a $2M+ upswing in Customer Lifetime Value (CLTV).
• • Pioneered a data-driven CSM strategy using HubSpot and Dynamics, resulting in a 60% surge in upsell pipeline and a 60% plunge in churn risk, surpassing goals.
• • Launched 5+ monthly feedback sessions with customers, directly informing the product roadmap and eliminating the top 3 causes of application crashes.
• • Led ten enablement sessions for sales and delivery teams, clarifying demo workflows and boosting overall sales confidence scores by 35%.
• • Deployed targeted email sequences to low-touch customer segments, ensuring top-of-mind awareness, reducing churn by 8%, and freeing up CSM capacity to focus on strategic accounts.
• • Empowered data-driven account prioritisation through insightful monthly reports, which directly contributed to 95% retention of strategic accounts and greater customer satisfaction scores.
Customer Journey Strategic planning Sales funnel SAAS Start-up