Description

I’m a hands-on Programme Management and Customer Success professional with international experience across UK, EMEA, APAC, LATAM geographies (B2B & B2C). Having worked for start-ups, corporates, and digital agencies. My career background spans Customer Engagement, Team Leadership, Support, and Operations. With strong technical and business acumen, I’ve built a track record of executing projects and exceptional customer outcomes through strategic insight, collaboration, and a confident, people-first approach.

Having empathetic and people-focused approach, with the ability to see the bigger picture while maintaining attention to detail. I take a holistic view across customer success, programme delivery, and operational performance, balancing both strategic intent and meeting goals. I am comfortable with ambiguity, an operating across fast-moving, distributed teams where clarity, adaptability, and collaboration are essential. - A seasoned hybrid and remote worker of 15+ years.

TECH, TOOLS & PLATFORMS

- Salesforce | Totango | Tableau | Gainsight | WordPress

- Microsoft 365 | Google Workspace | Slack | Teams | Zoom

- AWS / Azure (working knowledge)

- Mobile, Mac, Linux, iOT, Microsoft Stack, Virtualisation, IP Networking, WiFI

- AI-tooling: e.g. Claude, Gemini, ChatGPT. - General agentic LLM usage

Industry Exposure

AFFILIATIONS:

- The Charted Institute for IT (Professional Member)

- The Customer Success Association (Associate Member)

- Voltunteering offering IT Support / How-to

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

London (up to 50km)

FoundryCo (Formerly IDG)
(Contract) Programme Manager, Customer Experience.
PUBLISHING
November 2021 - May 2023 (1 year and 6 months)
London, United Kingdom
Led EMEA customer engagement programmes across Foundry/IDG's technology brands:

CIO, ComputerWorld, CSO, Tech-Advisor, Mac-World and Tech-Talk.

Running client creative projects and campaigns for Webcasts, Whitepapers, Podcasts, eBooks, Articles and Events. Ensuring each project was resourced, delivered on time within budget, and met the agreed contractual client targets. In addition to my core role, I was an active coach in Foundry's mentoring programme.
Podcasting IT Project Management Social media Events Web project management
Freelance Work
(Freelance) Programme Management. Contractor
DIGITAL AND IT
September 2020 - October 2021 (1 year and 1 month)
London, United Kingdom
During this period and through the pandemic, I worked on several short-term assignments focusing on, Business Strategy, Gap Analysis, Digital Transformation and Operational Improvement. With the goal of future-proofing the business, increasing company growth, employee wellbeing and Customer Success.

Notable roles during this time 2020 to 2021:
Programme Manager, Client Solutions, at AML RightSource (SaaS Fintech) Managing KYC - 'Know your client' projects working with internal and external stockholders, focusing on governance and software implementations, client success.
Programme Manager - at Purpose-Programmes an NHS partner. Supporting the Norfolk and Suffolk NHS trust, managing staff wellbeing events, trust stakeholders, resource planning and technical work-streams, and general project governance.
Operations Project Management - at Mental Health at Work (mhaw.uk.com) Focusing on internal Operations, Gap Analysis, and smarter ways of working with the available tech resources.
Project Management customer success SAAS Mental Health Process facilitation
Telefónica / O2
Business Programme Manager, UK IoT Team
TELECOMMUNICATIONS
June 2019 - January 2020 (7 months)
United Kingdom
Owned all projects and work-streams, process implementation and governance, for the UK IoT Inside Sales Programme, which launched in June 2019. Scoping/running external Partner and Public Sector activities to ensure client success, and strategic value to the O2 team and its stakeholders.

Key projects completed: Support Service-wrap creation for UK Public Sector Smart Metre deployment, MS Dynamics 365 CRM rollout, Dynamics based Partner Web-Portal launch, O2 eSim and LTE-M product rollout, Partner Success Strategy. Daily Team Governance. RAID Management RACI\Risk tracking.
Telecoms Project Management Business Support Operations Internet of things