Helping build the future of mineral exploration with AI-enhanced predictive targeting.
VP, Client Delivery | VRIFY
Sep 2023 - May 2024 | SaaS
Helping the mining industry transform complex geological data and 360° site maps into captivating 3D models to build interactive and impactful presentations to investors and shareholders.
► ensuring data transformation, 3D modeling, image production, implementation and client success teams deliver an awe-inspiringly easy and memorable customer journey.
Senior Director, Service Delivery | Trulioo
Feb 2022 - Sep 2023 [1 yr 8 mos] | Regtech
Improving the efficiency and effectiveness of orchestration, onboarding and support operations and processes to digital identity (KYC, KYB, Document Verification) customers across Crypto, Finance, Marketplace and Social Media industries.
► responsible for strategy and day-to-day operations of Trulioo’s world-class Implementation, Customer Experience, and Incident Management teams.
► accountable for guaranteeing Trulioo's post-sales reputation for delivering an ongoing white-glove, high impact, low effort customer experience.
► partnering with Product, Engineering, Sales and Data Science to support development, QA, release, automation and go-to-market initiatives.
► building out regional service footprints in EMEA and APAC to cater to 24/7/365 service demands of global, enterprise-scale customers.
► augmenting CRM (Salesforce) and BI (Tableau) reporting to leverage customer, business and product data and insights in decision making.
► enabling and empowering service teams through career pathing and personal development to adapt to and innovate in a rapidly changing environment.
Director, Client Services | Global Relay
May 2019 - Jan 2022 [6 yrs 3 mos] | Fintech
Directed and lead strategy, operations and performance of post-sales Implementation, Training, Technical Support, Professional Services, Business Analysis and Service Delivery teams with ~100 employees across 4 countries servicing 20,000+ financial customers.
► responsible for the entire post-sales customer lifecycle from the initial streamlined provisioning of new services to highly responsive technical support and time and security sensitive data management operations.
► developed highly adaptive approaches to supporting archiving and workflow needs of regulated finance and insurance entities and providing complex, audited and high security data management services.
► accountable for defining and championing policies, workflows and internal controls to manage high-risk areas with regulatory (IIROC, SEC, FINRA, FCA) oversight and subject to external (SOC2, ISO27001) audits.
► created and lead cross-functional Business Analysis and Service Delivery teams focused on identifying opportunities to optimize team and product performance and guarantee high service quality and availability.
Director, Data Services & Technical Support | Global Relay
Jul 2017 - May 2019 [1 yr 11 mos] | Fintech
Directed and lead strategy, operations and performance of post-sales Data Services and Technical Support teams servicing 20,000+ financial customers.
► lead and developed 2 customer-facing teams of 60+ employees in North America and Europe servicing the 24/7/365 technical support, data migration, eDiscovery and compliance requirements of enterprise and mid-sized customers across the global financial industry.
► leveraged multi-channel CRM and ticketing systems and streamlined process controls to enhance the effectiveness and security of support and data management services.
Associate Director, Data Services | Global Relay
Jul 2017 - May 2019 [1 yr 11 mos] | Fintech
8 figure revenue responsibility for the secure import, export and migration of confidential messaging data for a global customer base.
► assisted financial services customers comply with their regulatory obligations by efficiently and effectively meeting their data migration and data management needs for email, instant messaging & social media data.
► enhanced processes to securely and accurately import / export billions of messages to / from 3rd party systems in line with SOC2 and ISO27001 standards.
► credited with significantly boosting employee engagement and reducing churn with comprehensive suite of career planning and development opportunities.
Market Strategy & Planning | CHC Helicopters
Jan 2014 - Nov 2015 [1 yr 11 mos] | Aviation
Providing Executive Management and Board with strategic analysis and advice in servicing the Oil & Gas and Search & Rescue industries.
► redefined framework, tools and team skill sets for market strategy, program planning, industry analytics and financial performance measurement,
► implemented and managed cross-functional corporate, industry, market, competitor, customer and pricing research programs,
► advanced information sharing, knowledge building and decision-making capabilities through the leveraging of 3rd party datasets and internal ERP &CRM capabilities.
► introduced data governance standards and policies to enhance data management and reporting procedures and enhance the quality of business insights.
Consultant or interim manager providing advisory support and project or change management services to private and public sector clients, primarily in the areas of Strategic Planning, Program Management and Data Services, including :
► C-level development of program/systems management tools and KPIs for improving prioritization and performance of strategic project portfolios, along with facilitation of B2B and B2C strategy and business plan development workshops.
► business process re-engineering and change management activities to improve planning, operational, marketing and financial performance through a better understanding of external industry dynamics and the leveraging of internal knowledge, relationships and BI/CRM/ERP systems.
► management and analytics support for customer-focused transformation initiatives, including customer segmentation, loyalty programs, category management, direct and indirect marketing communications.
► interim management and provision of commercial due diligence, program management, investment risk assessments and operational support for commodity trading start-up.
Global Consumer Insight, Market Analytics, Business Planning | Imperial Brands
Nov 2002 - Aug 2004 [1 yr 10 mos] | Fast Moving Consumer Goods
Global responsibility for the provision of leading-edge consumer insights, market analytics and portfolio planning services.
► mentored global insights team of 75 employees across 20 countries to deliver leading-edge market and consumer insights capabilities.
► restructured global research, analytics and planning functions to improve cross-country marketing operations and coordinate on brand messaging.
► negotiated SLAs with leading support organisations to secure 7 figure cost savings as well as to improve scope, reach and output quality.
► developed and facilitated portfolio strategy programs for core, strategic and developing markets.
► restructured global toolkits for quantitative and qualitative consumer and brand research.
► created push/pull BI systems for market analytics / 'big data'.
► provided technical and content support to CRM, B2C & B2B Marketing, Category Management and Brand Development initiatives.
International Market Intelligence | Imperial Brands
Jan 1999 - Nov 2002 [3 yrs 11 mos] | Fast Moving Consumer Goods
'Internal consultant' role supporting multiple corporate development projects and M&A activities.
► introduced investment ROI modelling to prioritize competing marketing initiatives.
► managed research and analysis operations for new brand / market development initiatives.
► initiated the development of international brand and customer satisfaction KPIs.
► conducted analysis of strategic brand marketing campaign ROIs.
► project managed the selection and introduction of business information and digital asset management systems.
► provided ongoing M&A intelligence and regulatory submission support.
International Sales Management | Imperial Brands
Mar 1996 - Jan 1999 [2 yrs 11 mos] | Fast Moving Consumer Goods
Developed strategic brand presence, distribution and growth across Western Europe for global, regional and local brands.
► managed independent sales distributors and sales teams across 6 markets to optimize brand distribution and sales.
► developed and launched brand, trade and consumer marketing initiatives to boost brand presence and visibility.
