Mews

Mews is a property management system designed to simplify and automate all operations for modern hoteliers and their guests. From the booking engine to check-out, from front desk to revenue management, every process is easier, faster and more connected. And with the integrated Mews Payments ecosystem, every transaction is secure and seamless.

Director of Customer Success

Checks Direct

Checks Direct is a SaaS employee vetting ecommerce business, part of New Directions, a family-owned group of companies. 

•	Devised GTM plan and operational enhancement of the customer journey, along with value proposition and defined USP to win market share and scope opportunity for growth from £2m to £10m turnover within 3 years

•	Modernised sales operation from start-up to scale-up structure, creating segmentation of customer against spend, usage, tenure – the beginnings of ideal customer profile data capture

•	Scoped CRM integration and requirements for implementation

•	Mapped current product, sales, and service state to ascertain the future commercial opportunity

•	Created subscription model and price-tiering proposition to generate MRR predictability

Director of Sales

Alcumus

•	Implemented strategies, structures, and processes, to maximise MRR (>£2m), minimise churn, resulting in >20% growth year on year

•	Created and mobilised a new Customer Success function, significantly improving NRR from 75% to 105% within 12 months through strategic pricing uplift and expansions, whilst decreasing churn rate by 10%

•	Mapped a future state for the client/customer journey, moving NPS by +30, increasing CLV from 3 years to 4.5 years, and doubling AOV/ATV.

•	Led the definition and success of initiatives/projects which change customer behaviour and deliver against commercial metrics, taking retention rate from circa 80% to >90% across three product lines whilst doubling AOV/ATV

•	Planning, forecasting, and prioritisation across critical KPI metrics, following deep-dive data-led exploration of customer profiling and segmentation, driving the playbook and GTM plan 

•	Influence on the product roadmap, marketing strategy, and retention experience, giving best in class retention rates amongst competitors, and 3x budget achieved on new verification product

•	Stakeholder collaboration to initiate and drive continuous improvement initiatives to maximise EBITDA

•	Led the planning, co-ordination, and execution of major proposition changes, customer experience improvements, and new product capabilities

•	Coached, directed, and mentored a team of two Renewals Managers and one Customer Success Team Manager, accountable for >20 frontline sales personnel
 
•	Consulted on an effective and inspiring induction, training, and ongoing coaching programme, instilling the right behaviours, and the best possible conversations with clients
 
•	Provided regular in-month forecasting and reporting to senior leadership team (C-suite)
 
•	Monitored cashflow against target by week/month to establish if the business is on/off expectations

Head of Retention (Account Management, Customer Success, and Renewals)

•	Built and led a team of up to 20 Account Executives - setting expectations, developing skillsets via training and coaching, managing performance, and providing regular reviews (121s, appraisals, PDPs)
 
•	Managed the recruitment process for the team and ensured a comprehensive induction and training programme was in place for all new starters

•	Accountable for achieving the renewals revenue and volume KPIs in line with budget and stretch goals
 
•	Developed and managed the renewals process from point of invoice creation through to membership renewal
  
•	Provided in-month forecasting for retention on a value and volume basis 

•	Monitored the cash flow of renewals against target by week/month to establish if the business is on/off target and identify improvement initiatives to ensure targets are exceeded 

•	Ensured capture of all join and close reason codes to better understand customer motivations to purchase and maximise retention 

•	Delivered improvement initiatives to drive incremental volume, value, and conversion rate improvements 

•	Customer escalation point where required for renewals customers

Renewals Operations Manager

•	Managed the end to end sales operation with two teams; New Business Sales, and Renewals Advisors
 
•	Achieved conversion, revenue, and ATV KPI’s aligned to budget expectations
 
•	Coaching, mentoring, conversation improvement (written and verbal) 

•	Upsell and cross-sell of additional products
 
•	Forecasting and reporting to management team
 
•	Liaise across the organisation to support on campaign success aligned to client expectations

Sales and Renewals Manager

The Little Welsh Chocolate Company

TLWCC is a family run environmentally and socially conscious confectionary e-commerce business, producing award-winning organic and Fairtrade chocolate products, B2B and B2C.

•	Acted as coach, mentor, and strategist to the Founder and Director
•	Supported turnover achievement of £200k within three years of trading
•	Helped to launch CRM to optimise prospecting and account management, moving new wholesaler purchases from £500 to £3k per month, and existing from £1k to £9k, respectively
•	Consulted on digital campaigns and copy achieving consistent B2C revenue response >£5k p/m
•	Introduced On Time Delivery discipline to the production plan, reducing end to end product production from ten days to six
•	Represented the organisation at physical events to support awareness and early days cashflow initiatives

Non Executive Director

RSVP (Media Response) Ltd

• Delivered £3m in gross turnover (10% growth)

• Led and nurtured an operation of five Team Leaders, and up to 100 SDR's

• Control of team salary and bonus, charged to deliver an acceptable and sustainable labour costs against gross turnover successfully

• Created annual budget and set targets to achieve desired growth

• Devised monthly billing/hr and sales forecasts based on available data volumes and budget expectations

• Reported KPI’s to senior leadership team

• Directed a supervisory team in all aspects of staff and account development

• Regular client interaction to forecast, report, grow the commercial opportunities, support with the
execution of campaigns, develop the partnership

• Researched and engaged new business opportunities and partnerships, growing the portfolio sustainably year on year

Customer Success Team Manager

Team Leader

Sales Executive

Jackson Smith

An amazing education and experience that demands hard-work, discipline, and collaboration amongst numerous transferable skills. Training at the prestigious Arts Educational Schools London, a BA (Hons) Acting taught resilience, fearlessness, and communication/public speaking distinction.

• Signed to Creative Artist Management (CAM) and London Voice Boutique
• Worked globally with E.On, VW, Vodafone, HSBC, JustEat, Centraal Beheer, Norwich University, Stagecoach Theatre Arts, The Royal Albert Hall, and BAFTA
_________________________________________________________

Actor

Post-Sales Leader | Expansion Hunter | SaaSypants

With over 11 years experience in Sales, CX Operations and Customer Retention (Account Management, Customer Success, Renewals) I am a passionate and innovative leader who creates and executes winning strategies to maximise commercial opportunities, customer results, and inspire internal engagement.

I have a proven track record of delivering repeatable and sustainable MRR (>£2m) across multiple products and markets, achieving >20% growth, <10% churn rate, and >100% NRR year on year.

My mission is to empower my team and my customers to realise their goals and deliver deep value through meaningful and measurable result-focused partnerships.

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