Goodlord

In 2020 the Goodlord Group acquired Vouch, an award winning tenant referencing company. Taking over from the incredible founders it is now my responsibility to oversee the strategy and day to day running of the business; ensuring continued development of our tech and processes to help create the best renting experience in the world for our Agents, Tenants and Landlords

Managing Director - Vouch

Director of Customer Success

Responsible for hiring and leading 3 Customer Success teams making up 15 people. 

My day to day job includes implementing the high level strategy that allows us to innovate and develop CS principles in line with our industry. Thus far we have created a Customer Adoption function, re-segmented our customer base, launched an in app NPS programme and overseen the continuous development of our customer journey. We have also launched an extremely successful voice of the customer programme, which we utilise to ensure that the development of our product and service is consistently providing value in line with our customer expectations.

Head of Customer Success

Customer Success Manager - Team Lead

Customer Success Manager and Training Coordinator

Founding member of the Customer Success Team at Goodlord. 

A day to day role sees me collaborating with others to implement scaling sustainable departmental growth, maintain and exceed the business goals and expectations of over 300 agents and to maximise revenue through attachment of additional features that are afforded to agents via the platform.  Other job responsibilities include interviewing and recruiting new hires, working with customer feedback to implement product development and acting as a strategic business adviser to all customers.

Customer Success Manager

Choose a Challenge

This is a one month internship in which myself and one other intern were responsible for facilitating a smooth and enjoyable set of charity treks for 280 students from different universities nationwide. 

Key responsibilities included:-

Assisting with In-Country Arrival
• Ensuring all participants are met and greeted on arrival in-country
• Responsible for making sure everyone has arrived safely along with their luggage
• Ensuring students are transferred to the hotel and facilitating hotel check-in

Preparing Students for the Challenge
• Organising and confirming a briefing with guides to be attended by all participants
• Performing a kit-check to sure everyone has appropriate equipment
• Reassuring participants with any last minute questions or concerns

Assisting with In-Country Issues
• Liaising with in-country staff to assist any students who may need to return early from their challenge
• Following Choose a Challenge crisis management procedures in the event of an incident

Coordinating with the UK HQ
• Communicating with the team in London with regards to:
- The progress of each group
- Any issues encountered
- Providing material for Social Media

Facilitating In-Country Logistics
• Ensuring that transfers are arranged and on-time and for transfers including, but not limited to, challenge departures, extension trips, airport transfers
• Liaising with in-country guide team and relaying progress on the challenge back to the team UK

In-Country Operative

RealSport

RealSport was established in July 2015, and is a sports media startup that is looking to aggregate the digital, media and sporting worlds and present them in a simple visual platform. We want to make sport accessible and easy for an audience that is as passionate as it is large, and want to present this in a way that doesn't manipulate and monetise the desire for sporting knowledge via click bait style articles and invasive advertising. 

My day to day responsibilities include content creation, management of the social media page, writer recruitment, B2B marketing, and organising and attending meetings to ensure growth of the company. These responsibilities require a variety of competencies that include interpersonal communication, excellent phone and e-mail communication, working knowledge of Facebook advertising and creative ability in order to produce regular original content.

Marketing and Business Development Intern

Teach First

Teach First is a national charity aimed at encouraging undergraduates to enter the teaching profession via its Leadership Development Programme.  There are 6 Brand Managers at Nottingham University and this is a part time, paid position for which I was selected following an application and assessment process. I spend between 6 and 8 per week supporting Teach First.

This position has required a degree of creativity in devising and implementing campaigns at University to encourage a diverse group of students to engage with the brand.  We work to recruitment targets as part of a team. I have to take decisions and using my initiative to increase awareness of Teach First and the opportunities it offers graduates.  

Achievements include a two day training course in London and designing, setting up and manning the Teach First stand at the October jobs fair at Nottingham University. It has helped me to develop creative and engaging presentation and marketing skills, teamwork and awareness of diversity issues as well as the responsibilities inherent in representing a brand.

Brand Manager

Karnival

Head of all Karnival Activities which is the largest student-run fundraising organisation in Europe.

Key Achievements :- 

●	Selecting and managing a 10 strong part time Executive team, and supervising and training 126 Karnival representatives around the University
●	Organising, overseeing and taking part in over 100 fundraising events over the course of 12 months including weekly charity collections in cities around the UK, and larger fundraisers including Europe’s largest night-time bar crawl, 7 Legged.
●	Assisting in the promotion and organisation of large international sponsored charity events involving over 500 students including trips to Peru, Kilimanjaro, Guatemala, Paris, Bratislava and Barcelona.
●	Negotiating and managing sponsorship for events from big corporations such as Dominos, Deloitte and Mrs Crimbles and liaising with supporters, University alumni, the local business community and contacts in the charity sector including Breast Cancer Now, Action Against Hunger and Poppy Appeal.
●	Responsibility for media coverage, social media content, contract negotiations for sponsorship and licensing
●	Presented with an award at the House of Lords after raising £102,519.28 for Breast Cancer Campaign in one year.

Director

Founding member of Customer Success at Goodlord. Passionate about Customer Success, SaaS and innovation. I take pride in delivering high quality activities to the best of my ability, whilst using sales and excellent interpersonal communication to help customers meet their desired outcomes. Always motivated to hear about other's experiences so please reach out.

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