Jun 2023 – Sep 2024 · 1 yr 3 mos · Amsterdam, North Holland, Netherlands · Remote

Aug 2020 – Jun 2023 · 2 yrs 10 mos · Amsterdam, North Holland, Netherlands

May 2018 – Aug 2020 · 2 yrs 3 mos · Amsterdam, North Holland, Netherlands

Oct 2016 – Jan 2018 · 1 yr 3 mos · London, United Kingdom

• I was accountable for all mobile payments social channels, including Facebook, Twitter, Instagram, LinkedIn, Snapchat, and YouTube. I have conducted acquisition and retention based social media campaigns measured by ROI targets. I have planned and chaired regular meetings with senior management.
• ♦ Increased synergy among agencies partners; strengthened long-term professional relationships.
• ♦ Directed a most cost effective social media acquisition campaign (50% below industry benchmarks), 2K new customers download app per week, while leveraging agile methodologies to achieve high ROI in close collaboration with agency partners.
• ♦ Resolved 90% customer issues by initiating social media response channels for service based enquiries. Led training programmes to empower teams with excellent customer service skills.
• ♦ Communicated and influenced key stakeholders to test new social channels like Tinder to understand commercial viability; independently convinced eight senior members.
• ♦ Drove over 40k (8% of total) weekly payments directly off the back of the activity.
• ♦ Negotiated and partnered with social video agency Vidsy (Facebook Innovation Spotlight Winner 2017) to drive acquisition through video, resulting in achieving average engagement rates on creative 4.3% and cost per acquisition rates beat industry benchmarks by 20%.

Feb 2015 – Oct 2016 · 1 yr 8 mos · London, United Kingdom

• I have devised and employed digital customer experience strategy to achieve customer satisfaction/retention level and foster relationships. I have uncovered and expanded methods and areas in which customers use Barclays' digital tools in close collaboration with technical teams.
• ♦ Enhanced digital customer experience to maximise impact on self-service targets.
• ♦ Expertly delivered Barclay's first Omni-channel Notifications platform across web, mobile, and push notifications in association with cross-functional teams.
• ♦ Slashed 6% error codes in log-ins for Barclays UK, resulting in a log-in success rate of 97%.
• ♦ Improved Net Promoter Score (NPS) by 13 points over 2016, highest ever levels in Barclay's.
• ♦ Effectively executed push notifications and achieved saving of £0.7M in first year from SMS costs.
• ♦ Executed a solution for passcode reset via SMS to reduce process from 5 days to 2 minutes, while accomplishing saving of £50K per annum.

Sep 2011 – Oct 2014 · 3 yrs 1 mo · Sydney, Australia

• I have developed and implemented an effective market leading digital acquisition strategy aligned to segment behaviours and media channel optimisation. I have designed a multi-channel content strategy, including streamlining content development and publishing process to deliver over 1.06M video views on YouTube channel within two years. I have managed strategy of the new public homepage migration to Adobe CQ5, while serving as key member of brand and acquisition team.
• ♦ Grew new customer acquisition via effective Above The Line (ATL) campaigns, including TVC, OOH, and print.
• ♦ Successfully achieved 7.5K acquisition per months.
• ♦ Built ROI modelling and built business case to aid integration with internal bank channel (NetBank) to deliver further customer growth resulting in an additional 500 per month at a CPA of A$10.
• ♦ Created digital tags to disregard existing customers from external targeting process and saved cost of A$480K per annum and improved customer satisfaction by 0.05%; accomplished commonwealth bank productivity award and nominated for CEO award.
• ♦ Transformed entire SEM account resulting in a 50% increase in acquisitions and a decreasing CPA's by 25% within three months in partnership with agencies partners.
• ♦ Communicated and negotiated contra deal with key media partners to drive new acquisition opportunities with no fixed costs valued at A$1.2M.
• ♦ Achieved 82.7% more traffic and viewership of content by 29.2% compared to 6 months previous; augmented engagement rates on the website by 25.4%.

Sep 2009 – Sep 2011 · 2 yrs · Sydney, Australia