Jul 2021 – Mar 2023 · 1 yr 8 mos

Mar 2020 – Jul 2021 · 1 yr 4 mos

Nov 2019 – Aug 2020 · 9 mos

• Led a team of 35 Relationship Managers (RMs) in the EMEA region, including two Direct Line Managers and three Assistant Managers, responsible for client management and retention for Transactions (M&A and PE), Fixed Income, Infra & Energy, Equities, and Private Wealth divisions, a book totalling $135m+ and 4,000+ logos.
• Conceived and implemented ambitious, motivational variable pay structures to drive outstanding performance and ensure retention and growth of existing client revenues.
• Drove cross and up-sell initiatives across up to 20 complementary product lines resulting in >100 new business opportunities in H1 2020.
• Directed line-by-line analysis of existing account book to identify potential revenue risk and implemented best-practice playbooks for effective turnaround strategies, contributing to renewal rates by value of >98%.
• Played a major role in transformational change following acquisition by ION Group, including client tiering, adapting KPIs and remuneration structures, implementation of multi-year-deal strategy, maximising collaboration between Acuris and sister product Dealogic, persona mapping and preparation for wholesale migration of CRM data to Salesforce.com
• Led analysis of qualitative customer feedback from thousands of client interactions and NPS surveys, ensuring the voice of the customer remained at the heart of the Acuris commercial and product development strategy.
• Managed multi-million-pound team budgets, including all T&E, salaries and quarterly bonuses.

May 2015 – Nov 2019 · 4 yrs 6 mos

• Led the CRM efforts for the Infrastructure Division and, as of December 2018, the Fixed Income Division, the third largest and largest revenue-generating groups within the business respectively, with 15 direct reports, including two Assistant Managers.
• Retained and grew Infrastructure and Fixed Income customer bases in EMEA; 1,500 customers worth >£30m in revenue.
• Partnered with Divisional MDs, Heads of Research, and Product Development Teams to completely re-design our Infrastructure data and analytics platform. Drawing on experience from hundreds of client meetings and by effectively channelling feedback from other direct interactions around the world, ensured that we created a market-leading product, leading to 20% YoY growth for three consecutive years.
• Instrumental in the design, testing and roll-out of a new bespoke instance of SugarCRM to 500+ commercial staff globally, including project managing the migration of millions of data points from the previous system, standardising the Sales and CRM cycles globally and delivering training to Sales and RM teams in London, New York and Hong Kong.
• Played a major role in “commercial diagnostic” to optimise the efficiency and effectiveness of the commercial team globally, including development of a bespoke customer health platform and pricing tool in partnership with an external consultancy’s, and implementation of an enhanced commercial career path.

Mar 2013 – May 2015 · 2 yrs 2 mos · London, United Kingdom

• Conceived and implemented brand new global CRM strategy for Inframation, which had recently been acquired by Acuris
• Managed hundreds of subscribers across EMEA and Asia Pacific and helped generate +£500k in additional new business revenue through client referrals and sales
• Built and trained a global team of Relationship Managers from scratch, embedding our products in the daily workflows of our clients and displacing our key competitors on dozens of occasions
• Adapted Salesforce CRM system and associated administrative processes to needs of Acuris business

May 2011 – Mar 2013 · 1 yr 10 mos · London

• Recruited directly from university as commercial team’s first ever graduate hire
• Retained and helped grow portfolio of banking, financial advisory, legal and private equity clients worth £3m in and around Frankfurt, Düsseldorf, Cologne and Hamburg
• German-language role