Windsor, England, United Kingdom
With over 15 years of experience in scaling operations, optimizing workflows, and building technical solutions for companies of all sizes, I specialize in reducing costs, improving efficiency, and leading high-performing teams to achieve business goals. Currently, as Director of Client Success Engineering at Rithum, I lead a global team focused on delivering scalable, stable technical solutions that power best-in-class e-commerce experiences for leading brands. With a degree in Computer Science, I am passionate about customer-centric solutions and thrive in a fast-paced, global environment. Key Strengths: 🔹 Building & leading technical teams – Developing high-impact teams that drive seamless client onboarding and long-term technical success. 🔹 Scalable execution & operational excellence – Implementing stable, repeatable processes that enhance efficiency and reduce friction. 🔹 Strategic problem-solving – Bridging technical complexity with business goals to deliver measurable results. 🔹 Data-driven decision-making – Leveraging analytics to optimize workflows and maximize client success. My experience spans B2B and B2C technical solutions, data analysis, and executive-level strategy discussions, ensuring the best possible outcomes for clients and stakeholders. Over the past five years, I have honed my expertise in managing both multi-regional and fully remote teams, always with a strong focus on process optimization and customer success. Outside of work, I thrive on sports and personal challenges. Currently training for an Ironman, I also continue to develop my skills as a PADI-qualified rescue diver. I believe that pushing personal limits sharpens focus, enhances discipline, and reinforces the importance of a growth-oriented mindset—qualities I bring into my professional life every day. 🚀 Always open to connecting with professionals who share a passion for technical excellence, leadership, and client success. Let’s connect!
Leading Professional Services and Delivery Operations, with responsibility for scaling service delivery, Business as Usual operations, contractor partnerships, and operational governance across global client-facing teams. Focused on building a more structured, efficient, and measurable delivery model that supports professional services execution, day-to-day operational stability, and stronger cross-functional alignment. Key areas of ownership include: - Professional Services delivery governance - Business as Usual operations and service execution - Contractor and outsourcing partner relationships - Delivery operations, reporting, and performance management - Capacity planning and resource coordination - Process standardisation and operational efficiency - Client-facing visibility into service delivery and progress - Cross-functional alignment with Customer Success, Sales, Product, Support, and Technical teams Current focus is on strengthening the operating model for Professional Services and BAU delivery, improving client-facing visibility, scaling contractor-supported execution, and creating clearer ownership across global delivery operations.
As the Director of Client Success Engineering, I lead a global team focused on delivering seamless technical implementations and ensuring scalable, stable business-as-usual (BAU) execution for our clients. What I Do: 🔹 Building a strong technical implementation team – Recruiting, mentoring, and empowering a high-performing team of Client Success Engineers to drive successful client onboarding and long-term technical success. 🔹 Ensuring scalable and stable BAU execution – Optimizing processes, refining best practices, and leveraging automation to ensure smooth, efficient execution at scale. 🔹 Driving client success through technical expertise – Acting as a strategic partner to clients, translating complex challenges into solutions that maximize value and efficiency. With a focus on innovation, scalability, and execution excellence, I ensure that Rithum’s clients experience seamless integration and ongoing success with our platform. 🚀 Always looking to connect with professionals passionate about client success, technical strategy, and building world-class teams. Let’s connect!
Managing the implementation consultant team, a team of project managers and directly creating and managing new roles for advanced business strategies. Managing the newly created first year renewal’s role, providing measurable improvements to the churn rate. Implementing and managing a new Solutions Architect role and mentoring the new SA in their first engagements. Tracking integration risks and escalating them across multiple teams and spearheading optimisation opportunities across the onboarding process. Overseeing and managing an outsourced implementation support team to manage expansions and integration tasks. Restructuring the Onboarding team to include an outsourcing opportunity, driving down the cost of launch.
Implementing AI-driven search, merchandising and personalisation solutions for Attraqt's global customer base. Consulting on product design and strategies
Creating and implementing one global team from 3 different teams within a 6-month period, all while working remotely the majority of time. Managing the integrations of the aforementioned team; ensuring clear communication amid commercial and technical stakeholders. Heading projects of key clients by consulting them on how to use WebBeds APIs, implement SQL databases and by providing code snippets in multiple languages as required. Leading a team of global integration specialists to enhance the inventory of WebBeds, delivering it via outbound APIs to our clients. The supplier side of the team scopes and leads the technical team’s development towards different API interfaces from SQL databases, XML and JSON and worked with the inhouse C.net and Java developers. The client facing side consults B2B clients on how to use their technologies to implement WebBeds APIs in their system, focusing on efficiency, caching and database solutions. Designing prototype applications in Python and PHP for the server side and HTML/CSS and JavaScript on the user fronted to created automated processes easily used by commercial stakeholders. Organisation as well as using for analysis of data from custom API and CSV import scripts thereafter manipulating data in SQL and NoSQL databases and providing short term solutions for immediate results to commercial teams. Using ServiceNow and Graphana reporting to measure team efficiency and understand areas for improvement
As Head of Optimisation Strategy, I continue my affiliate facing commitment to improving existing affiliates and provide a platform for integration consultants within Expedia to work with their affiliates, track results, report and escalate issues that may affect a wider range of customers. The Optimisation Strategy role also is a key player in working with product and technology teams to bring the voice of the affiliate to the table and ensure that products and technology are relevant for our outside customers and add value to their business needs. At the same time, I am leading the geographical mapping team, helping affiliates to resolve the geographical location of hotels and their respective regions in order to find inventory. The premise to this is: Only what you can find, you can market to your customers! In this role, I also liaise with third party companies that provide hotel matching services and are market leaders in their fields.
In the role as a Senior Integration Consultant for EAN (Expedia Affiliate Network), I am working with larger integration partners and their development teams to plan and implement their integration against the EAN Api and Database files. Post launch, the main focus is to work with existing partners, business development managers and account managers to optimise the integration to improve conversion while reducing technical load and increasing speed.
As an Integration Consultant for the Expedia Affiliate Network (=EAN), Partner:Connect, I am working closely with the development teams of large affiliates to provide the best possible implementation of the Expedia hotel content via the EAN API or Database files. This includes integrations of new partners, optimization of existing partners and in some instances the re-integration of the hotel service. In each of these cases, I am working closely with the partner’s teams to ensure a good service for their solution. Also part of the job is ongoing Level Three support in case our support teams are not able to troubleshoot issues and to work closely with development teams on the EAN teams to ensure that the issues of our partners can be resolved in a timely manner. On top of the job role, I have introduced a case management system that allows case escalations, tracking and a faster support system than using email. As a result, we have recently launched a new public support forum at https://support.ean.com
* Providing Integration and Solutions for Enterprise Class Clients * Initial Setup and ongoing technical support for Enterprise clients in international markets * Setting up new customer facing and internal solutions to better our workflow. * Developing Individual Client Facing Tools and Interfaces * Account Management for Enterprise Clients * Training new staff on the technical and advisory aspects of the Product Review solution. * Consulting in a pre- and post--sales environment for individual solutions. * Different Online languages: HTML, JavaScript, PHP, CSS * Online Protocols: FTP, SFTP, HTTP, HTTPs * Technical Account Management of ongoing clients * Social Networking (setting up the Facebook API for Shopzilla) * SEO - as the solution directly impacts the SEO strategy of our clients * Developing internal and customer facing tools to allow a more efficient workflow. * Streamlining Processes and Communication Channels. * Training of Team Members and other Teams that interact with the ClientService Team (e.g. Business Development)
This position is a dual role: * internal support for the 60 biggest Accounts in every Market * integrating and supporting ongoing integrations of the Enterprise solution of Shopzilla ProductReviews. In the later field, a vast variety of knowledge is needed: * Different Online languages: HTML, JavaScript, PHP * Online Protocols: FTP, SFTP, HTTP, HTTPs * Account Management of ongoing clients * Social Networking (setting up the Facebook API for Shopzilla) * SEO - as the solution directly impacts the SEO strategy of our clients