United Kingdom
Working at a fast-growing start-up from 10 employees to over 500 during the past 9 years has allowed me to prove the strength of my solution-based & innovative mindset in attacking operational and strategic problems every day. Initiatives which are now engrained in the day-to-day operations of the business at scale allowed me to grow within the company from community agent to director. I’ve built and managed global teams covering key functions within the business: - Product development - Lead company-wide projects - Sales & sales operations - Ticket & hotel room fulfillment - Customer experience - Program / product operations - Strategy
In my strategic-focused delivery role, I successfully orchestrated the attainment of KPIs and growth targets, while ensuring cost efficiency and administering operational processes across the entire customer lifecycle. My purview involved leading three global teams: Fulfillment, Program Operations, and Customer Strategy.
In 2021, I successfully spearheaded the strategy and development of our innovative in-house fulfillment tooling and process. This initiative enabled us to deliver wristbands and rooms to over 500,000 global customers spanning more than 150 hotels. Simultaneously, I expanded our operations by nurturing a third team (Fulfillment), while supervising the daily operations of over 50 in-house customer service agents. My managerial scope incorporated delivering against our goals. Company-wide reporting, strategic development, and tooling, all instrumental in driving operational success and efficiency.
I adeptly guided the transition and enhancement of our cross-functional tools and processes as we diversified from festival ticket sales to travel. Tasked with product roadmap development, I played a central role in numerous special projects, including facilitating travel for 15,000 Spring Break attendees.
In an enriching five-month sabbatical, I journeyed across the globe to gain diverse cultural experiences outside of the workplace. My travels spanned India, Japan, Uruguay, Brazil, Cuba, Mexico, and North America, fostering personal growth and broadening my global perspective.
I collaborated with our product and sales teams to successfully launch our SAS platform. Leveraging my expertise, I crafted detailed marketing strategies designed to maximize sales, activating brand advocates at the core. This strategy significantly amplified word-of-mouth marketing, resulting in boosted year-on-year customer retention.
In 2015, I single-handedly managed and executed a record-breaking ticket sales campaign for Bestival. Harnessing the efforts of over 1,600 ambassadors, we achieved more than 25% of total ticket sales, contributing to over £2.5 million in revenue. This accomplishment marked the highest ticket sales in the company's history. Following the success of the Bestival 2015 campaign, in 2016 I took ownership of additional campaigns including Latitude Festival, Download Festival, and T in The Park.