Operations and transformation leader. Founding team member, one of the first 15 hires, through to Director at a B2B SaaS communications platform built on Salesforce, now around 160 people and £25m ARR across the UK, US and Australia.
Built and led teams across project delivery, revenue operations and AI, including owning strategy, governance and delivery of the company's first customer-facing AI system, now in production. Delivered for clients across EMEA, the Americas and APAC.
+36%Cash collections after go-live (£6.6m to £8.95m), with around £1.5m incremental cash attributed by Finance
£427kCumulative technology cost savings, 2021 to 2025
60%Lower Salesforce licence costs, with the function rebuilt for growth
Core competencies
Strategic
AI Strategy & Production Deployment · Business Transformation · Executive Stakeholder Engagement · International Market Entry · Strategy Formation & Planning · Data Strategy
Operational
People, Process, Data & Systems · Revenue & Business Operations · Programme & Product Delivery · Process Improvement · Supplier Governance & Value Realisation · Cost Management · Cross-functional Leadership
Natterbox: B2B SaaS communications platform built on Salesforce. Around 160 people, £25m ARR, across the UK, US and Australia.
Business Transformation & Operations Director
November 2020 – October 2026
Reported to the COO; worked closely with the CEO and executive team; capital budget sign-off to £500k. Owned transformation and operations across people, process, data, systems and AI adoption, spanning GTM (Marketing, Partnerships, Sales, Customer Success), Finance, Customer Support, Engineering, Product and Professional Services.
AI strategy & production deployment
Core member of the cross-functional AI group (established by the COO, meeting biweekly), contributing to the company-wide AI fluency framework and driving bottom-up adoption through the champions network and hackathons, including the hackathon that produced the prototype for the company's first customer-facing AI system.
Owned strategy, governance and delivery of that system, a Customer Support agent, from concept to production: orchestrated the Engineering build, established the governance framework and phased customer rollout, and led the change management, support model redesign and documentation. Established the AI services legal terms now standard in new contracts (with counsel).
Deployed across Gemini, OpenAI, Claude, AWS Bedrock and Vertex AI; built agent workflows and automation pipelines.
Operations, systems & value
Increased year-to-date cash collections from £6.6m to £8.95m (+36%) in the period after the new billing system took effect, with around £1.5m of incremental cash attributed to the Opportunity-to-Cash programme by Finance.
Delivered the company data and BI platform (AWS); set the data strategy and productised the platform. The same platform now underpins AI opportunities.
Launched EMEA and APAC outbound SDR operations, including agency setup, full DPIA and data discipline.
Co-established the company's procurement group with the CIO and designed its supplier governance processes, from selection through to value realisation: £427k cumulative technology cost savings (2021 to 2025).
Team & stakeholder leadership
Built the Salesforce function from zero and extended it into programme and business operations (core team of 4; project teams of 10 to 15). Achieved 4.48/5 user satisfaction (survey covering 80% of the user base) on a platform used by around 80% of the company, and a 60% reduction in licence costs through organisational design and licence rationalisation.
Head of Project Delivery
July 2019 – November 2020
Led a global delivery team of 8 across the UK, US and APAC.
Introduced a standardised delivery framework, improving delivery times and client satisfaction.
Converted professional services from a cost centre to a fee-based revenue line, improving P&L contribution and revenue recognition alignment with Sales.
US Technical Services Manager
Chicago, USA · July 2018 – July 2019
Stood up the North American office and technical services (sales engineering, project delivery and customer success), hiring around 10 people, and interviewing across the wider operation as the US team scaled from 2 to 30 at peak. Won and delivered enterprise accounts including Fruit of the Loom, Delphi and George P Johnson.
US bookings grew from £270k to £1.13m over the twelve months, more than 4× year-on-year.
APAC Technical Services Manager
Sydney, Australia · September 2017 – July 2018
Oversaw APAC technical services (sales engineering, professional services and customer support) with one dedicated customer support engineer. From February 2018, fully focused on AGCO, the company's then-largest enterprise customer: forward-deployed from pre-sales through customer success across a multi-country, multi-phase European implementation.
Sabbatical
November 2016 – September 2017
Solo round-the-world trip.
Implementation Manager
December 2015 – November 2016
Owned end-to-end delivery across a client portfolio spanning early-stage start-ups to global enterprises, including Morgan Stanley and AGCO; standardised project processes and tooling across the implementation team.
Project and product manager for the Mobile Voice Recording service. Contributed to its successful launch with EE through partner enablement and technical and operational readiness, following the launch model used with Netcom.
Sales Engineer
August 2013 – December 2015
Pre-sales technical solutions, product development and project management. Managed launch of a global mobile voice recording product via strategic Mobile Virtual Network Operator and contributed to the launch for Netcom, Norway's second-largest mobile carrier, to financially regulated customers.
Notable customer interactions: N26 and Deutsche Bank's Japanese subsidiary.
Customer Support Engineer
January 2012 – August 2013
Founding-team hire, one of the company's first 15 employees. Technical support across company and third-party products.
Education & qualifications
Salesforce Certified Administrator (in date)
Diploma, Music Production, The Academy of Contemporary Music, 2011