MarlowLead of Operations and Customer Success
Feb. 2021 - May. 2024Stockholm, Stockholm County, SwedenAs the Lead of Operations & Customer Success at Marlow, I spearhead our efforts in optimizing internal processes and enhancing customer relations. My role as the primary liaison for both internal and external stakeholders involves implementing strategic initiatives that drive organizational success and client satisfaction. Key achievements include:
• CRM Development: I led the design and rollout of a customized Customer Relationship Management (CRM) tool built with Notion, transforming how we manage operations, sales, account management, and coaching. This tool is pivotal in scaling our business effectively, allowing for real-time tracking and management of critical performance metrics.
• Enhanced Member Management: I have systematized the tracking of essential KPIs like member engagement, feedback, and utilization, crucial for boosting client retention and identifying growth opportunities. This supports our sales team with actionable data and enables the production of detailed client engagement reports.
• Coaching Performance Insights: I developed a comprehensive coaching hub that equips our coaching leads with detailed insights into member satisfaction and engagement. This hub is instrumental in pinpointing developmental needs and optimizing coaching strategies.
• Resource Forecasting: My strategic oversight extends to monitoring and forecasting coaching capacity, ensuring we allocate resources efficiently to meet evolving demands. Marlow is an online coaching platform specializing in 1-to-1 manager coaching & personalized training, empowering managers with the resources they need to become more confident & capable leaders & deliver more impactful results.