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Work Background
Electronic Arts (EA)Senior Manager, Service Delivery Operations, WWCE
Jan. 2021Galway, County Galway, Ireland
permanent tsbHead of Digital UX
Jun. 2018 - Jan. 2021County Dublin, Ireland
AdobeCustomer Success Director
May. 2017 - Jun. 2018Maidenhead, Berkshire, United KingdomActively drove the strategic roadmap for the Adobe suite of products within defined account group. Drove the relationship with senior global stakeholders (c-suite) to define help strategy and roadmap. Measured and drove adoption of owned products from a global as well as regional perspective. Investigated and surfaced new business opportunities within global enterprise accounts and worked with sales to close new business. Implemented and owned a global governance model across multiple operational areas. Worked with internal teams to assess and coordinate the right engagements at the right time with the right experts.
Liberty GlobalDirector of Digital Experience
Mar. 2016 - Dec. 2016Amsterdam Area, NetherlandsI define and align LRP to specific deliverables across 13 diverse OpCo’s. I develop a governance framework and maturity model to ensure aligned delivery of Omni-Channel program. I drove the adoption of the Saleforce platform, market leading AdTech stack, and digital implementation. I created a program to digitize the retail network by deploying a best in class digital tooling. I also create global digital marketing function: defining and embedding strategy, organizational resourcing model, governance framework, global common processes, standards and technology toolkit platform roadmap, driving market impact.
TelenetDirector of Digital
Apr. 2014 - Jan. 2016Mechelen, BelgiumI managed multi-million-euro Capex and Opex budgets. I oversaw and implemented the consolidation of a variety of CMS platforms across multiple channels combining 18 different sites. I embedded continuous optimization strategies and processes effectively driving a 40% annual increase in digital conversions. I used architecture skills to drive alignment of business and technical roadmaps as well as driving project conception, planning, risk assessment and management. I executed Agile Marketing principles resulting in increased alignment with IT delivery methods and quality of deliverables as well as reduced campaign delivery cycles. I had full P&L responsibility. I led strategy and execution of all consumer-facing digital owned, social and mobile properties, creative and content development, media optimization, CRM programs, and measurement. I managed and leveraged vendor partnerships achieving both creative delivery and strategic alignment across multiple brands.
UPC IrelandChannel manager
Jun. 2009 - Apr. 2014Limerick, IrelandI achieved a number 1 rating across all KPI’s. I increased overall sales share from 9% to 35% of total sales. I optimized onsite order process and negotiated vendor commercial agreements resulting in a 45% reduction in overall sales acquisition costs. I implemented a new ecommerce platform driving increased onsite conversion. I managed multiple teams across geographically diverse locations. I developed and implemented multi-channel sales and lead capture mechanism to augment onsite sales activity resulting in incremental sales volume. I redesigned the company website to ensure an optimal customer journey and enhance customer engagement metrics.
GE MoneySales and Activations Manager / Outbound Sales Team Leader
Apr. 2007 - Apr. 2009Shannon, IrelandI managed a team of 15 and increased call centre agent productivity by 15% utilizing risk based coaching and training methods. I directed revenue based analysis identifying most profitable business activity and increasing revenue by 30%. I achieved premium volume of £14,000,000 vs. target of £11,500,000. I hired, trained and managed all insurance staff significantly reducing overall attrition. I developed, implemented, and improved all Insurance related KPI’s including a new behavioral based KPI’s providing for more manageable sales activity. I increased sales through development of a revised incentive structure.
HALIFAX INSURANCE IRELANDSystem Analyst / Sales and Retentions Team Leader
Oct. 2005 - Apr. 2007Shannon, IrelandDescription: I effected 25 system changes for an operational cost savings of over £1,000,000. I exceeded inbound sales targets by 7% every month. I reduced absenteeism by 25% through a proactive absence management program. I launched a new mortgage based protection policy increasing operational profitability. I increased sales and customer retention by reorganizing the team across functional lines. I delivered changes on schedule and within established budget. I increased sales through development of a revised incentive structure.
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