I am a gifted and accomplished Head of Communications and Senior Account Manager with over 25 years of expertise in communications, project management, client management, and operations across diverse sectors including property management, finance, utilities, telecoms, and entertainment. I am commercially focused and genuinely passionate about customer experience, retention, and relationship management. Throughout my career, I have developed a proven track record in external partner liaison, multi-level stakeholder engagement, and leading campaigns that incisively focus on KPIs while addressing concurrent business challenges.
Currently, I serve as Head of Communications at My Property Host, a property management company specializing in short-term lets. I manage a team of 16 Communications Advisors, both full-time and contractors, coordinating communication channels internally and externally, and developing strategies as part of the Senior Leadership Team to improve processes and procedures. I am responsible for managing efficient team rotas, reducing outsourced telephony costs significantly, and leading internal workshops to enhance communication and time management skills.
Previously, I worked as a Client Project Delivery Manager at intelling Ltd, where I was responsible for the setup and implementation of bespoke client projects, liaising across departments to ensure delivery aligned with client requirements. I managed relationships with large blue-chip clients and oversaw outsourced partners across multiple locations.
My experience also includes a Senior Account Manager role at Convergys/Concentrix, where I managed large client accounts in mobile telecoms and banking, led teams of Account Executives and Managers, and was accountable for financial forecasts and invoice generation. I have a strong background in project management, improving KPIs such as NPS, AHT, and Quality, and fostering relationships across IT, quality, planning, compliance, and training departments.
Earlier roles include Strategic Account Manager at Serco Global Services, where I managed client contact and account strategy for the O2 account, driving revenue growth and operational delivery. I also served as Account Director at B2 Group, implementing account management teams and developing campaigns for major clients, and as Senior Account Manager at LBM, managing large clients and ensuring revenue targets were met through client relationship development and project management.
I hold a BA Hons in Performance Studies from Nene University College. I am dedicated to embedding company values, leading teams effectively, and continuously driving improvements in communication and client management to achieve business success.
