James Aldren

• Leading the Customer Success team to drive retention and growth of AeroParker customers across the UK, Europe and US • Ensuring successful delivery and integration of AeroParker into customer systems • Coordinating RFP's and pitches to prospective AeroParker customers • Conducting demonstrations and product training to prospective and existing customers • Driving commercial strategy of AeroParker's downtown solution, MetroParker

• Driving satisfaction of AeroParker customers across the UK, Europe and US through strategic support and consultancy • Overseeing the delivery and integration of AeroParker into customer systems • Delivering demonstrations and product training to prospective and existing customers • Supporting with RFP's and pitches to prospective AeroParker customers

• Establishing a trusted/strategic advisor relationship at all levels to drive continued value of Intilery products and services • Assisting clients with the formulation of marketing strategies and campaigns which are aligned to the objectives of their overall strategy • Creating and delivering monthly reports to highlight customer successes and providing on-going recommendations for further optimisation • Ensuring clients are aware of all Intilery features and how to get the most from the software

• Maintaining strong client relationships with a wide portfolio of clients across multiple sectors • Delivering client revenue growth against a strategic sales plan and set KPIs • Supporting clients with product training on new and relevant Hopewiser solutions • Liaising with internal teams to be the voice of the customer and ensure the longevity of client relationships

Managing a portfolio of key accounts, looking after some of Europe’s largest and most significant brands Driving client retention and growth through customer insight delivery and strategic partnership Engaging with key business stakeholders from the shop floor to the board room Pursuing new business opportunities through inbound enquiries and client leads Tracking and controlling programme revenue and profitability against measured forecasts

Working with a wide portfolio of clients, with a key focus on programme profitability and retention Delivered high-impact customer insight presentations using customer experience and customer survey data Conducted regular meetings with clients at all strategic levels Worked closely with wider areas of the business to ensure successful delivery Closely monitored revenue and profitability against measured forecasts

Working closely with the New Business team to develop pre-pitch programmes, trials and launches of new projects for both new and existing clients’. Ensure that new projects are on-boarded successfully and within the agreed project timeline. Create questionnaires, assignment instructions, executive summary presentations and a brand identity (liaising with Marketing, I.T and external design agency) for all new projects. Work closely with other areas of the business to provide a full understanding of the objectives of each programme, and ensure successful delivery.

Liaise with clients on a day to day basis via telephone, email and face to face. Ensure all documentation and data relating to customer experience visits, compliance visits and survey set-ups is accurate, up to date and reflects the clients’ objectives. Provide accurate and concise communications with internal teams to ensure the clients’ objectives are met.

Implemented both general and targeted recruitment drives of Mystery Shoppers. Worked with internal teams to highlight and develop any additional revenues that may prove available from the use of the consumer panel. Utilise Google Analytics to monitor visitor traffic and improve SEO. Prioritise and manage project workloads in line with internal and external deadlines.

Ensured successful completion of all client projects in line with weekly/monthly/quarterly programmes Proofread and quality checked reports before delivery to client

Create and proofread training manuals/scenarios and edit using PDF Editor. Compile training packs and send to clients in a timely manner. Liaise with training representatives and manage schedules. General admin duties.