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Versatile, pragmatic and highly accomplished account / project management professional
Jenny Bowman
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
An accomplished Account Manager with a proven record of successfully managing accounts and leading the delivery of complex projects on behalf of clients from a range of industries and global locations. Adept at overseeing the planning, execution and alignment of numerous workstreams and disciplines; building productive relationships with stakeholders of all types and holding lead accountability for overall success. Excels when reviewing existing operations and collaborating with clients to define their objectives, propose solutions, and drive the delivery of both commercial and operational outcomes.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - 2019
job
Client Account Manager; Insight & Loyalty Solutions
Aimia.
• Secured promotion to this challenging, largely project focused role, reporting to the Client Services Director
• Managed a portfolio of clients spanning numerous industries, owning and developing relationships effectively to ensure client needs were understood and met consistently; clients included Proctor & Gamble (Pampers), Avis Car Hire, Lloyds Banking Group and major Irish retailer Musgraves
• Led the operation of multiple loyalty programmes / platforms including communication planning, analytical reviews, performance reporting and ongoing change management of upgrades / additions
• Directed insight / discovery teams in the deployment and evaluation of various communication strategies across a range of international territories, and led subsequent selection and adoption
• Successfully launched mobile loyalty programmes worldwide including designing and rolling out end user training for large numbers of client staff under intense time constraints when required
• Collaborated with a wide range of internal and external stakeholders to lead the effective multiple agency management of campaigns from concept through to delivery and performance evaluation
• Managed and tracked client billing, and held ownership of relationships with client contact centres including training, complaint handling and incident investigation
• Facilitated sustained account growth and increased revenue generation by successfully upselling additional services and solutions which complimented client objectives
• Functioned as line manager and mentor to junior team members and supported their development
• Assumed leadership of a key multi-million-pound account where poor relationship management was impacting performance; improved quality and volume of communication and collaboration between partners in order to safeguard and grow this account within a 6-month period
• Managed the pre-agreed exit of a key high-value account from the business and onto a new platform; successfully upselling £800,000 worth of services and IT support over a 6-month period to support the migration and ensure positive relations were maintained throughout
• Managed a portfolio of clients spanning numerous industries, owning and developing relationships effectively to ensure client needs were understood and met consistently; clients included Proctor & Gamble (Pampers), Avis Car Hire, Lloyds Banking Group and major Irish retailer Musgraves
• Led the operation of multiple loyalty programmes / platforms including communication planning, analytical reviews, performance reporting and ongoing change management of upgrades / additions
• Directed insight / discovery teams in the deployment and evaluation of various communication strategies across a range of international territories, and led subsequent selection and adoption
• Successfully launched mobile loyalty programmes worldwide including designing and rolling out end user training for large numbers of client staff under intense time constraints when required
• Collaborated with a wide range of internal and external stakeholders to lead the effective multiple agency management of campaigns from concept through to delivery and performance evaluation
• Managed and tracked client billing, and held ownership of relationships with client contact centres including training, complaint handling and incident investigation
• Facilitated sustained account growth and increased revenue generation by successfully upselling additional services and solutions which complimented client objectives
• Functioned as line manager and mentor to junior team members and supported their development
• Assumed leadership of a key multi-million-pound account where poor relationship management was impacting performance; improved quality and volume of communication and collaboration between partners in order to safeguard and grow this account within a 6-month period
• Managed the pre-agreed exit of a key high-value account from the business and onto a new platform; successfully upselling £800,000 worth of services and IT support over a 6-month period to support the migration and ensure positive relations were maintained throughout
Account Manager, Management, Marketing Campaigns, Digital and social campaigns, Training, Project Management, Manager, Planning, Marketing, Banking, Customer Service Management, International, Development, Saas, Support, Growth, It, Change management, Leadership, Mentor, Deployment, Customer relations, It support, IT operation and user support, It project management, Project coordination, Relationships, Customer experience, Incident Management, Business Process Management, Business development, Business Optimization, Online customer service, Digital communication, Communication, Content marketing, Digital Marketing
2013 - 2016
job
Senior Relationship Executive; Cardlytics & Aimia Joint Venture
Aimia.
• Joined the staff of this brand-new start-up loyalty programme for credit and debit card customers of UK banks
• Held ownership of client relationships with Lloyds Banking Group and its associated brands (Halifax / Bank of Scotland) and, latterly, Santander; building rapport with stakeholders of all levels and disciplines
• Formed a swift and comprehensive understanding of client strategies and communicated this across depts.
• Project managed the lifecycle of process implementation and operational management, ensuring smooth service delivery, continual review and performance feedback, and sustained growth of the programme
• Oversaw progress and delivery of projects ensuring adherence to agreed budget, timescale and standards
• Prepared and presented reports on performance including SLA fulfilment direct to the client
• Implemented new customer service procedures and processes across 4 leading banks, and created / delivered accompanying training materials to client contact centres
• Collaborated with both client and commercial teams to plan and deliver data-led targeted marketing
• Managed the successful delivery of required changes including system upgrades, introduction of new product offerings, and implementation of fraud detection and management processes etc.
• Played a key role in the investigation and resolution of arising operational incidents including informing the client and shaping any required customer messaging
• Held ownership of client relationships with Lloyds Banking Group and its associated brands (Halifax / Bank of Scotland) and, latterly, Santander; building rapport with stakeholders of all levels and disciplines
• Formed a swift and comprehensive understanding of client strategies and communicated this across depts.
• Project managed the lifecycle of process implementation and operational management, ensuring smooth service delivery, continual review and performance feedback, and sustained growth of the programme
• Oversaw progress and delivery of projects ensuring adherence to agreed budget, timescale and standards
• Prepared and presented reports on performance including SLA fulfilment direct to the client
• Implemented new customer service procedures and processes across 4 leading banks, and created / delivered accompanying training materials to client contact centres
• Collaborated with both client and commercial teams to plan and deliver data-led targeted marketing
• Managed the successful delivery of required changes including system upgrades, introduction of new product offerings, and implementation of fraud detection and management processes etc.
• Played a key role in the investigation and resolution of arising operational incidents including informing the client and shaping any required customer messaging
Account management, Budget, Training, Customer service, Service, Banking, Growth, Implementation, Process implementation, Processes, LED, Service Delivery, Process Optimization, Business development, Project Management, Project coordination, Management, Business strategy, Marketing, Digital Marketing, Digital communication, Communication, Incident Management, Change management, Business Optimization
2010 - 2013
job
Head of Public & Professional Interest Division (PPID)
International Bar Association.
• Secured promotion to lead a team of 5 administrators who were tasked with ensuring that all projects, conferences and other international operations of the PPID were delivered to budget and timescale
• Collaborated closely with the 4-strong executive team to define their requirements and ensure their interests were represented in activities across the IBA including publications and marketing etc.
• Established an increased volume of standardised processes across the division which improved both the quality of service delivered and the divisions resilience to any disruption brought about by staff changes
• Led drafting of complex documentation, planned meeting agendas and annual budgets, and collaborated with external firms to prepare training material for use by staff and junior lawyers
• Managed the timely and accurate creation of the IBA Annual Conference Programme which was critical to the success of this high-profile event attended by c. 5,000 members from around the world
• Served as escalation point for complex queries and high-level complaints, and reviewed an array of written output to ensure accuracy to specification and consistency with IBA style requirements
• Travelled extensively to attend conferences and meetings with global colleagues including executive team
• Collaborated closely with the 4-strong executive team to define their requirements and ensure their interests were represented in activities across the IBA including publications and marketing etc.
• Established an increased volume of standardised processes across the division which improved both the quality of service delivered and the divisions resilience to any disruption brought about by staff changes
• Led drafting of complex documentation, planned meeting agendas and annual budgets, and collaborated with external firms to prepare training material for use by staff and junior lawyers
• Managed the timely and accurate creation of the IBA Annual Conference Programme which was critical to the success of this high-profile event attended by c. 5,000 members from around the world
• Served as escalation point for complex queries and high-level complaints, and reviewed an array of written output to ensure accuracy to specification and consistency with IBA style requirements
• Travelled extensively to attend conferences and meetings with global colleagues including executive team
Marketing, Operations, Budget, Training, C, Event, Service, International, Processes, LED
2009 - 2010
job
Divisions Administrator
International Bar Association.
• Responded to incoming queries from IBA members globally, and maintained a detailed and accurate database
• Managed mail campaigns to promote internal and external events, and designed various application forms, emails, e-news bulletins and website content to aid clear communication
• Created and compiled comprehensive management reports including data analysis and recommendations for improvement projects
• Managed mail campaigns to promote internal and external events, and designed various application forms, emails, e-news bulletins and website content to aid clear communication
• Created and compiled comprehensive management reports including data analysis and recommendations for improvement projects
Data Analysis, Database, Management, Content, Website, Administrator
2006 - 2009
job
Reward & Helpline Product Specialist
Sitel.
Initially employed as a Helpline Agent before securing promotion following university graduation; provided
leadership and advice to agents, and served as a point of escalation to resolve senior level complaints
• Managed and reported on information gathered from Customer Satisfaction Surveys, and assisted in its
analysis in order to relay customer feedback into the business
• Maximised customer experience by building productive relationships with Nectar's partners and developing
communications and processes which would fulfil a range of Service Level Agreements (SLAs)
• Developed and delivered agent training programmes on subjects including long-term customer management
leadership and advice to agents, and served as a point of escalation to resolve senior level complaints
• Managed and reported on information gathered from Customer Satisfaction Surveys, and assisted in its
analysis in order to relay customer feedback into the business
• Maximised customer experience by building productive relationships with Nectar's partners and developing
communications and processes which would fulfil a range of Service Level Agreements (SLAs)
• Developed and delivered agent training programmes on subjects including long-term customer management
Training, Customer experience, Leadership, Management, Service, Surveys, Agent, Processes
My education
2019
APM
Project Management Fundamentals (PFQ), Project Management
Project Management Fundamentals (PFQ), Project Management
2004
-
2007
University of Northumbria
BSc, Criminology & Forensic Science
BSc, Criminology & Forensic Science
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