Head of Digital Content and Social Media / Head of B2B Portals and Self Service at Everything Everywhere Limited
From January 1, 2011 until June 30, 2012.

Head of Digital Content and Social Media (2011-2012) Drove team operations in support of the Orange and T-Mobile Help & Support web site areas. Collaborated with IT and external vendors to ensure maximum uptime, as well as seamless upgrades and maintenance. Closely cooperated with the Knowledge Management Content Team concerning online content. Conducted staff recruitment, budget control, performance management and development planning. Played a key role on major project to select a single Knowledge Management system for customer service and self-service across all brands and channels. Served as the Digital team’s representative for a corporate programme to develop a single customer relationship management (CRM) system across the enterprise that included compiling business and organisational requirements in alignment with the global vision. Personally developed the Digital Channel’s online dashboard that blanketed all Digital Channels. Created the Digital Strategy in collaboration with consultants, identifying high-level key performance indicators (KPI), choosing the appropriate system vendor, and establishing a business case before providing the successful vendor support in defining the solution. Oversaw the activities of a 3-member team. Head of B2B Portals and Self Service (2011) Led a team of 4 consisting of 2 online product managers and 2 portal content managers to maintain timely and accurate content in support of product rollouts, as well as to ensure on time updates and online self-service tool issue remediation. Addressed all team management activities, including goal setting. Autonomously drafted the B2B Online Service Strategy in cooperation with the B2B sales and management teams. Controlled the B2B online budget, and held accountability for B2B requirements gathering and justification within the annual planning process. Major Achievements: • In addition to Head of Digital Content and Social Media role, appointed as Business Implementation Manager and recognised as the Subject Matter Expert for the entire digital organisation during the largest strategic CRM project in company history. • Secured comprehensive support for the Digital Strategy in the CRM system design by enhancing the visibility of the digital channels’ requirements, and guaranteeing that key customer management services were accessible by the digital infrastructure. • Spearheaded the Knowledge Management System project as the Digital Team representative that included vendor evaluation and selection, ensuring self-service customer and internal customer service agent needs delivery. • Established a comprehensive reporting suite in line with the digital strategic framework, and chose a vendor to implement it as an online dashboard. Personally managed the requirements phase that resulted in all-inclusive specifications creation on data sourcing for development, as well as an entire design and prototype.