Introduction

I'm a customer leader with 15+ years across a FTSE 50 enterprise and a £20M SaaS business, where I led customer success, implementation and operations teams through periods of growth, change and recovery. I now work fractionally with smaller businesses, helping them optimise their customer operation, develop repeatable ways of working, and align teams and processes around the activity and metrics that make the biggest commercial difference. My leadership style is calm, diagnostic and collaborative. I bring clarity in situations that have become tangled, challenge constructively where it's needed, and focus on the underlying causes rather than the symptoms. I'm comfortable at board and founder level, and equally at home with the team doing the work. As a fractional executive, I diagnose quickly, agree the priorities that actually move the commercial picture, and stay until the changes are implemented and the team owns them. I always leave the business stronger and more self-sufficient.