I own the full client journey — from onboarding to outcomes.

Joined Flowstate as its first dedicated CSM — no onboarding playbook, no training documentation, no formal feedback loop, no structured handover between Sales and delivery. Client satisfaction was inconsistent and entirely dependent on individual relationships rather than repeatable systems.

• End-to-end client onboarding programme — welcome workflows, milestone check-ins, and training workshops
• Feedback collection pipeline connecting customer insights to product development sprints
• Campaign management workflows reducing handoff friction between client-facing and creative teams
• Notion Growth Portal — client reference hub (strategy, reporting, decisions, assets) under 10 min/month maintenance
• Account health frameworks for tracking retention risk across all active brands

Solar Run is an Australian solar energy business operating at franchise scale. Flowstate was engaged to design and deliver a complete customer lifecycle automation system — mapping every touchpoint from lead capture through to installation, review, and winback — and build the full email template library and HTML files for deployment via Mailgun.

• Full project from scoping to formal handover — coordinating designer, developer, and two client stakeholders
• Led two 1.5-hour content journey mapping workshops producing a documented source-of-truth for all 50 touchpoints
• Established master template governance: locked Figma master, versioned HTML builds in Google Drive
• Prepared formal handover document (v1.0) covering scope, stakeholders, access, all 15 flows, milestones, risks, and QA checklist

Dr. Wolff is a long-standing recurring client. Internal sign-off processes created a consistent pattern where delivery momentum stalled waiting on client feedback — creating a recurring risk of under-delivering on the month through no fault of the delivery team.

• Implemented a structured follow-up cadence — consistent touchpoints that moved approvals without becoming adversarial
• Shifted team to work ahead: prepared next steps in parallel so no time was lost when sign-off came through
• Introduced proactive recommendations into every communication — giving the client value even during delays
• Reframed all follow-ups around the client's goals, not internal deadlines

Project arrived via an incomplete sales handover. Scope was based on a standard email design and build template — no dedicated scoping call, no technical discovery. What wasn't captured: 9 complex Klaviyo flows with show/hide logic, regional rules (AU/US/EU), Shopify feed dependencies, Judge Me integration, and a Back in Stock JS snippet removed from the site 3 years prior. A 2-week timeline was already communicated to the client before the delivery team had any visibility.

• Conducted full technical audit and documented every flag, dependency, and blocker in a consolidated QA document shared with the client
• Escalated hidden complexity transparently — framed as professional obligation, not failure
• Renegotiated timeline balancing Flowstate's commercial position with client constraints
• Introduced consolidated feedback process eliminating fragmented Figma comment threads
• Held firm on client-side blockers with clear technical requirements

SABA was a one-off email marketing project — contained in scope but complicated in execution. The client had internal approval requirements that created constant friction: feedback came back inconsistently, sign-off processes were unclear, and requests changed mid-build. The standard delivery workflow wasn't compatible with how this client operated.

• Mapped the client's actual approval workflow and rebuilt delivery around their reality
• Created a consolidated QA and testing notes document — centralised, versioned, and traceable
• Introduced single sign-off checkpoints per build stage, batching feedback rounds
• Maintained thorough internal documentation throughout — decisions, constraints, rationale
• Prepared a comprehensive client-facing handover package for in-house monitoring

XDNA Group brought me in to build a Philippines-based marketing services delivery team from the ground up — zero team, zero process, zero documentation. The 14-person unit served two international agency markets simultaneously: Climb Online in the UK and Dilate Sales & Accounts in Australia — delivering SEO reports, content optimisation, and campaign management.

• Recruited and onboarded the full 14-person team from zero — roles, hiring criteria, and onboarding structure
• Primary operational liaison between UK (Climb Online) and AU (Dilate) Heads of Operations and the PH team
• Designed KPIs and role-specific JDs across C1–C4 career levels for Email, PPC, and Paid Social
• Built and delivered 11-module SEO and 9-module link building training programmes with certification
• Conducted full end-to-end SEO process mapping with task owners, timelines, and tools at every stage
• Supported XDNA Web Development Support Board — bridging marketing and web development

Promoted from Account Management Trainee to Partner Success & Growth Executive (C2) after 3 months — taking full ownership of 3 Tier 1 agency partner accounts totalling $50K+, the company's highest-value relationships.

• Conducted Monthly Business Reviews to track performance and surface upsell opportunities
• Implemented cross-selling strategies to grow revenue within existing accounts
• Identified at-risk accounts early and applied targeted retention strategies before churn became a risk
• Managed contract negotiation, invoicing, and scope management for all three accounts