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Fractional Head of CRM
Do you have a great team in need of a leader? I can step in until you find a permanent replacement. With 7 years of experience leading managers, specialists, and interns, I am well-equipped for the role.
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Team Professional Skill Assessment
I assess CRM & Customer Experience talent — whether candidates or existing team members—against your company's retention goals. You'll get a clear view of strengths, gaps, and growth potential to build the right team for what your strategy demands.
Success Case
Scaling Global CRM Operations with a Market-Focused Delivery Model
DAZN, global sports streaming app, subscription business
With DAZN expanding into new core markets and acquiring additional global sports rights, the demand for CRM campaigns grew by over 10%. The Global CRM Operations team faced pressure to deliver at scale while maintaining quality and speed.
Challenge: How can we deliver on time — without compromising on quality and reprioritizing under pressure?
Approach: We replaced the "first come, first serve" model with dedicated CRM Ops resources per local market. This aimed to improve delivery speed, get better alignment in planning, and remove the need to re-train the Ops. Feedback was gathered throughout the rollout to monitor results and ensure we could revert if needed.
Outcome: The new model led to a ~20% increase in delivery speed and improved local market satisfaction. It also helped surface a previously unnoticed communication gap between Ops and a local market.
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