Summary
Overview
Work history
Education
Skills
Additional Information
Timeline
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Laura McCartney

Laura McCartney

Aldershot,Hampshire

Summary

Growth-focused thought leader with over twelve years of experience in client account /product management and an enthusiasm for creating unique customer experiences. I have the experience that balances technical, business, and customer-centric skills. Reliable, trustworthy, and ethical professional, who takes pride in building business prospects, brand awareness, and product loyalty. Verifiable record of cultivating fruitful client relationships, sustaining impressive client retention rates, and driving business success. Demonstrable success in thinking strategically while providing consistent customer satisfaction and retention in fast-paced environments. I am a confident communicator and presenter in everything from sales pitches to departmental presentations. I am passionate about motivating colleagues with an organised, dependable, and energetic management style.


Overview

12
12
years of professional experience
3
3
years of post-secondary education

Work history

Head of Exhibitor Experience

Informa Markets
London
03.2020 - 10.2023
  • Responsible for the end-to-end ownership of the product lifecycle, including conception, development, launch, and iteration of several high revenue generating technical products. This included our online customer portal page. In just six months, I lead a project team to increase the NPS on our platform by +11 and increased our digital revenue via the improvements to the platform by 4.5%. Within this time our CSAT scores also increased by 18%.
  • Pioneered bespoke account management programmes to address client needs in a continuously evolving environment.
  • Ensured the provision of exceptional service and created best-in-class experiences throughout the customer journey, reducing our customer annual churn rate in 2022 by 9%.
  • Gathered and synthesised extensive volumes of data, scrutinising KPIs and NPS data to uncover service trends and streamline the overall customer experience.
  • Championing CX processes, tools, and frameworks, driving continuous improvement from the contract to fulfilment phase.
  • Managed several advisory panels with enterprise level clients obtaining quantitative and qualitative feedback. Strategising and executing communication plans, translating the customer needs, ensuring that we were classifying areas of improvement through a customer guided priority product matrix.
  • Responsible for mapping the customer journey supported by data and actionable insights, assessing touchpoints and services to discover gaps, develop corrective measures and therefore provide consistency in continuous improvement processes.
  • Partnering with cross-functional stakeholders (sales, marketing, operations) and influencing a customer-centric strategic, creative, and commercial approach.
  • Predicted and interpreted consumer trends to improve product offerings.
  • Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
  • Leveraged market and competitor data to identify market opportunities and gaps.
  • Facilitated and lead multiple industry-wide panels and workgroups, including UFI panels, AEO working groups, independent industry research initiatives and an ambassador of the Diversity & Inclusion EMEA group.

Senior Customer Success Specialist

Informa Markets
London
04.2018 - 02.2020
  • Manage a portfolio of key accounts, ensuring high levels of customer satisfaction, retention, and renewal rates.
  • Collaborate with cross-functional teams to onboard new clients, provide product training, and resolve customer issues promptly.
  • Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess customer needs, offer personalized solutions, and drive product adoption.
  • Analyze customer data to identify trends, provide actionable insights, and proactively address potential challenges.
  • Act as a liaison between customers and internal teams, advocating for customer needs and ensuring timely issue resolution.
  • Implemented customer success strategies, resulting in a 15% increase in customer retention rates.
  • Conducted training sessions and workshops for clients to maximize their utilization of the product.
  • Assisted customers in product onboarding, providing guidance and support during the initial setup phase.
  • Resolved customer inquiries and issues, ensuring prompt and satisfactory solutions.
  • Monitored customer usage patterns, providing tailored recommendations to optimize their experience and achieve their goals.
  • Collaborated with the sales team to identify upsell and cross-sell opportunities within the existing customer base.

Head of Events

House of Comms
Dubai
04.2017 - 03.2018
  • Responsible for managing client accounts, establishing best practices across all stages to facilitate onboarding, enable expansion and facilitate repeat business with all clients.
  • Experience in event strategy, understanding client aims and objectives and translating this into event concepts and actionable internal critical paths.
  • Working to tightly managed deadlines and effectively managing deadlines across the entire project team.
  • Leading project meetings and communications with internal and external stakeholders throughout the project cycle.
  • Detailed, accurate, prudent budget management from planning to delivery and post-event reconciliation.
  • Negotiating favourable supplier costs and providing regular budget updates for clients and internal finances. Keen eye on profitability levels throughout a project, maximising revenue opportunities.
  • Demonstrated the ability to anticipate risks or challenges and implementing solutions to mitigate them - checking in on the team and monitoring for potential roadblocks.
  • Responsibility for international venue sourcing and contracting, with a focus on quality and cost reduction.
  • Responsible for monitoring existing supplier performance and seeking out new, innovative, and high-quality event partners.
  • Implementing internal processes and overseeing the activities of the rest of the team, ensuring understanding and adherence.
  • Experienced in resource planning including internal, multi-discipline teams with the addition of leveraging freelancers.
  • Trained and monitored junior members of the team to ensure correct implementation.
  • Responsible for reviewing internal processes and improvements

Events Director

Edelman (Previously DABO & CO)
Dubai
08.2015 - 03.2017
  • Rose through the ranks and attained multiple promotions, eventually taking the helm as Account Director, tasked to execute high-impact events for key clients.
  • Account managed and executed 10+ major events on a yearly basis (including international events), leading all stages from initial planning and contract negotiation to event execution and customer billing.
  • Formed productive relationships with C-suite client executives, enhancing the brand and building a loyal client base.
  • Developed and implemented event strategies that aligned with the company's goals, resulting in a 20% increase in attendee engagement and satisfaction.
  • Managed event budgets ranging from $100,000 to $2 million, ensuring cost-effective planning and resource allocation.
  • Established and maintained relationships with clients, vendors, and sponsors, negotiating contracts and agreements to enhance event offerings and reduce costs.
  • Coordinated logistics, including venue selection, catering, audio-visual setup, and transportation, ensuring seamless event execution.
  • Conducted post-event evaluations to analyse successes and areas for improvement, implementing changes for future events.

Senior Events Manager

DABO & CO
Dubai
02.2014 - 05.2015
  • Oversaw the planning and execution of high-profile events, managing a team of event coordinators and liaising with clients to understand their event objectives.
  • Developed detailed event plans, including timelines, budgets, and resource requirements, ensuring all events were executed on time and within budget.
  • Implemented innovative marketing strategies, resulting in a 15% increase in event attendance and a 25% increase in social media engagement.
  • Coordinated with marketing and PR teams to promote events through various channels, enhancing the event's visibility and reach.
  • Collaborated with sponsors and partners to secure funding and resources, enhancing the overall event experience for attendees.

Events Manager

DABO & CO
Dubai
05.2012 - 01.2014
  • Managed a team of events coordinators, overseeing the planning and execution of corporate and community events.
  • Developed event concepts, themes, and designs, ensuring alignment with client objectives and brand identity.
  • Coordinated event logistics, including vendor management, budget tracking, and on-site coordination, resulting in seamless and successful events.
  • Conducted pre-event and post-event evaluations, gathering feedback from clients and attendees to enhance future event experiences.

Events Coordinator

DABO & CO
Dubai
08.2011 - 04.2012
  • Assisted in the planning and coordination of various events, managing guest lists, RSVPs, and on-site registration processes.
  • Collaborated with vendors and sponsors to secure event resources and promotional materials, ensuring a high-quality event experience for attendees.
  • Provided on-site support during events, addressing client and attendee needs promptly and professionally.
  • Organised schedules and logistical support for supply deliveries, staffing and space arrangements.
  • Oversaw complex events calendar supporting regular cadence of events and campaigns.
  • Researched and scouted suitable event venues, maintaining updated list of venue profiles for future use.
  • Documented expenses and tracked budgets, maintaining control against targets.
  • Solicited client feedback to assess event success and uncover opportunities for improvement.
  • Fostered relationships with local and national vendors to support favourable pricing and delivery options.

Education

Bachelor of Arts - Performance Management

Leeds University
08.2008 - 06.2011

Skills

  • Account Management
  • Budget Management
  • Client Relationship Management
  • Customer Experience Management
  • Customer Journey Mapping
  • Data Analytics
  • Event Planning
  • Marketing & Communications
  • Process Development
  • Product Management
  • Project Management
  • Relationship-Building
  • Strategic Planning
  • Training & Mentoring

Additional Information

References available on request.

Timeline

Head of Exhibitor Experience

Informa Markets
03.2020 - 10.2023

Senior Customer Success Specialist

Informa Markets
04.2018 - 02.2020

Head of Events

House of Comms
04.2017 - 03.2018

Events Director

Edelman (Previously DABO & CO)
08.2015 - 03.2017

Senior Events Manager

DABO & CO
02.2014 - 05.2015

Events Manager

DABO & CO
05.2012 - 01.2014

Events Coordinator

DABO & CO
08.2011 - 04.2012

Bachelor of Arts - Performance Management

Leeds University
08.2008 - 06.2011

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Laura McCartney