Louise O'Mahony
Programme Manager
London
Summary
Strategic programme management professional skilled in overseeing complex, high-value AI and technical projects. Specialising in enterprise client relationship management and finding elegant solutions to complex business needs.
Overview
13
13
years of professional experience
Work History
Programme Manager
askporter
07.2022 - Current
- Directed a portfolio of high-impact strategic projects, orchestrating multiple complex workstreams to generate £100k in incremental revenue.
- Served as a Subject Matter Expert in PRINCE2 methodologies, standardising project execution across the organisation to ensure consistent delivery quality. Also comfortable within Agile frameworks.
- Realised significant gains in programme efficiency by re-engineering legacy processes and implementing time-saving workflows.
- Pioneered the integration of advanced project management tools, enhancing real-time tracking, reporting accuracy, and cross-functional information sharing (Atlassian, Lucid, Miro).
- Managed diverse, cross-functional teams to consistently deliver complex projects 95% within budget and ahead of critical deadlines.
- Cultivated high-level stakeholder buy-in for programme initiatives, leveraging expert negotiation and communication to align disparate business interests.
- Acted as a primary client liaison to translate complex business needs into technical requirements, ensuring final deliverables met 100% of user expectations.
- Strengthened long-term client retention by implementing a proactive issue-resolution strategy and maintaining transparent, high-frequency communication channels.
- Spearheaded the implementation of business-wide strategic goal-setting, establishing a performance monitoring framework that provided the Executive Team with actionable insights.
- Directed the end-to-end product lifecycle for a high-priority Large Language Model (LLM) solution, from initial conceptualisation and prompt engineering strategy to deployment and post-launch optimisation.
Customer Success Manager
askporter
07.2019 - 08.2022
- Provided business, technical and product knowledge in support of post-sales activities.
- Led process improvement and problem-solving efforts to create standard procedures for customer success team.
- Played instrumental role in client satisfaction by working with operational teams for swift resolution of service issues.
- Assisted clients with onboarding and product set-up to foster successful adoption and usage.
Customer Care Manager
Konditor & Cook
08.2015 - 06.2019
- Researched, launched and change-managed the implementation of Zendesk CRM software, replacing outdated email-based solution.
- Expanded responsibilities of team to include social channels, bringing seamless, omnichannel support in-house.
- Built business infrastructure and documentation for handling orders and invoicing B2B accounts.
- Grew phone-based sales by 4% and helped support Online sales growth of 23% over FY1819.
- Provided empathetic, emotionally intelligent leadership and created a learning and development plan to track team success and growth.
Project Support - Customer Experience
Sainsbury's
08.2014 - 08.2015
- Provided key support on the development of a new CRM system before being rolled out across the organisation nationally.
- Liaised with stakeholders including third-party contact centres, product quality technicians and procurement teams.
- Uncovered and clarified business requirements, identifying possible conflicts and seeking resolution at an early stage.
- Led on User Acceptance Testing across multiple teams to identify defects and document new change requests.
<p > Programme Assistant - Change Management </p><p > </p>
Sainbury's
07.2013 - 08.2014
- Provided key support to a team of experienced project managers to deliver a successful division restructure.
- Arranged and facilitated steering groups, communicating to a large stakeholder group.
- Standardised end-to-end project management processes across the team to optimise efficiency and transparency.
Education
University of Leeds - English Language & Literature (BA)
09.2006 - 05.2010
Skills
Proficient in Google Suite
Project management
Software documentation
Stakeholder communications
Cross functional team builder
Risk analysis and management
Data analysis
Product development
Timeline
Programme Manager
askporter
07.2022 - Current
Customer Success Manager
askporter
07.2019 - 08.2022
Customer Care Manager
Konditor & Cook
08.2015 - 06.2019
Project Support - Customer Experience
Sainsbury's
08.2014 - 08.2015
<p > Programme Assistant - Change Management </p><p > </p>
Sainbury's
07.2013 - 08.2014
University of Leeds - English Language & Literature (BA)
09.2006 - 05.2010