Natalie Mildon
Brighton,UK
Summary
Dynamic and results-driven customer engagement & experience manager with expertise in event marketing strategy, planning, and management. Demonstrates proficiency in sales & marketing management, venue experience, and budget management while fostering cross-functional collaboration and process improvement. Adept at vendor relations, staff training, team mentoring, and employee relations to drive operational excellence. Skilled in reporting & forecasting with a focus on creative thinking and innovation to deliver impactful solutions. Committed to leveraging strategic insights to enhance organisational growth and customer satisfaction.
Overview
23
23
years of professional experience
Work history
Global Client Services Manager
Virtusales Publishing Solutions
01.2018 - Current
- Supported a global network of 100+ customers, optimising performance and outcomes through effective use of the Biblio software suite
- Provided expert technical guidance while championing customer interests to influence product development and support outcomes
- Directed a 20-member international team, providing expert coaching and delivering effective technical solutions through root-cause analysis and investigative methods
- Spearheaded the planning and execution of high-profile event presences at international trade shows, including the London and Frankfurt Book Fairs. Delivered a seamless visitor experience for over 300 attendees at each event by showcasing new product lines, managing on-site logistics, and engaging directly with prospective and existing partners to build meaningful relationships and drive brand visibility.
- Led the creation of engaging content for the website, webinars, and sales pitches to support brand visibility and commercial growth
- Created precise performance reports on KPIs and SLAs, presenting insights and strategic recommendations to drive continuous improvementIdentified new business opportunities within existing accounts to nurture customer advocacy.
- Took over during a period of crisis and rebuilt the Client Services team, increasing headcount from 12 to 20 while restoring stability, morale, and performance
- Led the design and rollout of a staff survey (92% response rate) to identify companywide communication gaps, resulting in the implementation of a new engagement platform that enhanced internal communications
Freelance Digital Marketing Consultant
Lizard Design Consultancy
01.2016 - 01.2018
- Cultivated and managed client relationships to drive online sales growth and expand digital audience reach.
- Planned and executed two major digital marketing campaigns for online courses, attracting 220 participants and generating £330K in revenue.
- Created, edited, and published multi-channel content, including newsletters, blog posts, and social media ads, to support brand visibility and engagement.
- Built a global mailing list of over 10,000 subscribers and produced high-performing weekly newsletters using MailChimp.
- Boosted social media following by 20% in nine months through targeted content strategies and audience engagement initiatives.
Corporate Account Manager
The Eventa Group
01.2014 - 01.2015
- Planned and managed up to eight events per month, collaborating with clients nationwide to ensure seamless execution aligned with their goals.
- Assessed client needs, developed event schedules, and created detailed budgets to optimise efficiency and customer satisfaction.
- Sourced and negotiated with vendors and venues, building strong partnerships through tailored engagement initiatives.
- Executed business development and PR strategies in alignment with senior management to drive brand visibility and client acquisition.
- Consistently met monthly sales targets of £8K, exceeding 40% of stretch targets through proactive pipeline management.
- Increased key accounts by 65% through strategic cold calling, lead generation, and relationship building.
EMEA Customer Service Manager
Tyco Security Products Ltd
01.2011 - 01.2014
- Delivered exceptional customer service, consistently creating rewarding experiences that foster loyalty.
- Managed and coached a 12-person European Customer Service team, driving tailored solutions that boosted product sales.
- Resolved escalated product and service issues while leading process improvements to elevate overall service quality.
- Monitored and reported on sales forecasts and trends to support data-driven business decisions.
- Partnered with senior management to develop and implement strategic initiatives enhancing customer engagement.
- Organised and executed customer hospitality events to deepen client relationships and brand affinity.
- Led change management efforts during company acquisitions, overseeing recruitment, training, and mentoring for a seamless integration of trans-continental teams.
- Reduced call handling times by 50% and increased department performance by 76% through deployment of intelligent phone platforms across EMEA offices.
Customer Service Manager
Giesecke + Devrient GB Ltd
01.2010 - 01.2011
- Provided leadership, training, and coaching to a six-member UK Customer Service team, fostering a high-performance culture.
- Built and maintained strong relationships with high-value clients, driving increased satisfaction and loyalty.
- Managed client projects by acting as the primary liaison between customers, suppliers, and internal teams, ensuring smooth communication and delivery.
- Prepared monthly sales forecasts, analysed variances, and presented insights to senior management for informed decision-making.
- Contributed to strategic planning and customer sales review meetings, supporting business growth initiatives.
- Reduced staff sickness rates by 50% and improved staff satisfaction scores by 75% within one year through targeted engagement and wellbeing initiatives.
- Improved report accuracy by 15% by critically evaluating and refining monthly sales forecast data.
European Customer Service Manager
Avid Technology Ltd
01.2004 - 01.2010
- Promoted as a key member of a global team of 80, enhancing customer service operations across Europe, Africa, and the Middle East.
- Directed and managed a 12-member Customer Service team, driving improvements in operational efficiency and customer satisfaction.
- Acted as the primary point of contact for international clients, collaborating with the Sales team to assess needs and deliver tailored technical solutions.
- Managed reseller sales processes end-to-end, ensuring smooth and timely transactions.
- Planned and executed events, trade shows, and client meetings to strengthen engagement and brand presence.
- Provided regular sales reporting and trend analysis to cross-functional teams and senior leadership to support strategic decision-making.
- Oversaw management of the European Online Store, contributing to a 21% year-on-year sales growth.
- Led a major consolidation project, centralising five Sales Operations teams into a single UK-based unit following company restructuring.
Customer Service Advisor/Team Leader
Avid Technology Ltd
01.2003 - 01.2004
- Led a team of customer service advisors to enhance operational efficiency and service quality.
Education
Undergraduate coursework - English (HONS)
UNIVERSITY OF WALES
Skills
- Customer Engagement & Experience Manager
- Event Marketing Strategy
- Event Planning & Management
- Sales & Marketing Management
- Venue Experience
- Employee Relations
- Process Improvement
- Reporting & Forecasting
- Vendor Relations
- Staff Training
- Team Management & Mentoring
- Cross functional Collaboration
- Budget Management
- Creative thinking & Innovation
Timeline
Global Client Services Manager
Virtusales Publishing Solutions
01.2018 - Current
Freelance Digital Marketing Consultant
Lizard Design Consultancy
01.2016 - 01.2018
Corporate Account Manager
The Eventa Group
01.2014 - 01.2015
EMEA Customer Service Manager
Tyco Security Products Ltd
01.2011 - 01.2014
Customer Service Manager
Giesecke + Devrient GB Ltd
01.2010 - 01.2011
European Customer Service Manager
Avid Technology Ltd
01.2004 - 01.2010
Customer Service Advisor/Team Leader
Avid Technology Ltd
01.2003 - 01.2004
Undergraduate coursework - English (HONS)
UNIVERSITY OF WALES
Similar Profiles
CHRISTA SEELEYCHRISTA SEELEY
Project Manager at Virtusales Publishing SolutionsProject Manager at Virtusales Publishing Solutions
Terrell Rashad DorseyTerrell Rashad Dorsey
Quality Control Lead at Right Direction Technology Solutions – U.S. Government Publishing OfficeQuality Control Lead at Right Direction Technology Solutions – U.S. Government Publishing Office
Collin Godwin DickCollin Godwin Dick
Sr. Manager – HR at Springer Nature Technology and Publishing SolutionsSr. Manager – HR at Springer Nature Technology and Publishing Solutions
Vitalis Manjong NgwambiVitalis Manjong Ngwambi
Legal Aid Administrator at LawstopLegal Aid Administrator at Lawstop
Karuna Gingell-BeckmannKaruna Gingell-Beckmann
Revenue Operations & CRM Consultant at Independent ConsultantRevenue Operations & CRM Consultant at Independent Consultant