Rebecca Douel
Milton Keynes
Overview
18
18
years of professional experience
Work history
Senior Customer Success Manager / Head of Customer Success
Matrix
2018.01 - 2026.04
- Executive ownership of strategic customer relationships across Local Authorities and care providers
- Act as senior escalation point and executive sponsor for long‑term public sector and care sector clients
- Lead renewal, retention, and expansion strategy across multi‑year contracts
- Partner with customers to ensure workforce continuity, service coverage, and regulatory compliance
- Align customer success outcomes with operational delivery, workforce planning, and commercial objectives
- Lead cross‑functional collaboration across Operations, Workforce, Finance, and Sales teams
Supply Chain Manager
Matrix
2015.01 - 2018.01
- Led supply chain operations supporting workforce deployment and customer service delivery
- Managed supplier relationships, capacity planning, and continuity of supply
- Supported care sector and Local Authority contracts by ensuring reliable, compliant operational delivery
- Forecasted demand in line with workforce and customer requirements
- Implemented process improvements to reduce risk, improve efficiency, and control cost
Account Manager
Matrix
2008.01 - 2015.01
- Managed long‑standing customer accounts within Local Authorities and the care sector
- Owned end‑to‑end account relationships, including contracts, pricing, renewals, and service agreements
- Worked closely with commissioners and operational leaders to support workforce delivery requirements
- Acted as primary escalation point for service, workforce, and delivery challenges
- Identified opportunities for account growth and expanded service provision
- Analysed sales data for identifying opportunities for growth.
- Collaborated with sales team for achieving shared objectives.
Timeline
Senior Customer Success Manager / Head of Customer Success
Matrix
2018.01 - 2026.04
Supply Chain Manager
Matrix
2015.01 - 2018.01
Account Manager
Matrix
2008.01 - 2015.01