BEN's Resume

BEN

Director of Operations & Product

Male

33 y/o

Product Manager/Product Director/IT Project Management/PMO/Process Management/Implementation Consultant/Project Manager/Supervisor/Project Director/Operations Manager/Supervisor/Operations Director/Strategic Product Manager/Consulting Director/Consulting Project Manager/Consultant/Strategic Planning/Management/IT Consultant/Other consulting/research positions/Industry Research/Brand Manager/Supervisor/Customer Service Director/Customer Service Manager/Supervisor/VP of Operations/Chief Operating Officer/COO/English Teacher/University teacher/professor/Customer Success

Live in United Kingdom

Nationality United Kingdom

Summary

I build things. Products, solutions, teams, systems and operating models that hold a business and its departments together. Sometimes starting from a blank page, other times picking up where someone left off and finishing the job. I love this work. Solving problems, designing how a function should run, hiring the people who run it, turning ideas into things that work. A decade spent in SaaS, most of it as the critical bridge between customers, technical teams, and business outcomes. Balancing risk, cost, and growth at every step. Across almost every kind of business. Enterprise, mid-market, early-stage. Financial services, retail, tech, auto, public sector, to name a few. Regardless of size or sector, the goal is always the same. Find what isn't quite working. Rebuild it so it does. Build towards the outcomes that matter, and the kind of impact that compounds. How I think has been shaped by my journey. I've wanted to learn and build things for as long as I can remember, which earned me Entrepreneur of the Year from Peter Jones (Dragons' Den), then a first-class degree in Business Enterprise, and later the privilege of working on a leadership model with John Adair. Since then, a decade in SaaS alongside some genuinely talented people which taught me a lot. I'm currently writing a book on building systems that deliver outcomes by design, not by chance. Something that matters more than ever in the age of AI. Outside work I climb mountains (Fuji, most recently), play strategy games, and am slowly making my way through Mandarin. Same instinct, really. Pick a hard thing, plan a path, do the work, enjoy it. Relocating to China 2026. Feel free to contact me on WeChat to discuss opportunities.

Work experience

Director of Operations & Product
Haku AI
2025.06-Current
(a year)
AI sales intelligence & orchestration platform · Backed by UK SaaS VC Haatch · Customers across EMEA and US • Architected Haku's productisation move into a scalable SaaS platform, partnering with leadership on positioning, product strategy, and pricing to build predictable MRR and subscription-based customers, creating the commercial foundations that secured Haatch VC backing at a £3.7M valuation. • Owned Product end-to-end, roadmap, UI/UX, AI credit business model, and partner stack, taking Haku from MVP through to a working SaaS platform in 3 months, serving paying customers across the UK, Europe, US, and UAE. • Built Customer Success and Support from scratch: onboarding, delivery cycles, KPI cadence, knowledge portals, and enablement systems that scale customer outcomes alongside the platform. • Designed a deliberately lean operating model across HR, Finance, and Business Operations, leveraging AI, automation, and an on-demand partner network to run the company without operational bloat.
Director of Professional Services
Medallia (NYSE: MDLA)
2024.06-2025.06
(a year)
Global leader in Experience Management · Acquired by leading software PE firm Thoma Bravo for $6.4B (2021) · Customers in 100+ countries • Led the combined EMEA Core Implementation and Managed Services department. Owned and grew the EMEA Core P&L: $7M+ across 70+ brands, delivering 10–20% YoY growth. • Led the design and implementation of professional services processes and tooling for quality assurance and delivery as the UK PMO lead, adopted across all delivery departments. • Personally led the implementation for HSBC, one of Europe's largest CX deployments, managing a combined team of Medallia employees and delivery partners, delivered on time & budget.
Senior Project Manager & EMEA Core Managed Services Portfolio Lead
Medallia
2021.11-2024.06
(3 years)
Achievements: • Built a new EMEA Core Managed Services function from scratch, designed the team operating model, tooling, processes, and sprint-based delivery system to bring small-to-mid-market customers into a unified service model. • Productised enterprise-grade managed services into a mid-market offering, drove 0% churn for poor service and $1M+ in additional services revenue per year. • Established and acted as Product Owner for the new department, defining the processes, documentation, and artefacts that drove 85% sustained team utilisation.
Project Manager
Medallia
2020.06-2021.11
(a year)
Achievements: • Managed a $3M portfolio of enterprise projects across 5 global brands, developing and delivering customer & employee experience programmes. • Led a global bank's Agile transition, hitting 91% sprint forecasting accuracy; advised clients across delivery methodologies, processes, documentation, and technology. • Recovered 2 high churn risk red-status accounts by championing client feedback into the roadmap; closed product gaps driving churn and stabilised release impact.
Implementation Consultant
Sprinklr
2019.12-2020.06
(7 months)
Sprinklr (NYSE: CXM) · #1 Unified Front Office Customer Experience Management platform for modern channels · $5B across 16 countries Achievements: • Delivered strategic configuration, Customer Experience & Digital Marketing advisory to a £4M client portfolio across multiple sectors, with 100% renewal. • Developed KPI frameworks and research strategies for companies such as the MET Police and Mars that aligned to critical business objectives, e.g. social listening programmes during the Uncle Ben's rebrand to Ben's Original.
EMEA & APAC Knowledge Manager
Sprinklr
2018.08-2019.12
(a year)
Achievements: • Led SaaS training & adoption across EMEA & APAC, driving an 81% increase in platform usage over 6 months. • Developed instructional guides, certification and training content for social marketing & customer experience management software, boosting comprehension by 40%. • Designed and delivered custom onsite & remote enablement for 1,258 clients across 19 countries, ensuring go-live readiness.
Implementation Manager
MaritzCX
2016.10-2018.08
(2 years)
MaritzCX · Global leader in CX software & services · Acquired and merged into InMoment (2020), backed by Madison Dearborn Partners Achievements: • Implemented and owned 80% of UK SaaS deployments utilising Agile and Waterfall methodologies. Managing documentation, workflows, prioritisation and coordination with stakeholders. • Designed and delivered £30M+ custom solutions using HTML, CSS and JavaScript, for HSBC, IAG, FCA, Pearson, and Volkswagen. • Developed new use cases to enhance company solutions in order to meet clients' current and future functional requirements. One led to a complete overhaul of how the platform interacted and stored data structures. • Certified/trained 50+ EMEA clients and internal staff in the use of MaritzCX software delivering onsite internationally.
Customer Experience Development Executive
MaritzCX
2015.09-2016.10
(a year)
Achievements: • Solely responsible for developing new client opportunities as part of Marketing & Lead Generation for the UK. Supported full sales cycle. • Generated over $3Million dollars in pipeline in Financial year 2015. • Developed propositions and use cases for CX, working with internal and external stakeholders. • Ran successful marketing and awareness generating activities such as email & social campaigns, webinars, postal campaigns, and events. Creating the biggest CX event in London for 2016.
Client Success Manager / Web Developer
Relative Digital
2013.08-2015.08
(2 years)
Relative Digital · Digital presence management firm. Achievements: • Developed, optimised, and managed client websites. Delivered monthly site updates, GA analytics reports, and digital strategy advice. • Managed remote 3rd party designers and developers worldwide. • Built-out client portfolios through upsell opportunities and managed online and offline business marketing initiatives.

Educational experience

Buckinghamshire New University
BA (Hons) Business Enterprise
2012.09-2015.06
(3 years)
Grade: First Class Honours Activities and societies: • Mentor • Motivational speaker • Mixed Martial Arts (MMA) • Guest speaker at the opening of the Claire Business School Studied modules: • Operations Management & Analysis • Strategic Management • Innovation Quality & The Internet • The Business Environment • Digital Technologies for Marketing • The Role of Marketing in Business • Small Business • Enterprise • People & Organisations • Enterprise Projects • Dissertation "How Leadership affects Innovation within an Organisation" A wide range of resources such as Mintel, journal articles and news papers where used to conducted in-depth research and analysis. For my dissertation, I conducted interviews with professionals such as John Adair, Sir Bruce Liddignton and John Baldoni, focusing on the topic of leadership.
Peter Jones Enterprise Academy
Business Enterprise & Entrepreneurship
2010.09-2011.06
(10 months)
Grade: Distinction * Distinction * Activities and societies: • Live Business Challenges • Guest Speakers • Business Etiquette • Pitching and Presenting • Founder and trustee for a social enterprise (I-CAN) that raised £1800 for charity, obtained sponsorship from Tesco's and won the award 'Social Enterprise of the year' for 2011. • Set up and ran own business. Designing own products, which went through to prototyping. • Was awarded 'Entrepreneur of the year' for 2011, by Peter Jones. • Weekly opportunities to listen and learn from external speakers such as Levi Roots, previous winners from the TV show 'The Apprentice' and other successful entrepreneurs. • Constantly participated in live business challenges for companies such as Orange, Expansys, Tomas Cook and L'Oreal.