Marc Verhees

Experience

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  VanLeest Music and Movies

  May 1998 - Jun 2003

  Retail Assistant
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  ARS Traffic & Transportation Technology

  Aug 2005 - Oct 2005

  Administrative Assistant
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  Google

  Dec 2005 - Jan 2021

  Solution program lead for internal tools and systems used globally by 15K ads support agents. - Coordinated the global deployment of a Google build VoIP system, the foundation for AI driven voice support.- Shaped the experience of a new workforce management ecosystem that drives support operation efficiencies.- Ran the quarterly feature request process for the global ads support team across four developer teams.- 20% Google Projects: 1) UX designer for Trust & Safety. Designed wellbeing features console for a sensitive content review tool. Redesigning the abuse reporting flow for consumer products. 2) Lead UX Designer for Social Addressing app, currently deployed in Kolkata India with a view to launch the app globally in an open-source manner. Show less Managed a team of 9 FTEs in Dublin (IE) and Wroclaw (PL), who optimize the self-help experience for ads customers.- Increased cross-platform customer engagement and self-resolution by fine-tuning the critical customer journeys through service mapping resulting in a total reach of +2M/week visitors and a 12% reduction in escalation rate.- Successfully created & executed the annual strategy, vision & goals including a restructuring of the help team around three key business metrics and objectives (acquisition, self-serve resolution and UX). - 20% Google Project; Leading the Google Cloud 9 Innovation Space, host to 200+ annual Design Thinking workshops. Show less Ran international commercialization of AdWords Express through cross-functional engagements with product, engineering, marketing, sales and services teams by launching 14 new markets with 120K+ customers (+40%).- Reduced top customer query volume by 40% in 3 months time by addressing key usability pain points in the product.- Product managed internal tools improvements resulting in workflow efficiencies (time saved) for the sales and services team. This included user research, workflow mapping & wireframing. - Managed a team of 13 multilingual specialists focused on ad campaign quality improvements. Show less

  • CX Solution Delivery Lead

    Feb 2018 - Jan 2021

  • Head of AdWords Help EMEA

    Aug 2015 - Feb 2018

  • Global Product Lead AdWords Express

    Mar 2012 - Jul 2015

  • Product Specialist Non-Search Ads

    Jun 2008 - Mar 2012

  • AdSense Support Strategist

    Dec 2005 - Jun 2008
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  Hoever.nl / vakantie.nl

  Jan 2006 - Jan 2007

  Travel writer

  Writing travel blog posts focussed on male audience.

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  Flopsyshop.ie

  Oct 2016 - Jun 2019

  Founder

  Started, grew and sold Ireland's only dedicated web boutique that offers quality hand-picked preloved kids clothes.Designed, created and maintained the Shopify based e-commerce platform. Managed paid and social media marketing (AdWords/Facebook/Instagram/Mailchimp). FlopsyShop.ie became profitable after two years by continuously fine-tuning the online experience and applying growth hacking techniques to drive engagement with eco-conscious parents.

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  Uxsqirl

  Jul 2019 - Dec 2020

  Owner & Founder

  Freelance UX/UI designer to help start-ups & growth companies in Dublin or remote. Worked with Snapfix to move from MVP to a Beta product.

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  Snapfix

  Jan 2021 - May 2023

  Product Manager

  Snapfix is the simplest task management solution for reactive and planned maintenance. On trajectory to generate €1M ARR by EOYear 2023 (250% YoY) from 400+ global customers.- As the only product hire I work directly with the CEO and CTO as owner of the product vision, roadmap, sprint planning, UX research & design, UI design and sprint documentation creation. - In 2022 the 30-day active user and engagement metrics tripled through 20+ product pushes across iOS, Android and Web. New features include; Scheduler & Calendar and Checklists, Data Dashboard & Reporting, Asset Register, Onboarding & Payment upgrades and API integrations.- Operationalising marketing, sales and support processes through Hubspot and other tools. - Spearheading culture creation and transforming the company into a people led business. Show less

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  Hertz

  Jun 2023 - now

  Senior Product Manager

  Transforming and scaling up the Hertz 24/7 hourly rental product.