Sam Edwards

Experience

• 

  Specsavers

  Mar 2008 - May 2010

  Sales Associate
• 

  Edwards Contracts

  Jul 2010 - Dec 2012

  Business Owner
• 

  Virgin Media

  Jan 2013 - May 2013

  Sales Associate

  During my time with Virgin Media I served primarily as a Sales Associate dealing with consumers. This was a great experience and helped me to learn a lot from the company ethos and business style. This was an especially exciting time as Virgin Media was reimagining their retail venture to improve the customer experience.

• 

  Apple

  Jun 2013 - Nov 2014

  Family Room Specialist
• 

  IBSA

  Nov 2014 - Jun 2017

  Security Specialist Project Manager
• 

  Apple

  Jun 2017 - Jul 2022

  People and Operations manager of Apples Largest Retail space in EMIEA. Responsible for the daily operations and strategy for different areas of the business including B2B, HelpDesk, Operations and Employee engagement. Leadership Career Experience

  • Lead (Store Manager)

    Aug 2018 - Jul 2022

  • Risk Management Specialist (Secondment)

    Apr 2020 - Jun 2020

  • Lead (Career Experience)

    Apr 2018 - Aug 2018

  • Genius

    Jun 2017 - Aug 2018
• 

  Disciple Media

  Jul 2022 - now

  - Leading the development and implementation of a comprehensive retention strategy, resulting in a improvement 15% YTD increase in customer retention rates.- Building the companies first churn forecasting process to accurately predict customer behavior and proactively implement retention measures with an accuracy of 98%- Successfully revitalised the onboarding process and resources, enabling customers to self-serve through dynamic video resources and driving a approx 30% reduction in support tickets, and our ability to deliver our first self serve tier.- Serving as the primary point of contact for large and key accounts, providing strategic guidance, resolving issues, and ensuring customer satisfaction.- Playing an integral role in the core cross functional group that researches and defined the Ideal Customer Profile (ICP), shaping our market positioning and targeting strategies. Show less - Joined the company to address broken processes and enhance the overall customer success function.- Collaborated cross-functionally with product, sales, and support teams to identify areas for improvement and streamline processes.- Led efforts to revamp onboarding procedures, resulting in improved customer satisfaction and reduced time-to-value.- Developed strong working relationships with internal teams, facilitating effective communication and ensuring customer needs were addressed promptly.- Proactively gathered customer feedback and worked closely with the product team to drive product enhancements aligned with customer needs.- Recognised for exceptional performance and quick impact, promoted to Senior Customer Success Manager within 8 months Show less

  • Senior Customer Success Manager

    May 2023 - now

  • Customer Success Manager

    Jul 2022 - May 2023