Through 2019-2023, I largely worked with how account teams collaborated internally and serviced clients.

• Some of the tasks I undertook were building an Account Management Toolkit, with sections on role clarification, templates for project management, case studies and guidelines of how to manage common account conflicts.

• I managed the client Net Promoter Score process annually, gathering feedback from our clients and working with the account leads to assimilate the feedback.

• In order to improve our innovative, cross-functional culture, I developed

  • the Big Picture Cards: a card deck asking the most important questions to help teams strategise;

  • a Workshop Toolkit to help teams reflect, innovate and retrospect with structure and autonomy.

• As Twigeo grew, I facilitated the production of the Employee Handbook to make an easy reference point for employees regarding policies, colleagues and the Twigeo Brand.