Highly motivated and extremely flexible individual with excellent communication and people skills. Comfortable dealing with all levels of an organisation whether that be engaged in selling activities, developing key business strategies or project managing new initiatives. Experienced in designing customer support operations across multiple countries.

Head of Digital Insights and Customer Experience @ • Successfully supported the launch of Morrisons online business. Accountable for the strategy, insight, customer contact centre and analytics functions. • Responsible for the development and implementation of medium and long term strategic plans which have grown annual sales in excess of £200m. • Launched new functionality and processes to improve the customer journey including click to chat. • Manage a team of analysts to develop in depth and bespoke customer insights to drive sales and personalisation initiatives. From June 2014 to Present (1 year 7 months) APAC Sales Strategy and Operations Manager @ • Independently managing key workstreams as part of the global sales team reorganization. This included analyzing system requirements, training needs and developing regional communications for over 2000 sales employees. • Responsible for developing account assignment and service level methodologies across all Google sales channels in Asia. This included the deployment of new processes and communicating recommendations to senior executives. • Successfully launched sales incentive and motivation programmes across Asia. • Project managed the 2011 Asia sales conference, staged in Tokyo. Independently managed a large budget, running tender processes, negotiating vendor contracts, producing critical path and work plans for conference team, managing onsite contractors and communicating internally with senior executives. From January 2010 to July 2013 (3 years 7 months) Tokyo, JapanSenior Industry Analyst @ Provided daily research and analysis to leading finance and insurance institutions. Additionally, led and supported several internal projects across many business functions which included: • Developed industry wide and subvertical analysis reports examining the economic climate. • Responsibility for co-ordinating the production of key pitch collateral, external event presentations and account plans. • Created quarterly revenue forecasts for the largest UK vertical by collating account, industry and economic information. • Played an active role in developing materials and training peers on new search methodologies. From September 2008 to January 2010 (1 year 5 months) London, United KingdomCustomer Management Consultant - Enterprise Applications @ • Producing and executing test scripts and running training sessions for the implementation of a new CRM system. This included presenting and running workshops to circa 60 delegates. • Developed training schedules and managed multiple contractors for a large scale document management implementation with over 12,000 users. • Training included: - CIMA foundation level modules included; Accounting, Mathematics, Law and Economics. - Customer school; intensive course to develop knowledge of customer management systems including OYNX, Siebel and Microsoft CRM. - Certificate in Siebel 8.0 fundamentals for business analysts. From September 2006 to September 2008 (2 years 1 month) London, United Kingdom

Social Media Strategy, Online Strategy, Distinction @ Temple University Japan From 2013 to 2014 Marketing Academy @ INSEAD From 2011 to 2012 HEC From 2005 to 2006 Bachelor of Business Administration (BBA), Business Administration and Management, General, 1st Class @ Lancaster University From 2002 to 2006 Kirsty Needham is skilled in: Digital Strategy, Enterprise Software, Analytics, Online Advertising, Web Analytics, Competitive Analysis, E-commerce, Mobile Advertising, Google Analytics, CRM, Marketing Strategy, Sales Operations, Operations Management, Project Management, Management