Dweet
Dweet
Open to Permanent
Open to Permanent

Sam Sylvester

Omnichannel consultant with a passion for connecting physical retail offerings with digital experiences.
About

Omnichannel consultant with a passion for connecting physical retail offerings with digital experiences. My work centres around innovation and strategy for connected omnichannel retail experiences. Consumers expect seamless interactions with the brands they love, no matter where they are or what channel they are engaging through. I help brands lead the way. Well-versed in observing disjointed, clunky touchpoints and developing cohesive best practice for channels to connect.

Previous Brands
Dweet
YunoJuno
Miramedia Ltd.
Vector Resourcing
Work Experience
Customer Success Lead
Feb ‘22 -
Dweet

Client Success & Ops professional with 7+ years experience working in fast growth tech start-ups. - Leading a team of 5 Account Managers across London, Geneva & Paris, focusing on product adoption, account strategy, and user expansion to enhance client experience - Implemented automation for client and talent communication to increase productivity, established team performance visibility, and developed a dashboard for workload management and planning - Guided global Luxury & Fashion clients through various stages including kick offs, onboarding, demos, and QBRs using strong interpersonal skills - Established client WhatsApp/Slack channels for improved communication and faster issue resolution - Work closely with Product and founders to align enhancements with company vision, report performance metrics, and set team and individual targets and training plans - Led team to achieve 80% YoY revenue growth in 2022, 50% YoY revenue growth in 2023, and secured 82% repeat bookings in 2023 Dweet is THE fashion & luxury SaaS hiring platform. For our community members, we provide flexible work opportunities, coaching & support and peer-to-peer connections. For our fashion & luxury clients, we bring the agility of an on-demand vetted talent pool, with the flexibility of different engagement models; freelance, consulting, and permanent.

Senior Customer Success Manager & Commercial Operations Lead
Oct ‘18 - Feb ‘22
YunoJuno

Continued Customer Success Manager responsibilities as per my previous role (stakeholder engagement, kick-off meetings, process mapping, user training, quarterly reviews to discuss actionable insights) along with management of Revenue Operations projects. This included elements of business/systems/process analysis, process automation and project management. Projects include CRM integration, platform enhancements, event coordination, customer service automation and introduction of new tools.

Senior Customer Success Manager - Enterprise Implementations
Jun ‘18 - Oct ‘18
YunoJuno

Customer Success Manager - Enterprise Implementations
Sep ‘17 - Jun ‘18
YunoJuno

CSM duties for structured implementations within complicated organisational setups. Stakeholder engagement, kick-off meetings, process mapping, user training, ongoing support and quarterly business reviews to increase usage of the YJ platform.

Customer Success Manager
Feb ‘16 - Sep ‘17
YunoJuno

AM/CSM responsible for training new users, helping them get the very best out of the YunoJuno platform, taking feedback for product enhancements and increasing usage. www.yunojuno.com

Client Account Manager / Project Manager
Jun ‘15 - Feb ‘16
Miramedia Ltd.

Greatest Achievement - Securing a 3 year multi-site contract with a large Multimedia company, a new client for Miramedia. Acting as first point of contact for clients. Requirements gathering and consultation on web solutions. Writing project proposals and outlining process. Managing relationships through meetings, phone & email. Offering post go-live support including system training. Briefing developers and designers on projects. Maintaining timelines and ensuring all parties are kept up to date with progress. Business process re-engineering, implementing structure and procedures

Retail Systems & IT Recruitment Consultant
Jun ‘12 - Jun ‘15
Vector Resourcing

Greatest Achievement - Securing the largest value contract Vector had achieved in the previous 5 years, this was for a huge international Retail Logistics client (a new client for Vector). Consultant focusing on supplying niche contractors into the Retail sector for Systems & Business Change projects. Maintain client relationships through face to face meetings, telephone and email. Attend Retail Tech exhibitions to keep up to date with knowledge and meet prospective clients. Outline & manage the recruitment process from requirement gathering to post-placement support. Brief the Resourcing team on client requirements and deadlines. Interview candidates in depth to ensure only the most relevant options are put forward to clients.

Languages
English - Native
Spanish - Basic
Education & Training
Leeds Metropolitan
‘05 - ‘09
BA Hons
Business Studies
London, UK