Executive lead in martech (loyalty SaaS), managing $10M+ in ARR and driving $50M+ in client loyalty program revenue across enterprise and mid-market accounts (Suncor, HOYA Vision, White Cap, Bealls). ● Operationalized a client success framework and launched a playbook with KPIs for CSAT, TTV, and retention, that improved CSAT by 10% and drove consistent enterprise outcomes ● Led SaaS adoption and client onboarding programs that achieved 95%+ integration accuracy and positioned Suncor’s Petro-Points to win the 2025 Loyalty360 Award for innovation ● Advised C-suite stakeholders on AI-driven personalization and offer optimization strategies, delivering a 12% lift in engagement and enabling 15% account growth through strategic cross-sell and upsell activities ● Partnered with RevOps, Sales, and Product leadership to align forecasting, pricing, and GTM strategy, improving pipeline visibility, securing multimillion-dollar SOWs, and driving 10% YoY revenue growth ● Strengthened enterprise partnerships by aligning with C-level leaders and championing feedback loops to identify and deliver measurable outcomes, improving CSAT by 10 points and maintaining a 98%+ retention rate ● Recruited and mentored a team of 3 Client Success Managers through ongoing enablement, performance coaching, and strategic account planning to drive enterprise client engagement and portfolio growth

Senior Client Lead, delivering fan-facing digital experiences, including the rebuild and launch of the NHL League App, and managing a $4M budget, P&L, and $10M scope of business. ● Forged strategic alignment with NHL C-suite stakeholders to define and execute a multi-year digital product roadmap, elevating CSAT from 75% to 93% while sustaining a 55% profit margin ● Partnered with Finance and Product leadership to optimize ROI across a $4M+ digital budget, informing investment decisions that enhanced experiences for a 1M+ fan base ● Spearheaded Agile transformation initiatives that increased sprint throughput by 66%, enabling the NHL League App to launch 1-month ahead of schedule ● Established a Voice of Customer (VoC) framework and KPI dashboards that boosted feature adoption by 15% and in-app engagement by 25% within six weeks ● Expanded digital service offerings for NHL All-Star and Stanley Cup events, driving $2M in incremental revenue and deepening fan engagement across marquee properties ● Scaled and led a 30-person delivery organization, coaching 7 direct reports across Agile pods to deliver sponsorship activations, digital campaigns, and fan engagement programs for MLSE’s portfolio of brand partners

Senior Agency Lead managing a $3M portfolio of global enterprise consumer brands, driving GTM strategy and execution through integrated digital marketing programs spanning content, commerce, and CRM strategy. ● Managed cross-functional feedback loops to align sales, marketing, and product, which resulted in a 50% reduction in client escalations and a CSAT lift from 90% to 95% ● Orchestrated omnichannel strategies for Allegion, WestJet, and Amway, closing $1M+ in new business by identifying Adobe AEM Managed Services opportunities to transform their digital presence and campaigns ● Advised client brand teams on content and personalization strategies, which reduced campaign launch time by 40% and accelerated martech adoption that drove $1.8M in incremental digital revenue ● Expanded global account footprint beyond North America into Australia, driving a 30% increase in engagement volume for Allegion and contributing to $500K in incremental campaign revenue ● Directed a $1M digital transformation initiative for IDEAL Industries, enhancing campaign performance and attribution accuracy through optimized data flow and reporting

Managing a portfolio of 125 clients, ranging from small to enterprise wealth management firms and FI’s, leading the onboarding, integration, and adoption of LSEG SaaS products distributing Reuters content. ● Directed a cross-functional initiative to improve the onboarding process, which boosted the portfolio CSAT scores from 89% to 94% and increased the annual subscription value growth from 4.6% to 6.2% ● Onboarded financial institutions to LSEG's SaaS suite and provided guidance on client readiness, product adoption, and system usage which reduced Time-to-Onboard (TTO) by 30% ● Led Scotiabank’s data centre migration to LSEG’s SaaS products, and achieved 100% integration accuracy and zero disruption and increased first-contact resolution by 25% by focusing on root cause resolution ● Cultivated strong multi-level relationships, and consulted with clients to maximize adoption which achieved a 74% NPS exceeding the team average NPS of 71%

Senior Customer Operations Executive reporting to the CEO, focused on delivering calm, scalable customer experiences that drive adoption, retention, and long-term partnerships across the Ciloo platform. ● Owning the end-to-end customer journey across onboarding, implementation, support, and long-term partnership, delivering a calm, consistent, and trusted customer experience ● Leading and scaling Customer Success, Implementation, and Support teams, building clear operating models, coaching leaders, and fostering a culture of ownership and calm execution ● Designing and operationalizing customer processes, playbooks, and escalation frameworks to improve onboarding efficiency, support quality, retention, and customer satisfaction ● Acting as the voice of the customer internally, partnering with Product, Engineering, and Leadership to translate customer insight into platform improvements and long-term customer strategy ● Serving as the final escalation owner for high-risk and critical customer issues, driving calm, structured resolution and protecting retention and customer trust