Gem Moran

• Co-led the development of a new product alongside the Product Manager, from validation to MVP, generating $115k+ in revenue and acquiring 483 new product users.
• Drove the feedback loop with pilot customers, gathering insights and collaborating with the Product Manager to prioritize and implement new features and enhancements, many of which are now integrated into the product.
• Led internal and external product adoption initiatives by conducting company-wide training sessions, webinars, and creating detailed Help Centre content, FAQs, and internal guides.
• Developed and tested various use cases to discover product-market fit. Devised a product adoption campaign to test specific use cases and their effects on overall net retention.

• Managed a diverse portfolio of over 200 clients with varying degrees of engagement (high, medium, low touch), totaling $150k ARR. Guided clients through the entire customer journey—from onboarding to adoption and retention. Consistently exceeded the quarterly net retention goal of 85%.
• Tasked with managing top-tier clients in terms of ARR utilizing the IP API product, and as a consequence, secured the largest upsell in company history, increasing ACV by 164%.
• Secured promotion to Senior Customer Success Manager after designing and executing a highly successful proof of concept (PoC) pilot program for a new product, resulting in $70k in MRR.

Reporting to the General Manager, led a Client Services team of 5. Oversaw the delivery of new business pitches, account management, client reporting, and retention, achieving margin and book of business (BOB) targets. Developed planning structures and client service best practices.

Oversaw the daily operations of Shop Direct's Retargeting and Prospecting activities, consistently meeting monthly demand and ROI targets. Acted as the central manager for integrating Google stack products (Studio, DCM, DBM, GA 360), ensuring smooth delivery of dynamic creative decisioning and optimal use of first-party data. Proudly served as a line manager to two direct reports, fostering their growth and development.

Key planner for multi-million-pound XBOX campaigns, driving innovations in the programmatic space. Pioneered early adoption of BETAs and new buying methods across various digital channels. Acted as a crucial liaison with creative, PR, and key retailers, ensuring consistency in messaging and experience across all digital media executions.

Played a pivotal role in supporting work streams across multiple departments, from briefing specialist activation teams to delivering multi-channel responses to clients. As a digital specialist, enhanced the digital expertise of the broader team. Managed day-to-day account activities, including budgets, finance, and reporting, further solidifying my expertise in account management.

Landed a highly competitive internship at a top London agency, competing against over 200 candidates. Gained invaluable experience in planning and client management across display, print, and radio, laying a solid foundation for a successful career in media and advertising.