Vanessa Khimoun-Jourdan

Leading the development of the Doctify Commercial Product across UK, EU and APAC markets. Collaborating with cross-functional teams including design, engineering, marketing, sales and customer success to brainstorm; define product requirements and KPIs to drive growth and product engagement. Managing relationships with key business stakeholders Developing and communicating the product roadmap to the entire organisation, ensuring alignment with business goals and customer needs Monitoring market trends, competitive landscape, and customer insights to identify new opportunities, and drive product innovation. Using data analytics and metrics to measure product performance and optimising user experiences. Conducting user research and gathering feedback to inform product decisions, resulting in specific improvements or positive impact on existing features such as the Doctify review tool which with a small tweak has seen a 30% increase in review collections across the 5 markets Doctify operates in. Created and implemented a Bugs and Insights reporting process, enabling the support team to efficiently track, prioritise, and escalate issues while providing valuable product feedback for continuous improvement.

Working closely with the Head of Customer Success to build the customer success experience for our mid-market clients: clinics and hospitals including processes, milestones, communication, customer mapping, upsell strategies and product loop feedback. This work will be used and deployed globally, in the UAE, Austria, Germany and Australia. Responsible for a vast portfolio of Mid Market clients focusing on product engagement, website optimization and user experience from the entirety of their relationship with Doctify. In charge of retention and growth of all clinics and hospitals through upsells and cross-sells opportunities. Creating collaboratively strategies and processes building the Doctify customer success experience. Supporting the international teams (UAE, Austria, Australia and Germany) with creating and implementing processes to scale the customer success work and tasks. Working closely with the Product Team to continually improve and adapt Doctify's products through user feedback, AB testing, user experience analysis and process development. Patient Advocacy work.

Responsible for a vast portfolio of clients (healthcare specialists) focusing on product engagement, website optimization and user experience from the entirety of their relationship with Doctify. In charge of clients' retention through engagement campaigns, touchpoints and regular communication. Created collaboratively with the Head of Customer Success what the customer success experience looked like including strategy, processes, milestones, communication etc which was then rolled out globally.

Responsible for having developed and implemented an onboarding strategy that was tested on the entire client portfolio at the time (1000+ clients) and adapted on enabling Doctify clients (consultants, clinics and hospitals) to collect reviews online efficiently. The processes created are still being used and have been implemented globally (UAE, Austria, Germany and Australia). Onboarded and supported all new clients and their support team with using Doctify Account managed all new Doctify clients for the first 6 months of their membership through a tailored customer success journey and support. Trained and accompanied an onboarding team of 7 people during the pandemic to help with onboarding an influx of clients Worked closely with the Sales, Sales Development and Product Teams to continually improve Doctify's products through understanding the type of clients we worked with, what mattered to them etc. Conducted AB testing, process development and user experience analysis to support the organisation's growth.

Fundraising: Set up a yearly strategy (including a set budget) focusing on Corporate, Community and Challenge Events fundraising. Managing fundraising projects and campaigns, accounts and activities nationally including: Christmas, Direct Marketing and digital campaigns. Responsible for creating and maintaining corporate partnerships with companies like HSBC, BT, Scotia Bank, Lloyds, Fidelity, Flying Tiger Copenhagen stores and most recently Google. Establishing relationship with local schools, churches, mosques, WI’s and Round Tables and delivering presentations. Writing bids and Pitching in line of key objectives, targets and projects to corporate and external parties. In charge of developing Challenge Events regionally and nationally. Doubled the number of income and participants in 2015 and 2016. In charge of acquisition and retention of individual donors. Fostering: Provide direct support to Fostering Services in relation to Foster Carer recruitment and retention Continue to raise profile within agreed geographical target areas, including fostering events and the development of local community links Support the planning and delivery of various events in the West Midlands, Essex and London Develop and facilitate carer ‘support and recruitment hubs’ Link with local authority

Lead and manage all fundraising campaigns regionally and nationally, including: Christmas, Direct Marketing and digital campaigns Create all marketing tools for fundraising, including supporting literature, newsletters, and fundraising webpages. In charge of social media for fundraising Develop community relationships in areas where fostering is growing. Organising fundraising events to embed the organisation in local communities all over the UK. In charge of challenge events around the country. Getting supporters taking part in the challenges, managing places, supporting the people taking part in those, responsible for the marketing campaign around each events by developing an online engagement. Manage volunteers as well as corporate relationships Established and Maintained successful Corporate Partnerships with Google, HSBC, Lloyds, Scotiabank, BT, Sainsburys and Flying Tiger Copenhagen (Tiger Store) in London and the West Midlands

Providing a bespoke administrative support to the Head of Corporate Strategy Development who project manages the development and roll out of the new five year Corporate Strategy Framework of the British Red Cross. Part of the Engagement team rolling out the Strategy nationwide, provided tools and support for forums, conference and meetings with Red Cross Staff and Volunteers.

Working with the Community Fundraiser on managing the internal and external fundraising campaign. Liaising with existing and new Red Cross Week champions to encourage them to engage staff in fundraising activities during the week.. Responsible for a number of events as part of the weekly programme of events. Contribute to fundraising resources and communications. Worked on a recruitment campaign of Volunteer Bucket Collectors to cover the London area. Liaised with Volunteer Centres, Private Volunteer Recruitment Agencies etc This is a project support type of role for The British Red Cross donation week taking place in May, where various events took place around London. In June (10th till the 15th of June 14) we opened a pop up shop in Shoreditch Boxpark for 6 days where we were selling designers, high street and vintage items. I was in charge with liaising with the designers, cataloguing and pricing all the items as well as solely in charge of the Social Media Advertising (including Twitter, Facebook and Linkedin) Below are the medias talking about the event http://www.boxpark.co.uk/britishredcrosspopup/#_ http://www.marieclaire.co.uk/news/fashion/546516/the-brand-new-pop-ups-officially-making-shopping-guilt-free.html#index=1 http://www.keungzai.com/blog/2014/06/04/keungzai-donates-to-british-red-cross-pop-up-shop-at-boxpark/ http://www.fashionunited.co.uk/fashion-news/design/giles-deacon-supporting-british-red-cross-pop-up-2014060921372 http://byrogue.co.uk/blog/2014/06/11/red-cross-pop-up/ https://twitter.com/CyberFundraiser