Fiona Hart
Integrated Client Lead @Merkle
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WORK HISTORY
Integrated Client Lead @Merkle
London, GB
Customer experience division of Dentsu, a global digital agency.• Integrated Client Lead for NatWest, M&G and Legal & General, heading up teams delivering new website user platforms and tools, 1:1 experiences through decisioning technology, conversion rate optimisation via multi-variate testing, business process improvements and 360° customer view.• Strong collaboration with Commercial, Sales and Delivery functions to both bring clients compelling offerings and deliver them successfully.• Commercial responsibility for growth and margin across all accounts.• Identify optimum resource mix, onboard individuals and shape into cohesive teams.• Motivate and empower teams to create a collaborative, inclusive and high-performing culture.• Single point of escalation for operational, strategic and commercial issues.• Primary point of contact for commercial discussions and contract negotiations.• Manage multiple stakeholder relationships within matrixed environments.• Support coaching, development and retention of talent.• Orchestrate the agency’s diverse capabilities into seamless integrated solutions, cutting through ambiguity and erasing blockers in order to drive forward execution.
EDUCATION
UC San Diego
Exchange Year Abroad, Theatre Stage Management
University of Glasgow
Bachelor’s Degree, English Literature & Theatre Studies
Marketing Week
MiniMBA, Management
University of Glasgow
MSc, IT (Software & Systems)
SKILLS
ABOUT FIONA HART
A versatile and highly accomplished Digital Client Services Director with over 20 years’ in-depth, diverse cross-sector experience working in agencies across London, Sydney and Los Angeles, and a proven track record in client retention and revenue growth, team leadership and problem solving. Able to function well under pressure, with excellent influencing, communication and interpersonal skills and an unrelenting commitment to supporting colleagues, motivating and driving forward team performance, enabling the building and maintaining of long-term, effective relationships and customer success. Possessing exceptional organisational, multi-tasking, prioritisation, advanced analytical and decision-making skills and the ability to work as part of a team or independently, unblocking issues to drive initiatives forward and continually provide exceptional service. A proficient strategist, with a proven record of driving improvement, problem-solving and analysing inefficiencies, leading to collaboratively developing and implementing bespoke solutions. A professional who is proactive and tenacious with a history of successfully managing full life-cycle projects from initial design to completion whilst managing stakeholder expectations. A demonstrable record of hands-on and cross-functional leadership, effectively building and managing teams to achieve business objectives, drive forward efficiencies, maximise performance, and deliver excellence.Top three specialisms:1. Harnessing my technical background (MSc in IT) to come up with logical solutions that deliver smart and effective digital experiences.2. Getting things done - motivating great teams to do great work and unblocking issues.3. Delivering revenue growth through strong leadership, cross-functional collaboration and team cohesion.
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