Amdocs

- Lead a dynamic business development organization, building and developing a highly effective sales team.
Implemented a new business development process, optimizing efficiency and driving improved sales performance.
- Designed and articulated a compelling sales story to captivate prospects, differentiate the Digital Brands Suite, and drive customer engagement.
- Defined the Ideal Customer Profile (ICP) to ensure precise targeting, focusing efforts on high-value opportunities.
- Went beyond sales responsibilities to ensure a seamless customer experience, orchestrating the setup of demo flows aligned with the sales narrative to showcase the real value of the Digital Brands Suite.
- Collaborated closely with cross-functional teams, including product development, marketing, and customer success, to align strategies and enhance the overall customer journey.
- Developed and nurtured strategic partnerships and alliances to expand market reach and drive revenue growth.

Business Development / Story Teller

Zuora

- Contribute to Zuora's market-leading position in SAAS and the Subscription Economy by providing expert guidance in solution architecture and management.
- Collaborate closely with customers to understand their requirements and translate them into scalable, innovative, and customer-centric solutions.
- Leverage deep knowledge of the Subscription Economy to advise and guide customers on best practices and strategies for growth and success.
- Drive the successful delivery of solutions, ensuring they align with customer expectations and business objectives.
- Act as a trusted advisor to customers, providing ongoing support, resolving challenges, and fostering long-term partnerships.
- Utilize strong problem-solving skills to identify and address customer needs, helping them achieve maximum value from the Zuora platform.
- Continuously stay updated on industry trends, best practices, and emerging technologies, integrating new knowledge into solution design and delivery.
- Collaborate with cross-functional teams, including sales, product development, and customer success, to ensure seamless customer experiences and drive customer satisfaction.

Senior Solutions Architect

- Led the Solution Team responsible for end-to-end scoping and design of all BAU (Kenan/C1) and Digital transformation projects using Optima (formerly known as DBSS).
- Successfully recruited and strengthened the team, doubling its size to 50 dedicated solution professionals.
- Celebrated numerous achievements with the team, delivering impactful solutions and driving customer success.
- Focused on organizational growth and improving best practices and performance in the areas of Cloud/SAAS, bringing enhanced value to new and existing customers.
- Managed the implementation of OBOK, an innovative SDLC tool powered by AWS, Cloud Jira, and AWS Lex. This tool streamlined business processes, improved collaboration, and provided a Solution Architect Remote Assistant, bridging the gap between customers, pre-sales, and design teams.
- Managed the Customer Advisory Team, ensuring seamless customer experiences and driving customer satisfaction.
- Acted as a Solution Lead in the PLDT transformation project, a complex digital and business transformation program utilizing Amdocs BSS and Kenan Billing.
- Successfully navigated a continuously changing environment, overseeing hundreds of interfaces, applications, and data sources.

Lead Enterprise Architect and Team Manager

- Led the design and timely completion of a Kenan upgrade project for PayPal, focusing on upgrading the Merchant Billing solution from BP 11.0 to our Kenan FX 4.2 solution.
- Oversaw the technology refresh, implementing RH 7.2, Java 8, Oracle 12c, and establishing a new integration with Kenan FX using our Java API-TS interface.
- Utilized the Rest API interface and JBoss Fuse ESB for efficient enterprise integration services.
- Collaborated closely with the PayPal team to understand their requirements, align the project scope, and ensure a seamless transition from the previous version to the upgraded solution.
- Managed project timelines, resources, and budgets to ensure successful project delivery within the designated time frame.
- Implemented effective project management methodologies, including risk assessment, issue resolution, and stakeholder communication.
- Conducted regular project status meetings and provided updates to the PayPal team and senior management, ensuring transparency and alignment throughout the project lifecycle.

Senior Enterprise Architect

- Initiated a design project with IBM Japan and Rakuten to rationalize their billing systems and processes.
- Collaborated closely with IBM Japan, providing knowledge and guidance on the planned approach for the project.
- Played a key role in driving improvements to the Requirement Traceability Matrix (RTM), an internal tool used to track and report the status of requirements and solutions.
- Ensured effective stakeholder requirement traceability, monitored requirement and solution status, and provided comprehensive reports to project stakeholders.
- Worked closely with cross-functional teams to gather and analyze requirements, aligning them with business objectives and technical feasibility.
- Leveraged industry best practices and expertise to design efficient and scalable solutions that met the unique needs of IBM Japan and Rakuten.
- Facilitated collaboration and communication between project stakeholders, ensuring a clear understanding of requirements and promoting successful solution delivery.
- Monitored project progress, identified risks and issues, and implemented mitigation strategies to ensure on-time and on-budget project delivery.

- Led the end-to-end requirements and design of an upgrade project from Kenan FX 2.0 to Kenan FX 4.0.
- Addressed challenges related to platform change, specifically replacing Tuxedo with JBoss EAP, and providing Setar with a new provisioning solution.
- Collaborated with cross-functional teams to gather and analyze requirements, ensuring alignment with business objectives and technical feasibility.
- Developed a comprehensive upgrade strategy, focusing on maintaining backwards compatibility with existing APIs while introducing the new platform.
- Designed and documented the architecture, ensuring scalability, performance, and security considerations were met.
- Collaborated closely with development teams, providing guidance and oversight throughout the upgrade process.
- Conducted thorough testing and quality assurance to validate the functionality and stability of the upgraded system.
- Monitored project progress, identified risks and issues, and implemented mitigation strategies to ensure successful project delivery.
- Provided ongoing support and knowledge transfer to stakeholders and end-users to facilitate a smooth transition to the upgraded solution.

- Transitioned from Comverse to Amdocs in July 2015, contributing to integration, enterprise architecture, and business transformation projects.
- Served as the Enterprise Architect for UTS Curacao, leading the introduction of new services, specifically focusing on IMS/IPTV.
- Collaborated closely with cross-functional teams to gather and analyze requirements, ensuring alignment with business objectives and technical feasibility.
- Developed comprehensive architecture designs, considering scalability, performance, security, and integration requirements.
- Worked with GTT on the introduction of GPON for their business and residential market, responsible for end-to-end requirements capture and design.
- Focused on the seamless integration of GPON with facilities management and service provisioning systems.
- Played a key role in driving successful project delivery, ensuring the alignment of technology solutions with business strategies.
- Collaborated with stakeholders, including facilities management and service provisioning teams, to ensure efficient and effective GPON implementation.
- Provided ongoing support and guidance throughout the project lifecycle, ensuring a smooth transition and successful service launch.

Mavenir

- Led the requirements capture and design of Mule ESB—an integration layer connected to Comverse CV, enabling the exposure of essential business services.
- Successfully designed and implemented 13 key business services for one of Cable and Wireless' operations in the Caribbean, ensuring seamless integration and enhanced functionality.
- Assumed responsibility for the requirements capture and design of a new Converged ComverseOne 3.7.7 platform, which included elements like PCRF/PCF, for UTS Curacao.
- Collaborated closely with stakeholders to gather requirements and translate them into comprehensive and scalable designs, delivering a platform that met UTS' specific needs.
- Supported ongoing internal improvements to the Requirements and Design Methodology Process, driving efficiency and quality in project implementations.
- Provided valuable support to the team by conducting requirements and solution analysis for various customer projects, ensuring the delivery of effective solutions.
- Contributed to presales activities, utilizing expertise in solution architecture to assist in winning new business opportunities.
Collaborated with cross-functional teams, including sales, product development, and customer success, to ensure alignment and seamless project delivery.
- Stayed updated on industry trends and emerging technologies, incorporating them into project designs and solutions.

Enterprise Architect

- Collaborated as a member of the design team responsible for Play's RTBS replacement with the Comverse One converged platform.
- Led the enterprise solution design, focusing on seamless integration and end-to-end requirement traceability.
- Played a key role in integrating Comverse One with Kenan FX, ensuring the synchronization of Orders, Offers, and Transaction Records between the two systems.
- Ensured that real-time rating for both prepaid and postpaid subscribers, as well as billing/invoicing processes, were effectively handled by the Kenan FX system.
- Maintained a strong focus on preventing the loss of transaction records, guaranteeing accurate and reliable billing information.
- Leveraged expertise in integration and requirement traceability to create a robust and efficient solution.
- Collaborated closely with cross-functional teams, including developers, testers, and project managers, to ensure successful implementation and deployment.
- Supported Play's Enterprise Architecture needs, delivering high-quality solutions aligned with business objectives.
- Concurrently provided valuable Enterprise Architecture support for Tele Greenland, focusing on end-to-end requirement traceability using the Doors requirement management tool.
- Resolved open questions and issues, ensuring a clear understanding of the solution and facilitating effective decision-making.

Comverse

- Assumed responsibility for the solutions design of CTM Macau's prepaid/postpaid system transformation project.
- Led the migration efforts to transition to a Comverse One convergent real-time rating platform, partnering with TCS TATA to ensure a successful implementation.
- Collaborated closely with stakeholders to understand business requirements and translate them into robust design solutions.
- Identified opportunities to bring a lower cost of ownership, improved time to market, and enhanced revenue control using Comverse's market-leading VAS product.
- Played a key role in the design and implementation of the DMM Policy/Quota Management (PCRF) component of the project.
- Leveraged expertise in solutions design and VAS products to optimize system functionality and efficiency.
- Collaborated with cross-functional teams, including developers, testers, and project managers, to ensure seamless integration and successful project delivery.
- Conducted thorough testing and quality assurance measures to ensure a stable and reliable system.
- Provided ongoing support and guidance to stakeholders, addressing any challenges or issues that arose during the transformation process.

Solutions Architect

- Assumed responsibility for the requirements capture and design of an MVNE/MVNO solution for Cell C.
- Leveraged the Comverse One platform to design a comprehensive solution that enables Cell C to operate as an MVNE and cater to the specific needs of its MVNO customers.
- Orchestrated the management and integration of over 42 interfaces and implemented 40 system customizations to ensure seamless end-to-end operations.
- Collaborated closely with stakeholders to understand their requirements and translate them into scalable and purpose-fit design solutions.
- Conducted thorough analysis and feasibility studies to ensure optimal system performance and functionality.
- Worked closely with cross-functional teams, including developers, testers, and project managers, to ensure successful implementation and deployment of the MVNE/MVNO solution.
- Provided ongoing support and guidance throughout the deployment process, ensuring a smooth transition and efficient operations.
- Collaborated with Cell C's internal teams and MVNO partners to align solution capabilities with their specific business requirements.
- Monitored system performance and implemented continuous improvements to enhance customer experiences and drive business growth.
- Supported Cell C's prepaid, postpaid, and hybrid services, ensuring seamless service delivery and exceptional user experiences.

Telfort

- Spearheaded the enterprise system architecture, responsible for capturing requirements and designing solutions that align with business objectives.
- Led the design and implementation of new and emerging services, leveraging industry best practices and emerging technologies.
- Collaborated closely with stakeholders to understand their needs and translate them into comprehensive and scalable system designs.
- Ensured the seamless integration of technology solutions, optimizing system functionality, and delivering an exceptional user experience.
- Developed and implemented robust architectural frameworks and standards to guide system design and development activities.
- Built and led operations teams, fostering collaboration, and driving operational excellence.
Implemented effective processes and workflows to streamline operations and improve overall efficiency.
- Championed continuous improvement initiatives, leveraging data-driven insights to optimize system performance and reliability.
- Collaborated with cross-functional teams, including development, testing, and project management, to ensure successful implementation and deployment.
- Provided ongoing support and guidance to operations teams, addressing challenges and ensuring the achievement of operational goals.

Viag Interkom

Billing Consultant

With over 25 years of experience in the software industry, Mark is a seasoned business development leader and  storyteller who helps Telcos, MNOs, MVNEs, MVNOs, and B2B customers go digital with SAAS solutions. He is has extensive expertise in SAAS, Billing, and complex Digital Transformation.

As a lead in a dynamic business development organization at Amdocs, Mark manages a highly effective sales team, designs and articulates a compelling sales story, defines the Ideal Customer Profile, and ensures a seamless customer experience. He also collaborates closely with the solution and delivery teams, orchestrating the setup of demo flows and providing expert guidance in solution architecture and management. Mark is passionate about delivering solutions with strong business value, staying up-to-date with industry trends, and empowering businesses and teams with technology.

Mark Prudhoe

Hexdon

Hexdon is a customer retention consultancy. We help Marketing & Sales leaders to increase their impact with customer & market insight that spotlights where to play and how to win.

• Customer & Market Research that delivers strategic and operational insight on where to play and how to win.
• CX & Engagement initiatives that deliver meaningful ROI
• Increase your credibility with the board

Client List: Samsung, Evans UK, City Chic (ASX:CCX), Bioniq, The Sydney Marathon, SPRHRA, The DMA

Founder & Director, Customer Retention Officer

Samsung Electronics

Enabling People, Data and Insight at the heart of Samsung Europe so their flagship launches acquire and retain customers while growing market share.

DataIQ 100 Alumni, and 2x DataIQ Awards.

Increasing data literacy was at the heart of my motivation to succeed in this role. I lead data innovation with the European Office in collaboration with Samsung country markets as part of the the European Consumer & Market Insights team.
 
* Support Samsung Europe flagship product launches from S8 through to Note10, with consumer centric data driven best practice, partnering with the best in the industry (Google, Starcom, Kantar, Cheil, Adam&Eve etc).
* Define and deliver against the European Consumer & Market Analytics Roadmap.
* Scope, design, develop, deliver & lead the European Business Intelligence Platform called smartBI (powered by QlikSense) and rolled it out across Europe.
* Implemented solutions for Samsung President and teams across Executive, Retail, Commercial, Consumer, Market and Product Campaign pillars
* Implemented Samsung's Knowledge Management Platform called smartHub. 
* Increase data literacy through transformation programmes across our European Subsidiaries.
* Work with agencies to deliver a consistent consumer segmentation framework, informing product design through to campaign execution through the line.
* Support the European Consumer Data Strategy project in readiness for GDPR coming into effect in May 2018.
* Lead governance with the European DMP, increasing ROI across the markets.
* Keynote speaker at Qlik's annual Data Revolution Tour.

European Head of Data Innovation

Havas helia

An exciting move to marketing and advertising agency land. This is an opportunity to exercise my craft, implementing best practice with key clients - easyJet and Westfield.

At Havas helia, we use data, technology, intuition and creativity to connect people to brands in a meaningful way.

We call this a smarter art.

Planning Director

Super Retail Group

Australia's largest and most loved sports & leisure group. Initially appointed Customer Insight & Data Strategy Manager, in November 2013 I was promoted to Head of Digital & Data with accountability for the development of strategy and execution across SRG Sports with a focus on iconic sports brands. I delivered customer insights and identified profitable multi-channel customer segments to maximise ROI and delivered econometric modelling solutions to shift spend towards digital channels. I was also responsible for supporting marketing integration following the acquisition of Rebel Group and leading the implementation of SAP. Providing leadership to 30+ reports, I developed KPIs and team dashboards to drive a high performance culture, improve campaign performance and revenue. 


•	Realised significant performance improvements during my tenure including 91% growth in online traffic, 27% active member growth and eDM ROI of over 1500%;
•	Delivered Web and Customer streams as part of an enterprise SAP implementation, successfully managing significant transformation affecting people, process and systems;
•	Led the Customer Service Team through high intensity ecommerce trading periods and expanded the team by 600% to meet SLA expectations as defined in the customer charter.
•	Owned the closed loop customer feedback program and in collaboration with Retail Operations, grew NPS from 10% to 50% within 3 years.

Head of Digital & Data - Sports Retailing

In this role, I manage eCommerce, CRM Insights and Analytics and Customer Service teams. 

This role also includes responsibility as the Business Lead for the SAP CRM / Web project stream, which falls in-line with the wider SAP integration into Super Retail Group.

Customer Insight & Data Strategy Manager

Specialty Fashion Group

Starting as Data Analyst reporting to the GM – Marketing, I progressed to Group Data Strategist in March 2010 and was promoted to Group Loyalty & Analytics Manager in January 2012. Responsible for the Customer data strategy, analytics and insights across the Brands, I was also accountable for the implementation of brand loyalty programmes across the business. I also consulted with Brand GMs on delivering direct and digital marketing strategies to improve commercial performance. Providing expert knowledge and guidance to Brands across the Group, I developed strategic roadmaps detailing recommendations on programme launches, customer engagement and IT infrastructure to support timely campaign delivery and maximise ROI. A key focus in this role was building strong relationships across business functions to successfully manage the shift towards omni-channel retail and ecommerce.

•	Delivered omni-channel capability that enabled the analysis of campaigning for 7 million brand loyalty members;
•	Improvement of campaign analytics and utilisation of insights delivered a 50% reduction in distribution, whilst maintaining sales and margin targets;
•	Implemented data utilisation best practice and data governance resulting in eDM campaign ROI surpassing 1900%;
•	Winner of the 2012 Cross Channel Analytics Retail Touch Points Customer Engagement Award.

Group Loyalty & Analytics Manager

Group Data Strategist

Data Analyst

Sterling Financial

In this operations role, I took full responsibility for leading the set-up of a BPO entity for Sterling called “Canto” managing all aspects including recruitment, client management and process development. My mandate was to realise operational cost savings and tap into local and international market opportunities for the wider company by facilitating the transfer of work to a lower cost location, whilst establishing an APAC presence. 

•	Increased accuracy of client work to 98% whilst reducing London-Chennai turnaround time to 4 hours;
•	Achieved operational cost savings to reduce client costs by 28% which secured our competitiveness and stable revenue performance at a time of print market decline.

Head of Operations - Canto

Crossword Graphics Ltd / Digital Creative Services

Leading the production operations of a Financial Services print and publishing company, I was accountable for managing client relationships to secure the existing and future performance of the business. With a shared ownership for P&L, I also contributed to sales, negotiations, account management and business development strategies. 

•	Built new IT infrastructure, implementing a package that realised 40% faster delivery to clients;
•	Increased and diversified client base by identifying and securing large clients and upselling work across the existing client portfolio.

Director

I Help Consumer Brand Leaders Boost the 'R' in CRM | Retention » Relationships » Revenue | DTC, eCommerce, Retail

Hello ► Marketing & Sales leaders come to me to help them fix their CRM woes and turn it in to business value.

At Hexdon, we address this challenge with our focus on customers, data, insight and action at the heart.  And Technology. Clay, OpenAI, Anthropic, LinkedIn, HubSpot etc are at the core.

Example results (B2B) utilising HexdonIQ’s tech stack:

📈 Delivered 403 warm leads to a client in 3 months
📈 Scored 20k accounts with relevant tiering & value in 24 hours
📈 Mapped out GTM strategy and operations
📈 Applied research agents so sales can focus on high value relationships.

Expanding on the challenge ►
Your CRM data is going stale as you read this.  Bad CRM data = bad sales. 
This means you need to:

1. Place customer centricity at the heart. 
2. Leverage data & technology to enrich & enhance.
3. Create intent based actions to increase sales pipeline velocity.

⚡️ DM me and share your challenge. 
🤝 I'll share my framework for you to do it yourself.
🚀 And if you need help, I'm here to help you accelerate to win.

Recognition ► After a successful stint as European Head of Data Innovation at Samsung Europe where I led the European Marketing team to 2x DataIQ Awards and featured in the DataIQ 100, it felt like the time to do more: take my passion for customers and data and apply my energy to help B2B businesses to win.

Customer Centric ► At Hexdon, we've worked with organisations large and small between London and Sydney over 20 years and know that when you truly love your customers, they love you back. This is why understanding them and the market in which your Brand meets them is so important.

Follow Me ► We share common challenges that leaders like you face along with fuel for thought on how to overcome them.

Let's Talk ► Scroll to the Top Of Page, or the Featured Section or Email me at hello@hexdon.com.

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