- Hiking
- Boxing
- Reading
- Baking
- Crafting and DIY Projects
- Travel
Natasha Twigg
Guelph,ON
Summary
Results-driven Senior Manager with expertise in strategic planning, data-driven decision-making, and elevating customer retention & satisfaction rates. Skilled in building strong relationships across geographies, optimizing operations, and leading cross-functional projects to improve team performance and efficiency. Known for fostering a culture of high achievement, continuous improvement, and mentorship. A passionate, productivity-focused leader dedicated to delivering exceptional outcomes while balancing the needs of the product, customers, and team.
Overview
15
15
years of professional experience
Work History
Senior Student Success Manager - Retention
Boundless Learning
07.2023 - Current
- Led team of 40 including 2 middle managers and 5 first-line managers through 2 role restructures, several major software system changes and 3 RIFs
- Pivoted team to high performance culture leading to hitting & over-achieving Retention targets Q1-Q4 2024, exceeding revenue goals
- Developed KPI framework for the department alongside structure for performance reflection meetings using data to make strategic decisions
- Invested in the development of others through mentoring, soft-skill training, onboarding & training 6 managers across UK team
- Represented entire geographical regions in projects; Salesforce SME for enhancements and change management focusing on automations, customer journeys, and data mapping
- Spearheaded the development of Salesforce & SmartSheet dashboards to monitor performance of the team, customer outreach and University partner engagement
- Designed & launched strategic project to increase re-engagement of dormant students
Senior Student Success Manager
Pearson Canada
06.2022 - 07.2023
- Responsible for leading a team of 30+ including mid level manager, first line managers and front-line staff
- Delivered quarterly performance presentations to senior stakeholders, identifying current challenges and opportunities for increased revenue
- Led on role restructure within the department, introducing specialisms and overhauling ways of working to improve email SLA, volume of outbound dials and student retention
- Directed recruitment, hiring & onboarding during rapid expansion of the Student Success Team
- Provided strategic direction and coaching, supporting the professional development of others through 1:1 mentoring, delivering of training & workshops
- Partnered with Project Management team, IT platform team and Data & Analytics colleagues on projects to improve operational efficiencies and enhance student experience
Student Success Manager
Pearson Canada
02.2019 - 06.2022
- Led team to enhanced student retention rates through proactive caseload management and timely issue resolution
- Hired and developed teams of Advisors supporting 5,000+ learners, across 5 UK University Partnerships
- Responsible for reporting on performance metrics and driving large teams to deliver on KPIs including an NPS score of 45+ and retention targets of 95%+
- Built effective relationships with Student Operations & Recruitment teams to maximise benefits of post-intake analysis, proposing student-centered improvements, and resolving escalated complaints effectively
- Regularly led cross-functional presentations and international collaborations with teams in UK, North America, and Australia
- Recognised as a champion for people development, prioritizing a high-support high-challenge culture across a diverse team
Senior Student Success Advisor
Pearson Education
01.2018 - 02.2019
Student Success Advisor
Pearson Education
09.2017 - 01.2018
International Events Co-Ordinator
Pearson Education
11.2016 - 07.2017
Teaching Services Advisor - (Temporary Role)
Pearson Education
09.2016 - 11.2016
Senior Administrator
Lily Pins Ltd
02.2010 - 07.2016
Education
Bachelor of Arts - English Literature
University of Essex
Colchester, UK07-2016
Skills
- Relationship building at all levels
- Strategic planning & forecasting
- Cross-functional collaboration
- Operations management
- Data-driven decision making
- Documentation and reporting
- Data analytics
- Talent development
- Mentoring & Leadership
Interests
Timeline
Senior Student Success Manager - Retention
Boundless Learning
07.2023 - Current
Senior Student Success Manager
Pearson Canada
06.2022 - 07.2023
Student Success Manager
Pearson Canada
02.2019 - 06.2022
Senior Student Success Advisor
Pearson Education
01.2018 - 02.2019
Student Success Advisor
Pearson Education
09.2017 - 01.2018
International Events Co-Ordinator
Pearson Education
11.2016 - 07.2017
Teaching Services Advisor - (Temporary Role)
Pearson Education
09.2016 - 11.2016
Senior Administrator
Lily Pins Ltd
02.2010 - 07.2016
Bachelor of Arts - English Literature
University of Essex
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