Charlotte Leeming

Serve as the main point of contact for clients throughout HCM and global payroll implementation onboarding, from discovery through handover to CSM. Conduct system setup including data validation/imports, run payroll parallel runs, deliver training, support go-live/hypercare, and troubleshoot technical queries while ensuring legislation and employment law requirements are met.

Act as the main point of contact throughout client HR system implementations after sales, supporting kick-off through go-live handover to support. Own discovery, process review and implementation planning, build and validate the HR system with client data, run training, and resolve technical queries.

Manage workforce management system projects from after sales through graduation, including go-live. Create and maintain timelines and governance, coordinate internal teams, liaise with clients, manage scope/budget, handle change requests, produce health reports, and manage escalations.

Manage customer implementation through to go-live after sales, providing support and technical help for hotel clients. Handle integrations and testing, train users, run quarterly business reviews, drive upsells/additional products, troubleshoot failed orders, coordinate with technical teams, and renew client contracts.

Perform customer and system reviews to ensure correct usage, create action plans, and support adoption through training and add-on implementations. Serve as first point of contact for issues, run webinars and upsell available add-ons, and coordinate with other departments to keep customers up to date.

Defined and built the relationship management department and created best practices for client engagement. Established processes and systems for a relationship management team, using surveys and account reviews to reduce risk and identify areas of weakness.

Oversee UK client relationships and conduct onsite training on how to use Iugis digesters. Manage account and technical queries, create monthly food waste statistics reports, identify upgrades, coordinate engineer visits and emergency call-outs, run onsite food waste audits, and build success plans to reduce food waste.

Managed clients using a call centre system and helped define responsibilities for Customer Success in a new company role. Built and rolled out a success plan, raised issues with developers, and managed client projects based on identified needs.

Managed relationships for 15 fintech clients, creating success plans and challenge logs to drive value from the software. Troubleshot issues, suggested improvements to developers, and handled sensitive money movement coordination between clients, banks, and HMRC while managing client expectations.

Managed and trained clients using a new system, creating success plans and identifying areas for improvement to present to developers. Also rectified outstanding client debt and worked toward sales targets with existing clients.

Processed payroll as a payroll specialist across multiple pay groups and companies, supporting monthly and weekly payroll runs. Served as the first point of contact for client payroll issues and resolved discrepancies involving HMRC on behalf of clients.

Promoted to Duty Manager, running the hotel and gym operations with responsibility for people across the building. Acted as first point of contact for guests and employees and supported management meetings and safety/security protocols.

Worked as a Receptionist at the hotel leisure club, interacting daily with members and guests to build rapport and professional relationships. Continued to develop customer-facing service skills alongside reception responsibilities.

Supervised associates within housekeeping, ensuring daily tasks were completed and rooms were checked after cleaning. Provided oversight of the department during daily operations.

Worked as a Room Attendant, developing customer service skills and supporting hotel operations including turndown service. Helped with daily guest experience in the housekeeping department.

Trained in Insanity and taught two classes per week while also conducting gym inductions. Supported fitness instruction and member onboarding for the leisure facility.

Worked as a senior payroll specialist and trainer for academy employees, supporting payroll training and best-practice delivery. Managed and taught a team of 12 employees on payroll and ADP systems.

Attended Cardinal Newman College from September 2009 to June 2011.

Attended Archbishop Temple School from September 2004 to June 2009.