Waymaker

Waymaker was a covid baby. Born from a business consulting practice with over 15 years in the market. During those 15 years the founder and his team developed an innovative business diagnostic to quickly identify the gaps and opportunities in a business, as well as a consulting framework to compliment the diagnostic system.

During lockdown the diagnostic was digitised, and a platform developed to support the consulting framework, and expose and analyse the diagnostic results data. This was the beginning of Waymaker.

Robbie had worked in the consulting business for nearly 6 months as a Solution specialist and Brand Experience consultant. Having demonstrated an affinity for tech and sytems, and business operations acumen, he was then employed by Waymaker as the COO.

Robbie was given the challenge of supporting the founder in day to day operations, implemetning businesss critical systems and processes, and developing Waymaker’s MVP. Later Robbie lead operations, tech, product, engineering and customer success.

• Structure and lead the core pillars of the company: operations, product, engineering, technology, and customer experience.
• Develop the platform to cater to a global audience, specifically targeting the USA, UK, Ireland, Australia, and New Zealand.
• Create comprehensive onboarding playbooks and knowledgebase to ensure seamless user experiences.
• Implement and customise vital systems, including CRM, Marketing automation platform and Customer Support platform.
• Assist the Founder to prepare the business for series a financing.

1. Leadership and Strategy:

• Assembled a cross-functional team of experts in technology, product development, and customer experience.
• Defined and managed a clear roadmap for platform evolution, prioritizing scalability and user-centric features.
• Provided monthly reporting covering financials, platform updates and roadmap, business and sales performance and employee updates.
• Recruitment process and employee onboarding.

2. Platform Development:

• Designed and built Waymaker’s MVP
• Spearheaded major updates and iterations of the platform based on market research and user feedback.
• Ensured the platform met international standards to cater to customers in target countries.

3. Operational Efficiency:

• Introduced onboarding playbooks, serving as a guideline for both internal teams and users, ensuring consistency and clarity.
• Implemented a robust CRM system, customised to Waymaker’s unique needs, to streamline customer interactions and data management and support the Sales Team to sell.

4. Customer Experience:

• Regularly carried out customer feedback sessions to identify issues and opportunities for improvement on the platform.
• Implemented and customised a Customer support platform to handle customer queries, feedback, and support.
• Built a knowledge base, offering users immediate answers to common queries, reducing support tickets and enhancing user satisfaction.