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Malin Schibler
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Portugal
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Jobs
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- GLegal Consultant: Digital, Trade & Economic GovernanceGovernance CompaRe Research Institute (Leiden University)Sep 2022 - Sep 2024 (2 years 1 month)- Developed and analysed comprehensive case studies to inform digital and economic governance strategies, via project coordination with 5+ global stakeholders. - Spearheaded EOI analysis projects over a 24-months, synthesising data from 8 international entities to enhance governance frameworks and policy recommendations. - Organised & participated in round tables, conferences, in-person & virtual presentations for public, private, governmental entities (e.g PwC, McKinsey, EU Institutions, NGOs, Regional Organisations).
Senior Head of Customer Success Management & ExperienceDoistNov 2017 - Jan 2021 (3 years 3 months)• Led a multilingual, global team of 13 Customer Success (CSM) & Customer Experience (CX) Managers – fostering collaboration across 8 time-zones to outperform CSM targets by 15% within one fiscal year (2018). • Balanced CSM, CRM, CES, ERP tools with cross-team growth roadmaps (ZenDesk Suite, Zapier, Gainsight, Intercom, HubSpot), project risk management (Jira), IT escalation and issue resolution (GitHub) frameworks. • Maintained long-term enterprise client account relationships through customised and and strategic customer success & retention frameworks – supported by 4 CSM Specialists. • Led CSM/CX team via weekly progress summaries and monthly 1:1s; overhauled KPI mechanisms, implemented tailored career-path plans, and personalised up-ski- THead of Customer Success Management & Experience | EMEA Project LeadTrainline EuropeMar 2016 - Nov 2017 (1 year 9 months)• Led 16 CSM & CX Team Members based across London, Paris, and Edinburgh offices. • Co-coordinated corporate communication initiatives, executing post-merger plans to unify 3 global offices within 8 months, fostering brand consistency across customer success operations. • Drove business growth & multinational team integration, successfully transitioning Captain Trainʼs clients to Trainline Europe (2016), blending client lifecycle strategies with business, financial, and product objectives. • Optimised customer engagement strategies – leveraging CRM data, market research, NPS surveys, GRR and NRR, and churn reports to drive team-wide upselling & retention best-practices (Google Analytics, Salesforce, Jira). • Achieved 80% CSAT in 4 months an
- CCHead of Customer Success & Retention Management | Marketing & Communications LeadCaptain Train, Captain Train - now Trainline EuropeDec 2012 - Mar 2016 (3 years 4 months)• Recruited and led a 7-person CSM & CRM Team in an early start-up environment, propelling Captain Train's growth into a European SaaS leader and merger with Trainline Europe (2016). • Delivered direct reports to C-Suite, investors and external stakeholders, presenting growth opportunities and market challenges at Series B and C funding rounds. • Achieved a 50% increase in product adoption within 3 months of international launch and a 30% customer advocacy rating increase in 9 months. • Empowered CSM team via fostering skill advancement in API and technical troubleshooting, and cross-team communication workflows (Slack, GitLab, Postman, RESTful, SOAP). • Maintained average of 94% Customer Happiness Score (CHS) over 3.5 years – bala
- IResearch & Administrative AssistantICU Paediatric Critical Care GroupDec 2009 - Aug 2012 (2 years 9 months)• Built streamlined data analysis processes using SPSS and SQL for ICU staff – enhancing coordination of research output and project management efficiency by 30% over 18 months. • Developed an academic research depository & secure Intranet for ICU staff. • Oversaw database administration, indexing and summarised research gaps in medical research publications. • Held weekly presentations and issued updates of state-of-the art research in global paediatric intensive care studies – contributing to the ICU Paediatric Critical Care Group's research agenda and operational efficiency. • Coordinated communications, collaboration and task management between diverse medical and bio-medical engineering staff.
Education
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- Master of Laws/Juris Doctor - European & International Law (LL.M)(J.D)Leiden University, NetherlandsSep 2022 - Aug 2024 (2 years)Received Cum Laude Distinction GPA: 8.5
- Dual Bachelor of Science: Psychology & Politics; Law & EconomicsUniversiteit van AmsterdamAug 2016 - Jun 2022 (5 years 11 months)Dual Bachelor Bachelor of Science. Part-time study load due to full-time work. Graduated with Cum Laude Distinction: GPA 8.6 Edgar du Perron Prize for Best Interdisciplinary Bachelor Thesis: 2nd Place
- Bachelors of Business Management / Information TechnologyThe University of QueenslandDec 2009 - Jul 2012 (2 years 8 months)Graduated with Honours Distinction GPA: 3.8
Projects (professional or personal)
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- CAssistant EditorCommon Market Law ReviewJun 2023 - Sep 2024 (1 year 4 months)Combined LLM/Juris Doctor knowledge with IT acumen for engaging diverse scholarly audiences, contributors via targeted engagement campaigns. • Improved project management & key stakeholder communication processes via introducing collaborative task management platforms and standardised work streams – resulting in a 30% increase in publication turnaround time. • Managed peer-review, editorial, publishing, and overall content selection – sustaining the journalʼs #1 global ranking in European Law and #4 in International Relations.