Michelle

Strategy and operations leader with 6 years at Bain & Company, specialising in translating customer insights into commercial decisions that stick: from growth strategy and pricing architecture through to go-to-market execution. Built the commercial models underpinning a $3B retention opportunity across 10 markets and a £900K ARR pricing overhaul approved at board level. Now looking to own strategy and commercial operations at a high-growth consumer-facing company where analytical rigour translates directly into revenue impact.

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020 – Present)

Customer Lifetime Value Strategy | Global Pet Health Company

• Led a 2,000-patient research programme quantifying the full patient lifetime value picture: high-value promoter patients spend 20% more, churn 50% less, and generate 20x more referrals vs detractors; directly resolving a long-running cross-functional dispute between commercial and marketing teams, unlocking additional centralised budget
• Identified the moments in the patient journey where customers are won and lost, translating survey findings into a concrete retention strategy with clear prioritisation of the highest-leverage engagement interventions

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

Customer Retention Strategy | Global Health & Nutrition Company

• Built a commercial model quantifying a $3B cumulative revenue opportunity across 10 markets, directly used to set investment priorities and focus growth spend, prioritising US, China, and Brazil for immediate activation
• Defined 5 high-retention moments across the customer journey and the most effective acquisition and retention tactics for each, establishing the strategic case for an LTV-led commercial approach and identifying the levers most likely to prevent churn and maximise lifetime spend

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

Growth Strategy & Commercial Modelling | Global Pet Food Business

• Built a 5-year growth model across 3,100+ brand, market, and tier combinations, identifying the 25 opportunities representing 80% of global growth potential; signed off by the CEO as the foundation for the board submission and capital allocation plan
• Facilitated workshops with 7+ regional presidents across priority markets to validate growth priorities and secure commitment to the execution roadmap; drove live working sessions with senior leadership directly through the financial model, embedding it as the decision-support tool for ongoing capital allocation

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

AI Product Strategy & GTM Execution | B2B Software

• Designed and executed a structured AI assessment from scratch, running ~30 customer interviews across 2 rounds to validate use cases, test willingness-to-pay, and score prioritisation; identified 15 AI use cases and prioritised the top 5 by attractiveness and build effort
• Collaborated with product managers and commercial leads to pressure-test and finalise prioritisation of the top 5 use cases; all adopted for immediate development in product roadmap, with TAM sized at £7-9M ARR

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

Go-to-Market Strategy & Launch | Global FMCG Business

• Sized a $300M+ growth opportunity across 8 markets (US, UK, Germany, France, Mexico, India, Philippines, Indonesia) using a bottom-up model built from first principles: population data, per-market consumer spend, brand-level market share, and retention rates by geography
• Go-to-market playbooks handed directly to the commercial team for execution across priority markets; the brand subsequently launched successfully in UK retail

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

Pricing & Commercial Architecture | UK Wellbeing Subscription Company

• Redesigned pricing from the ground up: conducted willingness-to-pay analysis across 150 accounts, exposing pricing inconsistencies from £0.31 to £39 per customer; built and presented the full business case to the board
• Modelled £900K ARR uplift over 3 years incorporating renewal rates, price increases, and new business; strategy approved at board level and adopted as the basis for all commercial planning

Manager (former Consultant, Senior Associate Consultant) at Bain & Company London (2020-01 – Present)

Further Experience

• Commercial due diligence: conducted 15+ diligences across consumer brands, software, and B2B SaaS, spanning market sizing, consumer and expert interviews, competitive analysis, and value creation opportunity identification; assets include a leading global athleisure brand and UK NHS healthcare software
• CEO Strategy (FTSE-listed grocer): acted as an on-demand strategy resource for the CEO, owning discrete high-priority workstreams end to end across M&A assessment, competitive dynamics, and scenario modelling on tight turnarounds; analysis fed directly into board-level acquisition decisions
• Cross-functional product build: designed and deployed a Tableau dashboard across 20+ office leadership teams to manage a 20,000+ candidate pipeline, built iteratively from pilot to rollout

Master in Finance – University of Hong Kong (2018 – 2020)

B.A. & M.A. in Economics (Hons) – University of Cambridge (2015 – 2018)