Juan Carlos Castillo Sánchez

Promoted from Senior Project Manager to Lead Project Manager within the EMEA Delivery organisation. Took ownership of high-risk and high-complexity implementations while contributing to the evolution of the Global PMO operating model through the creation of standardised procedures, governance practices, and delivery frameworks.

Led enterprise-level SaaS implementations and strategic programs, acting as Program Manager for key accounts and coordinating multiple workstreams, stakeholders, and delivery teams across regions.

Managed complex engagements for clients, including Hiscox, Arsenal FC, Aviva Ireland, The White Company, Reach PLC, Kraft Heinz, and strategic programs such as PepsiCo and Smartbox Trade.

Key Achievements:

- Improved client satisfaction score by 35% for PepsiCo through delivery stabilisation and stakeholder alignment.
- Increased Smartbox Trade client satisfaction by 50%.
- Reduced project cost overrun by 40% for Smartbox Trade.
- Reduced FoC timeline by 75% through process optimisation and governance improvements.

Key Responsibilities:

- Led complex and high-risk SaaS implementation projects across the EMEA region.
- Acted as Program Manager, coordinating multiple parallel projects and workstreams.
- Defined and implemented new delivery procedures and governance standards for the Global PMO.
- Managed executive-level stakeholders and client sponsors.
- Oversaw risk, scope, financial tracking, and delivery performance.
- Mentored project managers and supported escalation management.
- Drove continuous improvement initiatives across delivery practices and operational workflows.

Promoted to a regional delivery role responsible for leading end-to-end implementation projects across the EMEA region. Managed complex SaaS platform deployments, acting as the primary client-facing project authority and coordinating cross-functional teams across technical, product, and client stakeholders to ensure successful go-live and adoption.

Delivered implementations for enterprise and mid-market clients, including Tiger Brands (South Africa), Trade Inn, Riu Hotels, MetLife Spain & Portugal, Idealista, Leroy Merlin, and Thomas Sanderson.

Key Responsibilities:

- Led full lifecycle SaaS implementations from discovery and solution design to deployment and post go-live stabilisation.
- Acted as primary point of contact for enterprise clients, managing expectations, risks, scope and timelines.
Coordinated international stakeholders across multiple time zones and business units.
- Managed scope changes, dependencies, and delivery risks, ensuring contractual and operational commitments were met.
- Facilitated workshops to gather business and technical requirements and translate them into platform configuration and delivery plans.
- Partnered with Solution Architects, Technical teams, and Customer Success to drive platform adoption and operational readiness.
- Reported project status, financial health, and risk mitigation plans to senior leadership and client sponsors.

Led a team of Solution and Technical Architects responsible for translating client requirements into actionable workflows within our platform. Established the entire onboarding framework from scratch in Spain, including processes, KPIs, and templates, ensuring a seamless and scalable client experience. Successfully managed implementations for high-profile clients such as Prensa Ibérica, Riu Hotels, Real Madrid, and Emailing Networks, driving operational excellence and client satisfaction.

Key Achievements:

- Increased client satisfaction with the implementation process.
- Reduced implementation cost overrun from 150% to 105%.
- Shortened average implementation time from 7 months to 4 months.

Key Responsibilities:

- Directed and mentored a team of Solution and Technical Architects.
- Designed and implemented end-to-end client onboarding processes and workflows.
- Developed KPIs, templates, and reporting frameworks to measure team performance and client success.
- Coordinated cross-functional collaboration to align client needs with platform capabilities.
- Ensured successful deployment and adoption for high-profile clients, maintaining high satisfaction levels.

As a Technical Project Manager, I led the implementation of SaaS-based Cross-Channel Marketing Platforms and Data Integration projects for high-profile clients across Spain, including Unidad Editorial, Lery Merlin, Idealista, AON, GyJ, Cortefiel and Grupo Inditex. My main responsibility was to ensure the delivery of platforms with clean, integrated customer data ready for marketing campaigns.

Key responsibilities and achievements:

-Coordinated multi-disciplinary teams, including Data Engineers, Solution Architects and Technical Architects, ensuring alignment across project workstreams.
-Managed Data Integration projects, including creation of a Single Customer View, data cleaning and enrichment.
-Developed and managed project plans, timelines and deliverables for SaaS platform implementations.
-Controlled project budgets and margins, ensuring profitability.
-Delivered internal process improvements:
** Reduced execution time of operational tasks by 25%.
** Automated reporting, cutting generation time by 50%.
-Supported pre-sales activities, providing technical expertise for new opportunities.

As a Technical Account Executive, I managed a diverse portfolio of clients across finance, retail, communications, and telecommunications sectors. I partnered closely with clients to design, implement, and optimize Email Marketing and Cross-Channel campaigns, ensuring measurable business impact. Key responsibilities and achievements included:

- Managed and supported 50+ client accounts, ensuring thesuccessful execution of marketing campaigns and ongoing client satisfaction.
- Developed tailored Email Marketing strategies and cross-channel plans aligned with client business goals.
- Designed and delivered client workshops and training on Email Marketing Platforms, improving adoption and campaign effectiveness.
- Reviewed and optimised client HTML templates, ensuring compliance with Email Marketing best practices and brand standards.
- Supported the sales team in pre-sales activities for high-profile clients, including Vodafone, Banco Santander, Decathlon, and Estée Lauder.
- Collaborated with internal teams to translate client objectives into actionable campaigns and measurable KPIs.

Sole IT responsible for the company's infrastructure and operations. Managed on-premise network and 4 servers, provided end-user and customer technical support, maintained all operational equipment and ensured continuous business operations with minimal downtime.