Head of Hardware, Google Store and Google One, EMEA
Thomas Reby is a Head of Hardware, Google Store and Google One with extensive experience from technology companies, including Google, YouTube, eBay, Dell and Electronic Arts.
During his career he has managed global operations in e-commerce, technical support, content management and digital advertising, as well as held key leadership positions developing strategies for Customer Experience, revenue generation and knowledge management.
He has advanced CX research methodology by shifting traditional survey processes towards a progressive action-oriented insights, centring on pre-empting failure and knowing when to deviate from standards. In addition, he introduced a fusion of sales and services, delivering Customer Success through machine learning models that drive product adoption and revenue growth as a byproduct of customer goal attainment.
Through 7 years of dedicated Knowledge Management experience he has transformed KM capabilities of 2 fortune 500 companies. This includes establishing knowledge sharing culture, implementing KM systems and tools, as well as tracking and optimising the value of knowledge and knowledge contributors across global teams. Coupled with extensive experience in Outsourcing, he has helped advance CX Operations at scale.
Currently, Thomas leads a team designing services for world class products including Google Pixel phones, eCommerce experiences through Google Store and Premium Google Support delivered through Google One.
He is a father of two and currently lives with his family in Dun Laoghaire, Ireland.