Glasgow, Scotland, United Kingdom
Marketing professional with an MSc in Marketing from the University of Strathclyde, with experience across digital marketing, CRM, customer engagement, and live events. My background combines marketing, customer relationship management, and the performing arts, giving me experience in campaign support, market research, stakeholder collaboration, and customer journey improvement. At OFA Experiences, I contributed to digital marketing initiatives, customer communications, and market analysis, while subsequent customer-facing roles strengthened my expertise in CRM, regulatory compliance, data accuracy, and the delivery of positive customer outcomes in fast-paced environments. Alongside my corporate experience, I have worked with music and arts organisations, coordinating live events, building partnerships, and supporting audience development. These experiences strengthened my ability to collaborate across teams, manage stakeholders, and create meaningful audience experiences. I'm particularly interested in opportunities where I can combine data, creativity, and customer insight to deliver effective marketing and CRM strategies across Digital Marketing, Customer Experience, Marketing Analytics, Events, and Music & Entertainment.
• Managed a portfolio of customer accounts using CRM and dialler systems, maintaining accurate records to support regulatory compliance and effective case management • Handled approximately 15 customer conversations daily across phone and email, working with customers, financial institutions, debt management organisations, and authorised third parties to resolve complex account enquiries and agree sustainable repayment solutions • Conducted financial assessments to understand customers' circumstances and identify appropriate support while applying FCA guidance and GDPR requirements throughout the customer journey • Supported vulnerable customers by applying the TEXAS protocol, communicating with empathy and helping customers access appropriate repayment options and support services • Managed a high-volume workload while consistently meeting quality, compliance, and productivity targets within a regulated financial services environment
• Delivered high-quality customer service in a fast-paced, high-volume environment, resolving customer queries while maintaining brand and service standards • Collaborated with team members to meet operational targets, ensuring efficient service during peak trading periods • Demonstrated adaptability, attention to detail, and effective time management while balancing multiple responsibilities
• Collaborated with developers and internal stakeholders to optimise landing pages through A/B testing and customer insights, contributing to an 8% increase in website traffic • Analysed customer behaviour and communication touchpoints, reducing booking cancellations by 9% through improvements to the customer journey • Conducted competitor and market research to evaluate pricing, positioning, customer trends, and opportunities for campaign optimisation • Contributed to the planning and execution of digital marketing campaigns across web and social media channels, ensuring consistent messaging and alignment with business objectives • Monitored campaign performance, analysed marketing data, and produced insights to support optimisation and future campaign planning • Partnered with cross-functional teams to coordinate project timelines, align stakeholders, and ensure the timely delivery of marketing initiatives
• Delivered one-to-one and group music lessons, adapting teaching methods to suit different learning styles and skill levels • Planned structured lesson programmes, monitored student progress, and tailored instruction to support individual development • Managed scheduling, parent and client communication, and lesson coordination to deliver a positive and professional learning experience
• Performed as a vocalist and instrumentalist across concerts, cultural events, and private performances, collaborating with musicians, conductors, and creative teams • Prepared for rehearsals and live performances while coordinating schedules and maintaining high performance standards • Strengthened communication, adaptability, and teamwork by performing in diverse professional environments and working with multidisciplinary creative teams