United Kingdom
A seasoned leader and expert in customer experience, strategy, transformation & growth through the usage of data, analytics & technology. Chris has a proven track record of driving transformations for some of the biggest B2B/C brands in the world, such as Marriott International, Nike, NEOM, Cisco, Danone & more. With expertise across the APAC and EMEA regions, having worked in the UK, Singapore, Thailand, Hong Kong, Dubai and Japan, Chris is passionate about creating impactful and memorable digital experiences that connect on a human level and deliver value for both the end user and the business.
Supported a London-based agency on value realisation, strategy development and proposal leadership for an ambitious transformation programme encompassing the development & delivery of a new Data Lake, CRM platform and a refreshed Web & App experience.
Clients: Boehringer Ingelheim, London Heathrow Airport, Phillip Morris International.
As part of the Global Strategic Leadership Team, I led Customer Strategy across four business units for Pfizer CoLab - a partnership between Publicis Groupe and Pfizer Corporation, one of the world’s premier bio-pharmaceutical companies. I led the following transformation program work streams: Strategy - Led Pfizer towards a fully customer-centric culture through data, business capability solutioning, strategy & growth planning. Deliverables included delivering new content workflows through Adobe Workfront, 1st & 3rd-party data framework & governance architectures, omni-channel tech & media (PESO) strategy, Veeva CRM MOps setup and operating model design, funnel analytics & journey assessments, competitive analysis, product health metrics, segmentation strategy & prioritising of use-cases, journey maps and 'must-win moments'. Demand Transformation - Customer-focused MarTech workshops, ideation, design and facilitation, stakeholder interviews, research and conceptualisation. Summary cases, final readouts & recommendations plus action & financial plans.
Key clients: NEOM, Majid-Al Futtaim, Dubai Islamic Bank, YAS Island, McDonalds, Stellantis.
As part of the Digital Leadership Team, I focused my expertise across Digital CX, CRM, Analytics, UX and Media. Working with diverse teams to drive visitor & revenue growth plus media cost efficiencies. Tealium CDP solutioning, implementation & integration with BigQuery for advanced analytics & reporting, including the first real-time onsite visitor dashboard delivered in the UAE, allowing for geo-based & near real-time offers per individual delivered through SAP marketing & analytics solution. Implemented new RFM segmentation model delivering over 3M AED in saved acquisition costs within the first five months and a 2% uplift in e-commerce conversions based on conversion testing. Designed personalised customer journeys aligned with paid and organic channels across all acquisition and retention segments, driving over 25% uplift in user engagements across outbound channels.