Dartmouth, England, United Kingdom
CRM Marketing Manager | Expert in Lifecycle Strategy & Customer Retention With 7 years of CRM expertise and a decade dedicated to creating exceptional customer experiences, my passion lies in deeply understanding the customer journey. My neurodivergent perspective fuels my ability to see patterns, cut through data noise, fuel lateral problem-solving, and spot inaccessible or friction-filled customer journeys - all crucial for developing innovative, data-driven CRM strategies. I’ve worked extensively in e-commerce, and now in recruitment/HR, designing and executing data-driven email and SMS marketing campaigns with a strong focus on segmentation and automation (HubSpot & Spotler). I have a proven track record of using these tools to grow revenue while maintaining strong customer relationships. Outside of work, I trade my marketing hat for a yoga mat, where I teach to help others find their focus, or exploring the Devon coast with my mini Labradoodle, Otis.
I took a career break between July and December to travel South East Asia and Europe before settling back in the UK.
Achievements: • Developed an SMS Marketing strategy into the business's overall marketing strategy to improve engagement, deliverability and revenue, resulting in an additional $150K in sales over a three-day sale period. • Designed, built and executed a new customer onboarding program resulting in a 20% increase in engagement and a 15% increase in subscriptions within the first 12 months. Key Responsibilities: • Oversee the entire customer experience across all areas of the business. • Advance the business's email marketing strategy using segmentation, A/B testing, and automating workflows, achieving a 20% increase in engagement and a 15% increase in subscriptions within the first six months. • Manage the CRM (Hubspot), Email Marketing and community platform to improve customer retention and increase subscriptions. • Analyse and interpret consumer data and behaviours, combined with market trends and historical data, to adjust and enhance campaigns. • Lead CRM reporting on consumer channels and campaign performance on a weekly, monthly and ad-hoc basis • Write copy and design in Photoshop for newsletters, promotional emails and other marketing collateral. • Build and design automated workflows to streamline the customer's buying journey and create customer segmentation. • Collaborate with the wider team to help expand marketing & sales channels such as a new subscription platform (Recurly). • Set up, completed and tracked customer surveys for local and international campaigns.
Key Responsibilities: • Oversee the customer service team, ensuring all staff provide a friendly, courteous and helpful approach when dealing with all customers and suppliers. • Manage all aspects of multiple communication channels including HubSpot, Facebook and Amazon. • Analyse and interpret data using CRM tools to detect and recognise information that would be useful to optimise customer experience and increase revenue. • Liaise with Marketing team to develop successful campaigns and Operations team and 3PLs to safeguard stock is adequate for future orders, and any updates are communicated well. • Ensure all Key Account purchase orders, invoices and credits are processed in a timely fashion. • Manage the processing of new practitioner accounts, ensuring they receive all marketing, pricing and education material. Major Achievements: • Due to a professional and client focused approach to work, awarded with further senior level responsibilities acting as primary liaison for wholesale (300+ accounts) and key distribution partners in New Zealand, Europe and the USA and B2B customers across the globe, as well as presenting key reports to leadership and executive teams. • Provided a high level of system training to new team members (NAV Dynamics, Stripe, 3PL platforms) and also an integral part of leadership workshops to provide insights and recommendations to various teams. • Successfully demonstrated the ability to take on further projects, including being part of improving processing times in the supply chain return process and transparency in the return of products.