United Kingdom
I help retailers, FMCG manufacturers and customer-focused businesses turn customer understanding into commercial growth. Over the last decade, I have built a career spanning customer insight, customer experience, marketing strategy, retail transformation and analytics. Today, I lead a £1m+ portfolio of Customer Experience, Loyalty, Promotions Evaluation and Behavioural Analytics solutions at Worldpanel by Numerator. My focus is helping organisations understand how customer experiences, loyalty programmes, promotions and shopper behaviour influence commercial performance and long-term growth. Recent highlights include: • Promotion to Senior Research Director following sustained commercial growth and expansion of solution leadership responsibilities • Growing annual revenue from c.£500k to £1m+ • Achieving "Exceeding Expectations" performance ratings in 2023, 2024 and 2025 • Developing and commercialising new propositions in Rapid Delivery / Quick Commerce Grocery and Quick Service Restaurants (QSR), opening new markets and revenue streams • Delivering 30+ client pitches for newly developed solutions • Coaching and developing consultants and analysts across the business Prior to Worldpanel, I held customer experience, marketing strategy and retail leadership roles at Sainsbury's and Argos, following completion of both the Teach First Leadership Development Programme and Sainsbury's Central Leaders Graduate Scheme. Areas of interest: Customer Experience (CX) | Customer Loyalty | Promotions Effectiveness | Shopper Insight | Behavioural Analytics | FMCG | Retail | QSR | Commercial Strategy | Proposition Development | Team Leadership
I lead a £1m+ portfolio of Customer Experience, Loyalty, Promotions Evaluation and Behavioural Analytics solutions, helping retailers, FMCG manufacturers and customer-focused businesses translate customer understanding into commercial growth. Key responsibilities and achievements: • Lead commercial growth across a £1m+ annual revenue portfolio spanning Customer Experience, Customer Loyalty, Promotions Evaluation and Behavioural Analytics solutions. • Grew annual revenue from c.£500k to £1m+ through proposition expansion, strategic client development and new business acquisition. • Developed and commercialised new propositions in Rapid Delivery / Quick Commerce Grocery and Quick Service Restaurants (QSR), opening new markets, broadening solution coverage and creating new revenue streams. • Delivered 30+ client pitches for newly developed solutions, establishing new growth platforms for the business. • Advise leading retailers and FMCG manufacturers on customer loyalty programmes, promotions effectiveness, customer behaviour and growth strategy. • Lead capability development across 3 Consultants and 4 Analysts through coaching, quality assurance and commercial development. • Achieved "Exceeding Expectations" performance ratings in 2023, 2024 and 2025.
• Worldpanel lead for Customer Experience across leading FMCG retailers and manufacturers. • Doubled annual revenue within three years, growing responsibility to c.£500k annual revenue and associated sales pipeline. • Expanded remit into broader analytics solutions, pitching to 30+ FMCG clients and leading development of a new Gifting proposition. • Led strategic development of Shopper Satisfaction syndicated panel data, reaching approximately 65,000 panellists annually. • Combined behavioural, purchase and attitudinal datasets to generate actionable insight and drive customer-focused business change.
• Retail Customer Experience design for new and existing propositions • Customer journey mapping with internal and external stakeholders • Achieved record CSAT and NPS scores across Sainsbury’s and Argos brands • Developed Accompanied Shops programme and delivered to c. 1500 store managers • Created Colleague Observation tool, appraising behaviours across c. 160k Colleagues • Concluded end-to-end analysis of Customer & Colleague pain points to inform new Service Framework • Tactical Customer response to Covid-19 Pandemic
• Direct annual POS spend of £2.5m + £300k display development budget • Management and appraisal of 3rd party POS & display suppliers • Delivered in-store brand integration & process change projects across Sainsbury’s/Argos • Project managed the rollout of an innovative, market-leading digital POS solution (c. 300 stores) • Line managed team of 3x Space Planners/Visual Merchandisers • Accountable for all product displays & campaigns across C.750 UK&I stores inc. white goods, jewellery, toys, impulse, VGS, seasonal, TVs
• End-to-end format development of 7 Habitat store concessions • Project managed rollout of 205 Digital Click & Collect points across Supermarket estate • Led in-store Argos integration project with “Touchpoints” trial
"It is our vision that no child's educational success is determined by their socio-economic background" Whole-class responsibility for planning, teaching and learning in Year 2 & 3, including out-of-class learning opportunities. Prepared children for Statutory Assessment in the summer term, results showing accelerated progress for a high proportion of pupils, and outstanding progress made overall. Whole-school curriculum responsibility for Religious Education and Personal, Health and Social Education. Ran extra-curricular music activities. Undertaking strands of the Teach First Leadership Development Programme.