Cardiff, Wales, United Kingdom
Well-versed in AdTech/MarTech (GTM, CRM, Google Stack, PPC), client portfolio management, digital campaign building, marketing data principles, Salesforce, Jira, GDPR best practice, IAB standards, and post-campaign analysis. Additionally, analyzing sales and campaign performance data via Excel and SQL to identify trends and the top performing products. Point of contact between different departments fostering collaborations and multichannel campaign processes improvements through detailed client specific documentation. Assisted with the execution and management of digital, social and PPC campaigns for clients such as PayPal, O2, Royal Mail, and Bethesda. Methodically approached problems to ensure a resolution was always found when performance had decreased, leading to improved long-term relationships with clients such as BRC and BBC. Led multiple complex projects end to end for high-profile clients such Matalan, which required a full site tracking transition from one GTM container to another. Responsible for managing a team of four individuals ensuring high standards were kept and their growth was encouraged.
Managed client relationships through concise communication to ensure that the right people were kept in the loop at all times. Developed and implemented multi-channel media plans across significant digital channels while tracking CTR, CPA, ROAS, etc, along with post-campaign insights. Organized AdTech/client process workshops to ensure efficient onboarding of new hires to reduce SLA-related errors. Maintained client relationships for big campaigns to ensure authenticity as well as the highest performance. Identified B2B leads to ensure 24 end-to-end sales cycles to advance business opportunities. Configured clients' Salesforce setup to automate ticketing allocation within the team, helping reduce the point of first contact time lag. Responsible for onboarding 30+ clients to CM360, SA360, and DV360 to ensure that platforms were integrated allowing for automated trafficking with 88% issue-free setups. Implemented ad verification through IAS, MOAT, Lumen to ensure alignment with IAB Gold Standards as well as linking the platforms when required. Troubleshot third party tracking/vendor tag issues with clients on PPC, social media, digital display through GTM and Tealium to ensure accuracy of conversions with GA4 and Adobe Analytics. Developed an automated CM360 tool to reduce campaign setup time by 45%. Troubleshot data discrepancies and tracking issues with third-party tracking to ensure the addition of new awareness tracking with client activities. Identified and validated technology vendors to ensure compliance with GDPR and industry regulations, meeting BAC, BACS, IAB, and ASA guidelines. Created timelines and critical paths to assist with campaign delivery and stakeholder coordination. Led a site-wide tracking migration from one GTM container to another for Matalan, overseeing a team to ensure high levels of project quality.
Assisted senior team members with client communication, scheduling, media plan drafts, and assets to ensure positive working relationships. Successfully resolved client CM360 campaign problems within the SLA, delivering 97% of campaigns trafficked on time. Ran and setup A/B test CM360 campaigns for charity organizations to determine which creative assets perform best and to increase ROI. Provided support to Social, PPC, and SEO teams with ad hoc requests and tracking to ensure campaign flow. Decreased PayPals campaign setup SLA from three days to one day by streamlining ticket handling and the early development of the CM360 internal automated trafficking tool.
Managed 6 team members, including scheduling, training and conflict resolution. Built and maintained personal relationships with customers, recalling names and regular orders to maintain rapport and generate repeat business. Developed and demonstrated skilful and creative latte art to engage customers. Trained new team members with positive reinforcement and respectful, encouraging coaching. Developed knowledge of regional teas, including growing practices and flavour profiles. Educated co-workers and customers about new products. Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment. Decreased waste by 45% through designing effective signage for recycling and composting. Correctly followed all health, safety and sanitation guidelines. Supported store manager with recruiting, interviewing and hiring baristas. Led regular coffee and tea tastings, showcasing seasonal items and reinforcing staff expertise.
Kept track of event finances, including initial deposits, due payments and final balances. Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness. Monitored food distribution, verified guidelines for special diets and delivered meals to recipients quickly. Offered samples of new ice cream flavours to customers and introduced new menu items, sundae toppings and cone varieties to upsell more expensive selections. Used cash registers and credit card machines to cash out customers, handling up to £1000 in cash per event. Used developed interview techniques to get the best out of guests for engaging results. Assigned work tasks and coordinated activities of cinema personnel to provide prompt, courteous service to patrons. Managed event contracts, including estimates, event profiles and post-event summaries.