Greater London, England, United Kingdom
Enterprise growth and digital transformation strategist advising organisations on complex customer, technology and commercial strategy challenges. Trusted C-suite partner shaping clear enterprise transformation narratives that align brand, customer experience, data and technology to unlock measurable growth. Lead cross-disciplinary teams across strategy, experience, creative and technology to define and deliver transformation roadmaps, secure executive investment, and translate strategy into scalable growth and digital initiatives. Commercially focused with experience operating in global, matrixed organisations, bridging management consulting, digital strategy and execution to deliver connected enterprise impact
Director of Strategy, working across pre-sales support and client engagements ranging from retail, consumer goods, travel and manufacturing. My role ensures that opportunities are being identified across all of our client touchpoints and services so that we are unlocking value for both the client and Astound, working in collaboration as true partners. My achievements include: - Redefined the sales, service and marketing strategy plus customer experience blueprint for a global B2B consumer goods business, identifying where there were inefficiencies and how these could be addressed with better sales and customer engagement tools and solutions such as AI. This enabled their sales teams to improve customer data capture for enhanced forecasting and customer engagement - Defined the experience strategy, technology approach,roadmap and supporting business case for a well known FMCG multichannel retailer, working in conjunction with their senior stakeholders and Astound’s technical specialist to put in place activities and a timeline that was backed by business and customer needs alongside data insights and technical feasibility. This led to additional revenue opportunities for Astound alongside a new composable website build for the client - Reimagined the onsite passenger experience for one of the largest UK airports with the goal of improving key KPIs such as customer satisfaction scores while encouraging additional passenger spend while in the airport. This has lead to a wider engagement with the airport parent company to expand this project to more of their tier 1 airports as they look to grow passenger revenues whilst reducing costs - Leading role in Astound’s internal AI initiatives, identifying where existing processes can be augmented alongside providing input into PR and thought leadership for existing clients and prospects on where AI can benefit both their business and customers
Intermediate role within the newly formed digital practice. My focus during this time was to define what the digital practice would be responsible for and put together collateral for the go to market strategy. I also supported several projects assisting the private equity team on assessing target business digital offerings alongside providing pre-sales support to the pursuit teams.
First consultancy role with a small, boutique firm specialising primarily in retail and private equity clients. I worked on a range of engagements from providing business performance analysis and recommendations to board level stakeholders, to leading a long term engagement with a not for profit travel organisation, working with their board and senior stakeholders to identify where the business had challenges in terms of its digital operations, then resolving this through implementing new business initiatives and team restructuring.
Transformed Monsoon’s small digital presence into a mult-million pound sales channel with a multi-country presence. This was done through a combination of technology and process improvements, growing the in-house digital team expertise and putting in place processes to ensure the customer proposition was being continually evaluated and optimised.
Championed the role of ecommerce throughout the business, working closely with PR, marketing, and retail operations to ensure synergy of message and experience. Ownership of ecommerce operations: • Day to day management of the ecommerce team consisting of merchandisers, marketing, design, projects and customer services • Effective communication of the brand through collaboration with the online merchandising, marketing and design teams • Achievement of sales and marketing goals through acquisition, retention and effective stock management • Management of all third-party suppliers and internal fulfilment, ensuring delivery to SLAs and negotiating more favourable terms based on business needs • Production of Systems, Operations and Marketing forecasts and budgets Delivery of ecommerce projects: • Leadership of the Next systems and Lipsy ecommerce teams on the website rebuild • Integration of the Lipsy systems with Next product and logistics systems to improve the order fulfilment and returns process • Delivery of the business requirements to the project stakeholders, including recruitment, liaison with new and current suppliers and cost negotiation