Greater London, England, United Kingdom
I'm a highly motivated CRM specialist with over 10 years experience implementing CRM strategies, driving increased customer lifetime value, reducing churn and increasing retention rates. An acute understanding of the importance of delivering KPIs to time and budget whilst working effectively within a team to achieve company goals. Success is a journey not a destination.
Main responsibilities: - Manage a team of 3 across commodity (Gas & Electric) and solutions (ASHP, Solar & EV), driving retention across the business - Work closely with stakeholders to drive BAU and initiative-based campaigns that help reach business objectives - Deliver analysis on campaign behaviour, illustrating the impact each campaign has had and the learnings taken from each - Use a series of reporting dashboards in Tableau to monitor business performance against campaigns, pin-pointing any potential opportunities we can take advantage of
Key Achievements: - ARPU up 63% MoM - Sales per user increased 21% MoM - Total Sales up 45% MoM - Average OR of 33% and CT of 24% Main responsibilities: - Build and implement a CRM strategy to help increase retention, conversion and decrease churn - Optimise campaign flow where possible, through robust and continuous testing - Create and implement a CRM roadmap for global brands - Build and implement reporting dashboards, highlighting MoM & YoY performance across all KPIs - Build out the strategies to drive key KPIs (autocycles, triggers, campaign building & reporting) - Work with stakeholders to develop product capabilities and achieve best possible customer experience
I saw an opportunity to achieve a personal goal of mine and decided to take it with both hands.
Key Responsibilities: - Manage a CRM team of 5 for the 777 brands across 4 countries (Belgium, Spain, Netherlands & Switzerland) - Manage Autocycles across all customer touchpoints - Work directly with other teams to develop and deliver a robust multi-channel CRM, Retention & Loyalty strategy along with tactical initiatives that align with the business plan. - Support the business in delivering against budgeted performance, and ensuring that every customer touch point across all channels represents the proposition, service and brand in a consistent way. - Build and deliver a CRM and Loyalty plan that drives retention to support the business in delivering targets. - Provide relevant consumer insights by adopting a data driven approach. - Build, lead and inspire the CRM Team in order to successfully execute campaigns and promotional activities.
Key Responsibilities - Providing CRM plans across OPTS (One Publicis Team Samsung) customer engagement projects in the UK - Helping to drive a culture of customer centricity at Samsung UK - Delivering work that connects all projects across paid social, owned channels & e-store. - Lead development of customer strategy campaigns - Helping to cultivate a culture of customer centricity at Samsung - Embedding a customer-first and test and learn mindset at OPTS - Develop plans to include how customer activities should be built into (or even lead) wider communication strategy