United Kingdom
Passionate and creative CRM specialist who loves working collaboratively to deliver omni-channel data driven, user-centric CRM solutions to build highly engaging brand experiences. A critical thinker who is energised to re-imagine the way brands evolve and scenes are managed. Proactive, dedicated and reliable, currently seeking a new challenge that allows her to develop further as a marketeer.
Driving the development and success of a product by defining its strategy, managing its lifecycle, and collaborating with cross-functional teams to deliver value to customers. • Led the product roadmap for Salesforce Marketing Cloud Solutions, driving technology alignment with strategic goals for Fintech, Retail, and Hospitality clients (B2B & B2C). • Managed the product backlog and deployment strategy, ensuring timely releases of new features and functionality, reducing time-to-market by 15%. • Collaborated with CRM Strategy to understand campaign and journey requirements, translating them into technical solutions successfully delivered scalable and multilingual solutions, resulting in 5-star CSTATS ratings. • Played a pivotal role in spearheading the recruitment and training of a high-performing delivery team, driving standardization and optimizing operations for enhanced efficiency and productivity. • Optimized Sales Cloud, Marketing Cloud, and Service Cloud configurations, delivering training programs and ongoing support. Achieved a remarkable 20% growth in product adoption within six months.
Guided clients in optimizing marketing strategies with Salesforce Marketing Cloud, promoting best practices and translating business needs into CRM solutions. Delivered workshops and training, and supported new market initiatives, presales, and post-sales activities. - Implemented and integrated client legacy systems into Marketing Cloud, ensuring a smooth transition. - Provided training through webinars, workshops, and championed Marketing Cloud best practices. - Collaborated with international organisations, contributing to brainstorming and building ad hoc, lifecycle, and special campaigns across multiple channels. - Designed and developed personalised 1-to-1 customer journeys across all channels. - Advised clients on implementation, design, and creation, while identifying and unlocking new communication channels.
Responsible for the execution, maintenance and optimisation of both B2B and B2C CRM strategy, technical coding of email campaigns and database management to promote Kaplan premium language learning programmes to students in more than 100 countries. Key Achievements: - Collaborating with market stakeholders on planning and developing branded and targeted B2B and B2C automated, prescheduled and ad hoc campaigns. - Developing agent engagement programme for onboarding and retaining agents, helping them move from bronze to gold status through segmentation and personalised content. - Automating sales communications driving customer engagement and retention. - Generating and sharing reports on email send performance and A/B test results. Analysing data, identifying opportunities for improvement in line with market specific and business objectives. - Assisting in the coordination of monthly newsletter. Updated newsletter email template and layout, which increased open rate to 37.5% and click rate to 17%. Generating higher KPIS and driving traffic to the website.