Key Skills
• Complete knowledge of all aspects of CRM; highly experienced in developing strategy and detailed plans to engage, retain and grow customer revenue.
• Growth and evolution of loyalty programmes to drive member participation and sales.
• Ability to present in-depth analysis of CRM performance and demonstrate ROI.
• Introducing and developing the use of CRM and email tools within a business.
• Email marketing expert.
• Managing multi-channel campaigns across all key digital and directing marketing channels. Including in-store, email, web, social and direct mail.
• Use of ecommerce tactics to drive traffic, acquisition and conversions.
• Developing advanced segmentation strategy based on lifecycle, lifestyle, behaviour and Recency, Frequency, Value (RFV) segmentation.
• Maximising customer engagement through creative, personalised and timely content.
Key achievements
• Created email programme and team that has had 30% increase in email engagement, 25% database growth and £4.7m sales contribution in the last 3 years.
• Worked on development and promotion of loyalty programme which peaked last year generating £150m in loyalty sales, with digital and direct mail vouchers campaigns driving £16m incremental sales and £4.8m contribution last year.
• Achieved ecommerce targets in the last 2 years, driving a total of 3.6m visits and £1m in revenue attributed to email.