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Customer Marketing and Engagement Strategist at LTA.My role is instrumental in orchestrating the operations of the Customer Engagement team while strategically presiding over LTA 'Advantage', LTA’s loyalty program. My responsibilities extend to overseeing the development and execution of B2B and B2C cross-channel strategies.Pioneering Customer Engagement Strategies At the helm of our Customer Engagement Strategies, driving a transformative shift in the way our stakeholders, including Fans, Players, Competitors, and Workforce (comprising Coaches, Venues, Volunteers, etc.), engage with our digital services. My focus is on personalising every interaction to cater to their specific engagement with the game, thereby enhancing their overall experience.Ownership of CRM and Engagement Platform (Salesforce Marketing Cloud)In addition to my strategic responsibilities, I am the product owner of Salesforce Marketing Cloud and lead a team of expert users, encompassing the cross channel Personalisation suite, Email Studio, Automation Studio, Journey Builder, and Einstein’s predictive and generative AI suite. My commitment is to fully harness its capabilities to orchestrate highly relevant and personalised, omni-channel experiences for our diverse audiences.Comprehensive Background and Consumer KnowledgeA degree in Sports Development and a Diploma in Professional Marketing, I offer more than a decade of hands-on experience. My expertise spans CRM, Customer Lifecycle Journeys, Loyalty Propositions, Project Management, Marketing, Commerciality and Audience Engagement, within two National Governing Bodies. This multifaceted experience allows me to understand and empathise with the intricate challenges faced by both internal and external customers.#CustomerLifecycle #CustomerEngagement #MarketingStrategy #Personalisation #LoyaltyPropositions
Lta
View- Website:
- clubspark.lta.org.uk/AllSetTennis
- Employees:
- 3
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Head Of Customer EngagementLtaLondon, Gb
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Head Of Customer EngagementLta Jan 2024 - PresentLondon, England, Gb -
Customer Engagement ManagerLta Apr 2019 - Jan 2024London, England, GbI provide leadership to CRM and Membership both busy functions that are responsible for key elements of the LTA's Fan Engagement strategy. I am responsible for building the LTA's relationship with Members (Fans, Players and Competitors) alongside key members of the games infrastructure, clubs, counties and volunteers.Collaborating with stakeholders across the whole organisation I lead my team to develop and deliver engaging and inspiring direct marketing campaigns via digital channels.Utilising and manipulating our wealth of customer insight, I work to deliver digital experiences which are activated across a wide range of campaigns, ranging from LTA Advantage, Major Events and grassroots tennis engagement.
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Digital Manager (Interim)Lta Jul 2019 - Apr 2020London, England, Gb
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Customer Marketing ManagerEngland & Wales Cricket Board (Ecb) Dec 2016 - Apr 2019St Johns Wood Road, London, GbMarketing lead for:All Stars Cricket (ASC) – ECB’s flagship entry level programme, aimed at providing children aged five to eight with a great first experience in cricket.ASC City Partnerships Project – Designed to drive South Asian involvement in ASC and build a network of 2,000 female activators in targeted urban communities around the country. Play-Cricket – The online home for recreational cricketers. A digital ecosystem consisting of seven digital properties: overarching website, data-driven email campaigns, Facebook page, Scoring and Live following mobile and tablet apps, laptop scoring software and customer services help desk.ECB ACO – Membership organisation with over 8,500 members. ECB ACO are responsible for the recruitment, training and development of all cricket officials.Network Communications – Oversee CRM Executive to build communications to County Cricket Boards, League and Club Administrators, Volunteers and Parents.National Cricket Playing Survey – Hygiene survey conducted to determine player satisfaction amongst other key metricsOther ad hoc participation projects and products such as ‘Get the Game On’, Player Behaviour and Law changes. -
Projects Manager And Financial ControllerEngland & Wales Cricket Board (Ecb) Jan 2013 - Dec 2016St Johns Wood Road, London, GbECB Association of Cricket Officials (ACO) is the membership organisation representing scorers and umpires for and on behalf of the England and Wales Cricket Board (ECB).Responsible for the recruitment, training and development of all cricket officials I worked daily with the membership services and education team based in Edgbaston to utilise CRM and other digital tools to drive membership subscription, education course booking and merchandise sales. ECB ACO had a separate Board that worked with the Executive to run the Association at national, regional and local county level to have a direct links with our membership. I regularly presented ideas, research and projects alongside reporting on performance and other matters and quarterly board meetings.Key accomplishments:Led the development and implementation of a 5 year strategic plan targeted at recruitment, support and development of volunteers. Improved succession planning by reducing the average volunteer age to 58 from 65.Delivered an increase in annual volunteer retention to 93% in 2015.Achieved over 3500 responses to National Officiating Survey, above Two Circles (Sports Data experts) estimations, resulting in customer driven solutions and developments. Constantly improved the highly valued volunteer insurance cover, recently increasing Public Liability cover for volunteers aged 85.Increased annual merchandise sales, year on year, to a record 2015 total.Received an average 72% unique open rate of volunteer engagement email campaigns throughout 2015.Led and coordinated four annual volunteer conferences for 1600 attendees.Facilitated and edited 15 editions of the 32 page membership magazine, delivered to over 8,000 members across England and Wales and Europe.
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Projects OfficerEngland & Wales Cricket Board (Ecb) Apr 2011 - Jan 2013St Johns Wood Road, London, Gb
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Young Officials Development OfficerEngland & Wales Cricket Board (Ecb) Sep 2009 - Mar 2011St Johns Wood Road, London, GbRefined the Young Officials Award (Umpires & Scorers) and resources created in previous years using feedback from customers. Worked with ECB ACO’s volunteer delivery network to develop and embed a pathway to sustain the development and recognition of young officials.Engaged with key personnel responsible for events & competitions within ECB to secure volunteering opportunities for young officials at national age group competitions.Key accomplishments:Created a successful Young Officials programme, identifying young volunteer role models resulting in an increase of junior volunteers fivefold to 1500. Improved succession planning by reducing the average volunteer age to 58 from 65.
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Airport Security OfficerBaa Jan 2007 - Aug 2009Hounslow, England, Gb(Regular summer job, whilst at university)Security Duties included vehicle and people searches and operating x-ray machinery.Gained first hand experience of maintaining customer confidentiality, handling confrontation and the ability to negotiate.
Ben Francis Education Details
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Cim | The Chartered Institute Of MarketingMarketing -
University Of PortsmouthSports Development Management
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Trailhead By Salesforce
Frequently Asked Questions about Ben Francis
What company does Ben Francis work for?
Ben Francis works for Lta
What is Ben Francis's role at the current company?
Ben Francis's current role is Head of Customer Engagement.
What is Ben Francis's email address?
Ben Francis's email address is be****@****b.co.uk
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Ben Francis's direct phone number is +141576*****
What schools did Ben Francis attend?
Ben Francis attended Cim | The Chartered Institute Of Marketing, University Of Portsmouth, Trailhead By Salesforce.
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