Senior Business & Technology Programme, Product & Change Management & Interim Head of CRM

Leading key aspects (Strategy, Marketing & Technology) of a differentiated - high value go to market strategy underpinned by a focus on maximising customer subscriptions.

Programme managed 4 UK & EU Project, Product & Change teams upgrading Sales & CRM processes & MS 365 Dynamics & Marketo technology to enable a new solution selling strategy for New & Used Trucks, Finance, Contract & Connected Services.

Led Product Management for John Lewis Marketing Technology & drove 3 projects delivering a Salesforce CRM & MyJL Rewards upgrade & hyper-personalized customer offers via AI in the on-line Digital & Social Media channels.

Ran 3 international projects delivering a new strategic customer data warehouse for Salesforce, another & the CEO’s no. 1 priority project creating flexible billing to enable up & cross sales & 3rd, GDPR data compliance in CRM applications.

Designed & led a pilot programme with Etisalat (Dubai’s no.1 Telco) to demonstrate the strategy & prove the sales opportunity of B2B & B2C CRM to Apple’s senior management.

Led the delivery of a series of CRM tactical, organizational & technology changes in the loyalty team which reduced customer attrition by 15% by increasing predictive model accuracy, customer contact KPI’s & sales conversion rates.

Provided product management & CRM subject matter expertise for an RFP to select the next generation of data, analytics, AI & CRM solutions (IBM + SAS) for TV Licensing.

Led the team delivering an RFP to the CTO for a £2M data science driven campaign & contact management solution to enable omni-channel CRM strategy for high net worth Private, Corporate & Institutional Banking customers.

Led the delivery of a new up & cross sales CRM strategy & technology which saw targets ex-ceeded & conversion rates of >80%.

Turned around a wayward project, brought it back on track, then ongoing management of a major programme of work to identify next generation data science driven omni-channel campaign management tools for 27 markets ran well.

Delivered recommendations & business case to enable ‘Next Best Action’ CRM to MTel’s CEO.

Overhauled the organisation & introduced new campaigns which reduced churn by 20% & increased sales by >50%.

Led software design, client services & secured £250k of UKTI funding at this ‘big data’ analytics start-up.

Overhauled O2’s Priority Moments loyalty programme’s communications strategy, increasing customer engagement by >200% & offer acceptance rates by 100%.

Audited the Pega ‘Next Best Action’ project uncovering that after $30M spend, key capabilities were missing which would result in no RoI. Designed & launched a plan to rectify all business & technical issues.

Audited the online banking ‘Next Best Action’ programme & delivered a plan to increase sales by 20%. Designed & implemented a mortgage customer retention pilot which immediately achieved a 40% save rate worth £500M per year.

Led all aspects of a £4M, 15 man team delivering decisioning & 'Next Best Action' driven, multi-channel, Real Time Marketing, then took on the newly formed BAU role managing the on-going strategy & evolution of capabilities.- Delivered the Next Best Action (NBA) programme from ‘Proof of Concept’ to full roll out across 6 call centres in 12 months.- Achieved Call Center Agent usage rates >75% on inbound calls, resulting in 350k NBA’s per week.- Increased Call Center… Show more Led all aspects of a £4M, 15 man team delivering decisioning & 'Next Best Action' driven, multi-channel, Real Time Marketing, then took on the newly formed BAU role managing the on-going strategy & evolution of capabilities.- Delivered the Next Best Action (NBA) programme from ‘Proof of Concept’ to full roll out across 6 call centres in 12 months.- Achieved Call Center Agent usage rates >75% on inbound calls, resulting in 350k NBA’s per week.- Increased Call Center sales by 8% & customer satisfaction by 20% with no increase in call time.- Increased save rates by 20% & reduced offer costs by over £4M per year.- Delivered 1st integrated in & outbound NBA solution between the call centre & email channels which delivered up to 15% conversion rates on follow up sales offers. Show less

Led 2 projects at Vodafone & O2 migrating customer management to the latest CRM technology.

Migrated campaign management (Pega) from an outsourced to an in-house capability for 10 million customers

International project management leading IT, data scientist & CRM strategy consultants SLP Infoware which was a CRM analytics driven Tech Start-Up sold to Gemalto in late 2000 for $55M.- Delivered 3 projects (AT&T, MobiNil & Sonera), & multiple proactive customer retention strategies at mobile operators throughout the world (Sonofon, Libertel, Esat Digifone, SingTel, Digi, Connex, Telia) reducing head line churn rates by as much as 50%.

Created and drove data driven marketing, reporting and strategy optimisation.

Customer base campaigning to reduce churn and increase lifetime value.