Director/owner of a boutique Customer Experience Agency building engaging strategies and campaigns around our own proprietary frameworks. Specialising in membership organisations, professional services and finance clients.- Launched and managed FourForty for 3 years.- Trademarked ‘The Customer Experience Agency’ to support our proprietary approach to CX, developed in partnership with University of Leeds Business School.- Audited the entire Chartered Institute of Securities and Investments customer environment to build the foundations of a website overhaul.- Led a redesign of the ACCA customer communications which was adopted as the new brand look and feel for upcoming campaigns.

Volunteer supporting the marketing activity (CRM, Website redesign and creation of marketing resources) with strategy and design resource.

Freelance role supporting the creation and market launch of a new subscriptions service.- Successfully launched a B2B subscription proposition to fund plastic removal from major global waterways.- Sourced and set up relationships with resellers.- Ran small scale prototyping projects with clients.

6 years service, working from the first employee in the inception of a new CRM team (within Draw) through sale and transition into specialist capability within a global management consultancy - merging digital, customer led projects with strategic consultancy. Project led work focused on mixed capability teams working for C-suite clients within multinational clients.- Selected as first employee at an agency that was grown and sold to a global management consultancy, remaining as the most senior employee until sale.- Created an innovative operating model through a series of workshops (40+ clients) that exceeded all acceptance criteria by the client.- Designed a user first app to revolutionise the aviation turn process - saving millions of pounds for the client (see below highlights: Easyjet).- Curated a number of customer first propositions for a leading UK bank (see below highlights: Tesco Bank).- Constructed an end to end customer journey which engaged accountancy students over a 4-10 year process (see below highlights: ACCA).- Approached and entrusted by Global Head to plan and implement a company wide way of working which enabled better running of remote projects.- Helped with the global implementation of a new CRM system for a major sports retailer, enabling a single customer view across all markets.- Chosen frequently by the company to run or chair company-wide meetings or presentations.- Appointed as the onboarding lead for the client focused side of the business, ensuring our ways of working and thinking were instilled in all new joiners.Key activities include:- Customer journey mapping- Customer Experience Planning- CRM Campaign Management- Triggered CRM Campaign Planning- Customer Segmentation Planning- CX Driven Concept DevelopmentKey clients include:- ACCA- ASICS- Aviva- AXA- De Beers- McArthurGlen Group- Tesco (F&F and Bank)- Shelter

Ran the acquisition and re-engagement activity on the multi award winning TUI CRM account (then Thomson and First Choice).

Worked with several large clients on both websites and eCRM programmes. Role involved client and campaign management, HTML email development and line manager to younger team members and freelancers.

Facilitating the launch of a new bespoke credit checking service, including controlling of pricing, web design, marketing and sales.

Events steward at principally Headingley stadium, however at other stadiums around the country including Burnley FC and Huddersfield FC.