Developing and leading the growth strategy for zoo audiences. Overseeing retention performance and establishing KPIs. Formulating strategies to achieve annual incremental sales, reducing customer churn, and maximising LTVs. Providing input into the CRM operating budget and overseeing the efficient use of marketing spend. Acting as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.

Reimagining member journeys from point of purchase through the customer life cycle. Managing / coaching a team of marketing managers and customer service specialists to ensure customer satisfaction and loyalty.

Responsible for overseeing the development and delivery of a fully integrated marketing strategy for National Art Pass. Content commissioning and marketing automation.

Coordinating member benefits and up sell campaigns as well as acquisition programmes including a successful partnership with Eurostar.

Key contributor to securing property viewing trips to Italy. Efficiently servicing over six hundred applicants recording all correspondence on RPS the property/applicant database.