Emma Bateman Email & Phone Number

Yeovil, Somerset, Gb

Putting the customer at the heart of our business, and harnessing data and insight to drive performance and to make a difference!Delivery of organisational programme of customer data and insights to inform performance evaluation and decision-making.Scoping and delivery of ad-hoc customer data and insights to support growth initiatives and trials, using a range of quant and qual methodologies.Development and delivery of critical customer insights (e.g Usage and Attitudes, Brand Health Tracking) to inform commercial decision making and proposition development.Delivery of location insights to support continued store opening programme and the development of Sprint (sub 60-minute delivery proposition)Development of self-service data dashboards utilising Power BI to improve customer-led decisions across the organisation.Development and implementation of customer segmentation to drive customer activation and personalisation.

Repton, England, Gb

Providing a world-class education to 1000 pupils aged 3-18 in Derbyshire, and to over 3000 pupils in our International Schools. Accountable for all operational, financial and commercial activity across Repton and Repton Prep, including leadership of over 400 employees.Accountable for strategic development of the Repton group, identifying and merging new UK schools, developing strategic partnerships. Governor of St Wystans School (part of the Repton Family). Board member Repton International Schools and Repton Enterprises.

Falmouth, Cornwall, Gb

Delivered double-digit sales growth and improved customer experience in all channels to market (online, retail, customer services, wholesale) across the UK and Internationally.Created and implemented an omnichannel customer strategy including improved service/journey across channels, and the introduction of in-store technology to deliver assisted selling.Led major replatforming programme to deliver improved CX focused online proposition and to drive growth in UK and internationally.Designed UK and International omnichannel strategy to drive growth.

Gloucester, Gloucestershire, Gb

Fully accountable for all aspects of performance and operations at the UK's leading shelving and racking supplier.Defined and developed brand identity, customer personas, segments and journeys - improving marketing and service effectiveness and ROI.Fully developed Key Accounts/Business Services proposition to complement existing channels.Redesigned website and online customer experience, increasing conversion and AOV.Completed key compliance work including PCI-DSS and GDPR and established appropriate internal audit and controls.Integrated business into the governance and operational procedures of the global holding company.

Street, Somerset, Gb

Accountable for plan, build and run of all consumer, customer and brand platforms including eCommerce, retail POS, contact centre systems, B2B platforms, CRM and customer systems, brand asset management platforms and customer/consumer tech.Harnessed technology to drive Clarks global digital and multichannel ambitions.Led a team of over 100, across UK and USA locations and including offshore eComm development teams in India.Successfully led multi-million global replatforming programme (Hybris).

Street, Somerset, Gb

Led strategic thinking and change across all channels to market (retail, franchise, online, wholesale). Created new operating models and Implemented new solutions to drive improvements in customer experience and commercial performance. Achievements included :-Digital proof of concept store launched in six weeksiPad kids fitting gauge UK wide implementation into 600+ retail locationsWifi and tablet assisted sales implementation into 600 UK stores and 12,000 employeesReshaped distribution, segmenting customer/product and multichannel customer experiencesRetail sales transformation programme - redesigned customer journey, successfully implemented and change-managed into UK retail.Aligned all of channels and functions around a shared view of transformation and change, focused on the customer.Delivered effective governance and decision-making for all initiatives and change programmes.Removed significant cost from operating models, drove significant YoY growth, improved customer retention and loyalty.

Street, Somerset, Gb

The ultimate retailing enabler, supporting our store and field teams to look effortlessly fabulous! Provided full operational support to our 500+ UK and ROI stores (retail and franchise) and their field teams, allowing them to focus on the consumer experience, service and delivering sales in excess of £500m. Accountable for :-Trading Operations including payroll and labour management (£60m) reporting, seasonal launches, in-season trading activity, continuous improvement and process efficiency, commercial partnerships.Store Support Services including all communication, consumer feedback programme, store feedback programme, store supplies and services, ORAC, third party relationships.Performance Improvement service to stores/field teams, driving effective service improvement, service design and change management.Retailing Projects and Development including service transformation, new iPad footgauge, consumer experience of the future (in store assisted selling) and digital strategy. Created the retail experience of the future by leading the identification, testing, development and implementation of strategic projects and programmes.

Street, Somerset, Gb

Designed and implemented end to end Group Resourcing Strategy for Clarks globally (UK/Europe/Asia/USA). Achievements included :-Successfully implemented online recruitment platform and careers websites globallyDesigned and delivered candidate experience and feedback programmeImplemented recruitment toolkit(s) for HR and line managersDesigned and implemented social media resourcing strategyHalved corporate recruitment spend and time to hire within six monthsDirect management of Executive/Senior Leadership hiring, including significant functional re-structures.

Yeovil, Somerset, Gb

Secondment as part of the High Potential Talent Scheme, accountable for trading and managing Screwfix.com to exceed all commercial targets and to deliver an exceptional customer experience. Significantly improved conversion and other KPIs.Designed and delivered new online propositions including bathrooms and kitchens, driving both category growth and brand profile.Led end-to-end replatforming project from legacy systems onto ATG, including complete UX/CX focussed site re-build.

Yeovil, Somerset, Gb

Responsible for all corporate talent strategy - including recruitment, retention, talent management, development and succession. Created and led a team of 6 recruiters to successfully deliver 1000+ hires p/a across all HQ functions and retail, supporting significant business expansion.Implemented e-Recruitment technology, increased direct sourcing to 95%, significantly reduced cost and time per hire, increased quailty of hire.Managed recruitment work stream for all Trade Counters, creating an omni-channel business model in a high-growth period of 45+ trade counters per year.

Gb

Provided executive search services to a number of Investment Banking clients, in Fixed Income and Equity Derivatives sales and trading. Managed senior level assignments across UK, Europe, Asia and USA.

London, England, Gb

Derivatives trader to Institutional Clients across Europe. Structured trades across Equity and Fixed Income derivatives, in Europe and the United States. Completed the Mako graduate scheme as a market-maker.

Lecturer in American History and Culture (part time whilst studying for PhD). Resident pastoral tutor to students at Shackleton Hall.

Leadership In The Digital Age

Driving Digital Transformation

Phd, American Foreign Policy

Mphil, History And Communications

Ba (1St), History And English

A-Levels, History, English, Latin