Fiona Osborne Email & Phone Number

London

London, United Kingdom

- Agile delivery of a mobile and web Uber product integration, offering customers a seamless door to door travel experience in partnership with Uber. - Expert interpersonal skills needed to collaborate with internal and external stakeholders and cross functional teams- Delivered the on time decommission of the cloud based IBM CRM platform when the franchise ended. - Complex data transfers of sensitive (GDPR compliant) customer data, the secure deletion of data and retention of customer data to meet regulatory requirements

London, United Kingdom

- Project managed the complete SDLC of a large cloud based CRM platform migration. The £1 million platform migration from Trainline was a Merkle managed service using IBM Campaign and Watson capabilities- Managed multiple workstreams including, data migrations, re-build of loyalty programmes, implementation of CRM campaigns and the design of the GDPR policy - Responsible for SOWs, RAID logs, budgets and status reports

London, United Kingdom

- Veon Group Global - Provided digital campaign management support for their mobile app. Campaign process definition and design of over 40 mobile app campaign use cases for their 11 Eurasian markets - MTN Telecoms South Africa - Developed proactive and reactive retention customer journey maps for key customer segments in Abode Illustrator

London

Full project life cycle responsibility, budget & progress reports in a Kanban environment for:- CACI: re-design and build of the (current) company website, www.caci.co.uk, reporting to the CEO. - RSPB: universal email marketing template design and build, using Exact Target (now Salesforce). The project was delivered on budget and the design phase signed off ahead of schedule. - Camelot: Customer Revenue Optimisation (CRO) project using Maxymiser. Achieved an ROI of £500k. - L&G: A multi-wave lead management Google Sponsored Promotion (GSP). A complex project that pushed the boundaries of both the GSP capability and the highly regulated Lifetime Mortgages business.- Camelot - A six month Epiphany-Infor email marketing Test and Learn Programme for Camelot to prove that best in class email creative and better targeting could generate higher revenue

Pega Decisioning implementations for Vodafone in The Netherlands and Ireland that delivered next best action and customer retention solutions

Responsible for the start up and Programme Management of CRM, churn prevention and analytics marketing activity within O2 Ireland (now Telefonica). Business Lead for O2’s Ireland’s Inbound Marketing CRM programme which delivered multi-channel inbound marketing capability to the retail intranet and the call centre, generating 3 million euro. per annum