Leading the entire marketing function for this exciting, fast-growth business. Utilising a broad range of marketing techniques including branding, customer journey mapping, persona and proposition development, content strategies, logo development, asset creation, thought leadership, video creation, DAM management, product marketing, channel marketing, event management, website development, public relations, social media marketing and so on. All aimed at growing awareness of the brand and company, what it offers across various vertical sectors, profit growth and client retention.

• Manager of the Core Marketing Distribution Team, responsible for the strategic development and implementation of the acquisition programme, with a budget of £30m per annum• Successfully curated and delivered yearly marketing plans, media plans, prospect pools, test and learn strategies, managed trading performance and, drove a culture of innovation; building positive relationships across all teams, resulting in the best trading results for 5 years, whilst mitigating competitor activity• Proactively looked outside the normal plans and processes to identify future activities and business relationships that put SunLife in the right place, at the right time with potential customers• Focused on behavioral economics to enhance the downstream value chain; improving acquisition strategies, maximising financial returns and reducing costs – all by improving customer outcomes• Engaged a strategic marketing agency to define and deliver a critical transformation project that explored the current business, consumers, the brand and future opportunities for SunLife. This activity included marketing immersion, macro trends, social listening, parallel categories, competitor reviews, expert panel discussions, consumer research, customer journey mapping, audience sizing, persona development and scenario planning – all to instruct the SLT on viable routes forward for the business, its products and marketing strategies

Working in the Customer Experience Team, it was my responsibility to bring the customer's voice to life and implement a step change to npowers' customer centricity, which balanced the commercial needs of the business with those of the customer - significantly reducing costs to serve while improving CSAT scores. As a customer advocate, I influenced npowers customer experience programme and delivered change initiatives that had positive benefits across the business. My analytical skills and ability to identify customers’ critical priorities in their relationship with npower ensured I re-built communications that supported customers when they interacted with npower. • Identified customers’ critical priorities and brought the customer's voice to life, implementing a step change to customer centricity and customer communications• Every piece of communication – and the journey it sat within - was deconstructed and re-created; to improve the interactions and therefore the relationship customers have with npower. This supported the commercial needs of the business to improve CSAT scores and reduce costs-to-serve significantly

• Launching a challenger brand within the video conferencing industry, focusing on customer experience as a means of differentiation• The inception, creation and launch phases of meetonvc were very dynamic and fast-paced and, required significant strategic focus to keep on point in a changing environment. Both the business and initial products received great feedback. Initial investment goals and growth projections were achieved• Every day was different (in a good way), the team was incredibly talented and, both the business and the products received great feedback.

Worked in the Best Practice Team, reporting into the E2E Customer Transformation Programme;• Led a forensic review of all communications across core customer journeys• Gained buy-in and momentum around customer-centric initiatives by influencing others and demonstrating how changes would help move towards the visions and values of the company • Developed and delivered marketing and business change initiatives based on insights gathered that recognised the restraints of the business and its regulatory requirements

• Managed a dynamic change communications team through one of the largest banking integration projects ever seen in the UK financial services industry - the migration of all commercial Bank of Scotland customers to Lloyds TSB systems, products and services – and being awarded a Lloyds Banking Group certificate in recognition of ‘Outstanding Contribution’• Developed a strategic communications programme that met the needs of the business at a critical and frenetic time but, also maintained the brand proposition and satisfied legal requirements • Delivered a high volume of cross-channel, integrated, change communications, using ‘new’ ways of communication - such as mini websites, which were cost effective, quick to implement and measurable • Established the rationale for the SME BTL 121 customer communications plan, delivering compelling messages to commercial customers, which were aligned to the key strategic objectives and vision

A Dubai based project, to evaluate the feasibility of a Meteorite office in the Middle East region; • Dealt with all areas of the company’s regional set-up and developed the local business plan• Researched the competitor landscape and understood the market possibilities in the region• Scoped local partner viability and investigated business opportunities from within their portfolios

• Responsible for global product performance and revenue streams for Regus Virtual Offices; a product portfolio worth more than £60m a year • Produced the first global brand book for Regus, which required the development of brand and product strategies, mapping customer experiences and defining value propositions• Managed the Global Membership Programme, including redesigning all marketing materials and streamlining the registration and fulfilment processes for its four million members• Increased UK client referrals by 48%, by redeveloping the Regus Reward Programme • Led a change management programme - through product repositioning - that led to record results: 70% increase in web visit to enquiry ratios, a 20% increase in deals, with a conversion rate of 50% and a record client retention ratio of 85%• Launched the Disaster Recovery product range across the globe, by developing all marketing materials and product fulfilment, including the launch of Regus' first fully transactional website• Delivered annual channel marketing plans, campaigns and activities for 98 business centres, to drive client acquisition, meet ROI criteria and track performance against KPIs • Winning the Direct Response Business-to-Business Data Intelligence Award, with a strategic DM campaign based around immersion insights and prospect identification models (ROI of 12:1)

• Account Manager promoted to Senior Account Manager, for an international direct marketing agency specialising in integrated, B2B marketing communications for major blue-chip corporations

• Originally a student at the University, once graduated, I was immediately employed to work with their core business partner, where I provided board level recommendations and a three-year marketing plan.