Terry Walsh Email and Phone Number

Enverus is the most trusted, energy-dedicated SaaS platform, offering real-time access to analytics, insights and benchmark cost and revenue data sourced from our partnerships to 98% of U.S. energy producers, and more than 35,000 suppliers. Our platform, with intelligent connections, drives more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and our experienced industry experts support our customers through thought leadership, consulting and technology innovations. We provide intelligence across the energy ecosystem: renewables, oil and gas, financial institutions, and power and utilities, with more than 6,000 customers in 50 countries. Learn more at Enverus.com.

Symend is a leading SaaS company that turns difficult conversations and everyday moments into positive experiences across the entire customer journey.- Ownership of Martech vision, strategy, and roadmap development.- Designed, implemented and managed B2B marketing technology stack, operational processes and enablement support.- Developed lead lifecycle management processes incorporating inbound lead capture and scoring, marketing qualification and sales handover.- Led selection, acquisition and deployments of Marketing Automation Platform (Salesforce Pardot/Marketing Cloud Account Engagement), Account Based Marketing Platform (Demandbase), Business Intelligence (Salesforce CRM Analytics), Sales Emails & Alerts (Salesforce Engage), Multichannel/Multitouch Campaign Attribution, Social Media Management & Amplification (Sprout Social), Paid Advertising and Video Marketing (Vidyard).- Designed and managed marketing analytics suite measuring the effectiveness of marketing channels, campaigns, and overall performance of the marketing program.- Accountability for Marketing data strategy, cross-platform integration and data protection compliance & hygiene.

Ownership of day-to-day operations, business vision and development roadmap for lead management including Martech capabilities for Client Acquisition.- Defined three-year vision, business requirements and delivery plan for Client Acquisition platform development, including enhanced API ingestion of leads from call centre, digital (public and secure web/app) and third-party referral sources, lead scoring, marketing automation capabilities (lead scoring, nurturing, MQL criteria, lead routing) plus advisor assignment.- Optimised operational KPI delivery, exceeding targets including a step-change reduction in lead assignment speed and growth in SAS automation penetration, driving process efficiency. - Supported modernisation and acceleration of Sun Life's inbound marketing campaign execution through delivery of new dynamic landing page template (Adobe Campaign), ongoing definition, testing and delivery of campaign URLs, marketing tags etc.- Successfully planned and replatformed multichannel Leads Operation from Salesforce Classic to Lightning, including enhancements to upstream platforms and services (Siebel CRM, Pega Robotics), process redesign to manage lead assignment through migration, onshoring of cloud data and supporting privacy, compliance and regulatory process change.- Managed Operations team of seven administering lead intake and assignment from 95 lead sources to thousands of local Sun Life advisors across Canada. - Led service operations and first-line support for Sun Life's Head Office Leads Program, daily engagement with Channels, Marketing and Analytics teams.- Accountable for review and adherence to internal and regulatory compliance controls across all aspects of leads operations, including data privacy assessments, CASL, marketing permissions and DNC management.

Drive growth through definition and delivery of multichannel lead generation strategy for a robotics start-up. - Definition of B2B Demand Generation strategy and campaign plan, supporting robotics hardware and SaaS cloud service platform.- Development and delivery of Enterprise ABM strategy, comprising definition of target segments, ICPs, brands and contacts.- Development of SEO-optimised marketing campaign assets and sales enablement tools, including web pages, social media, eBooks, webinars, videos, sales brochures and social media.- Design and execution of trade press and paid social media campaigns. - Design and development of lead capture, nurture, marketing qualification and sales handover processes with automated lead scoring and prospect grading. - Build out and integration of digital marketing technology stack, comprising Salesforce CRM, Pardot, WordPress, Zapier, Slack, Hootsuite & Google Analytics.

Design and development of customer and partner-facing support documentation and assets.- Designed and wrote all copy for Avidbots hardware and software product manuals, technical support documentation and planned maintenance guides. - Managed localization of documentation and web support portal into five languages.- Designed and built corporate website and support portals.- Creation of internal training guides, videos, slide decks and other supporting assets.

Acts as the Customer Experience design lead within Vodafone Group, developing a compelling and inspiring overall branded customer experience design blueprint for use across the globe. Provides thought leadership around the approach to Customer Experience innovation and drives the “outside-in” design philosophy across all operations at Vodafone. The role ensures there is a standard definition of the Vodafone branded experience providing a common roadmap across all functions on the key elements to deliver real differentiation. - Accountable for translating the Customer Experience vision into meaningful action and results across the Vodafone footprint, including all global markets and all consumer, business and partner segments. - Provides expertise on in- and cross-channel experience within Vodafone, leveraging customer and category to be the expert on the key drivers of loyalty and build them into a valued experience for customers.- Acts as a knowledge centre for expertise, best practices and methodologies relating to customer experience across the Group, providing challenge, support and strategic direction for local markets. - Defines the target state for all customer journeys, starting with the brand purpose and customer promises and establishing a solid experience framework for delivery of a differentiated experience.- Leads major new customer experience initiatives and identification of moments of truth, co-designing new experiences with Local Markets to drive customer loyalty throughout the lifecycle.

Responsible for the definition and delivery of RSA’s Customer Experience and Service Channel strategy, directing development workstreams across multiple channels and trading brands to enhance NPS, drive top line commercial growth and reduce cost to serve.• Business Lead for the Customer and Channel Programme – a three year plan to upgrade all Sales and Servicing journeys and deliver a differentiated, engaging experience for customers through the end to end journey via a three stage approach. Fix Delivery, Differentiate and Delight. • Work collaboratively with divisional and functional leaders to develop the RSA Branded Customer Experience strategy, Design Principles, Journey Maps and Proof Points for each of the business' direct and affinity trading brands - identifying customer breakpoints and barriers to delivery of a first-class end to end customer experience.• Research and develop new service channel opportunities (e.g. Social Media, Customer Forums, Social FAQs/Knowledge Base, Automated IVR), building robust strategies to exploit and operational plans to deliver enhanced low-cost/no-cost service delivery.• Lead development and delivery of best practice customer innovation (insight, idea generation and impact delivery) methodologies, across Product Development and Customer Experience – to be delivered and embedded across the organisation in the form of the RSA Innovation Playbook.• Manage team of five Customer Experience Managers and matrix manage a wide variety of SME resources (Lean Six Sigma, IS, Marketing, Finance, Operations, HR, Compliance, Category P&Ls) to ensure robust development of solutions, improvements and go to market plans.

Led transformation approach for RBS Group Strategy & Architecture, specialising in Customer Experience and VOC Insight Methodologies.Achievements• Review and redesign of core Customer Experience Insight Methodology, deployed across Products and Services in the RBS and NatWest Retail Division.• Development and refinement of RBS Retail Lean Programme's Voice of the Customer Insight Methodology, adopted in transformation programmes throughout 2011-2012 and beyond.• Delivery of end to end Savings Customer Experience Insight programme, driving new three year strategy to improve sales and service experience whilst optimising cost to serve.• Ongoing research, development and deployment of relevant insight IP, including qualitative & quantitative Moment of Truth benchmarking, NPS/CSAT/Customer Effort research synthesis, customer journey mapping, text sentiment analytics and more.

Full P&L responsibility for all service categories in PC World, Currys and Currys.digital, comprising Added Value Services, Financial Services, Customer Support Agreements and Delivery & Installation. Control of day to day trading, new product and service development, third party strategic partnerships and promotional strategy for categories totalling £350m sales per annum.• Line management of six category managers, with total product team comprising 11 colleagues.• Led the relaunch of the Added Value Services, Delivery and Installation and Customer Support Agreement categories in PC World and Currys, incorporating refreshed product propositions, new product merchandising and pricing strategy, driving sales growth of +35% year on year.• Instigated new product development process across the team ensuring consistent design, development and delivery of new customer services from customer insight, idea generation and business case development through to in-­‐store execution.

Responsible for securing and leading customer experience innovation programs for global enterprises. Projects included retail format, customer experience development, merchandising and category activation, sales process design, and store team training - with the aim of improving customer satisfaction and employee engagement to drive sales and profit.• John Lewis (Food Hall and Nursery Concept Development)• Waitrose (Little Waitrose Convenience Format)• Shell (Global Customer Service Proposition and Format)• Citibank (Online/Mobile Banking Concepts and Branch Format)• Tesco Bank (New Online Banking Experience)• SK Telecom (US Retail RFID Strategy)• Barclays Bank (Current Account Proposition Development)• B&Q (Financial Services Proposition and Product Development)• AstraZeneca (Patient/Professional Marketing Strategy)• BUPA (Call-Centre Service Innovation)• O2 (Sales and Service Strategy)• Unilever (US & European Brand Activation)

Managed the design and delivery of a new retail format for the 1400 store chain. The role involved the development of a new retail proposition and design from initial brief, commissioning customer insight work, developing new customer journey principles, managing creative agencies with a £1.2 million development budget and working cross-­‐functionally with internal teams and external partners to develop and deliver the customer offer strategy.Achievements• Led full Brand ID redesign, with new pharmacy environment, fixture design, merchandising and POS refresh. • New service processes developed for sales and prescription dispensing.• Secured the roll-­‐out of the format to 1400 locations

Responsible for proposition development, store design and in branch experience for the bank’s new retail formats and network strategy. The aim was to deliver a warmer feel to banking, to encourage footfall and product acquisition.Achievements• Managed the development and roll out of the award-­‐winning joint Abbey/Costa Coffee branch design to 21 locations in the UK, leading teams from across the organisation as well as managing design and below the line agencies.• Management of all in-­branch design including development and ownership of brand manuals, interior design and graphics application.

Led the development of all new store format activity within WHSmith, from identification of potential new formats, strategic positioning, proposition development, product offer (including macro/micro space allocations) business case development, operational design and trial and execution.Achievements• Developed the chain’s Edge of Town, Central London, Motorway Service Area and Factory Outlet formats, with a full roll-­‐out across the UK.

Analyst within the Marketing team at WHSmith Head Office in Swindon.Responsible for analysis and reporting of all format development trials, segmentation initiatives and range profiling.

Graduate Customer Service Management placements in Newport, Gwent and Gloucester.