David Chapman

David Chapman Email and Phone Number

Senior Level Propositions, Strategy & Insights Manager @ Tesco Mobile
london, england, united kingdom
David Chapman's Location
Slough, England, United Kingdom, United Kingdom
David Chapman's Contact Details

David Chapman personal email

n/a
About David Chapman

Future-oriented and commercially-focused B2C and B2B marketing leader, with experience in multiple service industries - passionate about being the strategic 'conscience of the customer'​, but someone who loves getting stuck into the detail of making the whole customer experience the best it possibly can be.I'm fascinated in finding out why things are as they are and what makes people and businesses really 'tick'​, to help the teams I work with envision the future and then go on to deliver it. A mixture of hands-on and consultative marketing / research roles comprise the majority of my career, but am also at home with commercial and analytical work.I have considerable not-for-profit experience, including financial strategy and fundraising support for charities and am heavily involved in junior sport.I'm a team leader, a multi-linguist, and am currently located in the Home Counties.KEY STRENGTHS:> Representing the uncompromising voice of the customer> Uncovering authentic consumer insight and making its application reality> Distilling and extracting meaning and recommendations from complex data sources> Crafting profitable new ideas to bring to market> Taking insights and evolving better customer experiences from them> Agency and budget managementAREAS OF EXPERTISE:> Market research project management (B2C and B2B)> Consumer and business insight> e-Commerce / m-Commerce> Online banking> Customer experience> Website usability> Emerging payments> Home appliances and entertainment> Mobile devices> Retail / shopping behaviour> Propositions development> B2B client engagement> Bringing the future to life> Marketing strategy development> NFP fundraisingVERTICAL SECTOR KNOWLEDGE / EXPERIENCE:> Consumer Electronics> Financial Services> Mobile Telecoms> Digital> Retail> Utilities> Charity / Third Sector

David Chapman's Current Company Details
Tesco Mobile

Tesco Mobile

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Senior Level Propositions, Strategy & Insights Manager
london, england, united kingdom
Website:
tescomobile.com
Employees:
1281
David Chapman Work Experience Details
  • Tesco Mobile
    Product Owner
    Tesco Mobile Nov 2023 - Present
    Slough, England, United Kingdom
    Product Owner within an Agile methodology squad, responsible for mapping, updating and augmenting all in-life customer comms.* Welcome journey* Optimising existing in-life comms campaigns* Holistic comms planning and management (multi-channel).
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  • Tesco Mobile
    Propositions Manager
    Tesco Mobile Sep 2019 - Nov 2023
    Slough, United Kingdom
    Developing and leading the build of proposition concepts and taking them to market for the Pay Monthly team at Tesco Mobile. Also heavily involved in strategic and tactical planning for the business.* Leading consumer & customer understanding and insight work behind new proposition ideas.* Maintaining a rolling proposition roadmap* Working with finance, marketing and channels to ensure commercial viability and brilliant customer experience.* Agile transformation experience.
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  • Tesco Mobile
    Customer Insights Lead
    Tesco Mobile Jan 2019 - Aug 2019
    Slough, United Kingdom
    Responsibility for running all of Tesco Mobile's insight and customer understanding programmes and setting up new and ad hoc research and insight initiatives. Projects managed include:* Brand positioning research* Brand communications platform research* Tracking studies* New proposition development research* Initiating new programmes of customer insight to provide more timely and more actionable information to make decisions by.
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  • Samsung Electronics
    European Category Insights Lead
    Samsung Electronics Sep 2017 - Dec 2018
    Chertsey
    Pivotal category role within the TV and Home Appliance categories, driving change within the European business units responsible for selling TV/AV and kitchen appliances. Line manager.Key achievements:-> Developed and activated a Europe-wide usage and attitude study to enable business units to understand customer views and motivations towards using and replacing TVs and kitchen appliances.-> Ran a multi-country study looking at built-in kitchen appliances to understand how they are assessed and recommended by third party channels - has led to major changes in how Samsung targets and provides service to the recommender channel in Germany and Italy.-> Devised and implemented a multi-stage research programme to understand in depth how UK and German consumers consider purchasing a television. Has led to wholesale changes in how Samsung communicates through different channels and how its website is laid out.-> Programme-managed a pilot research study to understand in depth how shoppers navigate in depth the home appliances category in Poland and make decisions based on their retail experience. Has resulted in Samsung being able to negotiate with large retailers using the insight to be able to grow the whole category and improve Samsung's position within that.
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  • Hutchison 3G (Three Mobile)
    Customer Strategy Manager
    Hutchison 3G (Three Mobile) Feb 2014 - Jun 2017
    Maidenhead, Berkshire
    Developing, implementing and measuring customer strategy initiatives within service experience:* Part of the team that took NPS from -16 to +20 during my time there (was best in market of the networks) and went from most to least complained about network.* Co-created a NPS model to show how different parts of the customer experience relate and build up to overall company NPS --> widely used in the business to fix key issues and generate more promoters.* Fixing customer 'dead ends'​ - broken processes that frustrate good customer experience.* Adapting and launching major customer policies that were simultaneously customer-centric and commercially sound.* Creating robust measurement plans to ensure team and policy performance is on track - setting up recovery plans as needed.* Using research and customer analysis to define customer strategic priorities for the mid- to long-term.* Updating Senior Management on quarterly customer NPS research findings and advising them how to modify tactics and strategy to capitalise on the findings.* Defining, re-writing and implementing policy changes and measuring the internal and external impact of these changes.* Created and delivered consumer insights facilitation training workshops to bring colleagues up to common level of understanding.
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  • Telefónica O2
    Customer Champion - O2 Money
    Telefónica O2 Apr 2011 - Oct 2013
    Slough, United Kingdom
    Customer experience champion - ensuring the right decisions are made from a customer standpoint, not just the easiest option internally.Developed research programmes and creative ways of starting conversations with customers to extract real insight from them, allowing O2 to measure effectively the launch of the O2 Wallet in April 2012 (the first of its kind in the UK).Proposition development consultancy within the Mobile Wallet and mobile device insurance areas - taking insights and turning them into viable customer products and services.Responsible for 'Treating Customers Fairly'​ (TCF) compliance reporting within Telefónica O2 and back to the FCA, including creating and running internal coaching and generating a 'culture'​ of treating customers fairly within the business.Planned, ran and analysed marketing campaigns for the mPOS (Mobile Point Of Sale) service within O2 Money, exceeding lead generation target by 40%.
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  • Telefonica O2
    Propositions Manager - Corporate Marketing
    Telefonica O2 Feb 2009 - Apr 2011
    Slough, United Kingdom
    Responsible for creating and rolling out new business propositions to O2's corporate customers.Brought to market an all-new online e-service tool for all of O2's business mobile customers, leading to substantial ongoing cost savings within business Customer Services (estimated at £5m+ over five years).Brought to trial a flat-rated tariff proposition for corporate customers, addressing uncovered insight around predictable payment schedules.
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  • O2
    Customer & Market Insights Manager
    O2 Sep 2005 - Jan 2009
    Slough, United Kingdom
    Managed research programmes for various parts of O2's UK business - Products, Corporate, SME, Retail/Sales, Consumer. Ad hoc and ongoing, qualitative and quantitative research experience gained covering a wide range of methodologies.Developed and ran a wide-ranging programme of research to understand the entire consideration and purchase journey for mobile customers - led to considerable changes to various touch-points and a complete re-alignment of how O2's channels worked together.Pivotal role in developing new segmentation model for SME.Track record of delivering fresh new insight and business recommendations to develop propositions around.Direct agency management with track record of getting strong value for money from all of O2's suppliers and creative ways of doing more for less.Pioneered an 'insights facilitation'​ programme within O2, coaching marketing and sales teams to derive new insights for themselves.
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  • Cahoot Online Bank (Banco Santander)
    Market Research & Data Analytics Manager
    Cahoot Online Bank (Banco Santander) Jan 2000 - Aug 2005
    High Wycombe & Milton Keynes
    I set up from scratch and ran the entire customer understanding capability for cahoot, from 6 months before launch to 350k active customers within 5 years.Market research, customer data analysis, marketing effectiveness analysis, competitor intelligence, market dynamics, strategic planning.Team leader of two analysts.
  • Ibm
    Marketing Executive / Market Intelligence Analyst
    Ibm Jun 1994 - Dec 1999
    Basingstoke, Bedfont & Sunbury
    Marketing management, competitor profiling & evaluation, sales database management, event co-ordination, customer segmentation, market trends analysis, market research - part of a pan-EMEA team responsible for monitoring and reporting on global market and competitor trends.
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  • Natwest Bank
    Branch Banking Executive (Various Roles)
    Natwest Bank Aug 1988 - Sep 1992
    Central London / High Wycombe
    Various roles within a West End branch, and more latterly vacational employment at a regional processing office.Responsibilities included: Debits/credits processing; junior lending officer; cashier; standing orders officer.

David Chapman Skills

Segmentation Mobile Devices Market Research Customer Experience Customer Insight Management Marketing Strategy Marketing Market Analysis B2b Business Strategy Product Management Business Intelligence Strategy Stakeholder Management Proposition Development Business Insights Mobile Communications Lead Generation Mobile Commerce Usability Financial Analysis Telecommunications Research Quantitative Research Consumer Behavior Team Leadership Business Continuity Disaster Recovery Financial Services Competitive Analysis Competitive Intelligence Cross Functional Team Leadership Qualitative Research M Commerce Mobile Banking Mystery Shopping Marketing Management

David Chapman Education Details

Frequently Asked Questions about David Chapman

What company does David Chapman work for?

David Chapman works for Tesco Mobile

What is David Chapman's role at the current company?

David Chapman's current role is Senior Level Propositions, Strategy & Insights Manager.

What is David Chapman's email address?

David Chapman's email address is david.chapman@o2.com

What schools did David Chapman attend?

David Chapman attended Leeds Metropolitan University (Now Leeds Beckett), Hochschule Bremen, Germany, Royal Grammar School, High Wycombe.

What are some of David Chapman's interests?

David Chapman has interest in Children, Economic Empowerment, Civil Rights And Social Action, Environment, Education, Science And Technology, Human Rights, Animal Welfare, Arts And Culture.

What skills is David Chapman known for?

David Chapman has skills like Segmentation, Mobile Devices, Market Research, Customer Experience, Customer Insight, Management, Marketing Strategy, Marketing, Market Analysis, B2b, Business Strategy, Product Management.

Who are David Chapman's colleagues?

David Chapman's colleagues are Rizwan Ali, Justin Firth, Robert Waddell, Maxi Frutos, Desiree Herrera, Adam Humphris, Richard Allum.

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