Kiera Mcnulty Email & Phone Number

London, Gb

London, Gb

Key Achievements:- Leading on the launch of the new Harrods app, ensuring Rewards and MyBeauty were a key consideration throughout. - Enabled online points redemption, helping to align our online and in-store loyalty proposition. Responsibilities Include:- Programme Development and Implementation: Identifying new functionality to help support the continued evolution of the Rewards and MyBeauty programmes. This includes optimisation of benefits such as making personal 10% days available online, a free delivery benefit test & learn, introduction ofNFC Rewards card and identifying functionality within the new Harrods app to drive retention and customer lifetime value.- Colleague Engagement: Responsible for implementing colleague engagement initiatives across Harrods and our 5 H beauty stores. Ensuring all customer facing teams, including Retail and Customer Service are trained on the programmes, their benefits and any ad-hoc promotions to help drive programme acquisition and retention.- Promotional Delivery: Overseeing promotional campaigns for Rewards and MyBeauty, across all promotion types (points, discount, experiential) and channels, including bringing the Harrods May GWP behind the MyBeauty wall to drive customer engagement.- Team Management: Overseeing and developing a team of 2 Loyalty Executives and 1 Loyalty Assistant.- Budget Management and Business Casing: Managing the Loyalty Operations and Loyalty Benefits budgets. Ensuring accurate cost forecasting and management. Working with finance to business case CAPEX requests.

London, Gb

Key Achievements:- Played a key role in the launch of MyBeauty, a sub-programme of Harrods Rewards. This included programme ideation through to launch and ongoing programme management. Key elements of the launch that I managed included; creative asset briefing, colleague engagement, customer launch comms and acquisition promotions.- Supported with the planning and execution of the H beauty Carnival events which are exclusive to MyBeauty members and took place across our 5 locations.- Contributed to the delivery of the Harrods single view of the customer (SVC) project.Responsibilities Included:Promotional Strategy & Delivery: Owned and developed all Rewards and MyBeauty promotions. Working with various divisions such as Beauty, Fashion and Restaurants to launch promotions which helped to drive acquisition and retention KPIs.- Customer Communication & Lifecycle: Identified and implemented loyalty lifecycle campaigns including, Happy Birthday, Welcome Series, Push to Next Tier and Lapse Reactivation.- Team management: Line management of 1 Loyalty Assistant.

Parsippany, Nj, Us

Management of all aspects of partnerships which consist of airlines, frequent flyer programmes and the financial portfolio across EMEA and APAC (Virgin Red, Norwegian Rewards, Finnair Plus, VistaJet, Ten Group, American Express, Mastercard and Visa). Key responsibilities included:• Relationship management and providing day-to-day support for partners. • Creation, management and delivery of annual marketing strategy for my portfolio, working alongside key partners in order to deliver engaging and profitable campaigns. • Tracking and analysing the performance of key partner accounts and marketing activity, sharing insights and learnings with key internal and external stakeholders. • Development of new and existing partnerships to deliver revenue and profit. • Management of the setup of new partnership accounts through the stages of commercial negotiations, contracts and technical implementations. • Ongoing contract negotiation and management, working within legal, financial and commercial processes.• Management of customer touch points, including dedicated partner microsite and email content.

Parsippany, Nj, Us

Management of the day-to-day running of the Europe and International (Middle East, Africa and Asia) loyalty programmes. Key responsibilities included:• Generated new ideas and initiatives to help drive acquisition, retention and revenue within the programme. • Managed the marketing elements of the loyalty programme, including rewards, customer communication and the implementation of marketing campaigns and initiatives. • Developed and optimised the loyalty CRM strategy, including the introduction of automated journeys and lifecycle campaigns to provide a targeted and enhanced customer experience. • Tracked and analysed the performance of the loyalty programme, as well as the performance of marketing campaigns against target, sharing insights and learnings with key internal stakeholders to drive improvements for the customer/to the programme. • Contributed to the development of the future strategy and evolution of loyalty. • Coordination of local country marketing plans to ensure that loyalty targets were met and that they aligned with the central loyalty strategy, whilst also providing a consistent brand experience. • Worked closely and collaboratively with key internal stakeholders, including, IT, Operations, Customer Services, Partnerships and CRM to support the effective day-to-day running of the programme. • Worked with IT to identify and deliver new functionality to support the programme. • Completed both consumer and competitor research.

Parsippany, Nj, Us

• Supported with the roll out of the loyalty programme across 9 licensee markets.• Assisted with the launch of new products and the ongoing management of existing propositions. • Worked alongside creative agencies to produce marketing material. • Managed documentation and training as well as internal queries regarding the loyalty programme. • Created product sales performance reports using Excel.Following my placement year, I continued for a further 2 months in a CRM role. Responsibilities included managing the end-to-end process of email brief submissions across EMEA as well as the CRM campaign calendar.

Gb

Completed two weeks work experience within the Marketing Department at a book publisher. This involved contributing to the delivery of social media activity and completing general administrative tasks.

Helped the Events Management team to organise and run a three-day global conference for over 500 senior industry professionals in Prague. This involved dealing with delegates, ensuring excellent customer service was provided as well as assisting with the setting up and clearing of the conference.

Bachelor Of Arts (Ba), Marketing

Education record