Responsible for ensuring return on investment from the CRM systems, enabling colleagues in Cambridge International Education to maximise business outcomes, to use customer data effectively, and to deliver growth in customer acquisition and retention.

I was part of the core team responsible for developments to the CRM system, contributing to the development and implementation of Sales and Marketing processes for the Education division and managing all training. I also contribute to our organisational targets to reduce our carbon footprint by facilitating Carbon Literacy training sessions for colleagues.

I delivered strategic technology projects as part of the Projects Office. I was responsible for delivering the business change to support a single access point for digital resources and products, and setting up the finance and CRM systems for a new business unit, also facilitating relevant processes and training. I am also actively involved with the Environmental Action Group.

I led initiatives and projects to solve problems and improve communication in the Education division, and with stakeholders across the Press. I raised the profile of continuous improvement, improved access to a central reporting tool, represented the interests of Education and managed change at a variety of levels. I also worked on a business-wide project to improve the process of shipping publicity materials to ensure compliance and reduce waste.

Responsible for driving engagement and enrichment in my accounts, working within a larger ecosystem to increase the contract lifetime value and partnering with senior clients across industries and functions to support their business objectives, ensuring they received maximum value from our solutions.

Responsible for liaising with key stakeholders at all levels and leading the customer liaison, service improvement and internal communication functions on a large public sector contract. I planned, led and reviewed projects to improve service delivery, playing a crucial role in driving our customer engagement strategy and delivery. I managed a team, ran training programmes, championed community investment activities and participated in bids for new work.

I developed and led the performance information function of a housing repairs and maintenance contract, monitoring contractual KPIs, producing performance reports and proposals, and championing effective communication. I project managed the mobilisation of a Voice of the Customer and frontline engagement solution, including all training and communications, I produced an internal newsletter to communicate successes and contract updates and helped produce a communications plan for a cultural change programme.

Working across a range of business functions including Security, Facilities Management, Procurement and Client Services, I succeeded in launching a number of initiatives such as a customer platform for management information, and refined processes for contract renewal and price review. I led projects to rationalise areas of the supply chain, to roll out a new piece of internal equipment, including logistics, communications programme and training. I led the front of house mobilisation for a shopping centre. I line-managed remote teams overseeing QHSE standards, welfare and performance, and worked with them to drive operational efficiencies and compliance. I was also involved in a wellbeing project to analyse the effect of hand hygiene products on sickness.

In addition to my main duties which were processing conveyancing searches, resolving customer queries, liaising with suppliers and updating processes and procedures, I also developed processes for raising leads on the CRM system, wrote marketing material and coordinated with the main Anglian Water business to improve website information, produced customer help sheets and took a leading role in improving communication between the Customer Services and Sales & Marketing teams, resulting in joint initiatives to improve the customer experience.

Throughout the academic year I worked in a team to research and present ideas for positive change in the Faculty of Arts. We consulted with staff and students and ran discussion groups, resulting in the implementation of a student-led seminar into timetables.