Libby Softley-Harding Email & Phone Number

I am an extremely professional, creative, enthusiastic and customer focussed individual who has worked in retention, loyalty, engagement, partnerships and relationship management for many years. I am a highly experienced senior retention/loyalty manager who has developed and managed an engagement-based loyalty platform taking out 60% of cost and recreating a platform of partnerships to truly work for our members. I have innovated with the introduction of new partnerships to support retention propositions. I have exceptional relationship/client management skills and am passionate about the use of insights to form member segmentation. I use kind and humanised initiatives to drive engagement and LTV by creating propositions and strategies that ensure we keep member/customers' needs at the very heart of what we do.I am passionate about the vital use of data insights to drive engagement, personalisation and relevance in all aspects of retention, loyalty, communication and lifecycle marketing. I value the power of working with cross functional teams, enjoy managing complexity and actively encourage a test and learn environment spanning from acquisition through to all stages of subscription tenure. I have led on the proposition planning and creation of the celebration and reward strategy at Weight Watchers to ensure that all members are experiencing surprise and delight initiatives to inspire them to remain a member and enjoy the benefits and value of their membership. All my roles have broadened and developed my skills as a partnership, retention and loyalty specialist, and as a performance coach specialising in emotional intelligence and value structures. My career has relied heavily on excellent communication skills, commercial acumen and the ability to build, manage and influence internal and external partnerships, whilst maintaining a high degree of personal accuracy and attention to detail. I have exceptional experience in dealing with people at all levels helping them to work to the best of their capabilities by bringing teams and opportunities together to ensure a successful working environment. I am an inspiring leader and have seen exceptional results in personal growth from having led the UK Retention & CRM retention team at Weight Watchers.

Listed skills include E Learning, Linkedin Learning, and Change Management.