Jeff Baker Email & Phone Number

Dubai, Dubai, AE

Dubai, AE

London, GB

• Reporting to the CMO with full P&L accountability and responsibility for all customer engagement business units and functions, including Saga membership Ltd, Saga Publishing Ltd, and the Group digital function.Major.
• Launch of the Possibilities programme including the core proposition
• Development of a bespoke dining, entertainment and community propositions
• Development of a short lead travel programme generating over £18M within year one
• Acquisition of over 1 million members within 12 months of launch
• Development of long term strategy aligning Membership development to Group objectives

Dubai, AE

• Reporting to the Group CMO, development and deployment of the end to end customer strategy, supporting data and technology strategy across 70 globally recognised retail and automotive brands across five countries..
• Development and then delivery of the omni-channel strategy, including technology selection, system intergration partner selection, contracting for software and system integrator, business case and Board approval..
• Development of the 5 year strategy for the Amber (loyalty) programme, including positioning, digitisation, market growth and partnership strategy, tripling membership base and quadrupling loyalty revenues
• Development and implementation of customer segmentation strategy
• Development and implementation of adaptive, mobile first approach to communication.
• Deployment of the NPS programme

London, England, GB

• Reporting to the CEO, management of all aspects of customer marketing, CRM programme development, customer contact strategy and customer insight. Ownership of the Siebel CRM system and data. Overall responsibility for.
• Development and launch of financial model to support the loyalty programme
• Launch of the loyalty programme in Spain and Sweden
• Development and delivery of the multi-channel customer contact strategy, varying conent based upon levels of members interaction
• Development of reporting suite and insight to inform marketing strategy and activity plan
• Development of adaptive, mobile led approach to email design to support markets in the deployment of the customer communication strategy.

GB

• Reporting to the CEO, management of all aspects of strategic marketing for188BET (a leading in-play e-gaming company), including direct communications, brand development, partnership/sponsorship leverage across seven.
• Delivered brand research to establish market position, customer perception, proposed tone and values to resonate with customers and grow the business. Qualitative and quantitative research program across seven countries
• Developed and delivered the communications strategy
• Redeveloped the promotional strategy to delvier improvements in promotional response
• Introduced a Welcome and Onboarding program
• Defined and delivered the social and community strategy – including forums, a weekly internet show and viral campaigns

Mclean, VA, US

• Managed a team of 30 across multiple locations in the delivery of marketing programmes to support 160 hotels in the UK, Europe, Middle East and Africa. Initiated and managed all central marketing activity across the.
• Developed and introduced key campaigns for the Hilton Family during the economic downturn – ‘Exceptional Times, Exceptional Offers’, a fully integrated (online, direct mail/email, press) leisure marketing program which.
• Creation of a cross functional Leisure Planning Team to govern cross market promotional activity
• Developed and deployed a new partnership marketing strategy, removing unprofitable partnerships and redirecting $750k of budget to activity with better returns
• Defined and deployed two international B2B campaigns which delivered over $6million in confirmed business

Mclean, VA, US

• Responsible for the international operations of the Hilton Honors programme. Member of the Customer Loyalty Executive representing all non-US markets, with responsibility for driving customer loyalty strategy including.
• Relaunched Hilton Honors internationally to ensure consistent knowledge and delivery, driving hotel revenue with the Hilton Honors programme experiencing a 10% growth in membership and 189% growth in associated revenue.
• Defined and launched electronic enrolment saving $1million a year, whilst improving customer experience & data quality
• Redefined the guest arrival experience, including the development and introduction of the Honors Check-in area at all international hotels – physical and service elements and the training programme
• One of 4 key team members responsible for the sale and demerger of Scandic Hotels. Responsible for removing the Honors programme, establishing a replacement & retaining customer loyalty to Scandic which constituted.
• Drove NPS improvement through consistency of member experience. Developed a support network to improve delivery including hotel support desks, online training courses and operations manuals, and therough the addition.

Mclean, VA, US

• Responsibility for the operations of the Honors programme outside the US, as well as partnership identification and management.Major Achievements
• Instrumental in the acquisition of Scandic Hotels AB. Responsible for the decommissioning the Scandic programme and replacing it with Hilton Honors, whilst minimising customer defection. The integration of the Scandic.
• Generated over $1million per year in affiliate revenue whislt building greater member insight through the launch of a co-branded credit card (UK)
• Negotiated and launched a partnership with Finnair to service the Nordic market. Finnair Plus members delivered over $9million in revenue to Hilton Family hotels each year.
• Reduced customer complaints related to programme basics by redeveloping the Honors programme backend operations internationally, including all data feeds and point allocation algorythms

Mclean, VA, US

• Management of the database marketing team (data, insight and campaign development) to support local, regional and national marketing campaigns.Major Achievements
• Re-platformed the marketing database to assimilate Hilton and Stakis data
• Introduced direct communications best practice driving marketing ROI up to 79:1, following which all hotel marketing activity was centralised to improve quality and returns
• Compliance with EU DPA – implemented processes for and rules to ensure marketing activity within the UK and Ireland adhered to the revised Data Protection ActDeveloped a suite of ‘off the shelf’ campaigns – hotels.

London, England, GB

Key responsibilities included consulting with major blue chip organisations on their CRM strategy, including marketing activity reviews and proposals for campaigns. Working with data bureaus and agencies to promote the use of the FRuitS segmentation to a varied corporate client base. Sold consultancy services through promotion of the consultancy’s services.

Norwalk, CT, US

Worked with Brand Marketing in the set up of campaigns to drive store card usage. Clients included Dixons Stores Group, Storehouse Group, Arcadia, Debenhams, Harrods and House of Fraser. Conducted database analysis to identify target groups for marketing activity and post campaign analysis to demonstrate results. Regular reporting for clients to show the.

Commercial Behaviours Programme

Bsc (Hons), Geography