Currently working at Dentsu/Merkle on the VMO2 account, Senior team member in Marketing Operations leading a major Omni-channel customer decisioning transformation programme. Designing and delivering strategic customer real-time engagements across all touch points. Responsible for leading the implementation, business change and processes for a new content management system, Liferay, to complement the leading customer decisioning platform, Pega driving personalized engagements. The first time these two systems have been technically integrated.Owning the campaign strategic planning, and working with the Pega developer and testing teams to deliver the Omni-channel campaigns driving Commercial objectives as well as NPS customer engagement and satisfaction. Monitoring commercial gains and evaluating opportunities to drive growth, working with the commercial teams to plan the activities across the key trading periods.Other responsibilities lie in strategic customer journey planning, content planning and production and the design and delivery of next best actions for channels including App, Web, Customer Services, IVR, SMS, email, RCS to drive an omni channel experience.

Intellectual Capital Decisions Ltd (ICD)Executive Search in local, international and global markets we can search for the right talent for each and every sector we cover. Marketing, analytics and insights roles.

Direct report to the Director of Base Management. A senior role in the Centralised Decisioning programme focusing on the implementation of the overall strategy into the business along with the business transformation/change work streams. Working with colleagues & external consultants to lead and ensure delivery of the timely implementation across multi-sites and multi-channels at each customer touch point (loyalty & service; Retention (Deal Calc) and Customer Services (Next Best Activity)Inbound marketing expertise:Delivery of stakeholder management to all levels, strategic channel planning, delivery of business change roadmap, maximizing customer base profit, ROI & valueAligning Marketing strategies and Insights to define business rules and address business challenges by prioritising offers and levers Visionary and strategic thinking with the customer at the forefront of everything in order to further increase conversion (15%) and presentation rates (80%)Driving profitability, ROI per offer & maximising channel capacity/efficiencyOptimising use of insights, analysis, reporting & knowledge of P&L strategies to maximise effectiveness of real time strategies and drive business financial benefits & improvementsOutbound marketing:Strategic planning of the consumer customer DM contact plan for all channels including SMS/MMS/DM/Bill Messages/Outbound callingEnsure strategic business objectives are met by driving accurate customer contacts by channel capacity, budget, insights & ROIResponsible for Afinium decisioning deployment teamDrive business results such as growth revenue from cross sell/up sell opportunities, reduction in churn & customer experience scoresSupport segment marketing teams in quantification of financial impact of activities, development of assumptions & insight to support planning & proposition developmentEnsure campaigns drive a +ve ROI by calculating the channel costs & revenue dilution per offer

Responsible for the rollout and management of the Chordiant based Real Time Marketing Decision Service (RTDS) within the Retention Centres and High Value Consumer Customer Services which drives the next best activity (NBA) for the customer and enabled O2 to manage cost of save at customer level, driving significant reduction in costs and customer churn (Deal Calculator). Responsible for directing the strategic focus for RTDS via the targeting and decisioning and managing financial deliverables in addition to driving business change across various areas required for successful delivery. Built up a strong technical and commercial understanding of the decision engine (Chordiant RA, CDM 5.7 solution) and have attended training courses on the logic.Other roles previous to RTM Manager:April 2001 - Nov 2005; O2 Business Marketing Acquisition Manager, O2 Marketing Communications Manager.