Matthew Roberts Email & Phone Number

Godalming, Gb

London, United Kingdom

London, United Kingdom

London

CRM Strategy• Accountable, along with the Head of CRM, for the delivery of Microsoft Dynamics CRM initiatives that support the overall CRM Strategy, and driving appropriate returns against the CRM business case. This includes, but is not limited to:o Management of senior stakeholder engagement through CRM reporting.o Delivering and articulating business or commercial returns in areas where CRM can drive additional value o Responsibility for identifying and delivering CRM related improvements to streamline business processes.o Accountable for Change Management as CRM’s influence is spread wider across the clubo Represent CRM’s best interests in senior managerial steering and/or operational meetings.o Management of the CRM business analyst’s workstream, and prioritisation against the CRM strategy.CRM Projects• Conduct best practice CRM related business management activities across all CRM Projects, including but not limited to:o Sign off responsibility of key documentation prepared by the CRM business analyst.o Senior Stakeholder managemento Management of third party supplierso Sign off responsibility of Microsoft Dynamics CRM changes/enhancements.o Managerial responsibility for CRM related change management across the clubo Owner of Change Control in conjunction with Head of CRM.o Responsible for the management of the CRM business analyst, and their associated project workload.CRM day to day responsibilities• Conduct day to day tasks including, but not limited to:o Support the CRM Business Analyst with ad hoc trouble shooting and resolution of CRM user issues and requests.o Management and tracking of ongoing workstreams in line with CRM prioritisation.o Contributing to the cross management of the CRM applications, notably the Premium Concierge Service, and Adobe Campaign.o Cross department collaboration with other stakeholder groups

London, United Kingdom

CRM StrategyEnsure initiatives support the CRM Strategy and deliver (where applicable) appropriate returns against the CRM business case:o Ensure reporting is facilitated through CRM in line with key metricso Identify areas where CRM can drive more commercial value o Identify areas where business processes can be streamlinedo Support the facilitation of sales and service campaigns through the CRM applicationsCRM ProjectsConduct best practice Business Analysis activities across all CRM Projects:o Requirements gatheringo Business process documentationo Stakeholder managemento Third party supplier managemento System design evaluationo User Acceptance Testing (UAT)o Change managemento Change Controlo Post go live supportCRM day to day responsibilitiesConduct day to day tasks including, but not limited to:o Ad hoc trouble shooting and resolution of CRM user issues and requests.o Prioritise of CRM enhancement requestso Contribute to the management of the CRM applicationso Cross department collaboration with other stakeholder groupso Support other CRM team members (notably the Insight Manager and CRM Data & Campaign Analyst) as and when required.o Ensure established business processes are being followed by the user baseo Perform regular data health checking across source applicationso Maintain high level CRM blue print design documentation.o Monitor and regulate user adoption

London, United Kingdom

• Project Management – Delivering an ecommerce website designed for Arsenal’s Premium Members and Match by Match Hospitality buyers• Acted as the conduit between key stakeholders and third parties to ensure technical build of site matched scoping requirements • Complete management of daily actions and task management and delivered project progress to weekly steering board• Developed approach, and oversaw migration of the Box Dining service operation from AFC’s catering partner to a more centralised model with the support of the Premium Concierge Service (PCS) site.• Produced process maps (Microsoft Visio) to redefine how end users will continue their daily activities using the Premium Concierge Service. • Produced and maintained the Premium Concierge Operational Process documentation – securing sign off with key stakeholders Worked with AFC Marketing and suppliers to ensure cohesive and successful rebranding.• Management of the Premium Concierge Service security model, user set up and account configuration.• Coordinated member workshops with Project PMO to capture and evaluate customer needs and requirements. • Full management of testing and training phases including documentation preparation and exit reporting.• • Managed and coordinated the approval of data sign off with key stakeholders for go-live.• Presented the project and solution to senior level management and the wider business stakeholders – contact centre.• Managed documentation and maintained capture of new requirements from end users to be reviewed and approved/declined.• Management of sign off to key project milestones and commercial deliverables• Management of Premium Concierge Service content management solution – Episerver• Business Owner of the Premium Concierge integration with CRM, with the support of the AFC Systems Manager• Post go-live product manager of the Premium Concierge Service – event creation, imagery and content maintenance, and initiative management.

London, United Kingdom

• Department lead – Representing the Premium Sales department – working on the full CRM implementation “Project Forward”, utilising Microsoft Dynamics (MSD). • Performing the role of conduit between the business and technical team.• Assisted in the documentation of Premium Sales business processes and functions (MSD, Event Booker, Restaurant Booker, Opera, and BoSS).• Attended scoping meetings and project planning forums – ensuring Premium Sales requirements are captured and delivered on time.• Co-ordinated design workshops with project team and the wider Premium Sales department. • Reviewed and signed off key documentation and relevant areas of statements of work.• Providing key data to Design and Technical team relating to AFC’s Premium Members.• Worked with third parties to establish integration opportunities across premium sales, service and operations.• Provided insight and user testing analysis in the build phase (JIRA). Ensured processes are working, and subsequent system actions are being driven correctly.• Prepared and delivered training to current members of Premium Sales team to ensure user adoption is fulfilled sufficiently, with supporting documentation.• Post go-live support, creating bespoke MSD dashboards and analysis for users and management• Delivered insight into user adoption and key areas needing improvement, as well as identifying new areas of opportunity.• Delivered refresher training courses, and ran weekly “drop in” CRM workshops for end users.• Tracking of CRM and/or data issues and possible integration problems – escalating to ITservicedesk and working with technical team through to resolution.• Key contact for users - capturing new requirements or enhancements, and provide feedback against current design and approved process agreements.• Approving new design documentation, and executed subsequent regression testing before implementation of further CRM rollouts.

London, United Kingdom

• Key function to maximise revenue from the premium seating areas at Emirates Stadium – Corporate Boxes, Club Level Seats, Matchday Hospitality Packages, and non-matchday events such as concerts and pitch events.• Utilised search engines such as MINT, to identify prospective targets based on existing member profiles and industry trends. • Proactively approached targeted leads, and successfully nurtured business relations with corporate clients and high net worth individuals. • Presented the values and benefits of utilising Emirates Stadium’s Premium Tier facilities to key decision makers, as well as demonstrating the benefits of utilising Arsenal’s brand and matchday experience for commercial objectives.• Tailored hospitality solutions for clients with specific business needs.• Worked with clients to ensure that ROI is being driven through effective use of the facilities.• Attended networking events and hosted key clients, existing and potential, on match days.• Conceived and co-ordinated new initiatives around internal corporate communications and social networking – “Emirates Cup LinkedIn”, generating significant returns and increased product awareness.

London, United Kingdom

• Identified and generated new business leads, arranged face to face meetings with key decision makers• Presented company credentials to key decision makers, including exclusive travel, leisure and lifestyle products.• Acquired promotion briefs from clients - establishing target audience, timings, mechanic, communication, budgets and key marketing objectives.• Full management of the solution and response, from briefing the creative team through to the product development team• Prepared and presented response presentations, from tactical short term promotions, to strategic loyalty programmes.• Delivered pricing strategies.

London, United Kingdom

• Sourced vacancies relating to positions in the structural engineering industry.• Sourced candidates with specific skill sets relating to key requirements for the industry.• Candidate and Client maintenance and development providing a professional and courteous service, resulting in being recommended to people through word of mouth.• Negotiating salaries, terms of work, ensuring both the client and the candidate are satisfied with the agreement.• Responsible for training and aiding the progress of a resourcer.• Headhunting.