Neil Marklew Email & Phone Number

London, England, United Kingdom

Managing a CRM team to increase revenue through increased lead conversion and efficiency savings across global Marketing, Sales & CX teams. Key deliverables - Introducing a new Sales process to increase sales per agent and customer LTV - Improving CX processes to increase the number of cases handled- Introducing CRM campaigns to increase customer engagement- Reducing sign-up abandonments with new onboarding process Responsibilities email marketing | direct marketing | revenue operations | marketing operations | sales operations | cx operations | content Systems HubSpot | Intercom | n8n | Mailchimp | DataViz | Campaign Monitor | Zapier

London, United Kingdom

Trussle was the UK’s first digital-led mortgage broker, using technology to make the mortgage process more accessible and cheaper Role Improve the CRM process across marketing, sales and CX to increase sales and customer satisfaction Key deliverables - Improving the tech-stack to provide a single customer view across departments - Increasing efficiency across sales and CX to increase number of applications handled with a 30-point growth in NPS - Proving CRM support and reporting for new mortgage assurance products that surpassed targets Responsibilities email marketing | direct marketing | revenue operations | marketing operations | sales operations | cx operations | retention | content Systems Hubspot | Zendesk | Mailchimp

Brighton, United Kingdom

Surge Group was an incubator and support agency for start-up and challenger companies in the investing, recruitment, property development and retail markets. Role Support revenue operations, by managing the CRM functions across multiple systems. Key deliverables - Implementing and improving CRM processes for clients - Improving UI / UX on client websites - Managing CRM systems and ESPs for clients - Development of reporting frameworks for clients in Tableau Responsibilities crm | revenue operations | marketing operations | sales operations | bi Systems Salesforce | Pipedrive | Bullhorn | Tableau | Mailchimp

London, United Kingdom

CMC Markets is a global company specialising in financial spread betting, contracts for difference and foreign exchange. As a financial company, every activity is reliant on accurate and timely analysis to conform to national & international legislation, as well as best practice and efficiency.I have returned to CMC Markets (see 2004-2011) to help set up a new eCRM function as Head of eCRM, responsible for the email communications for a dozen global offices.Key deliverables:1) Establishing a global email marketing process across the customer lifecycle with a goal of improving key KPIs, including* Demo to live conversion* Funding rates* Reactivation* Cross-shopping2) Communication campaigns for critical events, including* Company IPO* EU referendum* New products launches* Regional office openings3) Improving client experience on website4) Adoption of new email service provider and algorithmic BI tool5) Development of reports at regional and global board levels6) Proposal of a wider CRM function into direct marketing, online targeted content & social media7) Developing a wider digital strategy including PPC, SEO and organic search

London, United Kingdom

Rentify is the market leading online letting agent offering a full suite of services to landlords across the UK.My role was to use CRM techniques to up-sell and cross-sell existing products to registered website users and also undertake research and insight to drive future product development. I was also responsible for a number of above-the-line marketing activities, such as PR, events and advertising.Key deliverables:Establishing a cradle-to-grave CRM structure across the customer lifecycle, by and implementing CRM communications at key touch-pointsIncreasing key OKRsUsers returning to the websiteProducts per userConverting free users to paidYear on year retentionDevelopment of transactional and financial reports at operational and board levelInforming product development and sales teamsKey responsibilities:CRM & Marketing* Development of targeted, data-driven email and mail marketing campaigns* Development of customer retention & reactivation campaigns* Analysis of historical and current customer data to drive product development* Creation and analysis of customer segments to aid business growth and product development* Discovery and adoption of new data sources to support business activityReporting* Development of transactional and financial reports at operational and board level* Development of centralised data warehouse and standard BI tool for all reporting* Presentation of reports at company-wide and board level* Training of key business users on how to self-serve reportsSalesforce CRM Support* Managing implementation of Salesforce CRM, including gathering & defining requirements* Integration of Salesforce CRM with production and data warehouse databasesCall-Centre Support* Supporting call-centre activity with CRM campaigns* Specification of call-centre scripts in QuickScripts / C-Talk

London, United Kingdom

Voyanta is an online platform that gives real estate investors and lenders effective tools to capture, validate and analyse commercial real estate information.This role manages a team of developers to provide a suite of reports built in QlikView that can be accessed through a SAAS web front-end. This encompases the whole lifecycle of reporting, specifying and building the underlying reporting models, identifying the report specifications, managing development and user acceptance testing and controlling the promotion to the live environment.Key deliverables:• Integration of QlikView reporting elements into a SAAS front-end• Managing in-house and off-shore development teams• Development of function-specific reporting models• Development of client-facing reporting suitesKey responsibilities:Business analysis• Working with the transactional database, front-end development and commercial teams to create accurate reporting specificationsReport Delivery• Designing and maintaining reporting data models to deliver accurate and timely data for each area of the real-estate industry – lending, investment, development and property management.• Designing QlikView reports that meet the required specifications• Working with a team of off-shore developers to integrate QlikView reports into a SAAS front-end using bespoke java and PHP code Project Management• Managing in-house and off-shore QlikView development teams• Integrating deliveries with the back-end and front-end SAAS development teams• Delivering to commercial requirements

Westminster, London

The Royal Institution of Chartered Surveyors sets and regulates the global standards of competence and integrity among building professionals; offers impartial, authoritative advice on key issues for business, society and governments worldwide, and provides the world's leading professional qualification in land, property, construction in 140 countries.This newly formed role was designed to maintain the integrity and commercial use of RICS customer data and utilise customer insight analysis to support the global marketing and product teams.Key responsibilities:Customer Insight & Reporting• Develop and champion the use of standardised customer metrics in marketing decision making and reporting• Analysis of historical and current customer activity to support the client services and member support teams• Creation and analysis of customer segments to aid marketing, product development and membership• Adoption of standard reporting tool across all global offices• Mentoring, awareness and training of global teams on the value of customer data• Discovery and adoption of new data sources to support business activityData Integrity• Implementation of best practice data capture procedures across RICS• Creation and management of processes to achieve and maintain desired levels of data cleanliness and accuracy• Creation of Single Customer View project to harmonise existing separate customer databases• Creation and maintenance of global data protection standards & processesMicrosoft CRM Support• To ensure that all business functions with a CRM requirement receive adequate training and support to be able to use MS CRM as necessary• Integration of CRM with preferred email solution

The Business Intelligence function is a new department at CMC Markets, created to provide data and analysis to support the rest of the business. The department was formed by bringing in a couple of Business Intelligence specialists and transferring a number of experiences staff members from other departments, each being given the responsibility for their particular specialism. Given my background in CRM & direct marketing, I have been tasked with providing analysis to support the sales, marketing and customer service functions, covering the cradle-to-grave customer life-cycle.Key responsibilities:Inter-departmental Liaison• Liaison between internal customers to provide tailored and accurate data and analysis• Promoting an understanding of the benefits of CRM and Customer Insight analysis• Training end users of self-service reporting systemsCustomer Insight• Analysis of customer behaviour to drive marketing activity internationally• Reporting and analysis of customer trading activity to support the client retention and education teams• Provision of reports and data to help customer segmentation• Campaign analysisLead Management• Supporting international sales and seminar teams with the analysis of lead and application dataProject Management• Managing the migration of existing account-centric customer data to a new client-centric database• Managing the creation of a data warehouse and reporting requirements for a new global CRM system, based on Pega CRM• Managing the roll-out of a new self-service reporting system based on Oracle Business Intelligence Suite Enterprise Edition

The Client Communications department had the remit of communicating with existing customers with the target of increasing client retention and activity. Beyond providing the backbone of CMC Markets’ retention strategy, the Client Communications department ensured that customers were provided with important information in line with the FSA’s “treating customers fairly” directive as well as managing client facing documentation and supporting other offices around the world. The Executive role evolved into a managerial one, with responsibility for a team of 4 communications specialists, reporting to the head of Sales Trading and Retention.Key responsibilities:Customer Retention• Creation and management of retention & up-selling procedure• Campaign reportingCustomer Communication• Copy-writing & design of customer communications• Liaison with departments requiring customer communication• Management of customer extranet, CMC Markets Plus+Data Management• Data manipulation and segmentation to control retention, up-selling & debt recovery• Data cleaning & integrity

The Client Communications department was created in June 2006 with the remit of communicating with existing customers with the target of increasing client retention and activity. Beyond providing the backbone of CMC Markets’ retention strategy, the Client Communications department also ensured that customers are provided with important information in line with the FSA’s “treating customers fairly” directive as well as managing client facing documentation and supporting other offices around the world. The Executive role evolved into a managerial one, with responsibility for a team of 4 communications specialists, reporting to the head of Sales Trading and Retention.Key responsibilities:Customer Retention• Creation and management of retention & up-selling procedure• Campaign reportingCustomer Communication• Copy-writing & design of customer communications• Liaison with departments requiring customer communication• Management of customer extranet, CMC Markets Plus+Data Management• Data manipulation and segmentation to control retention, up-selling & debt recovery• Data cleaning & integrity

As part of the Marketing Department, this role was concerned with targeted, below the line marketing. The main focus of this position was to use CRM techniques and data segmentation to help acquire new sales leads and produce targeted messages that increased the overall effectiveness of the marketing message.Key Responsibilities• Management of direct marketing to existing & potential clients• Copy-writing of mailing pieces• Campaign analysis• Data management of CRM systems including segmentation, cleaning & integrity• Creation of customer profiles• Brand management

Reed Employment is a division of the Reed recruitment company, covering many aspects of recruitment. This role was a short term contract to aid Reed Employment with their marketing after an internal re-organisation.Key Responsibilities• Design & copy-writing of recruitment adverts and mailing pieces• Creation, management and analysis of promotions• Print management of mailing & customer acquisition pieces• Brand management• Liaison with third-party recruiters

Jaeger & Viyella are clothing brands, specialising in high quality fashion retail through their own high-street shops and department stores. This role was originally two-fold: to manage the customer database and use the information to develop direct marketing campaigns and aid retail positioning such as store design and layout. It grew to include setting up a customer loyalty scheme and the creation of Jaeger & Viyella’s first website.Key responsibilities• Direct marketing to existing & potential customers via print & email• Creation, management and analysis of promotions• Copy-writing & design direct mail • Segmentation & analysis of data• Print management• Management of CRM database (MarketWorks)• Management of customer loyalty scheme

Euromoney PLC produces an number of magazine covering all aspects of the financial markets. This was a direct marketing role intended to increase the number of subscriptions to the flagship magazine using existing and bought-in data.Key Responsibilities • Direct marketing of existing & potential customers via print & email• Specification of mail shots & adverts for new subscriptions• Print management• Existing paid subscription management• Campaign analysis• Liaison with list holders• Management of control circulation subscriptions to ABC standards

CSM was software house that developed a number of packages for accountants and was the market leader. This was a role intended to increase sales to existing and potential customers as well as promote the seminar & training programs. It also included promoting annual support contracts and developing CSM’s first website.Key Responsibilities • direct marketing of existing & potential customers via print & email• print management of mailing & customer acquisition pieces• campaign analysis• creation & management of marketing database using MS Access• responsibility for annual software support subscriptions• liaison with regional re-sellers & sales staff• design & management of on-line presence• set-up of Customer Support Extranet

Bsc (Hons), European Business & Technology

(Including 1 year at partner institute, L’I.U.T. Aix-Marseille III, Aix-en-Provence, France)

Ba (Hons), History Of Science, Technology & Medicine