Managed Global CRM calendar (Email, SMS, Web, Push) with segmentation and personalisation strategy, localised per region and A/B testing plan. Acquisition lead on new list growth and data enrichment initiatives. Management of CRM budget and Global CRM channel performance reporting. Responsible for the daily work flow and development of 1 CRM Coordinator & 1 CRM Assistant

Managed all CRM campaigns (Email and Direct Mail), loyalty programme, and activation of in-store customer capture system to deliver and build upon omnichannel CRM strategy. Increased revenue +90% YoY driven by CRM strategy incl. BAU email & lifecycle campaigns. Mentored Data Analytics Apprentice, who was fast-tracked into permanent role as CRM Analyst

After graduating with 2 years experience in CRM, I took on 3 contracting roles in the retail industry to further my email marketing experience, before going on to a permanent position for the Estée Lauder brand.Senior CRM Executive, Missoma, Feb 2020 - Apr 2020- End-to-end CRM Project Management: Managed the BAU email briefing, calendar and email sales forecasting plan. Built data segmentation and HTML campaign build in Ometria ESP- Implemented incentivised welcome program and maintained abandon cart/browse campaigns - Developed A/B testing plan, email campaign performance report and database growth reportsCRM Executive, Monsoon, Dec 2019 - Feb 2020- End-to-end Email Campaign Management: Managed the BAU email briefing and email calendar. - Developed Lifecycle Emails: Welcome, nursery & reactivation, achieved +14% revenue uplift - Loyalty programme email development, created initiatives with Retail to improve loyalty KPIs- Conducted weekly email campaign performance, lifecycle and loyalty data capture reportingEmail Marketing Assistant, Boden, Aug 2019 - Dec 2019- Email Campaigns: from HTML build to launch, built dynamic content and audience filters- Email Briefing: Wrote briefs for Design. Maintained email marketing calendar - Email Campaign Performance: Conducted A/B test reports, email sales forecasting report- Automated: Welcome programme development, abandon basket/browse technical briefing

- London Fashion Week - Technical CRM Project Management: Accreditation portal development, management of on-site registration desk teams, managed seasonal LFW post-event reporting- Held CRM training business-wide, cross-departmental collaboration to develop CRM with business requirements. Maintained automated accredtiation emails in Dynamics365 CRM- Retail Partnerships: Liason with Buying teams, co-ordinated buyer showroom walk-throughs

- Campaign Briefing: Main point of contact from Marketing to Customer Care for promotions.- Customer Experience: Supported with project management of launching AI Survey platform and Feedback Community with key stakeholders to drive forward business improvements. Livechat: Managed weekly report of sales performance, strategy liaison with Customer Care- Acquisition: Refer a Friend: Supported with optimisation of channel and targeting strategy.Partnerships: Assisted in maintenance of a key HNWI acquisition program Retail Data Capture Monitoring: Compiled monthly report of the customer database growth- Conducted dissertation on personalisation engine business case/technical implementation

- CRM/Retail Marketing: Developed initiatives for the growth of the CRM programme - retail staff events/training - incentivised retail strategies to promote KPIs. Co-ordinated gifting- Brand Activations: Supported regional marketing initiatives on various CRM projects, attended activations, supported with post-event evaluations/compiled social media report- Email Marketing: Wrote & copy checked emails, campaign performance weekly reporting

- Worked part-time alongside University studies- Provided personalised customer consultations, beauty make-overs, and advised product recommendations based on the individual customer’s needs. Demonstrated extensive knowledge of all brand products & luxury customer service