- Driving global customer retention in our end to end customer journey.- Designing ominichannel customer experience drawing on business process and stakeholder expertise.- Optimisation of customer journey to drive performance improvement.

- Develop strategy to link global / national CRM systems to retailer, delivering improvements across customer experience and retailer efficiency- Lead cross-functional project prioritisation work-stream across Marketing, Customer Service and Network Operations - Manage the process of developing key CRM KPI's and supporting regions in monitoring and improving performance

- Working in the JLR team in Shanghai within the JV structure- Manage Customer Service marketing function to support revenue achievement across the retail network. - Define & deploy targeted CRM programme across all retailers using analytics to drive continual improvement - including change management process across marketing function, regional teams, agency staff and retailer - Define & deploy strategic programmes to increase revenue performance including customer retention programmes, accessory sales, seasonal programmes- Align promotional and pricing strategy with global team and local network. - Deliver cross functional projects within a challenging environment including Cyber Security project, Launch Planning, CRM initiatives- Budget setting and agreement with global team.

Support and advise global markets in the deliver of targeted,data driven marketing activity and change management required to realise the revenue improvement potentialGlobal customer service marketing and communications strategy designed to increase revenue and retention, including implementation at market level and creation of assets across multiple channels. Managed the successful global deployment of JLRs Online Service History project with successful utilisation of data to improve customer retentionWork cross-functionally with the CRM and Connected Car teams for the development and delivery of global aftersales strategic requirements Close collaboration with key markets to effectively implement core global programmesSupport the global business and revenue planning process relating to ensure robust and realistic targets based on the activities and programmes that will be delivered

Support the development of the Global Body & Paint programme through:Setting up financial reports for collision partsDeveloping a process to forecast salesGlobal audit systems & processProgramme development to support markets

Responsibility for the development and delivery of a predictive marketing programme to the BMW & MINI network in the UK.I managed a team of eight, five regional Sales Development Managers & three Administrators. We work closely with dealerships to maximise impact and profit, achieve our client targets in revenue and participation, develop and expand the programme, and improve efficiency to increase our capacity to support the network.

Worked with clients to grow their business through objective analysis of sales and marketing processes, and implementation of effective and creative solutions.I worked with clients across differing industries on the development and delivery of a broad range of marketing activity, both B2B and B2C. This included national marketing campaigns, incentive programmes, strategy development, and business affinities.

Pan EU training and new product launch for major global brands.Mobile technology to increase sales force effectiveness across automotive, pharmaceutical, and retail businesses.