Experience:

20 years CRM tactical and strategic experience in developing, implementing, and optimising CRM at Hotel Chocolat, Radley London & Manchester United. Driving sales of £5m with package budgets of £250k per year to 12 month active databases of 5m+, across the buyer lifecycle. In addition to CRM / GDPR migration projects and implementation of campaign, lifecycle and trigger behavioural emails.

Proven ability to leverage CRM systems to improve customer relationships, drive sales growth, and enhance operational efficiency. Skilled in data analysis, reporting, and change management to ensure user adoption and maximise CRM system utilisation through a full understanding of customer segmentation linked to CDPs and the lifecycle.

Skills:

• CRM Systems: Proficiency in a leading CRM platform (e.g. Emarsus, Ometria, Braze)
• CRM Migrations: Understanding configuration, IP rampaging, customization, GDPR data management
• Calendars: owning CRM calendars for daily campaign emails.
• Creative & Copy: briefing and writing for campaigns and automations.
• Data Segmentation: targeted to balance, delivery, open, click, conversion rates
• Builds / HTML: now largely drag and drop but where required able to edit HTML / CSS.
• Data Analysis & Reporting: Extracting insights and translate them into clear, actionable reports