Oak Furniture Superstore

Customer Experience Manager

The Sipping School

Founder

Imagine Cruising

Digital CRO & UX Manager

Ramsbury Brewing & Distilling Co. Ltd.

Brand Ambassador

Oak Furnitureland

- The driving force of the voice of customer (VOC) within Ecommerce using various insight and feedback  to make strategic changes to the digital Customer Experience (CX) 
- Airtight A/B testing program to ensure only the highest performing test is implemented
- The champion of Net Promoter Score (NPS) for all digital channels, desktop, mobile, tablet and APP
- ContentSquare qualified to enable deeper insight into customer behavioural data on site, using the data 
  and AI functionality to identify areas for improvement in real time 
- Customer Journey Mapping to identify friction points and implement resolutions to create the most 
  seamless CX possible
- Introduced customer fabric sample ordering facility for sofas reaching an additional £4.5m   
- Launched instore QR codes (omnichannel, customer first initiative), to enable customers to shop via 
  channel of choice
- Launched improved customer product information for overall sofa category, using new dimension 
   imagery and detail across category PDP and PLP's.
- Launched a new customer account area providing a more customer centric profile area

Digital Customer Experience (CX) Lead

Sheepdrove Organic Farm & Eco-Centre

Working for Peter Kindersley (dorling kindersley publishing fame and Neals Yard remedies) on his 2,500 acre estate at Lambourn which is home to one of the UK's leading sustainable conference centres
- Achieved a £45k profit from an annual £239k loss within 9 months of appointment
- Repositioned the brand into the sustainability sector to capitalise on corporate CSR potential
-Secured business partnerships worth £168k in additional revenue
- Implemented customer data capture processes leading to a 35% increase in email volumes and specific 
   data category segmentation
- Implementation of sage CRM
- Consolidation and production of all marketing collateral

Business Development Manager

Danceforce and Starmaker Costumes

•	Implementation of a marketing strategy for both businesses
•	Management of a full rebrand for both business propositions
•	Project management of two annual catalogues as part of our Omni channel marketing strategy
•	Execution of effective email marketing campaigns 
•	Management of all customer data and segmentation
•	Implementation and management of all social media channels
•	Redevelopment of both websites to include all product set up, content management and SEO.

Digital Marketing Manager

Dance Direct

•	Documented and implemented our B2B European development strategy
•	Established a dedicated B2B team to account manage our 16K+ business users
•	Developed a sales pipeline generating a 35% uplift on B2B sales
•	Enabled B2B lead generation programs through multi-channel marketing campaigns 
•	New business acquisitions leading to 22% increase in B2B accounts
•	Achieved a 86% conversion rate for new client acquisitions following a national studio visit campaign  
•	Conducted national seminars to promote the B2B offering and capture valuable customer insight
•	Influenced the business to adapt product ranges, our marketing approach and printed collateral following customer insight

European Business Development Manager

Dance direct have established themselves as the leading dancewear retailer in UK and Europe.
- Educating business about who current customers are, what products they were purchasing and how they behave, based on database insights and purchase behaviours 
Managed the relocation of our UK Head office 
- Defined key metrics for success and created a CRO roadmap to analyse the user impact of product features with airtight A/B tests and buyer behaviour insight
- Developed a European customer call centre in our new head office in Swindon 
- Introduced three new systems into the business: - SALES, ERP and CRM
- B2B proposal presented to business and this lead to promotion to new role and team establishment

Digital Customer Experience (CX) Manager

Round-the-World Trip

I took a 2-year career break to accomplish some of the greatest walks and climbs our world has to offer. During my break I traveled to over 18 countries, took 70+ flights and encountered over 11 different languages. I traveled alone for the duration, and this experience clearly demonstrates the confidence, drive and organisational skills you can expect to observe in the work environment

Career Break

Tesco PLC

•	I represented the retail stores within head office, advising the dotcom business on how we could enable the dotcom business to work at store level instead of an external warehouse facility.
•	Achieved our predicted first year’s target within the first month of national launch.  
•	Identified new customer opportunities within the .com business, for example I established a collect from work trial based at various offices nationwide including Mars, Slough

Ecommerce New Business Project Manager 

•	Created the core Business Requirements document for sign off by Business teams, including documenting functional requirements and processes for the new system development, being the key liason between It team and store staff
•	Project managed the implementation of a completely new cash office system into 580 stores on time and within budget for the millennium bug, year 2000 
•	Wrote and produced all store staff training material, user reference manuals and cut-over documentation. 
•	Planned and conducted regional training workshops for all cash office staff and store support teams on a national basis. Training over 2000 staff

Y2K Implementation Manager

Pivotal in the launch of Tesco Clubcard in 1995, working alongside Dunnhumby the world's leading customer science company
Project Manager responsible for the “easyshop” launch into 10 trial stores, delivering first retailer success in self-scanning in 1996
Actively looked for ways to improve the customer’s experience through extensive market research, conducting national customer panels across 580 stores
Introducing new methods to collect customer feedback from stores nationwide including Net Promoter Score (NPS)

Customer Insight Marketing Manager

•	Accountable for all customer service standards and communication within a store with a weekly £1.2m turnover and a customer count of 26K
•	Recovered a loss of £22k from cash office losses by conducting a full audit of the stores front end procedures
•	Provided regional cash office support to the south west region of over 25 stores 
•	Proactively managed a team of 150 customer service staff with a documented personal review process
•	Turned a poorly performing store into a centre of brilliance for customer service and cash office procedures within 12 months
•	Set up the corporate recruitment centre and marketed the centre locally, leading to the recruitment of over 65 customer service staff and 275 store staff in total 
•	Trained all customer service staff in local stores on time ready for store opening
•	Became the highest performing store in the south west region against customer service KPI’s (Key Performance Indicators)
•	Conducted weekly local marketing campaigns to promote the Tesco brand

Senior Retail Manager - Customer Service

An exuberant and customer obsessed senior retail professional with extensive experience of success in customer centric roles. Having worked for the UK's leading retailers and achieved retail firsts in both customer loyalty programmes - Tesco Clubcard and Self Scanning enablement.  
A massively innovative and creative approach with a unrelenting passion for ensuring the customer’s experience is one of unrivalled quality.  The customer has been at the forefront of my career from Customer Service Manager Positions in retail stores to developing strategic digital customer experience solutions across all omnichannel touchpoints.

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