The Telegraph

• Delivering CRM email strategy through Adobe Campaign, including lifecycle automation marketing campaigns to support subscriber acquisition and retention KPIs
• Managing cross-funtional intitiatives with subscriptions, editorial, analytics and product teams to ensure delivery of required segmentation and personalisation. 
• Optimising campaigns using test and learn initiatives, and by providing best-practice CRM advice to non-specialist stakeholders

CRM Manager, Subscriptions

• Planned and delivered CRM strategies with a view to retaining existing customers, increasing brand loyalty, and expanding the customer base and revenue streams.
• Collaborated with other departments to ensure the CRM strategy works well for every aspect of the business, and that the customer database is correctly segmented for targeted marketing activities.
• Developed testing strategies to guarantee the most efficient approach for the organisation and its customers.
• Managed timelines for production process, execution and reporting of results to relevant stakeholders

CRM Executive

Newsquest Specialist Media Ltd

Worked to provide insight and analysis on the effectiveness of editorial, commercial and marketing activity.  Effectively managed customer data and the marketing of magazines, websites, events and e-commerce platforms across all brands, including Insurance Times, StrategicRisk, The Strad, Boxing News and more...

CRM and Marketing Specialist

Baxter Regional Medical Center

• Developed and executed communication plans for Baxter Regional Medical Center and its 31 primary and secondary market clinics across multiple platforms of written and digital publications, web, and social media. 
• Created content in the form of advertorial copywriting, press releases, social media posts, internal communications, flyers, and photography
• Responsible for project management, event management, and vendor relations
• Worked cross-functionally and collaboratively with internal committees and department leaders, graphic design and photography teams, and external media channels

Marketing Specialist

Regent’s University Career & Business Relations

• Analysed web traffic and user activity data to pinpoint areas for improvement and summarize effective operations
• Used data visualisation to plot themes in advertising copy against trends in customer responses to those ads
• Conducted quantitative (survey) and qualitative (focus group) research with site users and unengaged students
• Drafted a multi-chapter report of summarized data, relevant industry best practices, and recommended marketing strategy moving forward

Digital Marketing Consultant

Centene Corporation

• Created and implemented on-boarding process for Member Services call centre
• Analysed data to determine effectiveness of programs and assist in identifying areas of opportunity
• Organized customer focus group events
• Developed and revised reports and presentations
• Communicated project status and results to staff and management
• Shadowed marketing, provider relations, claims, compliance, and medical advisory teams
• Worked with other departments to troubleshoot operations and ensure efficiency
• Monitored incoming partnership applications and updated facility and provider contracts
• Designed and implemented an annual data accuracy audit - included training and leading a team of 8 temporary employees

Member Services Intern

Lowe's Companies, Inc.

• Spoke with customers by telephone and in-store to provide information about products and services, process orders, cancel accounts, and resolve complaints
• Promoted customer loyalty plans and additional products and services
• Awarded Lowe’s Top EPP Percent Sales for Tools
• Communicated with national brand representatives, business partners, and financial institutions over the phone while serving customers
• Was patient, attentive, knowledgeable about products and services, and used positive language in high-stress situations

Customer Service Associate

CRM Manager leveraging lifecycle automation and personalisation to bolster subscriber acquisition and retention. I am dedicated to fostering a culture of data-driven decision-making and cross-functional  collaboration, so that we can deliver sophisticated email strategies that drive brand loyalty.

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