The Age of Human

Live with Love. Lead with Love. Build (an organizational culture) with Love. 

My mission is to help people see their whole selves, love themselves, understand themselves, and through that, become true, authentic selves. I want to help people step out of the shadow of fear and into the light of love. I will do this by coaching individuals, leaders, and organizations. I am willing to ask hard questions and invite anyone who wants to join me in the conversation. Let's change the way we live so we can live as our authentic selves and serve the greater good together.

Founder

Alight Solutions

Head of International Field Marketing 

NGA Human Resources

Global Director Marketing and Analytics 

I am responsible for developing the analytics offering to deliver data driven answers to strategic workforce related business questions our clients have.

Analytics Practice Lead

Partners Andrews Aldridge

It is my responsibility to develop and own the data offering at Partners. I serve as the translator between data and the customer experience (ranging from strategy to UX to content to creative) ensuring that all our client solutions are backed and supported by customer data and insights. Further I develop the intellectual property and though leadership for Partners with focus on key areas such as ‘GDPR’, ‘data driven organizational strategies’, ‘true customer understanding’, ‘driving engagement through differentiation’ etc.

Data Strategy and Insights Director

As a Strategy Director my responsibility is to partner with my clients as a trusted advisor helping them develop their customer strategy and activation plan. I hereby collaborate closely with the our data, creative, UX and client services team to ensure that our solutions are aligned with what our client’s customers want as well as with what our client internal objectives are.

Strategy Director

havas helia

I am responsible for developing and executing my client's CRM strategies. I hereby work closely with a team of planners, creatives, data planners and scientist to ensure a cohesive and collaborative approach is taken to deliver on our client's projects within the timeframe and against key business objectives. 

These range from holistic CRM strategies (whereby the focus goes beyond marketing communications alone and is broadened to impact the entire organisation, often including working with technology such as Adobe) to developing CRM programmes (loyalty types) to specific communications programmes, where through data we develop relevant multi-channel customer experiences. 

I am working and have worked on a range of clients including: Dove, Unilever, adidas, Saga, Simple 

I bring a great passion for working on new business pitches and am an active member of the helia pitch teams. I have successfully participated in winning adidas and Saga for the agency as well as growing the Dove, Saga and Unilever accounts.

CRM Strategist/Planning Director

Globalclick Ltd

Globalclick is a global operator of online casinos and binary option trading companies. As Head of CRM I am responsible for the end to end customer experiences, starting at the point of registration. 

Key accomplishments include:
1. Redesign of the welcome journey with focus on clearly communicating the benefits to the player as well as creating urgency through extra offers in the first 72 hours -- the journey hereby was adjusted for both website and mobile channels reflecting different customer preferences 

2. Redesign and retargeting of the weekly promotional emails 

3. Introduction of customer engagement driving events such as regular competition and compensation of losses 

4. Redesign of the TV commercial to establish the brand as a premium yet entertaning one 

5. Built up of a customer analytics function

6. Integrated reactivation campaigns which included email, website and the customer care channels

Head of CRM

Shakey´s Philippines

Shakey´s operates 100+ restaurant stores in the Philippines. In the past 10 years they experienced a tremendous growth phase and hired me to provide them with an assessment of their current customer strategy to redirect the company from a product focused towards a customer centric organization. My main deliverables were:

1. In-depth CRM and service strategy 
2. Customer service needs assessment and segmentation recommendation 
3. Organizational capabilities review

Independent CRM Consultant

Vistaprint

Vistaprint is a multi-million dollar online printing company that has revolutionized how small businesses order personalized printed products. Historically, the secret of success lied in maximizing each order with little consideration for the customer experience. When I joined limited knowledge existed about the customer, the competition or the market as a whole. 

I came with the mission to bring the voice of the customer to the organization, to establish customer insights as a core competency and to change core elements of the value proposition including the brand, the product and the website. And all of this needed to be done across Europe´s biggest markets. 

My top three areas of responsibility were: 

1. Develop Customer & Competitive Insights Process and Capabilities 
2. Develop and Own Pan European Insights Agenda (incl budget)
3. Capture and Communicate Insights To Drive Organizational Change Towards the Customer 

What I am most proud of from my time at Vistaprint:

1. I recruited and built a high performing team, that managed to work a very complex, global agenda with limited resources. 

2. I developed close relationships across several geographic location and diverse business teams (including CRM, brand, service, site) to drive the customer agenda forward.

3. Working shoulder to shoulder with my American colleagues I introduced a new customer segmentation which is being utilized as the foundation to change the value proposition, the brand position, the pricing and the go to market communication. (and was referenced in the most recent Vistaprint investor day call by the CEO Robert Keane) 

4. I introduced Net Promoter Score as the customer success metric used on the corporate scorecard.

5. I fell in love with the small business owner and have nothing but admiration for their every day struggle to pay their bills while pursuing their dream.

Director, Customer, Market & Competitive Research

Marriott Vacation Club

Marriott Vacation Club is the industry leader in timeshare. It manages over 50 properties around the world and has 300,000+ members. It manages two brands: Marriott and Ritz-Carlton. As in most hospitality companies, the customer experience on-property is key to the ongoing success of the company. In timeshare however, the added challenge lies in the fact that on-property guests are also owners. They own a part of the property (be it a week or points) and with that have very different expectations. 

It was my responsibility to capture these expectations to ensure that the organization delivered against them continuously. 

What I am most proud of at my time at Marriott:

1. I transformed my team from an average performing one to a highly engaged team. I received a top 5 percentile score on the Gallup Engagement Survey after managing the team for a year. 

2. I utilized a choice-based technique to identify the most important features of the new product which resulted in one of the highest adoption rates of the new points based product in the industry. 

3. I developed a completely internally managed survey-analytics process enabling my team to capture and analyze customer feedback within days rather than weeks. This helped our property managers to take action fast based on the customer´s voice resulting in significant year over year increase in on-property satisfaction scores.

Sr Director Voice of Customer

GE Capital is the financial services division of GE. I specifically worked for the private label credit card group, where we assumed responsibility for multi-million dollar credit portfolios of leading US retail brands such as Wal-Mart, Dillards, GAP or Lowes. 

I was hired to help the portfolio marketing teams understand who their customers were and how we could interact with them differently to increase card usage. The idea hereby was to utilize the Six Sigma methodology to reduce customer attrition, which was a million dollar problem for GE. 

While I worked out of HQ in Stamford, I was soon interacting in person with key account teams. And in the case of Dillard´s served as an interim analytics lead to fill talent gaps. Through utilizing my team of analysts in India, I introduced a standardized methodology of segmenting the credit customer base using vast amounts of credit and retail shopping data. The results were then applied to change communication strategies and offers.

Black Belt Retention

Customer and Employee Experience | Human Leader | Humanising Business and Life | Coach

We humans are fascinating beings. I have been studying ourselves since 2001. First through customer research and in-depth behaviour analysis and more recently through employee and well-being research. Listening and understanding motivations, fears, dreams and wants are my passions. 

My unique energy is seeing and guiding people and with that organisations towards their great potential. I firmly believe we have so much growth ahead of us and that humans who truly honour, treasure and empower themselves and others will thrive. 

I help organisations through this understanding to create the best employee and customer experiences as well as create magical thought leadership. 

I write about a more human centric world and way of being. I share my magical questions and research principles to help my community see and understand. 

Contact me if you too want to create a human-centric world in your organisation through the application of research and insights. 

Core Competencies:
Marketing Strategy • Employee Engagement Change Agent • CRM/Customer Experience • Market Research • Data Capture • GDPR • Customer Insights • Analytics & Research Techniques • Multinational Team Leadership • Key Stakeholder Relations • Budgeting • Project Management

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