Experience

Cycling UK

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Head of Commercial

  • May 2020 - Present

  Responsible for selecting and managing commercial partners including those which provide services for members (e.g. insurance, legal advice) both to ensure excellent service for members and maximise commercial revenue. Lead on development of employer membership offer to support employers to encourage more employees to cycle, including developing and managing our partnerships with other suppliers to employers.Working alongside the income generation, and other teams, to develop other commercial products and revenue streams.

• Membership Operations Manager

  • Oct 2019 - May 2020

  • Day to day operational management of the membership service function and team• Overall membership activity including inbound/outbound phone calls and specific campaigns (e.g. Gift Aid and marketing/fundraising); membership/donation/legacy administration; data management and CRM; and report processing, checking and analysis• Delivery of an excellent member experience through optimised call guidelines for acquisition and retention, training the team, monitoring and evaluating calls and feedback from members• Management of relationships with external suppliers and key commercial partners linked to membership, in particular for insurance and legal support• Delivery of the fulfilment process for new joiners, existing members at renewal and ongoing engagement campaigns (e.g. long-standing member mailing)• Continuous improvements to membership experience and operational processes; to support IT with move to digital led approach and more integrated CRM system • Membership team leadership, training, coaching, mentoring, personal development, performance management and appraisals• Member complaint management, resolution and reporting

• Membership & Supporter Care Leader

  • Jan 2019 - Sep 2019



CS Healthcare

• United Kingdom
• Insurance
• 1 - 100 Employee

• Deputy Chief Executive

  • Nov 2012 - Nov 2018

  * Managed a strategic review of sales and marketing functions, developing and communicating recommendations to Board for agreement and subsequent implementation* Complete re-engineering of B2C sales process, building bespoke Microsoft Dynamics CRM system to support inbound/outbound sales call scripts/workflow, resource requirements and detailed reporting on sales performance. Recruitment and training of a dedicated B2C tele-sales team and integration of Dotmailer software to automate elements of the follow-up process* Embedding a sales performance culture aligned to corporate values of service excellence and mutuality. Individual training and competency assessments, quality assurance reviews, customer outcome surveys, compliance and retention audits* Developed marketing strategy and detailed operational plan following market segmentation analysis; identifying new opportunities to diversify outside of core civil service audience* Designed and built a compelling B2B health and wellbeing proposition delivering individual employee health checks as a branded experience into the work place, increasing access into Government departments, education and NDPB sectors* Launched new, low cost health insurance product: HealthBridge designed to bridge the gap between NHS and private healthcare provision* Championed integration of Trustpilot as external validation of existing member satisfaction resulting in an industry leading review score of 8.5 out of 10 (4 stars) * Oversaw delivery of brand refresh to ensure consistency between online and offline marketing material and promotional collateral* Managed successful delivery of a 10 year commitment to provide premium rebates to a large group of long standing members, engaging and communicating with multiple stakeholders (including the regulator)* Reputation management through public relations, social media and industry commentary* Member consultation on company name and eligibility

• Director of Marketing, Distribution and Membership Services

  • Jan 2004 - Oct 2012

  * Development, execution and communication of sales, marketing and distribution strategy linked to delivery of key strategic objectives* Management of forecasting, planning and budgeting to deliver targets relating to multi-channel sales strategy; including direct B2C/B2B, specialist intermediaries and affinity partner distribution* Control of sales and marketing budget including commercial relationships with key partners/suppliers necessary to deliver strategic objectives* Website design, functionality and user experience, including optimisation of quote funnel, online search and digital agency management for PPC, SEO and content* Retention programme to protect existing membership base* Communication/analysis of marketing and sales activity to Board, senior management and staff * Member-facing service activities delivered through membership contact centre: sales fulfilment, policy administration, mid-term amendments, annual renewal cycle and complaint resolution* Development and communication of brand, corporate identity and overall value proposition* Delivery of mutual ethos and values through member engagement activities (CARE magazine, member feedback forums, research and AGM) * Research and analysis to support new product development, existing product extensions and competitor market intelligence* Production and creative for all branded marketing/promotional collateral and policy documentation * Leadership, recruitment and development of direct reports and overall performance of the team

• Marketing & Membership Services Manager

  • Nov 1999 - Dec 2003

  Responsible for all customer-facing service activities in relation to new member acquisition, existing member customer service and retention.Sales, distribution development, website, marketing, public relations, product development and all aspects of internal and external communications.Team training and personal development, performance management, coaching and mentoring.



Unum

• United States
• Insurance
• 700 & Above Employee

• Senior Health & Travel Underwriter

  • Sep 1996 - Oct 1999

  Integral member of a start-up team responsible for integrating accident and health products into Unum’s existing range of protection insurance. Planning market entry and delivery of multi-channel sales strategy including direct, broker and affinity partner distribution. Development and implementation of policy and claims system to support administration of new product range into both general insurance and Lloyd’s broker markets. Broker business account development and product training programme. Technical underwriting and pricing of individual, voluntary and group scheme risks. Achievements * Managed successful launch of new products to market and rapid sales growth. Grew book of personal accident, sickness and travel insurance from scratch to over £2m in less than 18 months * Implementation of cross-selling initiatives to maximise sales to existing client base of SME’s and employee benefit providers * Introduction of new systems and processes within membership team to stream line policy issuance, manage claims information, maximise renewal retention and reconcile premium accounting * Created presentation and tour experience to show case rehabilitation facilities and the benefits of a branded ‘back to work’ programme



AIG

• United States
• Insurance
• 700 & Above Employee

• Accident & Health Underwriter

  • Oct 1990 - Aug 1996

  Individual ownership of £1m corporate personal accident and travel account covering Croydon and Watford offices. Responsible for new business acquisition, broker panel management and retention of existing schemes for both voluntary and corporate accounts. Achievements * Design and delivered product presentations and training to large voluntary group scheme administrators * Development and implementation of new quotation, policy and premium collection system to support UK branch administration process * Successful renewal of large voluntary group schemes over 6 year period, including Tesco, Ford, Hewlett Packard and British Airways