Director of Insurance Operations

• Jul 2021 - Present

Marketing Director

• Sep 2019 - Jun 2021

Responsible for the strategic direction of over 5 million travellers across 10 direct to consumer brands, for the UK’s largest travel insurance provider.• Restructured marketing team of 18 across omni-channel marketing team structure• Realigned marketing strategy to the future of UK travel insurance industry• Launched first product in diversification roadmap• Launched industry first multi-year travel insurance product• Rationalisation of marketing budget resulting in 5% increase in ROI• Led business through organisational change and impact of Covid-19

Managing Director

• May 2015 - Feb 2019

Responsible for the strategic and operational oversight and governance of a full-service direct to consumer insurance Managing General Agent (MGA).• Led cultural and operational change of a turnaround niche insurance business• Full P&L ownership for £15m GWP business unit• 30% increase YOY in NB sales• 2% increase in retention rate, 1.5% decrease in cancellation rate• 4%-point reduction in Loss Ratio - returning insurance book to underwriting profit• Outperformed EBITDA plans by 10+% during managed period of stabilised growth• Improved NPS by 15% through strategic review of customer experience• Achieved 20+ point improvement in staff engagement• Reduced reliance on single distribution channel from 95/5 to 65/35 - PPC, Programmatic, SEO, Social Media, Aggregators and Affiliates• Led change project to design & build CRM operating system from procurement to implementation and migration of existing customer base of 60k customers, digitising the full customer journey• Restructured resource model to improve quality and compliance KPI’s across all operational areas – 30% reduction in call abandon rate, 10% increase in identification of claims leakage, 10% reduction in staff turnover• Steered GDPR project to ensure business aligned with significant change in UK legislation• Introduced 3LOD approach to auditing & compliance in line with Lloyd’s minimum standards conduct risk framework• Insurer relations – oversight of all areas of cover holder management and Lloyd’s service provider• Led change of insurance carrier through RFP & selection process to appointment and implementation • Introduced career pathing for junior operational roles of flat structured business• Introduced organisational annual training & competency plan• Led review of company benefits, improved sickness and holiday benefits and market rating for all roles• Management of all outsourced third-party relationships, Technology Partner, Digital Agency, HR, Legal, & Compliance Consultants

Head Of Marketing

• Nov 2011 - May 2015

Headed up the marketing function of a niche provider of pet insurance, focussing on direct, online, aggregator, affiliate and affinity channels. • Formed marketing team to support future growth in stable distribution channels • Realigned distribution model with UK market to generate circa 30k NB policies at CPA of £30 resulting in YOY 20% net policy growth • Responsible for marketing programs across North America, Canada and UK • Rationalisation of marketing spend resulting in 70% reduction in CPA • Management of all UK aggregator relationships • Delivered new aggregator relationship generating 30% net growth to new business volumes • Delivered new website to realign brand and optimise online conversion for both aggregator and direct channels resulting in 10-point conversion increase on direct site and 5% via aggregator channel • Acquired consumer credit licence to compliantly provide monthly instalment programme resulting in circa £500k annual fee income

Marketing Manager (Fixed Term Contract)

• Jun 2011 - Nov 2011

• Responsible for delivering a rebrand for the Motor insurance group and set communications strategy for broker, intermediary and direct markets • Responsible for delivering a rebrand for the Motor insurance group and set communications strategy for broker, intermediary and direct markets

Marketing Manager

• Feb 2009 - Mar 2011

Responsible for the marketing and communications, developing brand awareness and new business through the promotion of new and existing commercial insurance products to the UK insurance broker market. Group PA & Travel, Liability, Commercial Combined & Package, Charities, Hired in Plant and Financial Lines Insurance productsAchievements• Planned and delivered marketing and sales plans for 3 underwriting agencies• Responsible for the brand development and production of all sales, marketing and product material• Developed and delivered Charity insurance proposition in conjunction with insurer partner – defined target segments, selected strategic broker partners and delivered £250k new business from launch• Delivered business development agreements totalling £500k GWP through targeted strategic partner marketing initiatives

Marketing Manager

• Aug 2005 - Feb 2009

Held a number of marketing management roles across various divisions within the group including broking, direct and underwriting divisions, providing a marketing consultancy service to strategic business units within the group. Responsible for the planning and delivery of strategic and tactical marketing plans for niche insurance businesses.• Provided marketing consultancy for up to 14 strategic business units. Responsible for the marketing of standard and non-standard insurance products through the wholesale intermediary (broker & affinity), B2B and direct distribution channels• Responsible for brand consistency across all product and marketing material and messaging for up to 14 Retail and Wholesale (underwriting agency) business units • Development and delivery for sales and marketing management information • Coordinated and designed sales training for a range of personal and commercial insurance products for retail brokers• Marketing insurance products including, Home, Motor, Liability, Travel, Group PA & Travel, Commercial Combined & Package & Niche Lines• Delivered sales incentive campaigns through retail brokers through combination of financial and non-financial incentive campaigns• Managed & delivered strategic review for Corporate Retail Broker generating new business insurance sales from SME’s, resulting in a new business pipeline of circa £500k+• Managed & delivered strategic review of direct mail/email and telesales programme for Commercial Retail Brokers, resulting in 0.25% increase in response rate and circa £8k increase in monthly income

Marketing Campaign Manager

• Feb 2004 - Aug 2005

• Managing the direct marketing programme for near-prime credit cards • Managing the direct marketing programme for near-prime credit cards

Senior Marketing Executive

• May 1999 - Feb 2004

• Marketing management of insurance products including, Home, Motor, Travel, Caravan, Pet, & Boat • Marketing management of insurance products including, Home, Motor, Travel, Caravan, Pet, & Boat