Experience

The Tecsa Group

• Business Consulting and Services
• 1 - 100 Employee

• Partner

  • Apr 2019 - Present



cube23 consulting

• Business Consulting and Services

• Managing Director

  • Jan 2019 - Present



AS Watson

• Retail
• 700 & Above Employee

• General Manager, Asia & Europe, Group CRM

  • Mar 2015 - Jan 2019

• Head of Group CRM - Asia & Europe

  • Dec 2011 - Mar 2015

  I lead the A.S. Watson Group CRM teams in Asia and Europe to integrate CRM into the heart of the business, leveraging data insights and analytics and develop a stronger and closer relationship with the customer and drive value to them and value to our business. • Develop and own the CRM and Customer Strategy in AS Watson• Lead the execution and implementation of the Customer Strategy across departments and Business Units globally• Lead the development of the Customer Insight and Analytics teams in London and Asia to build frameworks and advanced analytics for the Business Units and Group • Develop and Commercialise the customer insight to ASWatson Global Suppliers for category growth and addition CRM co-operation and income• Built the business requirements and driven the implementation of a single customer management database, reporting and analytics tool customer data to help in retail decision making such as range and assortment decisions at a store level, price and promotion analysis and development, events and promotion analysis, store clustering, and merchandising decisions. • Accountable to Group Directors and CEO’s of all ASWatson retail brands in 32 markets Show less

• Senior Manager - Group CRM Strategy (Europe)

  • Jun 2010 - Dec 2011

  Role: Scoping, designing, developing and implementing CRM/Loyalty programmes for A.S. Watson's retail brands across Europe.Formed in 1828, A.S. Watson has evolved into an international retail and manufacturing business with operations in 34 markets worldwide. The Group operate 20 retail brands with over 8,800 retail stores from health & beauty chains, luxury perfumeries & cosmetics to its food, electronics, fine wine and airport retail arms.The Group employs 87,000 people and serves +25 million customers per week Show less



Sony Electronics

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• CRM & Loyalty Senior Manager, Sony Europe

  • Sep 2008 - Jun 2010

  I was approached by Sony in 2008 to develop the CRM & Loyalty strategy for their direct channel retail store in Europe – Sony Style Stores and Sony Style online. It was my task alone to build this area and prove to the rest of the business that by building a relationship with the consumer through the direct channel, Sony can start to drive improved customer satisfaction, a retained customer based and loyalty. My budget was €1million to scope, build, deliver and implement a CRM/loyalty programme scalable across the direct retail store in Europe. In addition to the programme side was the development, planning, creation and implementation of the entire customer proposition including data analytics requirements, customer marketing through trigger emails, segmented emails and DM and in-life customer journey comms. All of this was only actionable through the complete Customer Experience Management co-ordination and systems interfacing. This was managed through all customer touchpoints – store, email, web, call centre, repair centres and third party services. The project has been a success with the programme delivered, implemented and live on time. The customer marketing is now centrally co-ordinated and we have a single voice to the customer with a single customer view to the business through all touchpoints. Show less



Aimia Inc

• Canada
• Capital Markets
• 200 - 300 Employee

• Head of Rewards

  • May 2002 - Aug 2008

  In May 2002 I was invited into the launch team of the first coalition loyalty programme in the UK to delevop their reward proposition for points collectors. Nectar is now well established as the leading loyalty programme with over 17 million active collectors. I was promoted from Rewards Development Manager to Head of Rewards on July 2004, I was responsible for the complete Reward offering including the strategy and commercial modelling of all major reward partners within the Nectar programme, which ultimately account for £180m worth of reward redemptions per year. Key Achievements: - Nectar Wine Club. Initiated as part of my brand-stretch project to increase revenue into the business through affinity partnerships. - Nectar to your Door. Sole responsibility for project initiation, planning, contracting and launching our own in house merchandising redemption category. Utilising existing retail fulfilment channels, but also developing third party distribution and manufacturer direct relationships - Card Swipe (Retailer) Real Time Redemption. Delivered a key USP for Nectar that allows Nectar card holders to instantly redeem at certain high street retailers – Argos, Debenhams,Thomson, Merlin Group, Blockbuster – thus eliminating the need for vouchers, and delivering greater value for the customer, and providing LMUK with absolute data on the redeemers – who, when, where, how much, what product etc. Over £60m of Nectar effected Sales now go through Real Time redemption per year through 3rd parties - Online Real Time Redemption. Project Sponsor for development and implementation of web-based real time redemptions for www.ebookers.com and www.cd-wow.com. Each was on time, under budget and has outperformed forecasts from redemptions with over 1 million points per day being redeemed. Show less



Motivano

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Partnership Development Manager

  • Feb 2000 - May 2002

  Motivano are one of the UK’s leading on-line HR solutions provider specialising in Benefits Management, Employee management, company intranets and value-added tools such as an eHR suite, and employee savings portfolio. My main responsibilities were - - Plan, resource and implement the affinity partners for the UK travel strategy in line with end-user requirements. - Negotiate contracts for both online and offline suppliers that meet the safety, quality, price and terms specified by the business. - Product marketing, and customer care management - Manage the supplier relationship through regular review and contact Show less



Heathrow

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Business Development Manager

  • Apr 1998 - Mar 2000



United Touring Company

• European Sales Manager

  • Jun 1995 - Feb 1999