Experience

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  Affinity Water

  • Hatfield, England, United Kingdom

  • Customer Engagement Manager

    • Jan 2021 - Present
    • Hatfield, England, United Kingdom

    • Created and lead a team of 5 FTE, responsible for research, insights and recommendations to improve customer experience and satisfaction. Using a range of sources, including customer surveys, voice to qual and quant research, customer and colleague panels, complaints and voice to text analysis, with an annual budget responsibility of +£1m. • Established & lead monthly Customer First forum for CEO and C-suite members to elevate the Voice of the Customer and drive improvements in customer experience.• Implemented and embedded the market leading customer conversational and analytics platform (Qualtrics), including customer surveys, voice to text analytics, social media listening and automated call quality assurance and advisor scoring, to create an omni-channel customer view and step-change understanding how customers feel about their experiences with Affinity Water.• £1.1m pa. reduction Affinity Water’s Customer Satisfaction regulatory penalty (C-MeX) through identifying the drivers of customer satisfaction with analysis and strategic recommendations, then working cross-functionally on improvement plans including optimising customer journeys and business processes.• Responsible for customer insight to support and shape the 5-year Price Review process (PR24) to achieve a successful outcome, through providing robust and representative customers research and engagement activities. Overseeing strategic research, performed internal and by external agencies on customer expectations on service, society and the environment.• Creating a culture of insight led decision making through design and embedding a Customer Engagement strategy to firmly place customers at the heart of our business, including establishing an insight centre of excellence, insight library and company-wide knowledge sharing.

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  Costa Coffee

  • United Kingdom
  • Retail
  • 700 & Above Employee

  • Analytics Insight Manager

    • Mar 2019 - Dec 2020

    • Managing Costa’s customer survey programme, including store target setting and in-depth analysis on the customer experience of Costa’s products and services from the +1m responses, then working internally to translate insight into action. Accountable for ensuring a robust and representative survey program and managing the associated external agencies to deliver quality of service and system enhancements. • Responsible for UK Food insights then overlaying internal sales to present strategic recommendations for category management and future growth. Partnering with the UK Food Team and working closely with suppliers and external agencies to analyse Costa’s Food performance vs. the market. • Customer analysis on products, campaigns and purchase repertoire, with consumer profiling, base movement and segmentation, then aligning with quantitative and qualitative research to create clear narratives and actionable insight for category management and product range reviews to drive profitable sales growth.

  • Customer & Brand Loyalty Analysis Manager

    • Jan 2016 - Mar 2019

    • Established monthly reporting, analysis & commentary on Coffee Club to support the CRM and Digital teams. • An integral member of the London Met new concept store team, analysing store and product performance, customer behaviour and sales growth, and effectiveness of concepts, including Pre vs Post analysis.• Providing campaign analysis, evaluation and recommendations through the use of Coffee Club to understand product performance and customer purchasing behaviour, including email campaign effectiveness and ROI.• Championing loyalty and customer analytics and supporting system development including a new CRM platform.• Comprehensive analysis on impact to customers following price increases, with recommendations to the Board.

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  ArjoHuntleigh

  • Sales Excellence Lead & Finance Business Partner (Interim)

    • Mar 2015 - Dec 2015

    • Providing robust and focused support and leadership for the financial and operational performance of the Sales and Marketing directorates, driving incremental performance, including product pricing for +£1m tenders.• Design, build and implementation of a weekly Sales forecasting tool to provide highly accurate visibility of product performance, including facilitation of weekly trading meetings with Sales teams and Directors, FD and Country MD.• UK Salesforce.com lead on all UK aspects of the CRM system, including user and account mapping and analysis.• Assisting the core Finance team with month-end results, budgeting, SAP implementation and adhoc requirements.• Principal Finance lead on the Global Pricing Project to realign product pricing and discounts, including data validation, baselining achieved sale prices and calculating the commercial impacts of price changes.

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  EE

  • United Kingdom
  • Telecommunications
  • 700 & Above Employee

  • Commercial Manager, Small Business Marketing.

    • Jul 2013 - Jan 2015

    • Managing the weekly trading and forecasting process, with channel partnering to drive high performance, achieving year on year base growth of 3% to 1.1m customers and Net Adds increase of 29%.• Delivering weekly Board level trading reporting, analysis, commentary and recommendations, presenting to the Small Business Marketing Director and Chief Officer of Non Consumer.• Introduced detailed analysis and recommendations to extend market penetration and deliver incremental connections, upgrades, and churn reductions, including a £5m saving through customer behavior analysis with subsequent change in policies. Churn analysis has led to market leading performance of 1.1% per month.• Developed and maintained device trading models with responsive scenario planning on £160m customer investment to react quickly to fast pace market conditions, and support the setting of commercial policies to realise budgets. The planning models were integral to achieving increased revenue of 3% whilst reducing the cost of acquiring new customers by 4% year on year.• Value reviews on channel, segment and tariff portfolio supporting revenue generation and cost saving initiatives, including Retail performance improvement strategy and implementation to increase sales by 15%.• Supporting the creation of yearly and quarterly budget setting process with £500m revenue target and £260m Direct Margin, and with working with Commercial Finance and channels to formulate operational targets. • Supporting the commercial team, the wider Small Business directorate and Commercial Finance on business case, commercial evaluations, adhoc analysis and campaign execution on tariffs and proposition launches.

  • Indirect Channels Commercial Analyst / Manager. Value Management

    • Mar 2011 - Jun 2013

    • Dealer & Distributor Principal Analyst, establishing long-term deals with indirect partners through commission scheme builds, business casing, business partnering and negotiation, generating £255m annual revenue.• Evaluation of financial metrics including ROI, Gross Margin, Customer Lifetime Value and tenure by channel, tariff and device.• Providing robust MI and recommendations to drive informed decision-making for future deal structures to underpin investment strategies and a competitive position within the indirect market, including CPW and P4U.• Presenting commercial reviews to external accounts and Senior Managers to identify key performance areas including revenue, pricing, device ranging and quality of business including fraud and bad debt.• Principal Analyst on Tesco, Argos, Asda & Shop Direct for Pre Pay, working collaboratively with the accounts, Channel Managers and Proposition teams to increase market share, revenue and profitability.

  • Commercial Retention Analyst. T-Mobile Post Pay Base Management.

    • Feb 2010 - Feb 2011

    • Primary analyst within the In-life base management team with an annual budget of £250m to drive cost effective loyalty and retention whilst delivering effective CRM programs and world class customer experience.• Supporting the Customer Services capability through call centre visits; briefing and training agents on policies, retention offers and campaign execution, with feedback to drive improvements in customer experience. • Analysis, insights and monitoring of retention rates by Customer Service sites, teams and agent to identify and lead on improvement opportunities with regular briefings and recommendations to Director level.• Analysis and recommendations on the profitability and effectiveness of campaigns, tariffs and devices to retain customers, along with cost savings and associated implications to revenue, profit and customer base.• Primary analyst on a T-Mobile and Orange joint venture roadmap focusing on customer value for acquisition and retention over a six year period, through both direct and indirect touch-points.

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  T-Mobile

  • Hertfordshire

  • Commercial Retention Analyst. Planning & Analysis. T-Mobile Loyalty & Retention.

    • Feb 2008 - Jan 2010
    • Hertfordshire

    • Responsible for all actual, forecasted and budget analytics including product sales and cost analysis.• Jointly responsible for yearly planning forecast and quarterly target settings of KPIs through liaison with other departments, including CS & Finance to agree KPI’s with objective to reduce churn and increase revenue.• Analysis, reporting and recommendations on churn reduction initiatives to realise an £8.2m revenue benefit.

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  T-Mobile

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Commercial Retention Analyst. Pre Pay. Loyalty & Retention. T-Mobile (UK) Ltd.

    • Nov 2006 - Dec 2007

    • Revenue and Campaign insight and analysis, contacting Pre Pay customers to stimulate usage, including business casing, campaign design and post implementation reviews to maximise revenue opportunities.

  • Business Analyst. e-Optimisation Customer Service.

    • Sep 2005 - Oct 2006

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  Hertfordshire Constabulary

  • Business Analyst.

    • Feb 2004 - Aug 2005

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  Bedfordshire Police

  • Management Information Officer.

    • Aug 2002 - Jan 2004