Experience

Antavo Loyalty Management Platform

• Chief Customer Officer at Antavo Loyalty Management Platform

  • Dec 2021 - Present

  Improving the Customer Experience across all of Antavo's service delivery - from CX, Success, Support to Professional Services. Helping our customers exceed their loyalty program objectives with best use of their loyalty technology and through optimising their loyalty strategy & execution. Responsible to deliver the Customer P&L with a global team of 30+ colleagues. - Introduced VoC tracking & improved Customer Sentiment by 20 points - Successful launch of >20 loyalty programs with… Show more Improving the Customer Experience across all of Antavo's service delivery - from CX, Success, Support to Professional Services. Helping our customers exceed their loyalty program objectives with best use of their loyalty technology and through optimising their loyalty strategy & execution. Responsible to deliver the Customer P&L with a global team of 30+ colleagues. - Introduced VoC tracking & improved Customer Sentiment by 20 points - Successful launch of >20 loyalty programs with our customers - Reduced Incident Resolution time by 40% with better prioritisation and resolution processes

• VP EMEA & Lead Strategist

  • Apr 2018 - Nov 2021

  Antavo is a leading customer loyalty technology for retail & fashion. We provide a SaaS platform and consulting support to create loyalty programs that can change customer behaviour. You can bond with your customers beyond transactions, and build loyalty through engagement, exclusivity and advocacy. As VP EMEA I am leading our expansion in the region - building a larger client base, driving more product adoption and building the profile of Antavo. As our Lead Strategist I provide… Show more Antavo is a leading customer loyalty technology for retail & fashion. We provide a SaaS platform and consulting support to create loyalty programs that can change customer behaviour. You can bond with your customers beyond transactions, and build loyalty through engagement, exclusivity and advocacy. As VP EMEA I am leading our expansion in the region - building a larger client base, driving more product adoption and building the profile of Antavo. As our Lead Strategist I provide customers & partners with thought leadership on all aspects of customer loyalty - how to create it, how to measure it, how to deepen it - and how to commercialise it. I believe in vast untapped potential for brands, retailers & service providers to make our customers' experiences better and more meaningful and I am excited to play a role in making this happen.



Let Me Inn

• Hungary
• Hospitality
• 1 - 100 Employee

• Board Member

  • Jun 2018 - Jul 2020

  Member of the Non-Executive Board & Angel Investor, supporting growth of this hospitality business to >2m€ ARR before falling victim to COVID travel shutdown. Member of the Non-Executive Board & Angel Investor, supporting growth of this hospitality business to >2m€ ARR before falling victim to COVID travel shutdown.



Roegler Consulting

• United Kingdom
• Advertising Services

• Independent Management Consultant

  • Aug 2011 - Apr 2018

  I worked with EMEA based brands to optimise their CRM and CX efforts to improve customer loyalty and increase value from the existing customer base in a mix of project work and interim management. - Developed Reactive Retention Strategy and new Retention Reporting for market-leading insurance in France projected to retain >10k customers & deliver >200k€ in profit p.a. - Optimised invoicing & payment CX for domestic emergency membership business in Spain with focus on churn… Show more I worked with EMEA based brands to optimise their CRM and CX efforts to improve customer loyalty and increase value from the existing customer base in a mix of project work and interim management. - Developed Reactive Retention Strategy and new Retention Reporting for market-leading insurance in France projected to retain >10k customers & deliver >200k€ in profit p.a. - Optimised invoicing & payment CX for domestic emergency membership business in Spain with focus on churn reduction. Campaign delivered >800% ROI in year 1 alone with a >10% churn reduction - Incubated a global best practice initiative for customer loyalty teams across 6 countries Show less I worked with EMEA based brands to optimise their CRM and CX efforts to improve customer loyalty and increase value from the existing customer base in a mix of project work and interim management. - Developed Reactive Retention Strategy and new Retention Reporting for market-leading insurance in France projected to retain >10k customers & deliver >200k€ in profit p.a. - Optimised invoicing & payment CX for domestic emergency membership business in Spain with focus on churn… Show more I worked with EMEA based brands to optimise their CRM and CX efforts to improve customer loyalty and increase value from the existing customer base in a mix of project work and interim management. - Developed Reactive Retention Strategy and new Retention Reporting for market-leading insurance in France projected to retain >10k customers & deliver >200k€ in profit p.a. - Optimised invoicing & payment CX for domestic emergency membership business in Spain with focus on churn reduction. Campaign delivered >800% ROI in year 1 alone with a >10% churn reduction - Incubated a global best practice initiative for customer loyalty teams across 6 countries Show less



The Regus Group

• United States
• Leasing Non-residential Real Estate
• 100 - 200 Employee

• Global Director of CRM

  • Jun 2014 - Apr 2016

  Reporting to Group CMO, I led the development of a customer contact strategy via digital and non-digital channels. Maintained CRM activity through departmental restructure and implemented new planning & execution processes for global CRM activity in 50+ countries with our local marketing teams. - Launched new customer engagement email program delivering £2m incremental revenue per month - Developed revised customer & prospect segmentation strategy - Switched Marketing Technology… Show more Reporting to Group CMO, I led the development of a customer contact strategy via digital and non-digital channels. Maintained CRM activity through departmental restructure and implemented new planning & execution processes for global CRM activity in 50+ countries with our local marketing teams. - Launched new customer engagement email program delivering £2m incremental revenue per month - Developed revised customer & prospect segmentation strategy - Switched Marketing Technology Stack and reduced operational costs by >50% - Implemented global retargeting program with 600% ROI Show less Reporting to Group CMO, I led the development of a customer contact strategy via digital and non-digital channels. Maintained CRM activity through departmental restructure and implemented new planning & execution processes for global CRM activity in 50+ countries with our local marketing teams. - Launched new customer engagement email program delivering £2m incremental revenue per month - Developed revised customer & prospect segmentation strategy - Switched Marketing Technology… Show more Reporting to Group CMO, I led the development of a customer contact strategy via digital and non-digital channels. Maintained CRM activity through departmental restructure and implemented new planning & execution processes for global CRM activity in 50+ countries with our local marketing teams. - Launched new customer engagement email program delivering £2m incremental revenue per month - Developed revised customer & prospect segmentation strategy - Switched Marketing Technology Stack and reduced operational costs by >50% - Implemented global retargeting program with 600% ROI Show less



Promeo

• France
• Leasing Real Estate
• 1 - 100 Employee

• Founder & Career Coach

  • Aug 2011 - Aug 2014

  We started Promeo in 2011 to help candidates market themselves more effectively in the recruitment process. Drawing from our own extensive experience as recruiters, we have developed a methodology to develop job applications with more authenticity, impact and success. Exited the business to focus on my loyalty marketing career We started Promeo in 2011 to help candidates market themselves more effectively in the recruitment process. Drawing from our own extensive experience as recruiters, we have developed a methodology to develop job applications with more authenticity, impact and success. Exited the business to focus on my loyalty marketing career



HomeServe

• United Kingdom
• Individual and Family Services

• Interim Director of Loyalty

  • Jan 2013 - May 2013

  Creating a new role for Homeserve to coordinate and drive the worldwide loyalty & retention activities. Creating a new role for Homeserve to coordinate and drive the worldwide loyalty & retention activities.

• Interim Commercial Director

  • Feb 2012 - Oct 2012

  As interim commercial director I was responsible for the implementation and execution of all marketing activity and the development of new sales partnerships for Homeserve. - Executed first ever direct mail campaign with regional partner As interim commercial director I was responsible for the implementation and execution of all marketing activity and the development of new sales partnerships for Homeserve. - Executed first ever direct mail campaign with regional partner



Domeo S.A.

• Retail Apparel and Fashion

• Product & Brand Director

  • Jan 2010 - Aug 2011

  Part of the global Homeserve group, Domeo delivers emergency home assistance services to its subscribers. With 800k customers and 2.0m policies, Domeo is market leader in France. Managing an annual budget of 1.2m and a team of 14, I was responsible for the development and evolution of Domeo's product portfolio, external research, brand positioning and communication as well as Domeo's pricing strategy. - Delivered 3 new product lines, exceeding sales conversion objectives by over… Show more Part of the global Homeserve group, Domeo delivers emergency home assistance services to its subscribers. With 800k customers and 2.0m policies, Domeo is market leader in France. Managing an annual budget of 1.2m and a team of 14, I was responsible for the development and evolution of Domeo's product portfolio, external research, brand positioning and communication as well as Domeo's pricing strategy. - Delivered 3 new product lines, exceeding sales conversion objectives by over 200% - Achieved 10% penetration of policy portfolio from new products after 2 years, 1 year ahead of schedule - Drove €4m in additional profit through new pricing strategy Show less Part of the global Homeserve group, Domeo delivers emergency home assistance services to its subscribers. With 800k customers and 2.0m policies, Domeo is market leader in France. Managing an annual budget of 1.2m and a team of 14, I was responsible for the development and evolution of Domeo's product portfolio, external research, brand positioning and communication as well as Domeo's pricing strategy. - Delivered 3 new product lines, exceeding sales conversion objectives by over… Show more Part of the global Homeserve group, Domeo delivers emergency home assistance services to its subscribers. With 800k customers and 2.0m policies, Domeo is market leader in France. Managing an annual budget of 1.2m and a team of 14, I was responsible for the development and evolution of Domeo's product portfolio, external research, brand positioning and communication as well as Domeo's pricing strategy. - Delivered 3 new product lines, exceeding sales conversion objectives by over 200% - Achieved 10% penetration of policy portfolio from new products after 2 years, 1 year ahead of schedule - Drove €4m in additional profit through new pricing strategy Show less

• Head of Retention

  • Feb 2008 - Jan 2010

  Homeserve UK offers emergency home assistance contracts. With a portfolio of 3.2m customers and 7.3m policies in the UK and over 4.5m customers with 10.2m policies worldwide, Homeserve is the global leader in this industry. I was responsible for the end-to-end creation and execution of the customer retention activities to deliver £152m in income. - Exceeded profit target by £8m through improved retention rate and segmented pricing initiatives - Launched customer magazine driving up… Show more Homeserve UK offers emergency home assistance contracts. With a portfolio of 3.2m customers and 7.3m policies in the UK and over 4.5m customers with 10.2m policies worldwide, Homeserve is the global leader in this industry. I was responsible for the end-to-end creation and execution of the customer retention activities to deliver £152m in income. - Exceeded profit target by £8m through improved retention rate and segmented pricing initiatives - Launched customer magazine driving up customer satisfaction scores & delivering £600k annual profit - Improved customer conversion through call center activities by 30%+ - Built the retention unit from scratch to a team of 9 marketing managers - Presented retention strategy regularly at board level for sign-off and budget release Show less Homeserve UK offers emergency home assistance contracts. With a portfolio of 3.2m customers and 7.3m policies in the UK and over 4.5m customers with 10.2m policies worldwide, Homeserve is the global leader in this industry. I was responsible for the end-to-end creation and execution of the customer retention activities to deliver £152m in income. - Exceeded profit target by £8m through improved retention rate and segmented pricing initiatives - Launched customer magazine driving up… Show more Homeserve UK offers emergency home assistance contracts. With a portfolio of 3.2m customers and 7.3m policies in the UK and over 4.5m customers with 10.2m policies worldwide, Homeserve is the global leader in this industry. I was responsible for the end-to-end creation and execution of the customer retention activities to deliver £152m in income. - Exceeded profit target by £8m through improved retention rate and segmented pricing initiatives - Launched customer magazine driving up customer satisfaction scores & delivering £600k annual profit - Improved customer conversion through call center activities by 30%+ - Built the retention unit from scratch to a team of 9 marketing managers - Presented retention strategy regularly at board level for sign-off and budget release Show less



Allianz

• Germany
• Financial Services
• 700 & Above Employee

• Consultant Strategic Innovation

  • Oct 2006 - Feb 2008

  - Led development of new product line with annual profit estimate >£1m to successful board approval - Conceived turnaround strategy for B2B insurance broker centred around new marketing strategy - Developed and implemented new product development process for Allianz UK - Led development of new product line with annual profit estimate >£1m to successful board approval - Conceived turnaround strategy for B2B insurance broker centred around new marketing strategy - Developed and implemented new product development process for Allianz UK



British Telecom

• Computer Networking
• 500 - 600 Employee

• Head of Retention BT Broadband

  • Oct 2004 - Jul 2006

  Responsible for the retention of 1.6m broadband & 0.8m dial-up customers, managing team of 6 and budget of 10.2m GBP - Reduced customer churn by over 10% saving 60k customers and £18m in revenue - Led redesign of installation process from product & package redesign to targeted outbound calling by our CIA (connectivity investigation agent) - Redesigned CRM programme to achieve cost savings of £2m per year without loss in performance - Successfully upgraded 140k customers to… Show more Responsible for the retention of 1.6m broadband & 0.8m dial-up customers, managing team of 6 and budget of 10.2m GBP - Reduced customer churn by over 10% saving 60k customers and £18m in revenue - Led redesign of installation process from product & package redesign to targeted outbound calling by our CIA (connectivity investigation agent) - Redesigned CRM programme to achieve cost savings of £2m per year without loss in performance - Successfully upgraded 140k customers to broadband, generating £21m in additional revenue Show less Responsible for the retention of 1.6m broadband & 0.8m dial-up customers, managing team of 6 and budget of 10.2m GBP - Reduced customer churn by over 10% saving 60k customers and £18m in revenue - Led redesign of installation process from product & package redesign to targeted outbound calling by our CIA (connectivity investigation agent) - Redesigned CRM programme to achieve cost savings of £2m per year without loss in performance - Successfully upgraded 140k customers to… Show more Responsible for the retention of 1.6m broadband & 0.8m dial-up customers, managing team of 6 and budget of 10.2m GBP - Reduced customer churn by over 10% saving 60k customers and £18m in revenue - Led redesign of installation process from product & package redesign to targeted outbound calling by our CIA (connectivity investigation agent) - Redesigned CRM programme to achieve cost savings of £2m per year without loss in performance - Successfully upgraded 140k customers to broadband, generating £21m in additional revenue Show less



University of Cambridge

• United Kingdom
• Research Services
• 700 & Above Employee

• MBA Student

  • Sep 2003 - Sep 2004

  - Specialized in Marketing & Strategy - GMAT 750 (99th percentile) - Worldwide winner of AT Kearney global case study competition - Competitively awarded director's scholarship - Specialized in Marketing & Strategy - GMAT 750 (99th percentile) - Worldwide winner of AT Kearney global case study competition - Competitively awarded director's scholarship



Compunet

• IT Services and IT Consulting
• 1 - 100 Employee

• Corporate Strategy

  • Jan 2002 - Aug 2003

  Part of GE Capital ITS Strategy Development • Designed and Implemented a New Pricing Strategy for Outsourcing Agreements leading to 4% margin improvements in new outsourcing bids • Handled Integration of Pricing Strategies in the Post-Merger Integration of GE Capital ITS into Computacenter Business Planning Specialist • Successfully Completed Business Plans for New Product Lines with Total Planned Revenue of € 25m • Designed the Process for the Evaluation and Introduction… Show more Part of GE Capital ITS Strategy Development • Designed and Implemented a New Pricing Strategy for Outsourcing Agreements leading to 4% margin improvements in new outsourcing bids • Handled Integration of Pricing Strategies in the Post-Merger Integration of GE Capital ITS into Computacenter Business Planning Specialist • Successfully Completed Business Plans for New Product Lines with Total Planned Revenue of € 25m • Designed the Process for the Evaluation and Introduction of New Products Show less Part of GE Capital ITS Strategy Development • Designed and Implemented a New Pricing Strategy for Outsourcing Agreements leading to 4% margin improvements in new outsourcing bids • Handled Integration of Pricing Strategies in the Post-Merger Integration of GE Capital ITS into Computacenter Business Planning Specialist • Successfully Completed Business Plans for New Product Lines with Total Planned Revenue of € 25m • Designed the Process for the Evaluation and Introduction… Show more Part of GE Capital ITS Strategy Development • Designed and Implemented a New Pricing Strategy for Outsourcing Agreements leading to 4% margin improvements in new outsourcing bids • Handled Integration of Pricing Strategies in the Post-Merger Integration of GE Capital ITS into Computacenter Business Planning Specialist • Successfully Completed Business Plans for New Product Lines with Total Planned Revenue of € 25m • Designed the Process for the Evaluation and Introduction of New Products Show less



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Consultant

  • Feb 1999 - Dec 2001

  Consultant Financial Services Industry • Negotiated Cooperation Contract between Major Bank and Factoring Company with Planned Trade Volume of € 100m • Evaluated and Designed Factoring Product for B2B Financial Portal Leading Team of 3 • Redesigned Back Office Processes for Online Brokerage Company • Developed Holistic Methodology for Assessment of Take-Over Candidates in the Utility Industry • Introduced Balanced Scorecard Approach for Small and Medium-Sized Utility… Show more Consultant Financial Services Industry • Negotiated Cooperation Contract between Major Bank and Factoring Company with Planned Trade Volume of € 100m • Evaluated and Designed Factoring Product for B2B Financial Portal Leading Team of 3 • Redesigned Back Office Processes for Online Brokerage Company • Developed Holistic Methodology for Assessment of Take-Over Candidates in the Utility Industry • Introduced Balanced Scorecard Approach for Small and Medium-Sized Utility Companies • Early Promotion to Consultant after 19 months Show less Consultant Financial Services Industry • Negotiated Cooperation Contract between Major Bank and Factoring Company with Planned Trade Volume of € 100m • Evaluated and Designed Factoring Product for B2B Financial Portal Leading Team of 3 • Redesigned Back Office Processes for Online Brokerage Company • Developed Holistic Methodology for Assessment of Take-Over Candidates in the Utility Industry • Introduced Balanced Scorecard Approach for Small and Medium-Sized Utility… Show more Consultant Financial Services Industry • Negotiated Cooperation Contract between Major Bank and Factoring Company with Planned Trade Volume of € 100m • Evaluated and Designed Factoring Product for B2B Financial Portal Leading Team of 3 • Redesigned Back Office Processes for Online Brokerage Company • Developed Holistic Methodology for Assessment of Take-Over Candidates in the Utility Industry • Introduced Balanced Scorecard Approach for Small and Medium-Sized Utility Companies • Early Promotion to Consultant after 19 months Show less