Experience

Clementine

• United Kingdom
• Health, Wellness & Fitness
• 1 - 100 Employee

• Founder

  • Feb 2017 - 6 years 11 months

  Sevenoaks, UK Role Purpose Support women from all over the world to sleep better, worry less and feel more confident. Lead the strategic direction for Clementine – setting a clear future vision, developing the right business plan, securing investment to scale the business. Responsible for all technical development, customer interactions, new customer development & business partnerships. Key Achievements & accolades - Built a community of over 80k women. - Women love Clementine & it… Show more Role Purpose Support women from all over the world to sleep better, worry less and feel more confident. Lead the strategic direction for Clementine – setting a clear future vision, developing the right business plan, securing investment to scale the business. Responsible for all technical development, customer interactions, new customer development & business partnerships. Key Achievements & accolades - Built a community of over 80k women. - Women love Clementine & it helps them with their everyday & sometimes significant life challenges. Evidenced by high engagement of the app and a 4.8-star rating on the Appstore. - The press love Clementine too – voted by The Guardian as ‘one of the seven apps every woman should own’. Apple app of the day, UK. Apple - apps we love, US. - Top 100 women in Fem Tech & Health Tech. - Selected for We in Social Tech accelerator - 2020, London. - Judge, Startup Weekend Lancaster. Key speaking engagements 2019 - Guest speaker Lloyds Bank - Diversity by Default, Mental Health & Tech Event. - Guest speaker Heathrow - Altitude, Winter Networking Event. - Panel member and mentor - Workshop facilitator 2019 - Delivered 'design the future you' workshop. MasterCard, UK & Wunderman Thompson, UK. Stellar Set, UK. - Delivered 'how to have the confidence to big yourself up, in the right way. MasterCard, UK.

• Founder

  • Sep 2017 - 6 years 4 months

  London



GLG

• United States
• Information Services
• 700 & Above Employee

• Council Member

  • Jan 2014 - May 2017

  London, United Kingdom Council member providing subject matter expertise on the following topics: - Loyalty - CRM - Insight - Strategy



Manifesto Growth Architects

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Client Director

  • May 2015 - Sep 2015

  London, United Kingdom My primary focus is to help businesses achieve growth through developing better propositions and better customer experiences. It's that simple!



blinkbox

• Technology, Information and Internet
• 1 - 100 Employee

• Interim Marketing Director

  • Jan 2014 - May 2014

  Farringdon, London Interim position held before taking maternity leave. Sole focus for this short term position was to develop the marketing strategy & annual marketing plan for 2014. The plan covered the full customer journey from raising brand awareness through to encouraging repeat purchase, new customer propositions, media, channel & people plans & budget.

• Head of Customer Engagement

  • Jun 2012 - May 2014

  London, United Kingdom Role Purpose Embed across the business a relentless focus on customers using insight, and customer engagement techniques that increase customer engagement, loyalty & drive profit. Key Achievements • Tripled the volume of repeat customers spending each month in 12 months & improved the overall retention rate • Developed and executed the overall CRM strategy • Created & lead an innovative new approach to loyalty & recognition – moving customers along the loyalty ladder… Show more Role Purpose Embed across the business a relentless focus on customers using insight, and customer engagement techniques that increase customer engagement, loyalty & drive profit. Key Achievements • Tripled the volume of repeat customers spending each month in 12 months & improved the overall retention rate • Developed and executed the overall CRM strategy • Created & lead an innovative new approach to loyalty & recognition – moving customers along the loyalty ladder, deepening relationships and driving advocacy • Lead and delivered the build & implementation of the Single Customer View database • Overhauled one to one customer communications – using insight to develop new customer journey communication programmes that drive increase in frequency of spend, retention & advocacy • Developed and lead the creation of a customer & audience segmentation • Developed a strategic framework for integrated planning across the marketing team to drive relevancy in our communications • Developed with the Head of PR an innovative content strategy that helps blinkbox deliver a unique take on how to promote our content through owned channels – driving a 50% increase in social engagement in 3 months • Developed a step change plan for Customer Care (implementation in progress) • Senior member of the team – reporting to the Group Marketing Director. Leading a team of 4 direct reports.



Tesco

• United Kingdom
• Retail
• 700 & Above Employee

• Senior Loyalty Manager - Clubcard

  • Apr 2010 - Jun 2012

  Cheshunt Role purpose Drive step change for Customers to ensure Clubcard is constantly innovating and remaining contemporary, broadening the offer to appeal to all Tesco customer segments and growing the loyalty of Clubcard customers to Tesco. Key Achievements • Developed a strategy & customer proposition which supported a fundamental shift in Tesco’s philosophy of rewarding loyalty – identifying which customers to focus on and how. The pilot was very successful & is currently being… Show more Role purpose Drive step change for Customers to ensure Clubcard is constantly innovating and remaining contemporary, broadening the offer to appeal to all Tesco customer segments and growing the loyalty of Clubcard customers to Tesco. Key Achievements • Developed a strategy & customer proposition which supported a fundamental shift in Tesco’s philosophy of rewarding loyalty – identifying which customers to focus on and how. The pilot was very successful & is currently being rolled out within the UK retail business. • Developed a performance framework with tools & models that gave the Senior Clubcard leadership team visibility of where the scheme was and wasn’t performing for customers and the business – leading to recommendations on where to focus on what matters most for customers. This new way of reviewing the performance of the scheme was then set as a blueprint for the Clubcard schemes across the international Tesco businesses. • Developed the strategic approach & customer proposition to modernise one of the key elements of the scheme – Clubcard Rewards. Helping to secure the investment in funding and resource to step change the scheme. • Senior member of the team, reporting to the Clubcard Director – playing a leadership role, coaching and developing the Insight team. Show less



Lloyds Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Senior Manager (plus other roles)

  • Sep 2006 - Apr 2010

  London, United Kingdom Senior Manager – Product Development Senior Manager – Payments & Travel Money Executive Assistant to Director, Personal Current Accounts Senior Product Manager - Added Value Accounts Key Achievements • Lead a strategic review of the Lloyds Added Value Account business, making recommendations on how to transform these products – including, price, product and process design, marketing and sales. • Successfully lead a cross-functional team to deliver significant business… Show more Senior Manager – Product Development Senior Manager – Payments & Travel Money Executive Assistant to Director, Personal Current Accounts Senior Product Manager - Added Value Accounts Key Achievements • Lead a strategic review of the Lloyds Added Value Account business, making recommendations on how to transform these products – including, price, product and process design, marketing and sales. • Successfully lead a cross-functional team to deliver significant business change to comply with the Payment Services Regulations. Plus, minimised cost/income loss for the business and improving the customer experience. The team was recognised as making a significant contribution to the business through an internal recognition programme. • Identified by Senior Management as a talented professional and was offered the position of Executive Assistant reporting directly to the Director of Personal Current Accounts. This type of role is generally used as a development opportunity - with the aim of quickly developing a broader knowledge & develop leadership skills. As part of this Kim was placed onto a leadership transition programme which helped her to secure a promotion. • Designed and lead the delivery of the consumer product “Mobile Services” – a range of tools including the launch of mobile banking and new text alerts to help customers manage their money. This innovative service received a huge amount of positive press coverage and since its launch has been part of a high profile TV campaign. Her colleagues recognised her work on this project – being nominated for a recognition award under the category of “excellent execution”. • Designed and lead the delivery for a new paid-for bank account specifically targeted at the foreign national market. This account has since become one of the best-selling personal current accounts at LTSB and as a result was recognised as making a significant contribution to the business through an internal recognition programme. Show less



Yellow Pages New Zealand

• Product Manager

  • 2003 - 2005