Experience

GIMO Global Interactive Marketing Online Ltd

• United Kingdom
• Advertising Services
• 100 - 200 Employee

• Head of CRM

  • Nov 2021 - Present

  Key Responsibilities: - Manage a CRM team of 5 for the 777 brands across 4 countries (Belgium, Spain, Netherlands & Switzerland) - Manage Autocycles across all customer touchpoints - Work directly with other teams to develop and deliver a robust multi-channel CRM, Retention & Loyalty strategy along with tactical initiatives that align with the business plan. - Support the business in delivering against budgeted performance, and ensuring that every customer touch point across all channels represents the proposition, service and brand in a consistent way. - Build and deliver a CRM and Loyalty plan that drives retention to support the business in delivering targets. - Provide relevant consumer insights by adopting a data driven approach. - Build, lead and inspire the CRM Team in order to successfully execute campaigns and promotional activities.



Digitas UK

• Advertising Services
• 500 - 600 Employee

• Strategic Lead

  • May 2021 - Nov 2021

  Key Responsibilities - Providing CRM plans across OPTS (One Publicis Team Samsung) customer engagement projects in the UK - Helping to drive a culture of customer centricity at Samsung UK - Delivering work that connects all projects across paid social, owned channels & e-store. - Lead development of customer strategy campaigns - Helping to cultivate a culture of customer centricity at Samsung - Embedding a customer-first and test and learn mindset at OPTS - Develop plans to include how customer activities should be built into (or even lead) wider communication strategy


6IXTY6 Marketing Solutions
• Advertising Services
• Head of CRM

  • Oct 2020 - May 2021

World Wide Internet Insurance Services
• Gibraltar
• Insurance
• 1 - 100 Employee
• Head of Loyalty

  • Jan 2020 - Oct 2020


Kwiff

• United Kingdom
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Head of CRM

  • Feb 2019 - Jan 2020

  Responsibilities include but not restricted to: - Creating, building, defining and implementing the CRM strategy from scratch - Working alongside ESPs, RMH & Agencies to maximise available tools, use of customer data & campaign analysis to paint a holistic but ever-changing picture of customer behaviour. - Working with various stakeholders to ensure best customer experience - Creating & implementing various automated cycles to maximise tools and ROI of campaigns/strategy - Managing a budget of 10% GGR to help retain, reactivate and convert customers - Utilising BTL channels such as Social Targeting, SMS, Email and Push to help reach KPI targets - Staying on top of compliance & GDPR changes/rules and implementing them into our strategy & communications - Increasing customer lifetime value, frequency, cross sell and 2nd deposits through smart communication planning - Supporting any ATL activity through BTL channels - Multi-level management CRM team



GVC Group

• India
• Real Estate
• 1 - 100 Employee

• UK Sportsbook CRM Manager (bwin & sportingbet)

  • Mar 2017 - Feb 2019

  Managing marketing strategies for bwin & Sportingbet. Responsibilities: - Develop, plan and implement data driven CRM strategies, promotions and automated retention campaigns aimed at maximising customer lifetime value and profitability. - Responsible for the contact strategy to increase NGR, retention and growth rates against business targets and needs. - Maximising local CRM budget and delivering positive ROI. - Ensure that promotions are consistent, attractive, cost effective, relevant and aligned with other areas of the business at all times. Monitor and report on campaign results and performance. - Ensure compliance with local regulations and legislation so that all risks within areas of responsibility are identified and managed effectively. - Work with the WE CRM team and Territory Manager to define relevant and locally adapted contact strategies that exceed TO and NGR targets. - Work with the VIP Team to define the contact strategies for VIP segments needed to deliver increased revenue from VIP and high value customers. - Work closely with the CRM Exec/s to deliver a high volume calendar of communications to multiple customer segments through multiple channels – ensure everything is delivered on time. - Build ever more refined customer segmentations to drive retention and growth. - Review campaigns and contact plan performance, as well as external best practice, to identify key performance issues/ opportunities with the contact plans. - Input into department and business wide developmental roadmap – developments needed to deliver a best in class CRM disciplines at bwin.



Editec

• France
• Construction
• 1 - 100 Employee

• Marketing Campaign Manager

  • Jul 2016 - Mar 2017

  Marketing Campaign Manager for a leading Lottery and Sports Betting Operator in Africa. Role includes: - Creating and developing new marketing and PR concepts - Turning these concepts into full campaigns - Implementing new marketing & PR campaigns across Africa - Continuation of providing high quality support to existing operations - Traveling to many different countries in Africa liaising with customers and stakeholders - Increasing sales through monthly promotional campaigns - Working on campaigns to support new products and new country launches - Working on campaign concepts for acquisition purposes - Researching competitors and their market strategy - Detailed brief fulfilment - Working with media agencies in Africa - Working closely with the Country Operations Managers



Ladbrokes

• Entertainment Providers

• Senior Digital CRM Executive

  • Jun 2015 - Jun 2016

  To assist in the delivery of customer development plans in order to maximize active players, player yields, retention rates and lifetime values across the Bingo product. Planning, coordinating and executing of marketing campaigns to drive Bingo actives and revenue. This includes the planning of monthly promotional activity, coordinating and briefing of all aspects such as data requirements, design and template needs and the documentation of the communication and offer schedule. Key Responsibilities: - Deliver monthly segmented marketing plan to support the Bingo revenue and growth targets.- Own the planning and implementation of the agreed Bingo marketing plans to drive growth and revenues.- Own, test and learn plan driving continuous improvement and best practices across promotions and communications. Monitor and analyse the effectiveness of all customer development activity against KPIs in order to develop tests that can influence and refine marketing activities. - Manage the schedule of activity, and ensure data and design briefs are completed on schedule with appropriate target segment and look and feel requirements.- Utilise the dynamic messenger/ Dotmailer tool, Push Messaging and SMS deployment tool to its full capability, devising best practice and training available.- Ensuring that planned delivery and deadlines are met. Business plans to be agreed with the business areas and updates provided regularly.- Work with the relevant teams (Product, Marcomm, MSO, Banking, Security, Promotions, VIP, CS, CMs) to ensure effective delivery and management of promotions (to include, but not limited to, briefing of promotional activity, reviewing promotional mechanics, bonus abuse), all considering best possible customer journey and experience.- Produce regular competitor report for promotions and communications.- Responsible for KPI’s relating to Bingo performance / ROI from customer promotions.

• Retail CRM Executive

  • Oct 2013 - May 2015

  Retail CRM Executive working specifically on customer engagement, retention and reactivation for the ODDS ON loyalty scheme. Our customer segmentation allows us to target active, early lapsed, long lapsed or dormant cardholders. Anything from 10 - 20 campaigns are executed every week. My duties are:- Ensuring the ODDS ON customer journey allows for the highest customer retention rate possible- Targeting existing customers to drive value through retention and engagement- Implementation of marketing strategy- To conduct A/B testing to optimise best method of customer engagement- Managing multiple campaigns throughout the week- Content creation- Managing the monthly/weekly direct to customer campaign planner - Working with stakeholders within the business on possible cross sell opportunities (Machines, Sportsbook, digital, poker, games and bingo)- Working with stakeholders such as design to ensure all assets are available as and when required- Engaging with customers predominantly through SMS and Email marketing- Creating and implementing direct to customer campaigns in England & Ireland- Creating HTML mobile pages- Creating and monitoring Wifi landing pages- Monitoring redemption rates + ROI to measure performance of campaigns- To monitor Campaign analysis and open click rates- Monitoring competitor activity- Creating new ways in which we can engage and retain our customers- Budget management of our campaigns.- Working with customer services on any ODDS ON related customer queries- Liaising with other marketing departments and trading teams within LadbrokesPlatforms I use regularly:- Givex (to check if individual customers are eligible for specific offers)- 2ergo (for sending SMS communication)- SDL Email Manager (for sending email communications)- Microsoft Excel (for reporting campaign performance, yearly campaign schedule and data/design briefs)- Microsoft word

• Digital CRM Executive

  • Apr 2013 - Oct 2013

  Digital CRM Executive that worked on the retention, reactivation, customer journey and customer engagement of our games customers. My Duties were:- To implement the marketing strategy- To think of new creative ways of engaging our customers- To target existing customers and drive value through retention and engagement- To think of new reactivation methods- To work with design to ensure all assets are available when creating interactive landing pages and email headers.- To conduct A/B testing, allowing us to optimise the best method of customer engagement- To work with stakeholders within digital regarding possible cross sell opportunities- To create offers and mild hysteria around new game launches on a weekly basis- To manage multiple campaigns throughout the week- To create HTML pages with offers and Terms & Conditions and ensure that they were kept up to date- To keep our website in England and Ireland updated with games content through CMS- To work with the web developers to ensure we kept our presence on the Ladbrokes home page vibrant and eye catching for potential new customers- To brief data and ensure that the correct customer segments received the right campaign.- To work with IT on any potential bugs that were discovered- To create and maintain a campaign schedule and ensure that all campaigns were executed on time- To create campaign content.



Browne & Mason

• India
• IT Services and IT Consulting

• Freelance PR Consultant

  • Aug 2010 - Mar 2013

  Browne & Mason was a Marketing and Consultancy company based in London. Our client portfolio included charities, festivals and individuals from the music & film industry. Services we offered included helping clients build sustainable sales/marketing strategies, pinpoint product placement opportunities, internet marketing, social media marketing, extensive research/focus groups, campaign implementation, online/offline PR, product launches, media relations and help with re-branding/brand development. As part of my role as consultant, I had to manage my own as well as client schedules, stakeholder expectations, budgets and customer expectations.



Cirkle PR

• India
• Public Relations and Communications Services
• 1 - 100 Employee

• Work Experience

  • Jan 2010 - Jun 2010

  Was assigned to produce a PR campaign on behalf of Pink Lady Apples. spent months with a team of 4 devising a strategic plan, doing research, staying creative and attending regular meetings. Campaign was then presented to a panel of managers at the firm to try and win the contract. Was assigned to produce a PR campaign on behalf of Pink Lady Apples. spent months with a team of 4 devising a strategic plan, doing research, staying creative and attending regular meetings. Campaign was then presented to a panel of managers at the firm to try and win the contract.