CRM Manager

• Nov 2021 - Present

My role as CRM Manager at Bambino Mio is to own and manage the CRM Strategy of the business and develop our CRM channels to increase loyalty and retention across the brand. During my time in my role so far I have:- Implemented a new reporting process- Improved ways of working between the CRM team, wider Digital team and Marketing teams- Worked closely with our Sales team to support B2B relationships- Implemented a new ESP whilst managing BAU activity- Influenced and planned Ecommerce promotional campaigns- Supported and actively worked on two website consolidation projects- Improved triggered email flows by implementing A/B testing - Built out and developed the CRM customer journey- Implemented a campaign testing plan- Manage email marketing campaigns for multiple markets- Use data and insights to increase revenue generation through email- Implemented web push notifications in the UK market- Redesigned email marketing templates for a better user experience- Build and test website pop-up forms for newsletter sign ups and promotional activity- Managed giveaways as part of activity for wider promotional activities such as Reusable Nappy Week and Black Friday- Oversee all creative work for email marketing flows and campaigns - Write content for email campaigns- Manage email review requests through Judge.Me- Manage email discount codes through Shopify Plus Show less

Email Marketing Manager

• Jun 2021 - Oct 2021

Email Marketing Executive

• Nov 2017 - May 2021

My main responsibility within the email team is to provide best practice and guidelines to local and Global marketing teams and manage Adobe Campaign with a database of over 1M contacts whilst being GDPR compliant. Within the team, my focus areas are managing our Multi-channel campaigns for 28 markets, optimising 6 out of 13 of our Behavioural/Triggered programmes including our Life-Cycle Emails, and creating and implementing our Global Email Marketing Strategy. • Improve personalisation modules to generate higher conversion rates and AOV with the use of new technologies in our behavioural programmes. • Analyse data to provide recommendations to optimise future campaign performance. • Improve the customer journey and Retention efforts of RS by developing our life-cycle programmes, which has supported the generation of an additional £17,000+ revenue in 6 months (in 2 markets), compared to the previous 12 months (in 24 markets). This also resulted in an additional £1.8M+ revenue from repeat purchases of lapsing customers in the UK and IT alone. • Improve customer loyalty through the management of automated review requests, including supporting the generation of an additional £750K minimum confirmed profit from Trustpilot activity. This email also increased our number of reviews from 5 to 1,655 with a 4.5-star rating from 3 in the UK. In France it’s increased from 3.9 stars to 4.3 with 361 reviews (up from 3). • Previously supported our Supplier Marketing Managers in FY20/21 to manage brands and create display advertising briefs. • Support the hiring and training/management of new email team members. • Collaborate across the business to plan and execute multichannel marketing campaigns (including graphic designers, planning, finance, Legal, customer services, Martech, brand). • Project managing the implementation of a new email marketing software into Internal Communications processes. • Project managing the implementation of SMS marketing. Show less

Marketing & Events Executive

• Aug 2016 - Nov 2017

As a Marketing & Events Executive with EasyWeb Group, my responsibilities were to work within all aspects of the marketing function, including the creation of on and offline marketing campaigns. My main activities throughout my time here included working beside the Founder of the organisation to bring campaign ideas to life. My role saw a mix of responsibilities, some of which included: • Copywriting case studies, email marketing, social media, PPC ads and website content for a multi-brand business and copywriting press-releases and distributing to a network of industry/news companies for product launches • Managing 3 separate agencies who supported me with SEO, PPC, CRM and web design activities, including the design and creation of a new company website completed before I left the organisation • Management and maintenance of our CRM (Salesforce) and Marketing Automation Platform (Salesforce Pardot) including building list segmentations for targeted email campaigns • Managing the creation of monthly marketing reports and delivering results to the executive leadership team • Organising networking events from design to delivery to reporting on ROI whilst creating engaging event content for social media • Designing, creating and ordering marketing collateral for trade shows, events and the Sales team • Brand Management for a multi-brand organisation • Supporting the hiring and training of new marketing team members • Creating engaging social media content and scheduling social media activity through Hootsuite • Managing seasonal marketing campaigns from inception to reporting, including Black Friday, Halloween and Christmas Show less

Wedding and Events Coordinator

• Apr 2016 - Jul 2016

During this position it was my responsibility to perform administrative tasks to support the Wedding & Events team and provide weekend support to the Operations team to assist in the set up, running, and turnaround of weddings. My responsibilities included: • Increasing wedding and event bookings through conducting venue show-rounds with prospective clients • Generating revenue through the sales of wedding and special event packages • Designing and printing event menus and table plans • Proof-reading seasonal wedding and event brochures, event posters and flyers • Assisting in the organisation, implementation and operations of internal wedding fairs • Using social media to market events to the public • Supporting the event operations team in the set-up, running, and turnaround of weddings • Managing lead generation by conducting sales calls to prospective clients and updating Delphi • Briefing operations staff on wedding and event expectations of clients and giving a full run-through of events by producing on-the-day itineraries and requirements • Taking wedding payments and reserving rooms for event guests through Opera Show less

RBSG Call Center Agent

• Nov 2015 - Apr 2016

Whilst working as a call center agent at TSYS for RBSG my overall duty was to answer calls from RBSG customers and provide them with important information regarding their credit cards. I also ensured that my call time was at its target of 4 minutes and that my calls were structured and in-line with the company's compliance. I was also a part of the Social Committee team at TSYS who were responsible for organising the company's annual events including their summer party and Christmas parties. We were also responsible for the organisation of charitable events and activities throughout the business including Cake Trays and Bake Sales. During my time at TSYS I was given extra responsibilities as a floor walker for my colleagues, alongside of having call-listeners from RBSG and other colleagues to help train them to be better at their own calls. I was also chosen to conduct outbound calls to customers to discuss accounts with them and handle all information delicately to comply with data protection regulations. Show less

Customer Service Advisor

• Jul 2015 - Oct 2015

Once I finished my degree, I started working as a Customer Sales Adviser at my then local EE store. During this role I was able to develop and build on my interpersonal skills, Sales skills and customer service in a number of ways, including: • Closing sales of both PAYG and Contract mobile phones and accessories • Consistently outperforming against KPIs • Cashing up at the end of the day • Supporting in the day-to-day management of the store including setting up in-store POS marketing materials Show less

Student Ambassador

• Dec 2014 - Jul 2015

As a student ambassador for the University of Northampton it is my responsibility to conduct tours of both the University campuses to prospective students and their parents. It is also my responsibility to complete any adhoc office work as and when required. I am also responsible for communicating as much relevant information to prospective students and their families about the university as possible during campus tours, open days and applicant visit days. As a student ambassador for the University of Northampton it is my responsibility to conduct tours of both the University campuses to prospective students and their parents. It is also my responsibility to complete any adhoc office work as and when required. I am also responsible for communicating as much relevant information to prospective students and their families about the university as possible during campus tours, open days and applicant visit days.

Events Management Intern

• Jun 2014 - Oct 2014

As the Events Management Intern I worked as part of a team of two interns to plan and organise a national conference entitled 'Credit Unions: The Role of Universities' and an Employability Fair for the students of the University of Northampton. Within this role I was responsible for: • Planning and organising event logistics by liaising with external suppliers and vendors • Venue finding and contract creation • Creating and implementing marketing plans and content to support pre-, during, and post-event campaigns • Booking suppliers for events by creating contractual agreements, terms & conditions, and event policies • Copywriting press releases and contacted relevant news agents to raise event awareness • Hiring, managing and leading a team of both student and staff volunteers throughout the events • Reporting on the event’s ROI • Communicating with key stakeholders the planning, delivery and performance of events Show less

Marketing Assistant (Events)

• Sep 2012 - Aug 2013

As a Marketing Assistant for this local events group, I was responsible for: • Liaising with printers and external suppliers to design and create attractive print marketing posters and flyers • Worked closely with the company directors to market events to the public • Management of social media content • Social media marketing through Facebook • On-street promotion of events • Providing staffing solutions to local businesses As a Marketing Assistant for this local events group, I was responsible for: • Liaising with printers and external suppliers to design and create attractive print marketing posters and flyers • Worked closely with the company directors to market events to the public • Management of social media content • Social media marketing through Facebook • On-street promotion of events • Providing staffing solutions to local businesses

Project Management Assistant (Events)

• Sep 2012 - Aug 2013

During my time as a project management assistant I gained the ability to work closely within a team to assist in the planning and implementation of a conference event for businesses. During this role I was able to manage my time efficiently and ensure that I was able to work well within a team. It was also required of me to attend weekly meetings with the events organisers to discuss developments of the event and to ensure that I had produced any materials that were needed for the event and to give them to the events organisers beforehand. During the event it was my duty as part of a small team to greet delegates to the events and to sign them into the event by giving them their name cards for the day. It was also my responsibility to ensure that the event run smoothly by ensuring the equipment worked prior to the event starting. Following the event I had to attend a de-brief session to evaluate the success of the event and to ensure that the event had met its objectives, with the event organisers. This role allowed me to demonstrate my management skills and my customer service skills. It also allowed me the opportunity to develop my communication and team-working skills within a professional environment. It gave me the experience and skills that I need to work effectively within a team of event organisers to ensure that an event is successfully planned and implemented. Show less

Administration Officer

• Jun 2011 - Jul 2012

During my time at HMRC I completed basic administrative duties on a day-to-day basis. After undertaking an intense four-week training course it was my main responsibility to photocopy and print documents including letters to customers and ensure I worked toward deadlines on tax records by ensuring all tax records were up-to-date and customers were paying the correct amount of tax each year. Within 6 months in this role I was given the role of 'floor-walking' which included me assisting team members and office members with their work by answering any questions as and when required and supporting them to ensuring all tax records were up-to-date and accurate. Alongside of doing this I managed my own tasks for the day to meet my deadlines, which successfully led to me working on the most number of tax record updates in one night (with my personal best being over 100 records worked on within a 5 hour period). Toward the end of my employment with this organisation I became a trainer for new recruits by training them with the work they would undertake in their new roles and ensuring that they understood their work well enough to complete their tasks without further assistance. This role allowed me to develop my team leading skills and my management skills and enabled me to put them into good practice when managing a team of new recruits. The role also allowed me to work well with others in a team and build on my numeracy skills. At the end of this role I was able to bring many experiences with me along with the ability to work within an office environment and directly under the line manager. Show less