Experience

Highbourne Group

• United Kingdom
• Wholesale Building Materials
• 1 - 100 Employee

• Head of Digital Customer Experience

  • Jan 2022 - Present



Travis Perkins plc

• United Kingdom
• Wholesale Building Materials
• 700 & Above Employee

• Senior Digital Marketing Manager (Customer Experience) - P&H Division

  • Aug 2019 - Feb 2022

  Leading the Digital Marketing & CRO teams for City Plumbing & Bathrooms.com, part of Travis Perkins' Plumbing & Heating Division.Responsible for CRO to enhance digital customer experience, using data to maximise opportunity for conversion rate and user journey enhancement. Our team achieved TOP 5 Global status for breadth of product integration using dynamic and personalisation using a market leading MVT tool.Managing a 7 figure budget, delivering impressive ROAS to achieve annual growth targets across traffic, revenue and conversion rate online. Show less

• Digital Optimisation Manager - P&H Divison

  • Nov 2018 - Jul 2019

  Responsible for improving customer experience and conversion rate of the City Plumbing website, part of Travis Perkins' Plumbing & Heating Division, driving a large incremental revenue target, achieving 100% growth YoY for 3 years.Leading a creative team that design, deliver and analyse tests/experiments to improve the customer experience & drive sales online through optimisation and personalisation.

• Digital Marketing & Optimisation Specialist - TP Group

  • Aug 2017 - Oct 2018

  Internal Digital Marketing Consultant supporting over 10 brands including Travis Perkins, Wickes, Tile Giant and City Plumbing with their digital marketing and optimisation strategies.Analysing online activity using GA and DX tools in order to make recommendations to the online teams. Providing deep dive reviews of ROI across marketing channels and improvement areas within user journeys. Managing strategic agency relationships at a Group level.

• Ecommerce Manager - P&H Divison

  • May 2016 - Aug 2017

  Responsibilities included creating the strategy for traffic acquisition to the City Plumbing website via digital channels. Creating the testing backlog in order to improve user journeys. Providing regular detailed analysis of on site performance to senior stakeholders and providing recommendations for improvements. Responsible for merchandising all promotional products on the website and creating end to end campaigns with the commercial team.Also working with IT as Product Owner for new web development on site. Show less

• Assistant Marketing Manager - P&H Division

  • Jan 2015 - Apr 2016

  Managed one direct report. Responsible for CRM, email strategy, national promotions, brochure creation & delivery, regional and local campaigns. Internal and external communications for rollout of new business website. Management of internal and external agencies.



Plumbing Trade Supplies

• United Kingdom
• Building Materials
• 300 - 400 Employee

• Marketing Assistant

  • Nov 2011 - Dec 2014

  Delivered new dynamic, variable CRM programme returning £1m ROI in year one. Project work across two brands- PTS and City Plumbing. Introducing the roll out, launch and completion of the marketing plan for the ECO funding scheme, creating B2C templates for our customers to use.Part of a dynamic project team rolling out the largest programme of business change and development that has ever occurred within the Travis Perkins group- managing a sub team of 5 individuals across credit control, data, design and marketing. Responsible for the retention of our customer base via creating internal engagement to support marketing comms including print & digital media, direct mail and email. Show less

• Customer Service Advisor

  • Mar 2011 - Oct 2011

  Managing delivery schedules and keying orders for the largest national contract within the business. Building relationships with our large customers and our branch teams to ensure a 99.2% on time & in full accuracy rate.