Customer Experience Design & Marketing Specialist (Growth & Retention)
Marketing subject matter expert with vast B2C & B2B experience in a variety of sectors. I am strategically minded with excellent implementation experience across brand behavioural economics, CRM, digital, social, content, ATL, BTL, shopper/retail and trade. Working in partnerships with my clients, often as an extension of their team. I specialise in customer experience planning to unearth insights that direct business transformation and shape market propositions that deliver value exchange for customers. The last 19+ years, I’ve been obsessed with my clients’ customers and how to deliver value back to both brand and customers. I believe really getting to know your customer is key for long term business success. - I’ve helped a coffee machine go from number 4 to number 1 (based on sales volume) - Increased a retailer's sales by 24% - Delivered 300% increase in click through rate for an online retailer - Increased sales by 27% for stationery company - Repositioned a telco for IOT. I have worked across most sectors, including FMCG, travel, financial services, healthcare, real estate, software & tech, public sector, retail & telco business of all shapes and sizes. My experience includes driving strategy, development, and execution of campaigns, creating a highly effective and targeted approach to help drive both acquisition and retention growth. Creating annual and quarterly marketing plans and targets for clients segmentation models. Presenting regularly on programme performance and success. Overseeing cross-functional teams to create segment optimised campaigns. Partnering with sales to monitor lead flow and to optimise impact of marketing activities. Generated break-through analytical insights to determine marketing strategies, and to drive significant response improvement and efficiency. Continually measure, monitor and drive improvement in programme approaches looking for opportunities to increase effectiveness and efficiency. Throughout my career, I have mentored people and organisations, in the pursuit of excellence. I've helped companies to develop their business, brand and marketing strategies, run workshops and consultancy projects. I am focused on how companies become purpose-driven and nurture a high performance culture. I'm an award-winning marketer with proven ability to create and implement successful and measurable industry-focused marketing strategies and integrated campaigns to drive reputation and business growth. Previous roles have seen me act as part of an exec management team, running Global Australasion, and Pan-European client relationships. Key strengths lie in growth hacking, product innovation, agile marketing, proposition development through the lens of customer centric experience thinking.
I have extensive experience developing omni-channel content strategies and overseeing the development of the content as well as the distribution strategy.
Customer Experience Planning & Marketing. The process of defining, planning and documenting an organisation-wide approach to improve customer experience, such that it helps meet business goals.
My true passion is for agile and rapid growth delivered through the lens of CX. When done right, it equates to working smarter, staying agile and being willing to question whatever assumptions we brought to the table. Our customers don’t care about our intentions they care about the effort and experience of using a service. The combination of data-driven empiricism and marketers’ traditional skill sets are crucial to how we move forward.
I have been developing Facebook organic and paid strategies and overseeing teams of community managers and social journalists for the last 8 years. In both inbound & outbound marketing.
Google Analytics helps me gain insights learning from key micro-moments and gaining insight into user experience. Understanding customer’s journey, focus on key moments, and discover what works best.
Linkedin Marketing for corporations and leadership personal branding. Paid & organic. Generating leads, driving website traffic, and building brand awareness.
I use Trello every day. I track and plan client work, new projects, new support tickets, new orders, share useful content (and properly archive them) as well as tracking my content calendar.
As a customer and business consultant working in the biopharma industry, with a focus on Go-To-Market (GTM), sales enablement, and Customer Experience (CX), plays an essential strategic role that intersects business development, strategy, sales, and customer relations.
As a customer and business consultant working in the biotechnology industry, with a focus on Go-To-Market (GTM), sales enablement, and Customer Experience (CX), plays an essential strategic role that intersects business development, strategy, sales, and customer relations.
In today's highly competitive retail landscape, creating exceptional customer experiences is crucial for success. Through my expertise and industry knowledge, I work closely with retail businesses to analyze their existing CX strategies, identify pain points, and develop innovative approaches to improve customer satisfaction and loyalty. Helping retail organizations differentiate themselves, foster stronger customer relationships, and ultimately drive business growth.
From conducting in-depth research and analysis to understand customer needs and behaviours, enabling us to develop targeted marketing strategies. My services include persona development, customer journey mapping, UX/UI design optimization, personalized content creation, and data-driven analytics. By leveraging these services, businesses can enhance customer engagement, drive conversions, and cultivate long-term customer loyalty.
My CX consulting services for professional services firms focus on elevating client experiences. I help analyze client touchpoints, improve processes, implement CRM systems, and enhance communication channels. By delivering exceptional experiences, firms can strengthen client relationships, boost satisfaction, and drive business growth.
FSC is a members club of over 250 of the UK's most experienced c-level consultants and leading creative talent. I am currently developing several CX consulting products that will soon be available on the FSC Marketplace. Details to follow very soon.
I teach remote classes as part of Jolt.io's amazing 'Alternative MBA' programme. Currently I lead Jolts related to the Start-Up OS, specifically: - 'Business Model Canvas' - 'Personas' - Battle Churn: How to Build a Predictive Customer Health Model - SWOT: How to Make Strategic Business Decisions.
Senior Consultant contracted to work on a number of projects for top 10 Pharma companies. Work includes developing HCP and patient programmes. Utilising CX & UX to support transformation programmes including processes and systems. Conducting research and analysis in order to come up with solutions supporting HCP's, patient, and KOL integration.
A retained subject matter expert in 'Propolis', the leading worldwide community for professional B2B marketers. I am responsible for the CX group, developing content and delivering training, advice and mentoring
I founded Hiya Marketing to help organisations get back to the fundamentals: understanding buyers and customers properly, diagnosing what is getting in the way, and turning that into practical action. My work spans buyer understanding, customer insight, CX, BX, go-to-market strategy, and capability building. I help organisations move beyond assumptions and surface-level fixes to uncover what is really happening across the customer, commercial, and organisational experience. This is not just strategic advice. I work as a practitioner helping teams diagnose issues, shape better approaches, build practical frameworks and tools, and strengthen the internal capability needed to do the work well. Alongside consulting, I also design and deliver training, facilitate workshops, and support teams through teaching, mentoring, and upskilling.
Over the last 25 years, global enterprises have not struggled because they lacked strategy, technology, data, or talent. They have struggled because complexity has outpaced alignment and few organisations have rebuilt how they operate as a coherent system. I created Relativity Framework™ to solve that problem at the root. Relativity is an end-to-end enterprise operating model designed to restore coherence across strategy, customer understanding, decision-making, execution, and measurement across global, regional, and local organisations. It combines: Discovery — a practitioner-led diagnostic engine that surfaces how the enterprise actually works today: decision dynamics, capability gaps, friction, readiness for change, and the conditions shaping performance. Relativity Framework™ — a structured, repeatable system that aligns ambition, customer understanding, strategy, execution, and measurement. Enterprise Growth Horizon™ — the sustained state organisations reach when alignment, clarity, momentum, and accountability are embedded and continuously evolved. Built by practitioners who have lived inside transformation, not observed it from the outside. https://www.relativityframework.com/
A new-age disruptor in the eHealth space, the MEDrecord is a fully virtual company, currently consisting of 20 visionaries and innovators with over 20 years experience building medical technologies. As a fully certified eHealth company, leveraging our development platform, state of the art technologies, and our team of talented mobile, frontend, and backend developers, we help healthcare organisations and eHealth startups develop powerful MedTech solutions.
In addition to my day-to-day work, I've joined Helperstreet, a unique online ecosystem of on-demand, virtual expert advisory and transformational learning and education for businesses of all sizes, stretching globally. My specialism is Customer Experience & Marketing ranging from scoping, to full advisory and delivery of Customer Transformation Programmes.
The Keenfolks is an end-to-end digital transformation agency oriented to maximize business results. We build digital ecosystems providing complex solutions.
Metropolis is a marketing consultancy for the property industry. We are a trusted partner to developers, agents, designers, builders, lenders, owners and managers, with a track record of driving commercial success. Whether it’s building a brand, generating leads or leading innovation and digital transformation, we have the breadth of service delivery and experience to achieve exceptional results. What we do for clients: Insight & Strategy Develop a deeper understanding of the category, the competition, the customer, the journey, the drivers and the barriers towards the desired transaction. Campaign A new product, a strategic sale, a specific KPI or a change in market conditions? Whatever your motivation, the campaign idea must cut-through, with seamless execution and measurable outcomes. We help our clients tell the story behind the brand: the product, the people, the process, the thinking, the history and the beliefs. And then we’ll share it with the people who need to know. Media We identify your audiences, understand their behaviour and consumption habits and deploy specific campaigns that increase awareness among the right people. Lead Gen The lifeblood of any sales organisation is leads, but all leads are not created equal. We specialise in strategies and tactics to deliver high-quality, in-market enquiries. Digital We put customers at the centre. Creating cross-platform digital experiences and applications that convert and bring value to our client's brand and business. Technology Working with our clients internal teams, we configure, optimise, integrate and embed the most suitable technologies for finding, understanding and connecting with customers.
Crowned Effective Agency of the Year, winning 10 Effie Awards (2017). BMF ranks number 2 in top ad agencies in Australia by Bestads Rankings (2018).
Naked Communications is a creative agency with offices in London, New York, Berlin, Sydney and Tokyo. We originate, design, create and deliver valuable experiences for people and brands. From loyalty schemes to parties, from apps to influencer programs, from content to classic advertising we believe this exchange of value lies at the heart of effective, modern communications. This is why our clients such as Virgin Atlantic, eBay, Heineken, Coca-Cola and NBC (amongst others) choose us as their agency. Born in 2000, Naked has always attracted individuals who are driven by a frustration with the status quo and a respectful desire to strive for a better outcome. Today this spirit still lives at the heart of our agency in our stated mission: to Challenge Convention. Clients include eBay (pan-european account), Danone, Truphone, PowerHorse, Travelex. Managing senior client relationships. Outputs include strategic consultation, digital comms, online engagement, content partnerships and social media.
HeyHuman is a creative agency, building brands that are celebrated and shared by people. Human brands. We focus on behaviours – the behaviours of people and the behaviours of brands themselves. We believe successful human brands connect in this world of complexity through embracing the human behaviours needed to thrive today. We help people seek, connect, share, feel and purchase through our expertise in Content, Mobile, Social, Live and Shopper. We find new ways to connect People and Brands in perfect partnership – to create indispensable Human Brands that consistently outperform in their behaviours and ambition. Managing the Mondelz (Kraft Foods) account including brands such as Tassimo, Belvita, Ritz, Oreo & Mikado Delivering: Comms Strategy / Social Media Strategy / Influencer Programmes / Digital Marketing / Experiential / Brand Re-positioning / Channel planning / Shopper marketing / Retail Partnerships / Innovation technology
Clients include Coca-Cola, GHD, Akzo Nobel, Hamelin (European Account), BDR Therma, As well as supporting my GAD in Business Development role. Delivering: ATL inc TV / Digital / Shopper / Experiential / Sales Promotion / Sponsorship / Corporate Brand Strategy / Internal and External marcomms / Direct
AGENCY SPRING is a multi-disciplinary advertising agency with offices in Aarhus, Copenhagen, Manchester and Ho Chi Minh City. My clients included Aldi, Arla Foods (Global Account), Akzo Nobel (European Account) and Pepsico (Global Account) Category Strategy / Brand Purpose / Packaging / POS / Digital / Retail / Shopper Marketing / Creation of Global toolkits for local markets
The King's Arms is an award winning creative agency. My role was to set up the account handling's services and processes in the agency. Strength the existing client relationships, strength the roster postion and develop new business. Clients included New York Bagels, Imperial War Museum, NHS, Department of Health, The University of Manchester and COI. ATL inc TV / Experiential / Digital / Brand Strategy and activation / Internal and External marcomms / POS
Amaze is a full service digital marketing and technology agency. My clients included The Co-operative Group, Northern Rail, Pontin's, NHS and Manchester City Council. Digital Marketing / Comms Strategy / Brand Strategy / ATL inc TV / Experiential / Sponsorship
Working across a variety of accounts such as Neilson, Mitre, Mitchell & Butler, Scottish Widow accounts, delivering everything from fully integrated ATL to BTL campaigns Experiential / Digital / Sponsorship / Corporate Events / Print / Press / OOH / POS
