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I currently specialise in CRM Email Marketing with over 5 years of experience within this field working for Hotels.com, a leading online provider of hotel accommodation worldwide. I adopt a dynamic, organised, yet analytical personality and pragmatic attitude. I am a passionate, bilingual marketing professional with 9 years of experience capable of tackling new challenges in an enthusiastic yet logical manner. My strengths include being trusted upon with responsibilities with ease, managing stakeholders whilst meeting deadlines, being proficient and working diplomatically within a team or autonomy when needed. My ideal next role will allow me to share my knowledge, expertise and experience allowing me to develop even further managing and building upon CRM campaigns to drive for results nurturing and growing subscriber databases striving to offer the best optimised customer experience on a Global basis.
• Managing North America CRM campaigns working with CRM Manager and Merchandise to plan, finalise and deploy B2C email campaigns in-line with the business expectations with KPI’s. These vary from time sensitive flash sales, customer coupons to subscriber-only Hotels.com Rewards loyalty programme emails targeted solely to premium subscribers. • Tracking reporting and data managing from Adobe Omniture and ExactTarget calculating email metrics such as GBV, orders, open rates, CTR, unsubscribe rates and other campaign activities. • Producing weekly presentation slides with results to CRM Manager and the wider team updating on findings from campaign tests with strategy planning and next steps in testing phase. • Quality assurance proofing each campaign through Litmus rendering across different email providers and are mobile responsive. Qualities needed are good eye and attention to detail for functional and rendering errors. • Project managing the Hotels.com Rewards initiative with multiple creative versions for tests and data manipulating subscriber numbers for A/B and random sampling testing including subject line, merchandising content and visual layout. • Coding HTML emails through Dreamweaver or raw code, building ExactTarget template-based emails, preparing subscriber list and campaign deployment in ExactTarget. • Identifying subscriber trends through results reporting to stakeholders recommending strategies for content in future campaigns. • Competent user in Photoshop to create and edit email creative’s from big to small projects. Liaising and raising cases with ExactTarget Global Support and managing the client approval process. • Ensuring a range of top-level reports such as weekly, monthly and test reports are updated and results are sent to North America CRM Manager communicating across latest campaign activities.
Working across 4 clients, my projects and activities include: • Developing direct B2C email marketing campaigns targeting delegates in CRM system for the clients programme. Utilising key messages to test content to secure maximum delegate bookings. • Using Adobe, internal CMS and HTML producing client newsletters and website updates using high design skills, communication messages and brand consistency. • Exposure to Iris Integra CRM database system managing customer records. • Writing PR copy using effective communications to be featured in targeted industry magazines to enhance client awareness. Copywriting articles and finalising designs with external magazine editor to ensure smooth operation of delivery to client customers. • Project managing online virtual events for in the shopping centre industry BCSC liaising with stakeholders and external agencies to meet deadlines. • Carrying out extensive market research projects for retail statistics and current trends for CEO presentations to top-level retail managers and global property developers. • Heading up social networking to engage activities amongst members and non-members of all clients to encourage participation within an online environment. • Managing client surveys and analysing results for opportunities and planning future marketing and communications activities.