About me

have fifteen years' experience in digital marketing with a particular focus on customer experience management, operations and product development within start-up environments. My passion lies in working with entrepreneurial businesses looking to have a tangible impact on people's lives through the use of digital, combined with outstanding customer experience and the desire to make life just a little bit more happy. I am tenacious, adaptable, commercially astute and highly organised, with a knack (and love) for creating order out of chaos. I thrive when taking collaborative leadership roles in small teams which are looking to push boundaries and usher in new ideas. Confident in my ability to learn if I don't already know, I have gained a broad understanding of a range of business functions including financial planning, operations management, technical development, HR, legal and project management. I try to use this knowledge to bring about an advanced level of interoperability and contextual sensitivity within all my projects.

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Work history

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Customer Experience DirectorGrip UK Ltd.
Sep 2016Liverpool, United KingdomFull Time
After freelancing to complete various projects at The Climbing Hangar over 24 months, I joined the team full time in August 2016 as we entered a period of exciting developments. During my time in post the Hangar received private equity investment resulting in an ambitious growth plan. My role during this phase has been very much focused on supporting the most valuable aspects of the Hangar - its people and authenticity - whilst implementing the necessary changes for next exciting period of growth. We are proud to have created a brand that retains the inclusivity, community and passion that has made the Hangar what it is to date. Achievements whilst in post: • 20% increase in turnover in our Liverpool site through data-led approach to product development and marketing • Developed a new subscription-based business model and customer engagement strategy which has supported our new flagship site to achieve customer retention of 25% within 90 days vs. 14% in our older centres • Effective marketing campaign acquired 200+ members pre-opening and 500 new customers in the first 14 days post-launch in Plymouth • Recruitment and training programme designed and implemented which contributed to zero staff attrition (to date), NPS scores of 80+ and consistently higher secondary spend than in our older venues • Increased efficiency and collaboration through establishing internal reporting and improving communication • Improvements in quality of service and lowered admin overheads through use of technology • Responsible for articulating the Hangar brand as the bedrock of our growth marketing and communications strategy to drive demand in current centres and target cities (I’m excited to see how this performs!) • Responsibility for all HR documentation, including contracts, job descriptions, job ads, pay structures, handbooks, welcome packs and staff procedures • Undertook the role of information officer and ensured the business was prepared for the roll out of GDPR.
Chief Marketing and Customer Experience OfficerDroplet
Sep 2015 - Aug 2016London, United KingdomFull Time
Droplet is a mobile payment and loyalty app which helps businesses grow by building better relationships with their customers. I joined in September 2015 with a remit to strengthen the clear product vision through improved communications, a fresh perspective on brand development and a solid approach to customer experience management. My responsibilities include: - Developing the customer experience model to improve customer onboarding, engagement and successful adoption of Droplet - Product and service development based on customer insight - Improving Droplet’s brand focus and visibility - Establishing internal communications processes to drive successful service fulfillment and ensure consistency and clarity - Acting as an internal consultant regarding loyalty marketing best practice, regional marketing activities and merchant support

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Skills

• Copywriting
• Client Retention
• Strategy
• Marketing Strategy
• Operations
• Digital Marketing
• Brand Strategy
• Strategic Planning
• Customer Experience
• Community Management

Education

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BA(Hons) HistoryUniversity College London (UCL)
Sep 1997 - Jul 2000London, United Kingdom
Achieved a 2.1 with a First in my dissertation, specialising in modern European and American history and a special interest in the psychological and philosophical underpinnings of the American slave trade.