Selected
Engagements

Led the eCommerce programme for an automotive national sales company over four years. Launched virtual showroom, integrated live chat, video calling, CRM and online finance. Grew online sales 300% with a per-unit margin uplift of 4%.

Advertising and digital-production spend optimisation for an FMCG multinational. Reviewed and restructured media buying, agency costs and content production operations across all brands globally.

Reduced media cost per acquisition through micro-segmentation, first-party data partnerships and dynamic creative optimisation across digital and paid media channels at scale.

Omnichannel CX platform implementation for a consumer-products company across 30+ markets. Integrated social, live chat, self-service and IVR into a single customer service operation.

CRM strategy and delivery across five automotive brands and 30+ countries. Approximately 1 million leads per year. Designed and ran the campaign Centre of Excellence, delivering 30%+ cost savings and accelerating omnichannel adoption across the network.

Single view of customer and marketing automation platform for the largest low-cost airline in the Middle East. Harmonised passenger journeys across the full lifecycle. Assessed data architecture, contact centre capability and automation gaps.

Built a reusable framework for implementing customer experience optimisation across major European markets. Maximised shareability of components, processes and learnings to reduce the cost of each successive initiative by 25-40%.

CRM strategy and transformation for a premium German automotive brand. Covered customer acquisition, lead management, retention, churn prevention and fleet driver engagement. Included maturity assessment, journey mapping and lifecycle personalisation programme.