CRM System Deployment & Management – Global Automotive OEM
I led the customer-centric, omni-channel transformation strategy and roadmap for several automotive brands across 20+ countries. My role included working with individual markets to review Digital & CRM maturity and support them to successfully migrate to the new global platform.

I also designed the campaign management Centre of Excellence to centralise campaign delivery for brands and markets to share campaign management best practises and accelerate adoption of omni-channel, data-driven marketing

Marketing Comms Platform Implementation – Automotive OEM
I implemented a centralised Marketing Comms solution to dramatically enhance omni-channel campaign management capabilities for the OEM’s brands and markets. This involved understand the individual needs of markets and deploy the new platform in phases, migrate required campaigns and implement new customer journeys to benefit from the functionality available in the new system. I also worked with markets to improve their Digital capabilities for them to utilise the system effectively.

E-commerce Program – Global Automotive NSC
I ran the ground-breaking E-commerce program for the NSC and grew online sales by 300% over 4 years. In order to design a seamless customer experience, I implemented end-to-end omni-channel capabilities including virtual showroom, video calling, live chat, CRM and finance integration.

CRM Strategy – Premium Automotive OEM
I led the CRM strategy design and implementation for several initiatives to enhance customer experience and personalisation for a premium German automaker. I helped the business improve customer experience across all aspects of the customer lifecycle including Lead Management, Customer Retention, Loyalty & Fleet Driver Engagement. I carried out CRM & Digital maturity assessments, mapped customer journeys & implemented several initiatives to enhance key customer journeys all the way from Acquisition to Churn-Reduction.

Marketing Automation & Single View of Customer – Large Low-cost Airline
I managed the implementation of the single view of customer and marketing automation platforms for personalised multi-channel communications for the largest low-cost airline in the Middle East. I led the customer experience optimisation across passenger lifecycle by harmonising customer journeys for key segments.  

Customer Experience Strategy – Major Airport & Aviation Hub
Coming soon

Customer Service Transformation – Global CPG
I was the Business Architect responsible for implementing new omni-channel Customer Experience solution across 30+ markets for a global Consumer Products giant. I brought key markets together to agree a common template to harmonise key CX processes and introduced an omni-channel strategy blending cutting-edge channels to improve customer satisfaction and case resolution.

Marketing Spend Optimisation – Global CPG
I led the Advertising and Digital Production spend optimisation program identifying multi-million Euro savings opportunities across Advertising Production, Media Buying and Agency Costs along with areas for improving processes, technology and skillset.