Marina Solomon

- Plan, develop and measure all Loyalty Marketing campaigns

- Mock, design and piece together custom eDM's for stakeholders

- Load customer data for eDM's for all Marketing communications

- Write and create monthly 'Healthy News' articles that ensure they are on brand to Pharmacy Alliance

- Work alongside senior Pharmacists and stakeholders to develop content

- Report and assess insights to ensure campaigns are fulfilled accurately

- Develop and fine tune processes that improve the overall member and customer experience

- Prepare and write guides and documentation for new or updated Loyalty processes and Healthy Rewards brand guidelines

- Scope and manage the development of requirements for the technology that underpins the Healthy Rewards loyalty program

- Organise and facilitate Webinars to train or inform stakeholders

- Basic Photoshop and InDesign

- Develop customer feedback survey's to ensure customer satisfaction, obtain insights and NPS

- Program research and development

- Activating, onboarding and training members who join the loyalty program Review new member contracts

- Write and edit SMS and eDM copy for Marketing Campaigns (including ensuring the content sent to customers is accurate and on brand to The Good Guys)

- Create mock briefs for Digital and Creative Teams

- Work alongside senior stakeholders to develop content

- Work closely with Insights department to ensure promotions are fulfilled accurately

- Review, assess and present data for the Call Centre and Marketing Campaigns

- Manage offsite Call Centre

- Develop and fine tune processes that improve the overall customer experience

- Prepare and write guides and documentation for new or updated processes Train Call Centres as well as internal teams on any changes and updated processes

- Handle ACCC claims alongside legal team

- Provide training and operational support for CRM

- Train store staff members and handle emails from stores regarding operations and processes

During my time as Team Leader I assisted in managing daily call centre operations. Responsibilities included - but were not limited to - delegating work to agents, ensuring agents adhering to KPI's, adhering to my own KPI's, customer escalations, liaising with our Client (Support Centre), interviewing and training new staff members.