Description

I’m a CRM specialist with 10+ years of experience helping businesses drive engagement, increase customer retention, and build long-term loyalty. Whether you're looking to get more value from your mailing list, optimise email campaigns for stronger performance, understand how your customers feel about your brand, or create a customer-first CRM strategy, I can help.

I work with businesses to turn data into actionable insights and campaigns that deliver real results. Let’s connect and discuss how I can help grow your customer relationships and revenue.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Folkestone (up to 50km)

Holiday Extras
Customer Experience & Loyalty Manager
TRAVEL AND TOURISM
June 2025 - October 2025 (4 months)
Planned the launch of a new-to-business loyalty scheme
Measured new-to-business KPIs such as Lifetime Value and Customer NPS
Mapped and audited existing lifecycle strategy across several business units
Designed an AI workflow to simplify and improve customer feedback mechanisms
Mapped cross-channel feedback touchpoints and briefed recommended optimisations
Owned the launch of a new-to-business Refer A Friend scheme
Enhanced brand reputation across external reviews platforms (i.e. Trustpilot)
Customer Lifecycles Customer Journey Customer Loyalty/ Retention Feedback Optimisation Journey Mapping
Holiday Extras
Retention Marketing Manager
TRAVEL AND TOURISM
May 2024 - June 2025 (1 year and 1 month)
Managed the Insurance Renewals product from end-to-end
Analysed CRM performance on a daily basis
Drove strong growth across core KPIs (i.e. Renewal Rate, GP Per Policy)
Redesigned and personalised the omnichannel messaging suite for Renewals
Planned and delivered product optimisations on a regular basis
Customer Loyalty/ Retention Customer Lifecycles Data analysis Customer Journey Product management
Holiday Extras
CRM Manager
TRAVEL AND TOURISM
May 2021 - May 2024 (3 years)
Spearheaded fast-paced email marketing programmes for seven partner brands
Project managed an ESP migration (Dotdigital to Salesforce)
Conducted regular deep-dive analyses of performance trends across multiple touchpoints
Delivered strong list growth via paid and organic social lead generation
Launched the email marketing for a new in-house Theatre Breaks brand
Email marketing Email design Customer Loyalty/ Retention Data analysis Customer Lifecycles