About Tom
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- Canine PartnersTrusteeAugust 2025 - Today (10 months)๐ STRATEGIC GOVERNANCE: Support the Board in overseeing the organisational performance, risk management, and long-term planning to ensure the charity continues to deliver high-quality, life-changing services. โ๏ธ๐ DIGITAL & TECHNOLOGY OVERSIGHT: Provide expertise in digital transformation to help modernise systems, improve operational efficiency, and enhance the experience of applicants, partners, volunteers and donors. ๐ป๐ MARKETING & COMMUNICATIONS SUPPORT: Advise on brand development, digital outreach, and engagement strategies aimed at growing awareness, strengthening supporter relationships & increasing fundraising effectiveness. ๐ข๐ VOLUNTEER INSIGHT: Draw on first-hand experience as a fosterer of assistance dogs to bring practical insight to decision-making, ensuring policies and strategies reflect volunteer, dog and service-user needs. ๐พ๐ BOARD COLLABORATION: Work collaboratively with fellow trustees and the executive team to uphold strong governance, safeguard resources and maintain the charity's mission-led culture. ๐ค๐ ADVOCACY & REPRESENTATION: Represent Canine Partners at events, briefings and stakeholder meetings, helping to build visibility and support across the public, corporate and charity sectors. ๐ค
- BioCareHead of Acquisition & Retention MarketingHEALTH AND WELLNESSDecember 2022 - December 2025 (3 years)Redditch, United KingdomHighlights in-role:๐ CUSTOMER RETENTION: End-to-end delivery of BioCareโs Subscribe&Save B2C offering. Launched Dec 2024. Scaled to ยฃ100k/month in 12 months ๐. Increased customer 12-month LTV +60%, with +14% MoM LTV growth trajectory, delivering 5* TrustPilot superior customer experience.๐ CUSTOMER ACQUISITION: Introduced CAC:LTV growth model to scale customer acquisition, improving the health of many. Generated +66% growth in NCA volumes within 4 months, maintaining CAC:blended LTV ratio of 30%.๐ MARKETPLACE COMMERCE: Scaled e-tail presence through Amazon marketplace & strategic partners such as Healf.com. +42% YoY sales on Amazon (ยฃ2.2m), driven by improved Buy Box %, improved PDP conversion rate & growth in overall page views through advertising and organic.๐ DELIVERING INNOVATION: Secured InnovateUK funding for 3-year KTP (Knowledge Transfer Programme) Innovation collaboration with Aston University to deliver consumer & practitioner focused Adaptive Health mobile app & web service, leveraging business USP. Project commencing 2026.๐ GLOBAL MARKETING STRATEGY: Developed territory-focused global Export Strategy, centred on (a) knowledge of consumer, (b) matching product to consumer need, (c) identifying world-class partners in-territory & (d) developing collaborative JBP framework piloted with Irish distributor, delivering +80% YoY sales through primary retailer. Sourced InnovateUK funding for strategic advice to support implementation of strategy.๐ DOMESTIC BRICKS & MORTAR STRATEGY: Developed new retail stockist strategy leveraging Experian Mosaic data & BioCare 1st party data, to identify areas of demand primed for new independent retail/pharmacy presence.๐ LEADERSHIP: ยฃm budget, team management & agency management, including multiple RFP/tender processes.
- BioCareHead of DigitalHEALTH AND WELLNESSMay 2019 - December 2022 (3 years and 7 months)Redditch, United KingdomHighlights in-role:๐ DIGITAL MARKETING: Conducted digital maturity assessment, identifying shortcomings in digital capabilities. Assessment resulted in introduction of tech (GTM, Noibu, CRM & Marketing Automation etc) and a full-funnel marketing approach, broadening into channels such as search, programmatic, paid social, affiliates, influencer/ambassador & SEO. Delivered +240% in NCA volumes within 12 months.๐ SOURCING OF GROWTH OPPORTUNITIES: Secured funding through Sky AdSmart SME100 programme, taking BioCare into TV advertising for the 1st time.๐ DIGITAL PRODUCT MANAGEMENT: Led the replatforming of ecommerce website from sunsetted Magento 1 platform, to Adobe Commerce Cloud (Magento 2), delivering a faster, safer & more optimal experience for customers. Included rollout of brand refresh.๐ CRM STRATEGY: Introduced CRM strategy, processes & technology across the business. Customer personas built on Experian Mosaic data enhanced understanding of the BioCare customer, allowed for acquisition marketing efficiencies & a tailoring of timely, relevant & personalised touchpoints across the customer experience.
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