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Work Background
BTMobile Propositions Manager (EE)
Aug. 2021 - Mar. 2024London, England, United KingdomOwning the strategy, roadmap, execution, budget and marketing for Pay Monthly and Pay as You Go Mobile propositions. Leading projects and new proposition launches that provide standout customer experience.
EEDesign and Delivery Manager
Jul. 2019 - Jul. 2021London, England, United KingdomDesigning and delivering standout Customer Experience across EE and BT channels.
- Ongoing management of Appointment booking system across the Retail estate, 500+ stores
- Managed the launch of Appointments on bt.com, driving BT customers into EE Retail stores
- Designed and delivered a solution for Contact Centre Appointments. Drove 9k additional appointments and £1.3m revenue per month in Retail
- Delivered multiple projects on the CEX Project Roadmap. Led to increasing Service Net Promoter Score by 5 points from 83 to 88
- Managed the relationship with EE's Appointment Booking system partner. This included hosting weekly meetings, quarterly face to face business reviews and managing partner resource
EEProduct Manager - Trade-In
Aug. 2017 - Jul. 2019London, United KingdomDefining and delivering the Trade In product roadmap and strategy across Retail, Customer Care and Digital. - Grew Trade Ins by 180% over 12 months, resulting in £13m revenue across in Retail, Voice and Digital channels
- Delivered a £2m CAPEX project that optimised the Retail trade in journey across 500+ stores, allowing customers to instantly use their trade in value as part of their purchase
- Launched the first EE Samsung trade in Marketing Campaign achieving 30% attach rate vs 10% target
- Designed multiple advisor and customer journeys across various systems, internal and external, within all three channels supporting key device launch promotions
- Managed the relationship with EE’s Trade In partner. Facilitating meetings, project workshops, prioritising partner resource and being first point of contact between the partner and EE
EEInsurance: Customer Marketing
Jan. 2017 - Aug. 2017London, United KingdomThird rotation within the Marketing grad scheme, working in the Insurance team. Key responsibilities:
- Drive net adds and/or customer value through the development and delivery of targeted marketing campaigns to new/existing customers
- Drive improvements into the existing customer journeys and support on new acquisition, retention and awareness campaigns
- Implement and embed the new pages/journey with the online response team to demonstrate NPS improvement - Effectively manage the tri-party (Allianz, CWS and EE) approval process for all customer collateral Key achievements:
- Implemented online customer journey to enable the return of found EE devices, achieving c.£40k benefit per month
- Successfully launched the new online customer help pages, improving NPS - Delivered two Extended Warranty campaigns to over 200k uninsured iPhone customers, through Email and SMS, achieving a fantastic 57% response rate - Implemented an SMS campaign for a free screen protector offer, allowing customers to redeem online through a voucher code, achieving 40% response rate and 30% redemption
EE4GEE Wifi & Tablets Propisitions & Aquisition
Jul. 2016 - Jan. 2017Second rotation within the Marketing grad scheme, working in the MBB & Tablets team. Key responsibilities:
- Tracking performance week in / week out to ensure we are on track to deliver our targets
- Spotting opportunities to drive more volume / value and recommending potential offers
- Managing the comms roadmap for all MBB & Tablet offers whilst driving awareness within the retail estate - Briefing Retail, Campaigns and Digital teams; posters for our stores, changes to our website and ATL targeted advertising campaigns Key achievements:
- Achieved 51% increase in tablet sales over the Black Friday period through £100k ATL campaign - Increased tablet sales by 8% with £500k spend on ATL campaigns for iPad & Samsung Tab - Delivered January Sale 4GEE Wifi TLO, driving 10% increase in sales throughout the campaign
- Successfully delivered monthly POS changes in line with monthly objectives and increased MBB & Tablet presence within the retail estate
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