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Work Background
Virgin Media O2Customer Marketing Director
Oct. 2021Created a new Customer Marketing function, following the JV launch with Virgin Media and O2. Defining and recruiting a team across Planning & Measurement, Campaign Management and Operational Delivery. With a team of over 120 FTE, across in-house and dedicated agency partner resources, key responsibilities include: Defined and executed a comprehensive customer communications strategy, boosting customer engagement
Designed and Implemented a new operational model design for customer marketing, including people, process, ways of working and technology
Delivered a unified customer marketing team post-merger, driving eNPS to +14 pts above the company average
Drove a major agency consolidation programme, transitioning all projects successfully in extremely tight deadlines
Transformed the marketing technology stack, defining requirements, build testing and implementation, transitioning to always on, omni-channel customer journey orchestration Delivered over 1,100 customer campaigns, managing around 2 billion customer interactions in 2023.
O2 (Telefónica UK)Head Of Marcomms Operations
Jul. 2017 - Oct. 2021Heading up the Marketing Operations function, working across all of the O2 B2B and B2C segments, through a team made up of internal and outsources resources. O2 are a complex, high volume communications organisation, key areas of responsibility include: In-life management of all marketing data for our base of over 25m customers
Strategy & roadmap of our MarTech / AdTech platforms
In-life & future campaign capability delivery
Fulfillment of all messaging & offers through all our IB & OB messaging channels
Managing c. 1.6Bn customer interactions per year
In-life optimisation (reporting & dashboards) of marketing campaigns
O2 (Telefónica UK)Head of Business Marketing Operations
Jul. 2013 - Jun. 2017Managing a team working across the segments of Public Sector, Private Sector (Enterprise), MNC (Multi National Corps) & Mid Market (20+ Employees). Covering all aspects of our Business Marketing Operations function, including; Digital, including online strategy, content & social media channels
Data Management, including GDPR, compliance & lead generation
Marketing Automation, utilising Oracle's Eloqua platform, with Salesforce.com, Cloud based CRM
Customer & Acquisition always on programmes & Internal communications
Communications, Hospitality programme at The O2 Arena and The O2 Academies Experiences, including large scale events, C Suite program and customer on site demo's
O2 UK (a Telefonica Company)Head of Enterprise Marketing Programmes
May. 2011 - Jul. 2013Content Development, including; Thought Leadership Papers, Product Definitions, Sales Enablement, Web & Social Media Content, Customer collateral, sector specific messaging matrix. Execution of Messaging, including; Segmentation of the Market, Digital & Traditional Direct Marketing, Telemarketing, Social Media Platforms, PR Plan, Measurement and Tracking on campaign effectiveness, working on SFDC to ensure lead and opportunity follow up and tracking. Agency and budget management
Telefonica O2 UKHead of SMB Channel Marketing
Apr. 2010 - May. 2011Managing a team to develop and execute marketing plans in our Direct Sales Channel, Partner Channels, Retail & Franchise Channels as well as through our own Account Management and Direct Marketing (Telemarketing / Telesales) Unit. To support product and prop development with world class execution through our multi-channel sales approach. Agency and Budget management
Telefonica O2 UK LtdChannel Marketing Manager
Apr. 2004 - Mar. 2010Management of various sales channels from a Channel Marketing perspective. Development and execution of tailored channel marketing plans for our key channels, including: O2 Retail Channel – with over 400 stores and 4,200 sales staff. Development of a SME channel program within our retail operation to increase the sales volumes and referral volumes for our SME base. Including sales incentives, Reward & Recognition programs, Learn & Earn Program of Education, Sales referral program and proposition launch through retail and franchise owner stores. Driving and supporting a growth of over 300% in an 18 month period. Account Retention & Development – with 180 account managers based in a NW contact centre, I was responsible for driving an annual plan of activity to the desk based teams. Activities focussed on individual and team based incentives, manufacturer supported education and training, sales tools and collateral, HMTL based campaigns to our account managed base and acquisition, retention and customer experience themes campaigns and forums.
TeknekInternational Marketing Manager
Jan. 2000 - Dec. 2004Multi-Language Content Development, including; Product overviews, Distributor collateral, Sales collateral, Web content, Technical manuals. Organisation of a series of trade events throughout Asia, America and European regions. Targeted at finding new agents and distributors as well as new customers. Lead and opportunity tracking from trade show activities. PR programme within our industry sectors globally Support new product development and launch our technology into new markets and supporting global multi channel sales organisation of direct sales, distributor, agency and OEM channels
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