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Work Background
Solve for CXCX Strategy Consultant
Jan. 2022Berlin, GermanyAfter more than 15 years of experience in marketing, project and product management, working with B2B, B2C and B2B2C companies, I made the step to CX consulting. Check out https://solvefor.cx/ My expertise is predominantly with start-ups and small companies, but I also worked with large organizations, like Barclays, 1&1 and British Council. I have multi-cultural proficiency, I worked in 3 countries, launching new products and brands entering 7 European markets. I set up CX, marketing and communications functions in both start-ups and small companies. I build, analyze and optimize points where customers meet your company:
+ brand strategy & market positioning
+ buyer personas & customer journey mapping
+ product/ market fit & product strategy
+ marketing strategy & funnels
+ customer service operations I zeroed in on the tech industry after being industry-agnostic for about a decade, retaining both strategic and operational know-how in NGOs, training, educational services, FMCG, and financial services. This breadth of expertise helps me be creative and come up with out of the box solutions. My strongest feature is spotting patterns and easily identifying ways to optimize processes, from conversion rate hikes of close to 50% to profit rates of 100%. This is what drove me to customer experience and setting up functions from scratch, both in start-ups and in established small companies. Now I want to build the next generation of interactions - holistic experiences driven by customer needs. Because the best way to predict the future is to create it.
OptioPay GroupHead of Marketing
Jan. 2021 - Dec. 2022Berlin, GermanySet up a CX function, with a focus on company growth.
Design brand strategy for and and launch new B2C and B2B2C products.
Grow and manage team.
IONOSGrowth Marketing Lead
Jun. 2020 - Aug. 2021Berlin, GermanyI was tasked to set up a growth function for the company from the ground up and run a variety of experiments to identify and evaluate growth opportunities for IONOS. I test and evaluate new sales and marketing channels and new partnerships for the company. I introduce new tools, channels and processes to the company and set up the right structure so that these can be scaled up and embedded in BAU.
IONOSHead of Marketing UK
Jan. 2020 - Jun. 2020Berlin Area, GermanyMy role is to manage all aspects of the Go-To-Market to position IONOS successfully in the UK Market. I lead a Sales and Marketing Team for the UK market. Responsibilities:
> Develop the IONOS brand in the UK market in alignment with the global brand strategy.
>Develop and implement new growth strategies for the customer inflow.
> Drive localisation of the Marketing approach (e.g. Social Media, Communication, Campaigns and Events and funnel management).
> Plan and manage the Budget for the UK Marketing activities.
> Monitor and manage the P&L for the UK market > Build and manage the UK Sales & Marketing Team.
BarclaysDigital Performance Marketing Manager
Jun. 2018 - Dec. 2019Coventry, United KingdomWorking closely with internal stakeholders and external agency partners, I develop strategy, creative and in-channel execution of omnichannel performance marketing & engagement activity across our Business products. Ownership of the development of creative & campaigns to drive engagement & acquisition across our digital direct marketing channels - direct mail, email, SMS, PPC - video, social, display, paid search, aggregators & affiliates, native & partnerships and web. I manage and work with external agencies to deliver assets and plans offline and online. Lead test & learn activity to ensure campaign and channel optimisation throughout the funnel and use results to continuously improve ROI. Accountability for commercial success of all marketing campaigns, setting targets and KPIs, budget management, driving growth, engagement and income targets across all Barclays UK Business products. Manage and lead the migration and data integration to the Salesforce marketing automation platform demonstrating my ability to manage complex change processes.
The Pharmacists' Defence AssociationHead of Communications & Membership Engagement
Nov. 2016 - Jul. 2017Birmingham, United KingdomI was appointed to this interim role with a view to set up a marketing & communications function for the organisation and to develop a communications team. I led on marketing strategy, branding, content marketing, SEO & PPC, website management, email marketing, social media management, events participation, internal communications as well as employer branding.
Black Pepper Software LtdMarketing Manager
Apr. 2015 - Jul. 2016Leamington SpaI oversaw Black Pepper's marketing activity, both online and offline. I supported company growth using the full marketing mix, focusing on branding, demand generation and lead generation. Responsibilities:
> content development: articles, infographics, case studies, white papers, videos, blog articles
> SEO & PPC
> landing pages
> website management
> email marketing
> social media: Twitter, LinkedIn, YouTube, Facebook
> agency management
> events participation
> awards submissions Achievements:
>I increased Black Pepper's Twitter following by around 25%
>I increased Black Pepper's LinkedIn following by around 35%
>I increased Black Pepper's website unique visitors by 75% and their website visits by 63%
>I increased the amount of content Black Pepper developed by 25%
>I increased Black Pepper's media reach by 41% via media relations and PR efforts
FGI LimitedMarketing Manager
Oct. 2013 - Apr. 2015WarwickI was in charge of the overall marketing activity for FGI Limited. I created and implemented the marketing strategy using the full marketing mix, including branding, building awareness, sales campaigns and CSR. Responsibilities: managing rebranding process, creating the brand manual, managing the website, developing and implementing the email marketing strategy, the content marketing schedule, SEO, managing social media, developing all communication materials (brochures, flyers, website, newsletter and social media copy, press releases, emailing campaigns). Achievements:
> I successfully implemented a new brand, including new courseware, a new website and a full suite of marketing collateral
> I contributed to an overall 5% increase in annual turnover
British CouncilInnovation Manager
Sep. 2010 - Aug. 2013Bucharest, RomaniaI was in charge of developing British Council’s service portfolio locally, by introducing new services and maximising income through online and offline marketing activities. I managed eight services in three cities and a team of two part-time collaborators and three interns. My responsibilities:
>Creating and implementing business strategies >Creating and implementing marketing strategies >Managing the website
>Managing social media
>Writing and editing newsletter copy
>Developing promotional materials (flyers, brochures, posters)
>Organising events
>Writing press releases
>Organising logistics for registrations and promotions
>Developing and maintaining key strategic partnerships for all services
>Planning, monitoring and meeting financial targets
>Developing new activities to meet strategy
>Managing Innovation Team
>Coordinating national internship strategy
>Overseeing Equal Opportunity & Diversity policy My achievements:
> In 2013, I obtained a 525% ROI
> I introduced three new successful services to the British Council’s portfolio, which became profitable within the first year
> The internship programme designed by me was selected as a best practice example for a regional internal report
> I secured a spot for British Council Romania as one of the three offices in the EU region to pilot a new Equal Opportunity & Diversity service – diversity consultancy
British CouncilLibrary Promotion Coordinator
Jan. 2009 - Sep. 2010I was in charge of managing the library @British in Bucharest and of maximising income through online and offline marketing activities.
My responsibilities:
> Creating and implementing business strategies
> Creating and implementing marketing strategies
> Managing website
> Managing social media
> Writing newsletter copy
> Developing promotional materials (flyers, brochures, posters)
> Organising events
> Writing press releases
> Organising logistics for promotions
> Developing and maintaining key strategic partnerships > Planning, monitoring and meeting financial targets
> Coordinating interns My achievements:
> I successfully rebranded the British Council library, while increasing its annual income by an average of 10%
> I designed a new internship policy and procedure, which was first piloted in the Customer Services Department and then implemented nationally and through which more than 50 interns were recruited since 2009
> I increased the Facebook fan base by 30% annually; I increased the British Council library’s presence in the media through events, press releases and media relations.
MmdAccount Executive
Jan. 2007 - Dec. 2008Press monitoring
Daily and monthly reporting on press monitoring
Media relations
Writing press releases
Organising events The clients I worked on a regular basis were Heineken, Cartoon Network, Discovery Channel, TCM. I also worked with Tenaris, BASF, Remedio (pharmacy chain) and the Royal Embassy of Norway.
Roland Berger Strategy ConsultantsGraphic Operator
Jan. 2006 - Dec. 2007Designing and formatting PowerPoint presentations according to company standards
Designing and formatting all external documents according to company standards (tenders, reports, etc)
Organising events
Designing invitations for events
Writing press releases.
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