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£40,001.00 to £60,000.00 / Per Annum
rt group Healthcare Marketing Manager - Retention rt group is a specialist not-for-profit health fund provider, with two health funds, and 60,000+ members across both funds ------- Role: Responsible for member retention, loyalty and revenue - incorporating marketing, communications and operations Highlights: * Implemented a more structured and engaging programme of work across both health funds, optical and dental clinics * Generated best-in-industry open rates and member responses, across a broader range of communications channels * Worked closely with sales team to deliver seamless communications to enrich member experiences and drive greater engagement and loyalty * Responsible for social media, both from a marketing and operational perspective * Appointed President of rt group's charitable body, families foundation, and responsible for marketing, brand and communications, as well as assisting with fund-raising, general management and administration.
Ella Baché New Zealand
Ella Baché New Zealand, Auckland, NZ * ------- Ella Baché is Australasia's No. 1 salon skincare brand, originating in France Role: Responsible for wholesale and retail divisions of premium brand skincare manufacturer and supplier Highlights: * Implemented operational processes and procedures in the wholesale / B2B space to be more customer-centric, markedly improving customer satisfaction, with a strong focus on retention * Provided more rigorous financial management, with a better understanding of cost drivers and key metrics * Put in place a sound strategic framework, to aid day-to-day decision-making and future-proof both wholesale and retail divisions.
Genesis Energy Utility/Energy Senior Retention Marketing Manager ------- Professional Contracting & MBA (Marketing) Various Jan 2010 - Nov 2014 Genesis Energy is the largest electricity and natural gas retailer in New Zealand, with revenues of 2b+ NZD Role: Responsible for residential and business customer retention, loyalty and revenue across both B2C and B2B Highlights: * Stabilised declining customer numbers resulting in increased connections of 7,209 during tenure, best performance of the four major players * Implemented dedicated programme of work in the B2B sector with the Business Segment Manager, where engagement through segmented communications reduced customer churn to an up-and-coming challenger brand * Completed exit from Genesis' proprietary loyalty programme, and commenced investigation of replacement customer proposition * Instigated negotiations with potential partners throughout New Zealand to enhance customer value proposition across both residential and business segments. Professional Contracting & MBA (Marketing) part-time (Heriot-Watt University) * January 2010 - November 2014 Redundancy from Meridian Energy in early 2010 provided the impetus to pursue professional contracting opportunities whilst simultaneously undertaking part-time study for an MBA in Marketing at Edinburgh Business School, Heriot-Watt University. Contracted to both private and public sector organisations and was involved in the development of strategy and operational implementation, across both marketing and communications. Prepared communications plans, PR strategies, commissioned research and developed customer engagement and stakeholder management plans. Implemented campaign management, oversaw digital marketing programmes and managed changes to pricing and channel strategies. Undertook a year-long contract at Australia's leading loyalty marketing agency in Sydney, AIMIA, acting in a senior client services role for one of Australia's
Meridian Energy Utility/Energy Communications Manager Meridian Energy, Wellington, NZ * Meridian Energy is NZ's largest electricity generator, with 2b NZD in revenue, 185,000 customers and 600 staff ------- Role: Responsible for external relationships with Meridian's key stakeholders, customer base and targeted prospects Highlights: * Responsible for delivery of Meridian's Annual Reports - on-time and 20% under budget * In the B2B area, primarily accountable for brand and communications to Meridian's rural segment, some 11,000+ customers, an increase of 12% during role's tenure * Strategic focus and tactical implementation across corporate communications to ensure consistency with business objectives and brand alignment - particularly environmental, economic and social sustainability * Liaison both internally and with advertising, design and media agencies to execute best-in-class communications * Role also incorporated event management, targeted customer acquisition and co-marketing with preferred suppliers.
Critchlow Limited, Wellington, NZ * ------- Critchlow Ltd is an IT company specialising in location intelligence with revenues of 7m NZD and a team of 30 Role: Sole-charge responsibility for marketing and communications activity in B2B arena, member of management team Highlights: * Set company's marketing direction and oversaw implementation of programme of activity * Close interaction with sales team to drive lead generation and optimise revenue * Focus on retention in government sector, whilst simultaneously targeting new business in commercial arena * Generated cost savings in marketing activity of 20% over previous plan * Dedicated 25% of marketing budget to overhaul and re-launch of company website * Communicated one-on-one - with all 30 employees - contents of marketing plan, where internal communication had been perceived as company weakness * Assumed greater responsibility with tenure, became accountable for Customer Relationship Management system.
Nz Racing Board
NZ Racing Board (TAB), Wellington, NZ * The NZ Racing Board administers all racing and sports wagering in NZ, with annual revenues of 1.5b NZD and 300 staff ------- Role: Responsible for TAB account-holder customer base, some 120,000 active account-holders, and all BTL marketing activity Highlights:
* Increase of 13% in total B2C account turnover ------- * Partial outsourcing of CRM capability to external provider to better capture customer * Developed and implemented High Value retention programme, where 5% of customer base provided 40%+ of account revenue. Programme comprised VIP events, branded gifts, dedicated VIP access number and more targeted, segmented communications * Put in place ethnic marketing programme of work, predominantly in Auckland area, to capitalise on potential segment customer value across portfolio * Developed overhaul of account administration policies to remove unnecessary barriers to entry for customer acquisition and to improve the experience for existing customers * Implemented more transparent customer reporting, `dash-board' segment structure.
Telecom NZ Telecommunications Market Manager - Rewards Rewards Programmes, Telecom New Zealand Ltd., Wellington, NZ * 8,500 employees in NZ and Australia deliver annual revenue of 5b+ NZD for one of New Zealand's largest firms ------- Role: Accountable for consumer marketing rewards portfolio across both B2C and B2B - Fly Buys, School Connection and SeniorNet Highlights: * Fly Buys-registered segment provided 6-11% more revenue, had 5% greater preference for Telecom and was 3% less likely to churn than non-registered Telecom base. 50% of Telecom consumer base registered to collect Fly Buys * Worked closely with both product and segment managers, across business and consumer, to implement retention programmes and focus on customer engagement to renew contracts and promote new product and service launches * Fly Buys Bonus Points promotions generated response rates of 1.5%-3.4% across suite of Telecom products / services * Accountable for re-launch of School Connection. Telecom investment increased from $9m to $10m p.a. Outsourced programme administration, returning annual savings of $400k-$600k * Developed strategies for greater ROI from involvement with SeniorNet to promote broadband at club / individual level * Facilitated exit from Telecom's proprietary loyalty programme, Talking Points, to enter Fly Buys - project delivered on-time and under budget, with limited impact on brand and customer loyalty. Annual savings of $10m-$15m realised * New Zealand DMA Gold Award Winner - RSVP - 2002 - Customer Retention * United States DMA Bronze Award Winner - ECHO - 2003 - Consumer / Communications / Utilities.
WestpacTrust Banking Project Analyst - Credit Cards hotpoints - Credit Cards (Maternity leave cover), WestpacTrust, Auckland, NZ * ------- NZ's second largest bank and top 20 New Zealand company Highlights: * Co-management of hotpoints, WestpacTrust's credit card rewards programme - campaign management (below-the- line), leverage, management of outsourced telemarketing capability, exclusively in the B2C space * Registrations to programme increased 12% during tenure, campaign response rates ranged from 1.2%-2.7%.
Chartered Institute Of Marketing
University Of Wolverhampton
Languages and Business