Francesca Helena Pateman

• Manage ongoing development/strategy of Southeastern eCRM activity to ensure achievement of targets and revenue objectives
• Manage range of planned and ad-hoc online campaigns and offers based on trading needs
Identify new online revenue streams and maximise commercial opportunities
• Manage all email brand/creative development spends within budget and to agreed ROI
• Work with Communications Team to ensure all email content is up to date and correct
• Proactively develop and copy write new content to best communicate brand values and commercial objectives
• Work with Data Protection Officer to ensure GDPR compliancy for BAU activity and database maintenance
• Trial and test activity to optimise and to build database, driving innovation and supporting relevant projects
• Champion the customer experience and proactively identify ways to improve guest online journey post click through
• Manage internal rewards programme by working with partners and procurement to deliver loyalty and retention incentives
• Conduct ongoing analysis of eCRM activity, share this internally and optimise based on findings
• Management of related agencies and close working relationship with various groups
• Support Marketing and Campaigns Managers to deliver campaigns and other elements of wider Marketing strategy

• Deliver multi-channel CRM strategy in conjunction with Head of Marketing; providing monthly performance reports and analysing these to identify growth and performance improvement opportunities
• Deliver and optimise multi-channel marketing campaigns that achieve company KPIs
• Work with marketing team to deliver customer-centric marketing activity that positively impacts ticket sales, customer acquisition and customer lifetime value
• Identify, and segment, audiences and target groups, in order to deliver most relevant content that engages with and retains customers
• Coordinate all campaign-related activities with wider Marketing team; such as planning, content creation, design for email and app campaign templates
• Update line-management weekly on performance status of all CRM activity; with particular focus on growth and performance improvement opportunities performance
• Work together with international Product Managers and Marketing teams to learn about, and apply, industry ‘best practise' and adoption of new technologies (where applicable)
• Manage data handling processes, including subscription requests and opt-outs; to ensure GDPR compliance (or similar)
• Data administration; to include managing, importing and exporting data securely

B2B

• Create sector specific landing pages to help drive customer engagement with FT.content
• Use LinkedIn to promote these landing pages; tracking performance weekly and adjusting budget if needed
• Building, testing and sending out Board Director email, weekly

B2C

• Help with email migration project

• Send weekly Cote and Cote at Home emails are sent on time each week, and to correct audiences
• Ensure all automated email programmes are running smoothly and efficiently
• Deliver robust planning process that plans 4 weeks ahead at any time

• Refine and deliver Zoro email marketing strategy
• Day to day email output and tweaking of campaigns
• Responsible for email marketing KPIs, setting and delivering on overall goals
• Create landing pages, upload new content for Zoro.co.uk using CMS
• Develop Zoro's knowledge Hub

• Write relevant and engaging content for CRM campaigns in English - email, web banners etc (working with translators for localisation)
• Produce assets for CRM campaigns in Photoshop
• Building, testing and deploying email campaigns
• Produce regular reports on channel and campaign performance
• Provide insights and ad hoc reports to inform CRM strategy

• Help colleagues create engaging and clear content for customers on website
• Migrate and accommodate existing and new content in new web estate
• Manage content changes for users and business
• Be the gatekeeper of new content from commercial agreement managers, help and support, marketing etc
• Upload content to Salesforce CMS and manage content changes

• Create audiences and improve segmentation within Salesforce Marketing Cloud
• Develop personalisation and dynamic email content within SFMC - Email Studio
• Work with design team to ensure that all email activities are in keeping with brand values and guidelines
• Refresh email creatives on automated campaigns (Welcome emails), including product selection and promo banners
• Weekly analysis and reporting on email campaign performance to monitor click through rates using Excel pivot tables.

• Drive email and communication activities that promote and position Futurelearn to different customer groups (prospects/learners/partners)
• Plan and schedule newsletters, engagement emails and reactivativation emails accordingly
• Work alongside development and product teams to enhance customer experience throughout email and CRM customer journey
• Work with content team to develop compelling copy as well writing my own copy
• Increase and monitor overall conversion rates for email
• Manage creation and delivery of Email, CRM & Marketing campaigns
• Analyse and report on CRM Email marketing campaigns in order to optimise performance.

• Create and deliver calendar of specific communications
• Develop and shape CRM content/email plan
• Analyse, evaluate and report on all email campaigns for internal evaluation and make recommendations for enhancements where necessary
• Create relevant content across all customer journey touchpoints, linked to recruitment cycle and based on insights about unique customer segments
• Work collaboratively across teams, particularly content team, to ensure that all content and communications are integrated across channels (including social)
• Ensure events and conversion activities are segmented and personalised where appropriate, with information tailored to customer's needs at that particular point in customer journey
• Manage and oversee programme of Course Ambassadors that provide content for customer experience team; providing training and setting tasks
• Work with Design team (and other agencies where appropriate) to produce assets for email, other relevant communications and digital content.

• Develop and deliver online fundraising campaigns, programmes and activities, supporting income targets and KPIs
• Write and publish website articles and blogs
• Manage all pages within fundraising section of website plus develop and maintain landing pages
• Manage supporter queries related to digital output and products
• Community management on Facebook
• Collect data on online activity and collate reports.

• Coordinate production of effective and targeted communications and marketing
• Write and upload content for website
• Prepare briefs and work with/monitor external agencies and suppliers
• Ensure consistent brand identity for Living Streets and apply house style, tone of voice and brand guidelines to content across all communications
• Ensure that communications are tailored effectively to reach specific project audiences
• Seek out opportunities to promote and publicise Living Streets projects within given/limited resources in line with organisational strategies.

• Create monthly newsletters for clients and candidates
• Write recruitment/career advice articles
• Create/ distribute content on all social media channels
• Report on online activity monthly
• Arrange internal events
• Update website as required
• Update/create marketing collateral using Adobe products
• Devise and deliver TPP annual salary surveys and other reports.

• Build and schedule daily newsletters within Exact Target to promote The Guardian travel/holiday range
• Proofread print adverts on behalf of each part
• Manage holidays section of The Guardian's website
• Create adverts using In Design
• Alter Images in Adobe Photoshop
• Analyse Data in Google Analytics
• Work with commercial partners to develop offers and promotions.