Paul Smith

,Oversee company-wide Email and CRM strategy for direct customer communications, customer segmentation and retention strategies ensuring alignment with company goals and driving innovation in engagement and retention.

RESPONSIBILITIES
- Develop and implement comprehensive customer segmentation and communication strategies that nurture, engage and convert.

- Devise multiple strategies across multiple brands for successful customer retention and brand loyalty.

- Being the CRM "expert" in all areas with particular focus in segmentation, lead generation, email strategy and retention.
- Lead and mentor Email & CRM team, fostering a culture of innovation and continuous improvement.
- Collaborate with other departments (Product, Channel, Digital Strategy) to integrate segmentation and communications into broader campaigns.
- Ensure all data management policies are adhered to, in collaboration with Data Protection officer and Compliance team.

- Implementation and management of global-wide retail CRM strategy.
- Monitor industry trends, competitive landscape, and emerging technologies to keep the company at the forefront of email marketing innovation.

- Focus on improving KPI's such as Interaction Rates, LTV and data health through ongoing testing and analysis.

- Management of all email launch campaigns for 20-30 new products every year.

ACHIEVEMENTS

• Increased global Interaction Rate from 24% to 45% over 3 years.
• Delivered over 30M emails in one year.
• Created comprehensive segmentation strategy across multiple brands, regions and platforms.
• Migrated and consolidated multiple global CRM systems into one streamlined platform.
• Introduced global retail platform strategy for sales team.
• Increased "engaged" audience from 45% to 85%.
• Management of over 3.5M contacts.
• Introduced numerous initiatives through behavioural triggers.
  

• Build valuable relationships between Roland and customers from initial contact to lifetime loyalty, personalise interactions between Roland and customers with exceptional email marketing and marketing automation techniques.
• To earn invaluable trust, increase brand equity and lift in customer lifetime value.
• Global Strategy, Campaign Management, Lead Capture, Re-engagement of contacts, Lead Nurturing, Customer Insights, develop relationships and be that go-to person for globally for CRM, Email Marketing, Automation and Customer Journey.
• Project managed execution, implementation, structure, build, import and strategy of one global CRM system.

• Drive commercial results to reach individual and company KPI's by defining and delivering European campaigns through CRM activity, ensuring straightforward and strategic journey for customers at all times.
• Define, deliver and promote European acquisition & retention strategies, - Deliver pre-purchase, post-purchase and nurture programs - To live and breathe CRM, customer journey, customer data and be commercially driven to achieve both individual, team and company targets.

• Creation and implementation of promotional plans for existing brands and social platforms, generating new business leads, innovative online advertising campaigns, consult businesses on digital marketing strategies, create business plans, develop social media presence, create cost effective quotes.
• Collaborated closely with clients to understand business needs and professional expectations in effort to define plan to boost success.