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jobs
CRM and Email Expert
John Bull
,
surrey, United Kingdom
Experience
Other titles
Skills
I'm offering
.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Available
My experience
2020 - ?
job
Head of CRM
Lanistar.
A challenger startup online bank looking to rival Monzo and Revolut
• Creating the full CRM strategy from scratch, including onboarding, welcome and upselling customer journeys.
• Selected technology required and integrated into current systems.
• Control CRM budget and hired staff to form CRM team.
• Setup templates, campaigns and journeys, including testing plan and full IP warming for new system.
• Created sales funnel for prospect marketing and executed campaigns at each stage of the journey.
• Creating the full CRM strategy from scratch, including onboarding, welcome and upselling customer journeys.
• Selected technology required and integrated into current systems.
• Control CRM budget and hired staff to form CRM team.
• Setup templates, campaigns and journeys, including testing plan and full IP warming for new system.
• Created sales funnel for prospect marketing and executed campaigns at each stage of the journey.
Marketing, CRM, Budget, Onboarding, Sales, Technology, Testing, Online
2020 - 2020
freelance
CRM Consultant
WorldRemit.
Leading remittance company
• I was overseeing the migration from Dotmailer to Braze CRM platform
• Creating new and setting up current customer journeys
• Onboarded new channels including push notifications and sms.
• Organised marketing plan for regular marketing campaigns during the transition
• I was overseeing the migration from Dotmailer to Braze CRM platform
• Creating new and setting up current customer journeys
• Onboarded new channels including push notifications and sms.
• Organised marketing plan for regular marketing campaigns during the transition
Marketing, CRM, UP
2016 - 2019
job
Head of eCRM
Communisis.
A multichannel marketing and advertising agency.
• Worked with some of the UK's largest brands, including Dulux, Argos, BT, Barclays, Nationwide, Direct Line and The Caravan Club.
• Increased CRM revenue by over 125% through new business, up-selling, cross-selling and retention programmes, winning a number of awards along the way.
• Implemented various retention strategies resulting in an increased in retention rates with all clients by an average of 14% whilst simultaneously improving Net Promotor Score.
• Managed a team of 6 setting clear KPI's and metrics to develop a lean, agile and data-driven operations culture, whilst optimising ROI of campaigns and actions implemented.
• Established, implemented, and managed multi-channel CRM technical solutions (including ESPs) and products designed to meet business, client and customer requirements.
• Developed multi-channel marketing strategies (email, push, SMS, direct mail, social, web) for customer lifecycle, on-boarding, growth, and win-back programs, developing the most efficient and effective workflows for automation.
• Analysed customer touch points and set-up contact strategies and customer journeys with auto-responders and timely triggered campaigns to funnel customers from the homepage through to conversion.
• Introduced demand generation leads through numerous channels including webinars, blog posts, events, white papers and all social media channels.
• Developed new customer account areas within the websites using data metrics to display the key products intended to increase retention rates whilst also allowing crossell and upset opportunities.
• Fostered a disciplined A/B+ testing approach and effective campaign measurement methodology, including design and management of control groups. Optimised future campaigns with personalised data-driven insights on customer interactions across channels.
• Collaborated across multiple departments and stakeholders, working closely with data analysts and sales operations teams to optimise CLTV and customer segmentation modelling, as well as adhering to GDPR rules and procedures.
• Lead presentations and effectively analysed and translated data to deliver systematic reporting on CRM activity and conversion into actionable business plans and campaigns.
• Worked with some of the UK's largest brands, including Dulux, Argos, BT, Barclays, Nationwide, Direct Line and The Caravan Club.
• Increased CRM revenue by over 125% through new business, up-selling, cross-selling and retention programmes, winning a number of awards along the way.
• Implemented various retention strategies resulting in an increased in retention rates with all clients by an average of 14% whilst simultaneously improving Net Promotor Score.
• Managed a team of 6 setting clear KPI's and metrics to develop a lean, agile and data-driven operations culture, whilst optimising ROI of campaigns and actions implemented.
• Established, implemented, and managed multi-channel CRM technical solutions (including ESPs) and products designed to meet business, client and customer requirements.
• Developed multi-channel marketing strategies (email, push, SMS, direct mail, social, web) for customer lifecycle, on-boarding, growth, and win-back programs, developing the most efficient and effective workflows for automation.
• Analysed customer touch points and set-up contact strategies and customer journeys with auto-responders and timely triggered campaigns to funnel customers from the homepage through to conversion.
• Introduced demand generation leads through numerous channels including webinars, blog posts, events, white papers and all social media channels.
• Developed new customer account areas within the websites using data metrics to display the key products intended to increase retention rates whilst also allowing crossell and upset opportunities.
• Fostered a disciplined A/B+ testing approach and effective campaign measurement methodology, including design and management of control groups. Optimised future campaigns with personalised data-driven insights on customer interactions across channels.
• Collaborated across multiple departments and stakeholders, working closely with data analysts and sales operations teams to optimise CLTV and customer segmentation modelling, as well as adhering to GDPR rules and procedures.
• Lead presentations and effectively analysed and translated data to deliver systematic reporting on CRM activity and conversion into actionable business plans and campaigns.
Management, UP, Winning, Social, Demand generation, Campaign, Web, KPI, Testing, Retention, Net, Growth, Blog, Sales, Marketing, GDpr, SoMe, Lean, Automation, ROI, Agile, Websites, Operations, CRM, Advertising, Design, Social Media
2014 - 2016
job
Head of Customer Marketing
Powwownow.
The UK's leading free from contract conference call service. A proven success story having challenged the core market it operates within, driven by award winning marketing campaigns to deliver success.
• Developed, optimised and refined the customer strategy and promotions for the UK market from the ground up, identifying opportunities to increase retention rates, reduce churn and ultimately improve CLTV.
• Communicated CRM activities and key takeaways internally to ensure coordination across channels and departments, setting out objectives for future campaigns.
• Lead the customer team in the evolution to best-in-class lifecycle marketing.
• Project managed systems and platforms, including setup, testing, deployment, and reporting of activity.
• Created the Customer and CRM roadmap, strategy and touch points covering a range of communications channels along the customer journey.
• Developed company-wide customer segmentation driven on insights, placing customers and the forefront of all activity.
• Ownership of the CRM budget and ensuring a positive ROI against targets.
• Developed, optimised and refined the customer strategy and promotions for the UK market from the ground up, identifying opportunities to increase retention rates, reduce churn and ultimately improve CLTV.
• Communicated CRM activities and key takeaways internally to ensure coordination across channels and departments, setting out objectives for future campaigns.
• Lead the customer team in the evolution to best-in-class lifecycle marketing.
• Project managed systems and platforms, including setup, testing, deployment, and reporting of activity.
• Created the Customer and CRM roadmap, strategy and touch points covering a range of communications channels along the customer journey.
• Developed company-wide customer segmentation driven on insights, placing customers and the forefront of all activity.
• Ownership of the CRM budget and ensuring a positive ROI against targets.
Marketing, CRM, Budget, Deployment, ROI, Service, It, Retention, Testing, Winning, UP
2012 - 2013
job
CRM lead
Bwin and PartyPoker.
The world's leading name in online betting and real money gaming.
• Owned the CRM plans on some of the biggest sites in the UK including Party Poker, Foxy Bingo and ITV gaming.
• List management of all customer data within databases to include opt-out management, hard bounce management, and new subscriber uploads.
• Developed the CRM strategy for a number of sites and customers to increase LTV. I controlled the management of the entire CRM process from planning and creation to execution and reporting.
• Other key areas of responsibility include the creation for SMS pushes to customers, member area messaging and communication, and any new landing pages and updates using our CMS system. I developed and maintained triggered communications (emails, SMS and offline packs) for the UK markets.
Further previous experience available on request (2005-2012),
including BSI, Moneybookers (Skrill), Ladbrokes
• Owned the CRM plans on some of the biggest sites in the UK including Party Poker, Foxy Bingo and ITV gaming.
• List management of all customer data within databases to include opt-out management, hard bounce management, and new subscriber uploads.
• Developed the CRM strategy for a number of sites and customers to increase LTV. I controlled the management of the entire CRM process from planning and creation to execution and reporting.
• Other key areas of responsibility include the creation for SMS pushes to customers, member area messaging and communication, and any new landing pages and updates using our CMS system. I developed and maintained triggered communications (emails, SMS and offline packs) for the UK markets.
Further previous experience available on request (2005-2012),
including BSI, Moneybookers (Skrill), Ladbrokes
CRM, CMS, SoMe, Management, Landing pages, Online
My education
University of Bournemouth
BSc, Multimedia Communications
BSc, Multimedia Communications
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