Natalie Martin

Experience

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  Avon

  Jan 1994 - Jan 2003

  Sales Representative
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  Kent County Council

  Jan 1998 - Jan 2002

  Finance Assistant
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  (various)

  Jan 1999 - Jan 2005

  Bartender
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  IBM

  Jan 2000 - Jan 2001

  Operations Assistant
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  AEA Technology Inc.

  Jan 2003 - Jan 2005

  Graduate Trainee
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  Sainsbury's

  Jan 2005 - Jan 2007

  Department Manager
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  Bairstow Eves Countrywide

  Jan 2007 - Jan 2008

  Sales Negotiator
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  Saga plc.

  Feb 2008 - Mar 2020

  Delivering digitally based technology change projects, whilst ensuring successful business readiness and full delivery of the benefits case. Project Delivery1. Integration and configuration of Coupa, a financial cloud-based platform (SaaS) to transform and replace the Purchasing and Accounts Payable (AP) processes across Saga, using a configurable of the shelf product (COTS).I was responsible for leading a team of 15 drawing on a CAPEX of £993k and benefits of over £300k pa over 5 years including staff efficiencies; reducing paper and improved supplier relationships. 2. Opening Saga’s Membership to Shareholders – A Chairman’s sponsored project following commitments made to the City. Leading a team of 20, with a budget of £250k, I was responsible for design and implementation of a version of the membership programme for Shareholders. The offering went out to 400k shareholders, with a take up rate of over 100k shareholder members in the first month. 3. Digital Magazine App – Creating and developing a digital magazine App to become a content hub to build engagement with members.I led the team of 16 to deliver the App, working with a 3rd party for the shell of the Magazine. In the first week, we received 20,000 readers. 4. Saga Loyalty – creating and delivering the framework of a tiered programme to win, keep and grow Saga’s customer database using loyalty. Responsible for a CAPEX of £350k, I led a team of 24 through inception, business case, design, to the development and post-delivery. In the first 3 months membership doubled, home/motor renewal rates increased by 7% driven by membership, along with an additional £1.5m in Saga Travel sales through Membership offers. Show less As part of the Programme Management Team, I was responsible for a CAPEX of £300,000 leading the Operational workstream as part of the business transformation that Saga undertook to establish itself as a membership organisation.1. Initial implementation - I was responsible for defining the technical requirements for agents and scheduling development; training of 1,500 agents and planning 7 trainers across multiple UK sites. I implemented Saga’s GDPR preference tool (telephone, CRM and web) which was a fundamental component of the member value exchange. Within 6 months of delivery, Saga had 500k additional marketable names on the database.2. Membership helpdesk - Setting up the membership helpdesk of 40 people whose primary role was to resolve member queries and technical difficulties (web, App and post). I led all training requirements; ensuring that membership was consistently communicated, checking our tone of voice, and aligning all marketing and promotional activity to make sure members understood the changing membership benefit proposition. The team regularly hit 86% first call resolution, with the majority of other queries requiring 3rd party investigation.3. Post launch - I was responsible for managing the relationship between Membership and all contact centres across Saga and its subsidiaries covering agent training and development (developing CBT), ensuring all necessary information was provided. I continued to use my skills across a wide range of tasks including liaising between the contact centre and membership’s Commercial and Events teams; Internal Communications; Partnership Management; Marketing and MI Reporting. This led to a constantly improving internal NPS score for membership (May ‘19 – score 78). Show less Reporting to the Marketing Director, I primarily led on key strategic projects across Travel Marketing, most notably implemented GDPR to ensure we were compliant with the new regulations; proposing, implementing and managing a welcome home journey for cruise passengers driving a 15% increased sales conversation; owning the ‘recommend a friend’ travel-wide process (driving 450 additional monthly sales) and leading the cultural transformation of the new Saga behaviours, delivering a 5% improved staff engagement score.Other roles included working with 3rd parties on production of a Travel App; organising and facilitating of ship events for new and potential customers (driving £500k sales); managed the relationship with the WI; and managing the Group Travel Sales covering both the contact centre marketing delivering over £1.1m annual sales. Show less Reporting into the Marketing Director and Head of Marketing I was responsible for and led several projects including the Customer Support project (ensuring systems hold the required information for 1,500 agents, from design through to post-delivery); initiating and managing a mystery shopping process highlighting improvements that were subsequently implemented; ran a loyalty scheme for 9 months within the contact centres that saw an 5% increase on renewals; and re-forecasted the mailing schedule for potential postal strikes to prevent a loss of c£500k sales. Show less I started my career in Saga as part of the highly competitive Graduate Management Trainee Scheme. My placements during these three years were varied and challenging. I sought opportunities that would enable me to become widely recognised across the entire business as a strong delivery lead, highly motivated and a fast learner. I quickly become well regarded with many of the Senior team during this time. My placements included Finance, Change Management, Marketing, Holidays Commercial, Executive Assistant to Insurance CEO Roger Ramsden, Customer Services. Show less

  • Project Manager

    May 2019 - Mar 2020

  • Membership Project Manager

    Jun 2017 - May 2019

  • Marketing Operations Manager

    Jun 2015 - Jun 2017

  • Marketing Manager

    May 2011 - Jun 2015

  • Graduate Trainee

    Feb 2008 - May 2011