Experience

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  British airways

  Feb 2001 - Mar 2002

  Programme communications manager

  Directed all communications for a multi-million pound strategic outsourcing program, affecting 30-40 000 people across the airline.Turned around a highly criticised area into one recognised as delivering real value. Significantly increased programme commitment at all levels, evidenced by an internal survey and endorsed by senior management.

• 

  Virgin media

  Jun 2002 - Dec 2004

  Manager market strategy (travel & retail)

  Defined roadmap and relaunched B2B portal previously losing position in the market. Constructed and led the cross functional team to deliver the on-going roadmap.Renegotiated supplier contract and won new accounts. Increased revenue by 30% and margin by 10%.

• 

  Ymogen

  Jan 2005 - Nov 2005

  Business consultant: marketing

  New Media Start up where I developed and agreed the Value Proposition and Go to Market plan. Delivered the communications plan and budget with Request for Proposal document and target list to engage a PR agency. The business subsequently won significant contracts with leading brands and secured the funding defined in the business plan

• 

  Sita

  Nov 2009 - Nov 2019

  Created the vision and strategy for an under-utilised B2B desktop product and transformed its design, roadmap and technical stack to deliver excellent user experience and demonstrable customer value. Evidenced by customer feedback and 110% increase in product utilisation over 24 months.Evolved product team processes to be increasingly agile, incorporating data, design thinking and continuous customer engagement into design, develop and test. Delivered first project 3 months early with immediate adoption by key customers.Initiated and gained approval for a new concept for real time synchronisation of customer data by integrating across multiple sales channels (B2B & B2C) and the Loyalty & CRM Platform. Achieved buy in from multiple cross functional teams for agreement to proceed with recommended designs.Ran the highest rated plenary session at a portfolio wide customer working group and subsequent full day product sessions with impactful, interactive content. All attendees engaged fully and provided deep insights into their business problems. Show less Delivered innovative new customer management service including a lifetime value algorithm and personalisation through multiple touch points. Adopted by new customers and existing customersDevised a unique, low risk partnership to package defined consulting services with the loyalty technology offer, to ensure customers realise measurable benefits, as confirmed by an industry leading consultant.Improved product profitability by around 10% through pricing adjustments and cost management both internally and with external partners. Show less

  • Senior Product Manager, Airline Desktop, Customer Profile, Loyalty & CRM

    Oct 2017 - Nov 2019

  • Product Manager, Customer Profiles, Loyalty & CRM

    Nov 2009 - Mar 2018
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  Loyaltyplus

  Jan 2020 - Dec 2020

  Business development director

  Leading the development of value proposition and go to market strategy for Loyalty Services in the airline and hotel sector, building on an excellent product run by a highly skilled and responsive team. Developing deeper customer insights to inform everything we do.

• 

  Cheetah digital

  Jan 2021 - Sept 2022

  • Head of Product Enablement

    Jan 2022 - Sept 2022

  • Senior Product Manager, Loyalty

    Jan 2021 - Dec 2021
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  Marigold

  Aug 2022 - now

  Senior director product enablement