Bachelor of Science (BSc) @
The University of Reading
Award-winning senior CRM professional with an expert knowledge and significant experience in customer insight and analytics, data-driven marketing and customer experience. Listed in the DataIQ "Big Data Top 50" most influential people in data-driven marketing. Strong commercial focus and recent leadership experience of major Digital CRM programme. Influential leadership style with proven successful track record in team
Award-winning senior CRM professional with an expert knowledge and significant experience in customer insight and analytics, data-driven marketing and customer experience. Listed in the DataIQ "Big Data Top 50" most influential people in data-driven marketing. Strong commercial focus and recent leadership experience of major Digital CRM programme. Influential leadership style with proven successful track record in team leadership and delivery in both direct and matrix structures. Experience in both senior consulting and blue-chip clientside environments with the ability to bridge a deep understanding of customer analytics and CRM systems with practical operational marketing expertise.
Specialties: CRM, Customer marketing, Customer Experience, Customer strategy, Customer Management, Customer Insight, Big Data, Customer data management, Customer analytics, Customer retention, Customer acquisition, Customer Cross-sell, Segmentation, Customer Lifetime Value, Next Best Action, Targeted Marketing, BTL Marketing, Digital Customer Management, Digital CRM.
Director of Customer Marketing @ From 2015 to Present (less than a year) YeovilHead of Customer Base Marketing @ Responsibilities include: Customer marketing and CRM across all consumer lines of business; Ownership of customer comms strategy through Customer Lifecycle Management (CLM) approach; cross-sell, dual sell and up-sell; Marketing planning and effectiveness; Development and delivery of trigger-based targeted “Smart” campaigns using Unica toolset; Multi-channel CRM responsibility including email, SMS, Retail and online; Development of customer Loyalty programmes; Development of new MI and reporting suite for existing customers From 2014 to 2015 (1 year) Head of Customer Analytics & CRM @ Responsibilities include: CRM and data-driven marketing for all Aviva UK brands; Customer Analytics and Insight; Customer MI and reporting; Marketing Planning and effectiveness; Marketing Campaign Selections and Management; CRM strategy and segmentation; build of new Single Customer View; Real-time decisioning. Designed new operating model for customer data and analytics From 2011 to 2014 (3 years) Head of Customer Marketing & Retention @ Accountable for customer marketing and retention for all products and sectors across B2C and B2B within the Health Insurance business. Start-up position with remit to buid new customer marketing, retention and customer experience capability. Developed new Customer Strategy and designed data and analytics operating model. From 2008 to 2011 (3 years) Head of CRM @ Accountable for all strategic marketing and consumer contact planning and management (online and offline) at BT Retail to base of 15m+ customers. Responsiblilities included building a customer management capability and CRM team from scratch. Highlights included development of new customer segmentation, customer lifecycle and Lifetime Value models, together with rollout of new real-time decisioning system and introduction of new marketing planning process. From 2006 to 2008 (2 years) Senior CRM Strategy & Customer Experience Manager @ Primary responsibility for defining and managing the CRM strategy and transformation across British Gas with the key aim to transform British Gas from a volume-driven "one size fits all" organisation to a dynamic customer value-driven organisation. From 2002 to 2006 (4 years) Senior CRM Consultant @ Subject Matter Expert in customer intelligence and analytics.
Key highlights included development of customer retention & acquisition strategies for a major telco, (building lifetime value & segmentation models, customer-led propositions, & designing the supporting organisational blueprint); developing online customer experience requirements for a B2B portal for a major insurance company; programme managing the rebrand of a major utility company. From 2000 to 2002 (2 years) Head of Marketing @ Primarily B2B role with operational accountability for all marketing campaign activity, agency management incl. PR and Market Research and sales lead generation activity. Best practice responsibility across the Cendant Group. Developed B2B marketing database and built framework for monetising business data. Built telemarketing function from scratch and transformed lead generation capability, improving sales output by 50% in 2 years. From 1998 to 2000 (2 years) Marketing Analysis Manager @ From 1996 to 1998 (2 years) Customer Analysis Manager @ From 1993 to 1996 (3 years)
M.Phil Research Degree, Geophysics @ University of NottinghamBachelor of Science (BSc), Geological Geophysics @ The University of ReadingLawrence Sheriff Grammar School Jon Waring is skilled in: Segmentation, Analytics, Strategy, Database Marketing, Customer Analysis, Customer Insight, Customer Retention, Customer Experience, Business Transformation, Marketing Strategy, Data Mining, Predictive Analytics, Customer Lifecycle..., Customer Value, Stakeholder Management, Marketing, Management, Multi-channel Marketing, Customer Acquisition, Business Process..., Proposition Development, Financial Services, Predictive Modeling, Market Planning, CRM, Customer Value..., Customer Analytics, Campaign Management, Customer Loyalty, Direct Marketing, Customer Experience..., Business Analysis, Data Management, Management Consulting, Business Strategy, Strategy Development, Business Intelligence, Lead Generation, Data-driven Decision..., Email Marketing, Marketing Management, Churn, Database Segmentation, Data Analysis, Customer Satisfaction, Customer Segmentation..., Long-term Customer..., Customer Acquisition..., Customer Contact, Leadership
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