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ESTHER WALKER CV Feb 2016

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ESTHER WALKER CV Feb 2016

  1. 1. Esther Walker 1 Derbyshire Tel: 07812 341838 Email: estherwalker595@btinternet.com A marketingprofessional specialisinginCRM/Loyalty withover tenyears’ experience ofdeveloping and maintainingauthenticand robustclientandsupplierrelationships forwell-knownUKandglobal brands. Highly proactive, creative and commercial; acknowledged for a collaborative approach to strategic account management, which maximises revenue and account growth opportunities. A hands on senior Manager with a passion for delivering customer excellence who achieves exceptional levels of service. Key Skills and Achievements Marketing  Successfully ledanewUK Shell loyaltyprogramme,with1.3millioncardholders,which became the bestpractice programme for Shell globally. Launchcompletedwithin6months witha budgetof £1m  Introduceddigital marketingcampaignsonline,email andSMSusingthe pluspoints customerdatabase,resultinginthe reductionof paperstatementsandmailingsand significantcostsavingsof £400k inyear 1  Developedandlaunchedatieredmarketingmodel strategy toenablemarketingbudget focuson highvalue customers, resultinginasavingof £1.5m perannum froma launch budgetof £0.5m  LaunchedV Powerelite clubfortoptiercustomers,fromconceptdevelopment,throughto operational delivery.NominatedforanIDMbusinessawardandvotedrunnerup  Createda monthlydashboardreportproviding in-depthcustomeranalysisenablingeffective campaigntargeting,whichinadditionledtosale of licenseforadata miningtool, generating additional income streams  Introducedcosteffective,segmented customercommunicationstoreduce marketingspend permemberanddrive desiredcustomerbehaviourthroughdetailedanalysisof trends Strategic Account Management  Builttrust-basedrelationships throughthe deliveryof exceptionalcustomerservice which resultedinaccessing opportunitiesforadditional revenue,accountgrowth andbeing recognisedasa partnerof choice (ultimatelybeingofferedarole withthe client)  Builtandleda flexible andproactive accountteamwhichmanagedmultiple complex projectswithchangingpriorities,workingtotightdeadlinesandalwayswithinbudget  Awardedtopsaleswithinclientservicesteam, increasedrevenueby25% foradditional servicesandexpanded the dedicatedheadcountwithinthe accountteam  Projectmanaged the firstloyaltybrandedforecourtPOScampaignacross1000+ retail sites inthe UK. Createdpromotionthemes,managed all aspectsof delivery,includingsourcing rewardpartners,operational mechanicsandoverseeingdevelopmentof website  Setup effectiveaccountmanagementprocessesfromscratch,managedclientbudgetsand developedaccountplansagainstprojectedtargetswhichwere presentedatBoardlevel
  2. 2. Esther Walker 2 Operational Delivery  Builta global outsourced contractual model forthe fulfilmentservice deliveryof Cards,PINs and invoices across35 countriesforShell CommercialFleetB2Bfuel, 4 key contracts with annual budgetresponsibilityfor60meuros  AppointedasStatutoryDirectorforeuroShell B.V.contracts,actingasSME for all new partnercontracts, responsible fornegotiatingall service level agreementsandensuringfit for purpose fromanoperational delivery stance acrossIT,Card OperationsandMarketing  AppointedasImplementationLeadforaglobal restructure of the SalesSupportteam, involvingmanaginganumberof internal andexternal teamsacrossmultiple culturesand time zoneswithinthe Commercial Fleetretailbusiness  Turnedaroundperformance of whatwas viewedasacriticallyfailingbusinessareabysenior stakeholders within6months  Deliveredservicedeliveryprocessimprovementsachievingcostsavingsof upto$2.2m pa within12 months Career Summary SELF EMPLOYED June 2015 – current The MarketingDepot - Freelance MarketingSpecialist I have setup my owncompanyThe MarketingDepot and workingas a freelancerIam sharingthe marketingexperience thatIhave gainedworkingforinternational companieswithsmall business owners,helpingthem tomaximisetheirreturnoninvestmentand touse theirmarketingbudget effectively. Iprovide arange of services acrossthe full marketingmix,clientstodate include: The HR Dept- Belper,Derbyshire.A franchise providingoutsourcedHRservicestosmall/medium businesses. 2monthcontract.  Createda customermarketingstrategyalignedtothe businessplan  Prepared promotional marketingmaterial forlaunchof new service  Reviewedoperational processesandresourcingplan Izzi of Baslow - Baslow, Derbyshire.A fashionretailersellingluxury designerbrands.4 month contract  Revieweddatasystemsinordertoconsolidate andprovide asingle customerview andto enable datadrivenmarketing  Cleanedcustomerdatabase of 2,500 customers,workingwithEPOSsupplier tofullyleverage the systemcapabilities  Designed,briefedandoversawdeliveryandsetupof a suite of marketingKPIreportsforthe businessowner
  3. 3. Esther Walker 3  Prepareda segmentedcustomermarketingstrategybasedupondatareportstodrive acquisition,retention,stretchspend,etcandintroducedROIandcampaignmeasurement  Organisedmarketingevents –fashionshowsforcharitycausesandoptimisedeventsto collectcustomerdataand thencovertto purchasers  Reviewedsocial mediacontentstrategyandmade recommendationsalignedtooverall marketingstrategy andcustomerinsights  Providedcopyandcreative forbothon and offlinecreatives,includingmanagingprint suppliers  Introducedoperationalprocessesonthe shopfloortoleverage marketingopportunities withthe customerand differentiate the customerexperience,forexamplepurchase value basedfree gifts,collectingcustomerdataaccuratelyat POS  Preparedproposal forlaunchof a loyaltycard forcustomers FITISM- Bakewell,Derbyshire.A healthandfitnessprovider.Currentcontract.  Overseeingdevelopmentof apre and post launchstrategyfora new site launch  Reviewingexistingbusinessendtoendprocessestoensure operational excellence and overseeingdeploymentof processimprovements,includinganynecessaryteam trainingand development  Carryingout customerjourneymappingtoensure thatthe customerisat the heartof delivery andthe marketingstrategy  Reviewingall customerdatasystemswithaview toconsolidate toenableeffective and efficientbusinessprocessesand executionof adata drivenmarketingstrategy  Overseeingdevelopment(layoutandcontent) of new website SHELL INTERNATIONAL PETROLEUM COMPANYLIMITED 2006 - 2014 Global Contract Manager 2011 – 2014 A leadingissuerof in-housespecialpaymentcardsforB2B customersrepresenting25%+of global retail sales. PromotedtoSeniorGrouppositionasContractManager overseeingoutsourcingof B2B fuel card operationstoanindustrystandardfuture state solutionplatform - $300m investmentover 10 year contract across 35 countries. Single pointaccountabilityforglobal service deliveryand contract management. Leaderof multicultural globalvirtual team - 15 directreports.  Negotiatedcontractual SLA’s,financial service credits,KPI’s, incidentmanagement, governance,reporting,performance reviews,disasterrecoveryandchange management  Deliveredservicedeliveryprocessimprovementsachievingcostsavingsof upto$2.2m pa  IntroducedfirstGlobal ContractFrameworkrecognizedas‘BestinClass’byexternal auditors for Shell Retail CommercialFleetcontracts  On boarded newglobal team - recognizedashighperformersduringfirst12 months  Managed transitionprocessof global fulfilmentservices(card,invoice andPIN) including novating 5 global suppliercontracts  WorkedcloselywithSalesandMarketingtoensure thatB2B marketingCVPswere robust – actingas the service deliverySMEfor all new CVPconceptsandoversaw the endto end
  4. 4. Esther Walker 4 deliveryof these throughmultipleandcomplex channels  Createdcomplex change managementmodeltomanage change requestsacross35 countries,responsible forreview and signoff of all businesschange  ReceivedService RecognitionAwardsforoutstandingperformancewithinShell Groupover7 consecutive years Global FulfilmentManager 2010 - 2011 EU Fulfilment&Global ProcessManager 2009 - 2010 FulfilmentExcellence Co-ordinator 2006 – 2009 CARLSON MARKETING AccountDirector 2001 – 2006 NCH MARKETING SERVICES Headof AccountManagement 1996 – 2001 Training and Education  Shell DirectorshipTraining  Global BrandingandCommunications  RelationshipBuilding  VariousManagementDevelopment,TeamLeadershipandCoachingSkillsCourses  Presentationskills,SalesNegotiationandEffectiveCommunications  HND BusinessandFinance (MarketingStream)  Certificate MarketingResearchSociety  2 A’Levels,9GCSEs  CurrentlystudyingforDiplomainSocial Media

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