Helping businesses build, improve and scale customer lifecycle programmes that increase retention, engagement and lifetime value.

Customer acquisition is expensive. The businesses that grow sustainably are the ones that retain, engage and grow the value of their existing customers.

I help businesses build CRM and customer lifecycle programmes that improve retention, increase customer lifetime value and create scalable ways of working.

Over the past 15 years I've worked across agency and client-side leadership roles, including PokerStars, Paddy Power and most recently building the CRM function from the ground up for a multi-product sportsbook and casino operator.

Whether you're building a CRM function for the first time or looking to improve an existing programme, I provide practical, commercially focused advice that teams can implement.

I can help with:

• CRM strategy • Customer lifecycle design • Customer segmentation • Retention and reactivation strategy • CRM operating models • Campaign planning frameworks • Customer journey mapping • CRM audits and recommendations • Team structure and ways of working • CRM reporting and KPI frameworks • Stakeholder workshops • Customer insight and optimisation

Every engagement is tailored to your business, with a focus on practical recommendations that create measurable commercial value.