Open to opportunities

paul sheehy

@paulsheehy

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Customer Experience & Retention Marketing Manager with 15+ years of expertise.

United Kingdom

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What I'm looking for

I am seeking a role that fosters innovation in customer experience and offers opportunities for strategic impact.

With over 15 years of experience in customer experience and retention marketing, I have a proven track record of shaping and defining customer propositions that enhance satisfaction and improve retention rates. Currently, I serve as the Customer Experience & Retention Marketing Manager at Acacium Group, where I lead a comprehensive customer experience management program. My efforts have resulted in a remarkable 22-point NPS improvement and a 10% increase in customer satisfaction. I excel in project management, having successfully orchestrated high-value campaigns and events, including the annual Pulse Awards for healthcare workers.

Previously, I managed the customer retention program at Audi Finance, where I developed and implemented strategies that significantly improved retention rates across multiple retail centers. My initiatives led to Whetstone Audi achieving the top national ranking for finance customer retention for four consecutive years. I am adept at analyzing customer data to derive actionable insights and optimize future campaigns, ensuring alignment with strategic business objectives. My commitment to excellence has been recognized with multiple awards, including the Recruiter Awards 2024 for Best Recruitment Agency Marketing Team.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Retention Marketing Manager

Current

Acacium Group

Aug 2022 - Present (2 years 10 months)

Responsible for managing the customer experience program, leading multi-brand survey campaigns that improved NPS by 22 points and satisfaction by 10%. Project managed the annual Pulse Awards and developed retention strategies aligned with business objectives, utilizing data insights to enhance customer engagement.

Customer Experience Management Project Management Data Analysis Campaign Strategy Stakeholder Management Email Marketing Customer Journey Mapping MI And BI Data Utilization Retention Strategy

Customer Retention Manager

Group 1 Automotive

Aug 2013 - Jul 2022 (8 years 11 months)

Managed customer retention programs for Audi Finance, achieving significant improvements in retention rates. Developed engagement strategies based on customer lifecycle data and collaborated with marketing for loyalty campaign communications.

Customer Retention Data Analysis Campaign Management Stakeholder Management Reporting Customer Engagement KPI Tracking Co Marketing Process Improvement

E-commerce Broker

Drivethedeal.com

Aug 2009 - Jul 2013 (3 years 11 months)

Developed dealer relationships and managed manufacturer marketing campaigns, leading to increased sales volume and profitability. Maintained high customer satisfaction levels through effective communication and service.

Marketing Campaigns Sales Growth Customer Satisfaction Profit Margin Analysis Communication Skills Market Analysis Customer Engagement Sales Reporting

Senior Retail Sales Consultant

Volkswagen

Aug 2005 - Aug 2009 (4 years)

Achieved top sales performance in the Volkswagen division, consistently surpassing sales targets and receiving excellent customer feedback. Recognized for outstanding retail sales units performance.

Sales Performance Customer Experience Customer Feedback Sales Strategy Communication Skills Team Collaboration Market Knowledge Product Knowledge

Client Account Manager

RPE Ltd.

Jun 2001 - Jul 2005 (4 years 1 month)

Managed client accounts and led a full rebranding project for Legal & General, overseeing campaign delivery across digital and traditional channels for fintech clients.

Client Management Campaign Management Digital Marketing Traditional Marketing Project Management Communication Skills Team Leadership

Education

Degrees, certifications, and relevant coursework

Brunel University

Bachelor of Arts (Honours), Business Administration

Grade: 2nd class Honours

Completed a Bachelor of Arts (Honours) in Business Administration with a focus on Marketing. The dissertation explored alternative automotive fuel sources.