At Principles for Responsible Investment (PRI), I owned a Salesforce platform spanning Sales, Service, Marketing and Experience Clouds, with seven third-party integrations serving 300+ users. The platform supported membership operations underpinning more than £50m in annual revenue.
I drove the Experience Cloud implementation as part of a wider digital transformation programme, improving member self-service capabilities and reducing operational overhead. I also introduced release management and a governance framework, and worked on reducing technical debt to improve platform stability.
Before becoming CRM Manager, I designed and delivered an Experience Cloud proof of concept and helped build the business case for full implementation. I also delivered a Lightning migration and established an internal Salesforce adoption and knowledge-sharing framework.
Earlier in my career, I led Salesforce administration and delivery work at the Cabinet Office, Deloitte Digital, Bond and LINPAC Packaging. My projects included Marketing Cloud communication journeys, CRM data quality improvements, Salesforce implementations and ERP-to-Salesforce integration.
