Sue France

As the UK's only multi-service provider, we're on a mission to help the UK stop wasting time and money. We offer great savings on essential home services including energy, broadband, mobile, and even insurance, in one simple monthly bill. And the best bit? Our unique business model puts people at the heart of our business, and we take the hassle out of switching your home services by offering a personal touch. We have a National network of self-employed Utility Warehouse (UW) Partners who are experts in helping you find the best deal to meet YOUR needs, and maximise your savings.

Advisor to the Exec team and serving on the UK Management team, I was accountable for one of eBay UK’s 4 strategic priorities - improving customer health, accelerating business growth and driving loyalty and lifetime value for eBay’s 29m buyers and sellers. I directly managed retail marketing, day to day homepage trading, marketing operations and tech innovation, loyalty marketing (including the Nectar partnership) and the customer insights and analytics teams. In addition I orchestrated a cross-functional global team, championing a customer driven approach across the business and partnering with NA, DE & AU markets to drive global alignment and efficiencies. Key Achievements/Projects -Establishing and delivering the business strategy to improve customer frequency and lifetime value - Leading cross-functional global team across a heavily matrixed organisation. - Responsible for relevance, impact and conversion of website and owned channels, and the impact of CRM and loyalty programmes for key customer segments - Created and led tiger team to address declining buyer frequency. Gathering customer insight and agile launch of innovative test and learn campaigns in parallel with development of longer term strategy. - Established and coached a new team for success, developed new operating rhythms and ways of working to maximise efficiency and collaboration.

Overview Reported to CMO and then directly to UK GM throughout 2020. I orchestrated cross functional teams and agencies to create and deliver impactful marketing plans for daily trading, key retail moments, new propositions, product launches, and special projects across all customer touchpoints. I championed a customer driven approach to ensuring eBay fulfilled its role as cultural barometer for our UK customers, ensuring our homepage was relevant to the mood of the nation. Key Responsibilities • Owning and delivering the Retail Marketing e-commerce strategy to accelerate business growth. • Responsible for creative development, marketing resource planning and end to end campaign delivery for website and all owned channel marketing. • Owning relationship with Global Buyer Experience and CRM to ensure strategic alignment with UK priorities. • Senior stakeholder management and representing UK in European and global forums. Key Achievements/Projects • Annually delivering over $1bn in sales attributable to marketing campaigns. • Pivoted the focus of my team and adapted ways of working during lockdown to ensure we were able to respond to the changing needs of the business and our customers in an agile and efficient way. • Lead project team to deliver “Shirts for Heroes”, partnering with premiership Footballers and raising over £1m for the NHS. A technical and complex project that we delivered at pace to ensure relevance. • Represented the UK in a global tech innovation project to drive customer centricity through technology, while increasing automation and efficiency. Acted as an advisor to VP stakeholders and was elected to lead a global pilot which successfully launched in March, 2021. • Attracting and retaining the best talent, scaling team from four to 26 people • CEO Award for going above and beyond to support eBay’s COVID-19 response in support of customers, employees, and community. Recognised as Critical Talent.

Overview Reporting to the CMO and responsible for developing and implementing the Retail Marketing strategy, managing a cross-functional team of 40, driving operational efficiencies and scaling retail promotions and incentives to drive business growth. Key Responsibilities • Managing end to end marketing plans including channel plan, targeting, creative development, and execution. • Owning planning and prioritisation of retail calendar and channel support for buyer facing marketing. • Responsible for all owned channel marketing • Managing a team of three direct reports and lead a cross functional team of 40 people across the business. Key Achievements/Projects • Delivered over $500m incremental sales through retail promotions, product and store launches during time in role, and 7 - 9pt of growth each quarter. • Improved operating rhythms and output efficiencies across core streams of work to scale incentivised promotions from 10 per quarter to 38 per quarter over 12 months. • Drove innovation and expansion of campaigns including new and reactivated buyers, new markets (New Zealand) SMB, Category campaigns & partnerships • Improved personalisation and targeting of campaigns, leveraging data and scaling marketing operations

Overview Responsible for developing and implementing programmes to engage buyers at all stages of their lifecycle to drive loyalty and improve customer lifetime value. Key Responsibilities • Developing a detailed CRM plan including acquisition, retention, loyalty and reactivation customer journeys • Managing end to end campaign delivery, ensuring it was effectively targeted, delivered and evaluated. • Leveraging data to identify consumer patterns and trends to ensure all customer audience segments receive relevant and inspiring content. • Working with customer insights and research team to identify opportunities to optimise existing products and to introduce new products and campaigns. • Analysed campaign performance to identify actionable insights for ongoing campaign optimisation. Key Achievements/Projects • Lead project to predict responsiveness of customers to improve targeting and return on investment. • Implemented a new customer email programme delivering over $12m of incremental customer spend in test period.

Overview Responsible for driving customer engagement across events, membership tourism and philanthropy. Key Responsibilities • Creation of comprehensive CRM strategy for key customer groups • Development and end to end campaign management of customer lifecycle programmes • Management of customer database and email CMS. Key Achievements/Projects • Created customer acquisition strategy resulting in 22% growth in contactable customers in 6 months. • Managed creation of behavioural and attitudinal customer segments improving targeting and personalisation. Email revenue increased by 18% year on year. • Leading RFP process to acquire and integrate a new email platform, enabling dynamic content, automation of emails and increasing efficiency of digital marketing team.

Project managed the development and marketing of new product launches for Priceline, a health and beauty retailer, including B2B and B2C website development and data exchange. Developed and implemented a complex data strategy and multi-channel Marketing launch & CRM plan.

Reporting into the Head of Marketing, I led the CRM function for Great Britain and was responsible for developing and implementing a customer-centric, award winning CRM programme including targeted acquisition, retention, reactivation, and cross sell customer journeys for B2C, B2B and loyalty.

Responsible for acquisition and retention of members of Kirklees fitness facilities, database management and end to end management of on and offline campaigns. Boosting limited marketing budget by generating ₤15,000 advertising sales income to create a self-funding brochure.

Managed project to launch online cinema ticket sales, including development of two new websites, creating email database and developing segmented contact strategy for key customer groups, driving 25% year on year increase in online bookings.

* Sourcing, negotiating and coordinating prominent reader offers. * Organising and managing below the line activities, including targeted sampling and direct mail. * Supporting central Guardian and Observer marketing activity, championing and raising the profile of both brands to drive sales.