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Conversion /

Proposition development

Content creation

Content management

Merchandising

Site usability and accessibility

Design and development

Customer service

Proposition development

Retention

and growth

Outbound communications

Email marketing

Customer management

Touch strategy definition

Loyalty programmes

Personalisation

Performance improvement including Management Information, web analytics and customer analysis

Supporting processes

Design guidlines and operating procedures, e.g. social media marketing

Technical infrastructure including service level management

Operating pr

ocesses

Creating the vision

Assesing technological innovation

Strategy and planning

Market analysis

and competitor benchmarking

Financial analysis and

modelling

Defining the multichannel customer

experience. Managing customer information

Annual planning and

budgeting

IT Project and campaign planning and

management

Interfacing with

senior management

Managing relationships

Interfacing with marketing

and corporate communications

Interfacing with IT

Staff development, education

and retention

Managing external relationships.

Vendor selection and management

Managing improvement

and change