Gareth Rees

Senior Digital Engagement Manager @Parkwood Leisure

GB

Created and drive the CRM strategy for the company - includes full customer journey mapping, loyalty, segmentation, personalisation, campaigns and KPI reporting- Created and lead on Customer Feedback strategy with the objective of improving NPS, which within a year we had achieved - Lead a team of two that covers CRM, app, website content and customer feedback. Focus on ensuring they have constant development opportunities whilst delivering the key strategic marketing goals and improving team KPI\'s- Subject matter expert and lead for our CRM system Atreemo, including managing the relationship with the account team, resolving and managing tickets relating to the system, running training workshops, and creating training guides- Lead on app engagement and retention, achieving over 20% YOY monthly active user growth - Implemented KPI framework that allows the Digital Engagement team to monitor performance against key metrics that cover reach, activation, monetisation, engagement, retention and satisfaction- Own Digital Engagement yearly roadmap covering automated lifecycle journeys and triggered messages, campaign development, customer feedback and optimisation across CRM, app and customer feedback- Manage the CRM Campaign Calendar for central and local site requested campaigns, in 2024 we as a team sent over 500 campaigns - Collaborate with multiple teams across the company to ensure CRM is a key contributor to the achievement of company targets and that we deliver industry-leading, personalised experiences for customers that is data-driven- Support wider areas of the business such Parkwood Outdoor sites in migrating into Atreemo and making the most of the CRM system

Bournemouth University

BSc, Sport Management

Magdalen College School

A-Levels, Business Studies, Economics, Sociology and Politics