Michele Jones

WORK HISTORY

SKILLS

ABOUT MICHELE JONES

Commercial and customer-led senior leader with 25+ years’ experience delivering measurable growth through data-driven personalisation, CRM, and omnichannel customer experience. Proven at setting strategic direction and translating insight into scalable commercial outcomes across B2C, B2B and marketplace models.Deep expertise in customer lifecycle management, engagement models, retention and value growth (LTV, NBA), with a track record of leading transformation from product-led to customer-led operating models. Experienced working across global, matrixed organisations, agile squads and start-ups, spanning client-side, consultancy and agency environments.A collaborative, inclusive leader known for building high-performing teams, embedding insight-led decision making, and delivering clarity, focus and impact at pace.Experience within global and matrix organisations, agile and squad approaches along with smaller ‘start ups’, roles covering client side, consultancy and agency.Breadth of experience covering: Commercial & Customer Strategy• Customer lifecycle, retention and value growth (LTV, NBA)• Engagement and personalisation strategy• Proposition design and go-to-market• Global customer strategy (B2C, B2B, marketplace)Data, Insight & Analytics• Segmentation, propensity and behavioural modelling• Performance measurement, dashboards and ROMI• Test-and-learn frameworks and experimentation• Data-led decisioning and automationCRM, CX & Omnichannel• End-to-end customer journey design• Automated and tactical CRM programmes• Omni-channel execution (email, app, push, web, field, events)• Loyalty and rewards programmesLeadership & Delivery• Senior stakeholder and agency management• Budget and P&L ownership• Agile, squad and cross-functional delivery• Team leadership, coaching and capability buildingTechnology• Iterable, Bloomreach, Adobe Analytics, GA, Looker, Tableau• Veeva, Customer.io, Mapp, Canvas• Jira, Asana