Victoria B.
Crm, Communications and Customer Experience Manager - Wolterton and Mannington Hall @Wolterton
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WORK HISTORY
Crm, Communications and Customer Experience Manager - Wolterton and Mannington Hall @Wolterton
Norfolk, GB
Responsible for supporting the strategic development and delivery of CRM, communications and customer experience across Wolterton Hall and Mannington Hall.Working collaboratively across the team, my role focuses on strengthening how the estates connect with visitors, customers and supporters through clear storytelling, thoughtful communications and effective CRM systems.Key areas of focus include:• Supporting the development and delivery of communications and CRM strategy• Strengthening audience engagement and visitor relationships across the estates• Ensuring consistency and clarity in brand narrative and communications• Developing systems and processes that support long-term audience growth and loyalty• Working closely with the Marketing Manager and wider team to support marketing activity and campaigns
EDUCATION
CIM | The Chartered Institute of Marketing
Professional Certificate
SKILLS
ABOUT VICTORIA B.
As a senior communications leader with 20 years’ experience - I thrive on building strong, meaningful connections between organisations, their customers, and their people.My work centres on creating clear, engaging and valuable communications that drive alignment, performance and long-term impact. I lead communications strategy across internal and external channels, with a people-first approach - rooted in clarity, empathy and commercial understanding.Externally, I specialise in customer communications across email and CRM. I work closely with cross-functional teams to deliver data-driven, insight-led campaigns that create relevant, seamless customer journeys and deepen loyalty through thoughtful, human communication.Internally, I’m passionate about helping colleagues feel informed, connected and inspired - particularly during periods of growth and transformation. From strategic messaging and change communications - to campaigns that build belonging, recognition and engagement - I champion communications that strengthen culture and enable high performance.I’m CIM qualified and a full member of the Institute of Internal Communications. I also previously served on the Chartered Institute of Marketing’s Regional East of England Board, where I led Marketing Thought Leadership events, and was named Volunteer of the Year (as well as being shortlisted for their National Volunteer of the Year award).Alongside my communications career, I’m also a qualified legal secretary specialising in employment law, which gives me a strong grounding in employee relations, organisational change and workplace communication.At heart, I’m motivated by work that brings people together, creates shared purpose, and delivers meaningful impact.
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