Tamara Van Der Velden

Examined priority moments and reduced pain points by developing and managing Voice of Customer programme, comprising customer journey mapping (Maeve Construction). Performed competitor market analysis project, resulting in differentiating offers by adding softplay to café (Pistachios Cafe Banstead).

• Boosted retention and repeat customers by introducing loyalty scheme for café (Pistachios).

• Established Market Segmentation, resulting in maximising pricing, distribution, and new products (Remi Design Limited) to generate production and manufacturing lines in Europe.

• Improved profit for firm by 25% by listening to clients through Qual research resulting in new business model.

• Enhanced profits and persoalised customer journeys by implementing a CRM system (Baby Sensory).

• Implemented CRM system based on hybrid segmentation to set up photography business with turnover of £75K+.

• Employed, monetised, and drove engagement through KPI's dashboards.

• Sought out community and charity activities to strengthen personal values and development, increased money raised by 30% by esthablishing new partnerships.

Provided rich, intelligent, and actionable quant-qual insights at brand, product, and service levels by managing and monitoring voice of customer programme with more than 30 continuous and ad-hoc customer and marketing insight projects. Prepared and presented valuable reports in context of company objectives to internal and external Senior Stakeholders. Addressed new customer base via secondary research to reveal shifting industry trends by participating in marketing plan revision. Communicated with different channels, research agencies, and partnerships, such as team at BP, Capital One, Phillips, Argos, eBay, Debenhams, Sainsbury's, and Amazon).

• Owned MR budget worth £750K+, whilst ensuring management of customer satisfaction, brand/awareness maintenance, loyalty research, mystery shopping, competitor analysis, usability testing, digital marketing research, product/social networking research, key driver analysis.

• Enhanced customer engagement by 10% and enhanced satisfaction through conducting in-depth research into Nectar's website to influence changes in website design.

• Developed and owned Customer Closeness Programme, evolved customer value proposition and inform Brand Strategy, initiated Breakfast Clubs, resulting in improving over 5% customer loyalty.

• Conducted Nectar Market Research, guided on best practices

across all brand and channels (digital & traditional),

and boosted profile of research in Nectar, UK, and global AIMIA companies.

• Drove purchases, profits, and long-term enterprise value to enhance market share by recognising key benefits to differentiate.

• Increased effectiveness of marketing strategies by developing practical insights from A/B split testing.

Additional Experience