The CRM Mentor
Carmella
Founder and Consultant
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About Me
Hi, I'm Carmella, London based CRM and Customer Lifecycle consultant with MBA degree and over 13 years of strategic and hands on CRM experience across diverse tech companies.
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I have shaped my expertise in consumer onboarding, growth, engagement, retention and winback of lapsed customers through email, in-app, push notifications, as well as a holistic multi-channel approach.
My journey began in the vibrant realm of high growth startups, notably contributing to the successes of renowned platforms like Fiverr and MyHeritage, where I established the CRM channels. ​Transitioning into the realm of corporate giants, I ventured into pivotal roles within industry leaders such as Amazon. Here, I orchestrated the introduction of innovative CRM channel that brought a remarkable 96% year-on-year growth.​
My versatile experience spans across both B2C and B2B sectors, affording me a panoramic view of the diverse market landscapes. Worked in subscribtion based businesses, fintech and marketplace companies.
I used various CRM platforms, as well as developed bespoke in-house ones. Among the ones I used are Salesforce Marketing Cloud, Eloqua, Braze, Iterable, Silverpop, Mailchimp, Sendgrid, Lyris, Bluecore and Movable Ink. ​
Throughout my journey, I have consistently surpassed organisational objectives and KPIs.​ Beyond individual contributions, I have also had the privilege of nurturing and leading CRM teams, instilling a culture of innovation and excellence that has propelled businesses towards unparalleled success.
My mission is to leverage my extensive reservoir of knowledge and expertise to empower individuals and companies in need of transformative CRM strategies and learning. ​
In addition to knowledge sharing, I offer private CRM and customer lifecycle consulting services in London, where I work closely with businesses to assess their unique needs and develop bespoke CRM strategies. Whether it's optimising existing systems, implementing new strategies, or providing training and mentorship to CRM teams, I'm committed to helping businesses maximise their CRM potential and achieve their goals.
Work Experience
Senior CRM Retention Team Leader at Tide - a fintech company
Senior Manager, Growth CRM team leader at Busuu - a language learning subscribtion service
CRM Manager at Amazon (Audible) - an audiobook subscription service
Senior Manager, Email Marketing & Lifecycle at Fiverr - a marketplace for services
Email Marketing Lead at MyHeritage, a genealogy platform
Strategic CRM team leader, in charge of increasing customer retention and reducing churn.
Leading cross functional, multi channel initiatives including CRM, agents, customer support, social media and product.
Transformed user churn by reducing it by 40%.
Strategic team leader. Defined and optimised the growth CRM strategy (emails, push and in-app). Focus on onboarding and converting new customers. Reached 60% growth.
Established Winback strategy and execution at Audible. Led all marketing activities aimed at driving winback, engagement and retention of Audible users.
Drove 96% YoY CRM growth.
Coached and mentored other countries to create their local customer-winback strategies.
Created user lifecycle strategy and comms from the ground up. Responsible for day-to-day strategic planning of all marketing email, push notifications and in-app messages related aspects, from strategy to creation, development and execution, while supervising a team. Orchestrated cross departmental, multi-channel marketing campaigns. Drove over 70% YoY growth.
Established email marketing at the company from the ground up and worked with the dev team to build an in-house email marketing platform. Drove over 80% YoY growth.