Page 1 of 3 Benjamin Huntley

Benjamin Huntley

PROFILE

Ambitious, enthusiastic and well structured. As a result of my work, education and personal experiences I have gained

valuable knowledge in many areas. Along with excellent leadership and communication skills, I have the ability to relate to a

wide range of people. These attributes are demonstrated through my commitment to learning, development and skill set.

KEY SKILLS

Data & Analysis: Selection, reporting and evaluation

Research: Qualitative and quantitative

Commercial Management: Budgets, business cases

Customer Journeys: From Welcome to Winback

Strategy & Planning: Quarterly and annual

Content Management: Relevant and up-to-date

People / Agency Management: Briefings, reviews, PDPs and 1-2-1s

Stakeholder Management: Senior, interdepartmental

Presentations: confident and tailored, making the complex simple

TTL Marketing: Above and below the line

Multimedia: Digital, mobile and social media, print, press and TV

Brainstorming to completion: Turning ideas into reality

PROFESSIONAL EXPERIENCE

Jun 2014 -Present

Financial Times Head of Customer Loyalty – B2C Marketing My most recent role has been to define and manage the global strategy for increasing retention and loyalty of the Financial Times Newspaper and FT.com subscriber base. Key Achievements

Commendation Award: Most effective use of data. The Drum Awards (May 2016) Reporting Development: Created robust reporting dashboards based on specific CRM

journeys, using these to set targets and influence / measure optimisation Churn Indicator Analysis: Defined the key products and services that improve retention,

using this to set propositions for CRM / campaign activity Introduced Key Engagement Metrics: Building upon RFV by overlaying additional

performance metrics such as NPS and LTV to understand behaviour throughout tenure CRM Journeys: Understanding and mapping the customer experience across all touch points,

joining the dots between marketing, customer service and brand Roundtable Planning: Created CRM stakeholder roundtables to plan activity around mutually

beneficial robust tests, benefiting the wider business and the customer Team Management (3 x DRs): Restructured my international team, creating global subject

matter experts, leading them and our agencies through journey strategy and delivery

KPIs Quarterly and Annual Plans, Forecasts and Budget Management Set Strategy and Define Propositions Improve Retention (B2C Digital and Print Subscribers Globally) Digital Migration (Newspaper Subscribers) Increase Customer Loyalty and Engagement (NPS, ARPU, LTV) Improve Data Quality (Capture, Storage and Effectiveness)

Jun 2012 -Dec 2013

BSKYB Senior Marketing Manager – Customer Management My last role at BskyB was to develop and deliver CRM journeys for new Sky customers, customers moving home with Sky’s services and customers upgrading to new products and services. CRM became a key focus for Sky in reducing platform churn, along with a desire to shift towards digital / social media to reduce costs and increase timely engagement.

ADDRESS 100 Weybourne Road, Farnham, Surrey

DOB 01 Nov 1977

TEL 077 9599 0656

EMAIL benjaminjohnhuntley@hotmail.com

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Key Achievements

CRM Optimisation: Identified 3 journeys equating to 29% of churn. Launched new processes and communications. Reducing transactional whitemail by 41% and email by 38%. Annual business saving £1.04M

KPI Setting and Monitoring: Established a Customer Engagement Score metric to baseline the current position and to set new targets

Increased Online Engagement: Launched personalised digital welcome video increasing customer landing page traffic by 19%. Shaped express set up landing page and UX requirements increasing login completion rates by 60%. Ran a digital forum for engineers to feedback on new activity, increasing field engagement and monitoring the impact of change

Retention and Engagement: Lead Sky Sports sampling activity. Reduced Syscan rate by 92%, drove 7% channel retention and increased Sky Go usage by 37%

KPIs Quarterly and Annual Planning and Forecasting Platform Churn Reduction (Syscan and Cuscan) Increase NPS and Define New Metrics (Customers Engagement Score) Establish New Customer Branding and Tone of Voice Content Management Call Reduction People Management (1 x DR) Budget Management (£1.25M PA)

Oct 2010 - May 2012

BSKYB Senior Marketing Manager – Customer Management The focus of my role was to develop strategy, then test, measure and improve these to increase ARPU and reduce product churn. Managing a small team, this role required new skills and allowed me to develop new areas of expertise. Key Achievements

Increased ARPU: Led the On Demand ISP agnostic communication strategy resulting in 12% penetration of the base by year end. CTR for Email activity reached 30%

Product Retention: Developed Sky Movies retention activity via social media RTMs, resulting in Sky’s 3rd most successful Facebook campaign

Campaign Optimisation: Managed Sky+ HD box swap communication strategy. Reduced whitemail dependence by 55% whilst delivered 0.5% above sales target

KPIs Increase ARPU and CSAT Product Churn Reduction Quarterly Planning and Forecasting People Management (2 x DRs) Budget Management (£1.83M PA)

Feb 2009 - Sept 2010

BSKYB Senior Marketing Manager – Existing Customer Marketing Progressing from Manager to Senior Manager within the Existing Customer Marketing Team I acquired a larger product portfolio and a growing team. This gave me responsibility of the cross sell and up sell targets for Sky+ HD, Sky Broadband & Talk and Multiroom. Key Achievements

Multimedia TTL Campaign: Utilised TV, press, print and email to launch Sky+ HD to existing Sky customers resulting in an 18% penetration of high definition boxes across the base

People Management: Managed the communications team to exceed 2009 annual sales targets for Sky+ HD, Broadband & Talk and Multiroom within the existing customer base

KPIs Increase ARPU and CSAT Call Reduction Quarterly Planning and Forecasting People Management (3 x DR, 1 x Indirect) Budget Management (£3M PA)

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May 2007 - Jan 2009

BSKYB Marketing Manager – Existing Customer Marketing Originally seconded from agency side in January 2007, I was later asked to join Sky to help with growing the new Sky Broadband & Talk customer base. My role within the Existing Customer Marketing Team was to maintain and increase contribution. Key Achievements

Increased ARPU: Developed an offer suite to launch Sky’s newly acquired Broadband and Talk services to the existing Sky TV customers, communications activity reaching 75% of the 9.5M customer base

KPIs Broadband and Talk Customer Sales Target Quarterly Planning and Forecasting

Aug 2005 - Apr 2007

Sapient Nitro + Digital & Direct Senior Account Manager – Retail and Direct Marketing I quickly progressed from Account Manager to Senior Account Manager at Sapient Nitro + Digital & Direct. Working on retail and customer marketing increased my understanding of the marketing mix. Key Achievements

Christmas campaign delivery: Working in a pressured environment and with strict deadlines, I was able to lead a team to deliver a fully integrated retail campaign solution in less than 3 weeks

New product launches: Working with Sky to deliver their new Sky Broadband and Talk communications resulted in a secondment from agency to client side

KPIs Acquisition Campaign Marketing (B2C and B2B activity) New Product Launches People Management

EDUCATION

BA (Hons) Degree

Design Management – Surrey Institute of Art and Design (now UCA) Final Grade 2.1. Dissertation Grade Awarded - 1st Awarded ‘The Surrey Institute of Art & Design University Student of the Year 1999’

GNVQ A Level

Art and Design – Farnborough Sixth Form College Business Studies – Farnborough Sixth Form College

ADDITIONAL MEMBERSHIP / QUALIFICATIONS

Relevant Membership Leadership Skills Account Services Sales Promotion

The CRM Club – Networking and Idea Sharing Group Excellence in Leadership – Institute of Leadership and Management

Excellence in Account Services Program - Marketing Communication Consultants Association

Account Executive & Graduate Training Program - Sales Promotion Consultants Association

PERSONAL INTERESTS

I enjoy several sports, travel and spending time with my family and friends. Running, cycling and swimming are a few of the

pursuits I’ve enjoyed around the world. My interests have taught me valuable personal skills, such as team working,

delegation, budgeting, research and organisation.

REFEREES

References are available on request.