LBi London

LBi’s CRM team has trebled to meet growing client demand

Posted by Imogen Thacker October 18th, 2010

LBi London’s CRM team has grown to 70 experts globally in under 5 months. Led by Pipa Unsworth, Global Head of CRM, LBi’s expanding team specialises in social CRM, mobile CRM and eCRM – a complete offering.  This ensures that LBi’s CRM service offering is market leading and able to provide the very best communications solution to our clients.  Existing CRM clients include Electrolux, BT Tradespace, Barratt Homes, Lloyds Banking Group, Marks & Spencer, Invesco Perpetual, Royal Bank of Scotland from the UK and Rogaine, Aldar Properties and William Grant & Sons on a global basis.  LBi’s CRM department is internationally known because it is part of the full service offering and draws on other skills within the agency – User Experience, Strategy and Planning, Social Media, Branded Content, User Research, Analytics and Creative. A recent hire is specialist CRM expert Deborah Womack into the role of CRM Practice Leader to develop these emerging service offerings in the UK.  Deborah held a position at Sony for 5 years where she developed Sony’s CRM programme across 28 countries across Europe.  At Experian Deborah was responsible for delivering large-scale UK, European and global CRM programmes for some of the World’s leading brands: Sky, Skype, Orange, Next Directory, Citibank, egg, American Express, Barclays Bank plc, Lloyds TSB.

LBi has also recruited Tom Burrell, Ken Martin, Caroline Smart and Dagmar Klein as Senior CRM Consultants.  Tom was previously an Insight Planner at Tequila, responsible for CRM, data and digital strategy planning for The Carbon Trust, Gala Coral and Anglo Irish Bank.  Tom was also voted as one of the UK’s Top Rising Stars of Marketing (Marketing Week Rising Stars Awards 2008).  Ken was previously Senior Planner at Wunderman, responsible for direct and CRM strategy for Ford, including the pan-European launch of the Ford Focus and Focus C-MAX. Following that he moved client side to Capital One Bank Europe, to take up the role of Campaign Strategy Manager. Caroline was previously a CRM Consultant at OgilvyOne working with British Airway’s global loyalty team. Caroline also worked on loyalty programmes for Dove and American Express and communication programmes for numerous Unilever brands. Our most recent hire, Dagmar, joins us from Mazda Motors Europe’s Customer Interaction department where she managed their successful European CRM programme.

James Maxwell also joined the team as a CRM Consultant. James was previously a Senior Technical Account Manager at email marketing provider eCircle.

Pipa Unsworth’ s role at the helm of CRM is to ensure innovative and effective service offerings, thought leadership, exceptional talent and the right strategic partnerships to support our growing portfolio of CRM clients. Pipa was previously at Syzygy, where she established and led the Planning & Insight department. Prior to Syzygy, Pipa was part of the management team of the Global Marketing & Analytics Competency Practice at Siebel, a leading CRM solution provider, and led over 30 blue-chip clients (including BT, Finnair, General Motors, Vodafone and AXA) realise the value of their CRM programmes.

Pipa Unsworth, Global Head of CRM is excited about the challenge and says:  “We’re providing our clients with a fresh take on CRM – a pragmatic approach that’s focused on getting the most out of their existing investments whilst harnessing emerging communication platforms and technologies to enable them to have real conversations with their customers. It’s proving to be a popular approach, as evidenced by the continued growth of the team.”

Anil Pillai, LBi’s UK MD says: “CRM ascended most clients’ agendas in 2009; with the recession reminding companies that managing and facilitating profitable customer relationships is a business priority. In addition, our clients recognise the importance of closely integrating their digital, social and relationship marketing strategies together to ensure their brand communicates effectively and authentically in every interaction, every tweet, and every touch point.”

Tags: Anil Pillai, Barratt Homes, BT Tradespace, CRM, Invesco Perpetual, LBi, LBi London, LBi UK, Lloyds Banking Group, Marks & Spencer, pipa unsworth, Royal Bank of Scotland

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LBi hire Glenn Jones as Client Partner

Posted by Imogen Thacker May 14th, 2010

Global Marketing and Technology agency LBi hire ex Anorak founder and MD Glenn Jones as Client Partner and Client Services Director

LBi UK is excited to welcome Glenn Jones as Client Partner overseeing Barratt Homes, Invesco Perpetual, Food Standards Agency, Waterstones and Tourism Ireland. Glenn will also take on the role of UK Client Services Director. Glenn Jones joins LBi from Isobar where he was founder and MD of the network’s merged Anorak and de-construct entity. Glenn also sat on the Isobar UK exec committee helping to identify new integrated business opportunities for the group.

As Client Partner Glenn will be responsible for ensuring valuable and strategic client relationships are in place across all accounts. Glenn will also be taking on the responsibility for leading the development of the Client Services department as Client Service Director in the coming months.

Glenn founded Anorak digital out of glue London in late 2006 to provide a high-end digital design and production agency for the Aegis-owned Isobar group. Responsibilities included the day-to-day running of a digital creative agency, leading and managing senior client engagements, recruitment and retention of staff and leading agency new business responses. In the summer of 2009 Glenn began work on the merger of Anorak digital and sister creative agency de-construct which was completed in Oct 2009. In the past, Glenn has led Nokia, Absolut, Sky, Birds Eye, Airmiles, Johnson & Johnson, Coke, Virgin Atlantic, COI, Virgin Money, Channel 4 and Gillette.

Glenn Jones is excited to be onboard.
“There is an incredible self-belief and confidence here. To find an agency with such a talented group of people, expertise and credibility in such a wide range of services, combined with real creative ambition is very rare and very exciting to be a part of.”

Anil Pillai, MD of the UK office says: “Im thrilled Glenn has taken on the challenge of Client Partner at LBi. He is a relaxed and confident leader whose skills are an excellent match for our proposition to clients. His experience of delivering solutions to leading brands that blend of creativity, social and media will inject more ambition to our established client relationships. I look forward to working with him over the coming years and welcome his contributions to the development of the agency.”

Tags: Barratt Homes, client services, Food Standards Agency, Glenn Jones, Global agency, Invesco Perpetual, LBi, LBi London, LBi UK, Tourism Ireland, Waterstone's

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