AUTOMATION
& JOURNEYS
Set it and forget it is not a strategy. Most automation programmes fail because they're built once, never revisited and treat every customer the same regardless of what they've actually done or who they are.
Good automation is invisible to the customer. It feels like the brand just gets them — reaching out at exactly the right moment with exactly the right message. Behind that simplicity is a properly structured flow, clean data and a genuine understanding of the customer lifecycle.
How I Approach it
I build automation around customer behaviour and context, not just generic triggers. That means going beyond the standard welcome series and abandoned basket — though those matter too — and building flows that respond to what a customer actually does, buys or needs next.
Every journey I build starts with mapping the customer lifecycle properly. Where are the drop-off points? Where are the moments of high intent? Where is the brand currently silent when it should be talking? That's where automation does its best work.
The Work
By The Numbers
-
62% reduction in manual workload through automation at BTN Academy
-
£700k+ CRM revenue — automation central to delivery
-
Full lifecycle automation built across trade, e-commerce, education and fitness sectors
-
Trigger-based retention flows built and live at Jetts Colchester
Platforms
Klaviyo · Active Campaign · Redeye · Mailchimp · GymSales · Virtuagym