MATTHEW CLEAVER
Sydney,NSW
Summary
Professional and results focused individual with a strategic and ‘big picture’ approach to delivering profitable outcomes. I can ensure companies fulfil their potential through applying the international experience I have in data driven decision making, analysis, reporting, planning, marketing, campaigns, business process improvement, CRM, digital, customer lifecycles and client solutions. An ambitious and expertise driven organisation where quality outcomes are paramount is what I am looking for. I continually adopt a proactive approach to communicating findings and delivering results presentations for both technical and non-technical audiences through mentoring, teamwork and stakeholder collaboration. I lead the data interpretation efforts for providing insights on performance metrics and growth opportunities where Return On Investment (ROI) is achieved through data management and uncovering value-based opportunities to reflect the needs of the business operation and ultimately the customer.
Overview
28
28
years of professional experience
Work History
Marketing, Data, CRM and Insights Consulting
Multiple Clients
2024.06 - Current
- Design marketing strategy to advance customer journey analysis, acquisition, retention and Lifetime Value.
- Compile market research and survey initiatives for customer profiling and segmentation.
- Identify data collection opportunities for CRM effectiveness.
Customer Research Project Manager
YOUGOV
Sydney
2023.10 - 2024.05
- Developed and implemented customer insights strategies for customer long term value in line with clients business objectives.
- Managed all components of projects including initial client engagement, timelines, survey and sample management, quality assurance, CRM management, analysis, insights and next stage acquisition opportunities.
- Formulated reports based on key insights and recommendations.
- Established relationships with internal and external stakeholders to maximise efficiency of campaigns in multiple sectors.
- Designed questionnaires, administered research projects and analyzed qualitative and quantitative data to gain a better understanding of consumers' attitudes towards clients product offerings.
Performance Marketing Specialist
PRECISION MARKETING
Melbourne, Australia
2022.09 - 2023.08
- Developed customer journeys for increasing profitability.
- Process management for ongoing marketing initiatives with a view to maximum life time value.
- Engaged with management to implement CRM based data capture, segmentation and communications for advancing business and multi-channel marketing capability.
Operational Research Insights Analyst
UK CIVIL SERVICE
London, UK
2021.05 - 2022.08
- Carried out in-depth global risk assessments providing insight on COVID-19 surveillance for the benefit of UK economic and health protection.
- Process planning, resource allocation and scheduling methodologies for delivering KPIs to senior directors and secretary of state on a daily basis.
- Integrated multiple data sources into the global divisions’ CRM of key trends and forecasts.
- Managed global data and insights from reporting and open source before overlaying quality assurance measures around data quality, data collection and regional health trends.
- Presented combined solutions around government policy.
- Developed internal communications project plan using a holistic approach to convert silo processes into collaborative ones, ensuring deadlines were met.
Business Process Analyst
THE SOCIAL RESEARCH CENTRE, Australian National University
Melbourne, Australia
2017.11 - 2020.04
- Worked with all business departments on processes required to improve data efficiency, CRM initiatives and cost savings in line with budgets and research requirements.
- Compiled specifications for clients across the government and education sectors on their data capture requirements, targeting, long term revenue, journey mapping, business decision analysis and measurable outcomes.
- Transformed weekly individual project actual results into daily Key Performance Indicator dashboards combining 100+ projects into a single view of budget vs actual variances and projected profit margins.
- Year on Year trends over time analysis for planning performance targets and process requirements.
Performance Marketing Consultant
VARIOUS AUSTRALIAN SMALL BUSINESSES
Melbourne, Australia
2016.07 - 2017.10
- Developed and implemented marketing campaigns to increase customer engagement across product ranges.
- Produced customer surveys for data capture, improved targeting and customer lifecycle development.
- Implemented online analytics systems and dashboard reporting.
Marketing Insights Lead
MAKE-A-WISH AUSTRALIA
Melbourne, Australia
2013.09 - 2016.06
- As the data lead, collaborated projects for a single customer view.
- Developed customer lifecycle projections and communication plans for insights gathering, income opportunities and supporter retention planning whereby effective multi-channel strategies was achieved.
- Managed the data capture, survey analysis and reactivation planning in conjunction with the loyalty and customer service teams and external data suppliers.
- Built and maintained databases and analytical models for appeal targeting, results monitoring, marketing attribution and forecasting.
- Advanced the supporter segmentation for increased LTV and ROI across all areas of direct marketing.
- Actively supported key income strategies through ongoing database analysis, data warehousing, digital dashboard reporting and Net Promoter Score (NPS) findings.
- Played a key role in the website relaunch for supporter touchpoints, journey mapping and insights gathering in conjunction with branding, A-B testing, UX and key messaging.
- Implemented campaign automation and trained staff on how new CRM and data processes impact their role.
Insights Analyst
MOMENTUM ENERGY, OWNED BY HYDRO
Melbourne, Australia
2012.09 - 2013.06
- Through companywide research, compiled insights on ways the business should adopt data centric approaches for understanding customers and how marketing campaigns should reflect these.
- Identified key sales channels required for optimizing customer acquisition, retention and loyalty.
- Outlined CRM requirements for business growth.
Digital Reporting Analyst
CAREERONE.COM.AU
Sydney, Melbourne, Australia
2010.11 - 2012.07
- Developed KPI dashboards of the CareerOne website.
- Delivered customer insights to product managers from online analytics systems.
- Identified key product enhancements required for optimizing website activity and generating increased ROI.
- Implemented customer surveys through consultation with Sales and Marketing.
- Worked with IT and parent companies to ensure databases were maintained in line with objectives and business plans.
- Lead a project team to collaborate the data solutions function of the business for improved retention through digital journey tracking.
Data Planning and Marketing Specialist
BARBICAN
London, UK
2008.09 - 2010.10
- As key data specialist, introduced new 3-tier membership scheme, reaching new target customers through product and price based segmentation and analysis in the entertainment sector.
- Initiated and maintained performance and campaign tracking measures with for ensuring ROI targets are consistently met.
- Managed the analysis and reporting of customer database, including historical sales trends and campaign results.
- Carried out data planning for product/season launches by working with marketing managers to optimize communication strategies to geo-targeted audiences in conjunction with results statistics, budgets and loyalty.
- Developed and enhanced year round segmentation for multi-platform online and offline promotions with a view to an effective mix of acquisition and retention.
- Continually integrated database systems by liaising with IT on latest software functionality and CRM procedures.
Marketing Data Analyst
VARIOUS MARKETING COMPANIES
London, Sydney
1997.09 - 2008.08
- Managed company database and produced ongoing statistical reports for Directors and Key Suppliers.
- Carried out on-going analysis of online and offline promotions based product channels and customer demographics.
- Oversaw data migration into a new CRM system, ensuring IT and business requirements remain compatible.
- Compiled post campaign analysis presentations for CEO and senior managers, recommending future strategy based on ROI.
Education
Business Analytics, Performance Benchmarking
Melbourne Business School
Melbourne, VIC07.2017
Project Management
Australian Institute of Management
Sydney, NSW10.2005
B.Sc. Honours Degree - Applied Statistics and Operational Research
University of Hertfordshire
07.1997
Skills
- Data, marketing, insights, performance and customer-based CRM strategy in Technology, Government, Finance, Travel, Media, Entertainment, FMCG, Telecommunications, Energy, Not-For-Profit and Research Sectors
- Customer Journey Methodologies
- Microsoft Excel
- Alteryx
- Q, CI, Gryfin, SPSS
- Salesforce Marketing Cloud
- CRM Software
- Power BI and Tableau
- Data Consulting
- Strategic Planning
- Information Management
- Workforce Management Systems
- Cross-Functional Teamwork
- Critical Thinking Skills
- Root Cause Analysis
- Project Management
- Data Mapping
- Market Analysis
- Workflow Analysis
- Business Analysis
- KPI Tracking
- Gap Analysis
- Trend Monitoring
- Data and Analytics
- SQL and Databases
- Intelligence Analysis
- Forecasting and Planning
- Database Management
- Quality Control Reporting
- Presentation Skills
- Data Synthesis
- Requirements Analysis
- Risk Assessment
- Documentation
- Process Improvement
- Audience Targeting
- Digital Marketing
- Analytical Thinking
- Campaign Management
- Work Planning and Prioritization
- Team Leadership
- Retention Strategies
- Web Analytics
- Business Needs Analysis
- Report Writing
- Data Validation
- Attention to Detail
- Data Visualization
- Project Planning
- Quality Assurance
- Survey Coordination
- Quantitative and Qualitative Analysis
- Business Performance Analysis
- Program Evaluation
- Qualitative Research
- Online research
- Quantitative Research
- Relationship Building
- Cross-departmental Alignment
- Market Trends Analysis
- Goal Setting
- Problem-solving abilities
- Team Collaboration
- Continuous Improvement
- Proposal Development
- Sampling techniques
Accomplishments
- Through client consultation, identified customer insights that enabled product growth whilst maximising ROI
- Business Growth Forecasts: - Published insights of business growth trends for business leaders in US and Australian marketplaces
- Single Donor/Customer View: - Ability to segment customer base using a single source of truth methodology
- Data in business: - Strategic in incorporating data in business & marketing processes for optimum Life Time Value
- Analysis: - Expert in problem solving and proficient in using analytical software for decision making and insights
- CRM: - Efficiency in loyalty-based customer relationship management and campaign tracking
- Insights: - Business and customer insights for customer journey, acquisition and retention
- KPI: - KPI reporting for segmented customer groups, lifecycles and budgets
- Databases: - Transform and manage the intricacies of multiple databases in complex business scenarios
- Objective based: Attention to detail with objective and holistic view to business, data and conversion strategy
- Campaign: - Multi-channel campaign data planning, targeting and reporting
- Online: - Extensive use of online analytics with strong knowledge of website optimising and SEO
- Profiling: - Customer profiling from market research surveys, geodemographics and benchmarking
Interests
- Attending live sporting events, theatre, photography and travel.
- Volunteered at Sydney 2000 Olympics.
- Travelled Australia extensively, providing in depth geography knowledge of the country.
- Ongoing Finance, Current Affairs and Information Technology interests and their impact on business and social issues globally.
Timeline
Marketing, Data, CRM and Insights Consulting
Multiple Clients
2024.06 - Current
Customer Research Project Manager
YOUGOV
2023.10 - 2024.05
Performance Marketing Specialist
PRECISION MARKETING
2022.09 - 2023.08
Operational Research Insights Analyst
UK CIVIL SERVICE
2021.05 - 2022.08
Business Process Analyst
THE SOCIAL RESEARCH CENTRE, Australian National University
2017.11 - 2020.04
Performance Marketing Consultant
VARIOUS AUSTRALIAN SMALL BUSINESSES
2016.07 - 2017.10
Marketing Insights Lead
MAKE-A-WISH AUSTRALIA
2013.09 - 2016.06
Insights Analyst
MOMENTUM ENERGY, OWNED BY HYDRO
2012.09 - 2013.06
Digital Reporting Analyst
CAREERONE.COM.AU
2010.11 - 2012.07
Data Planning and Marketing Specialist
BARBICAN
2008.09 - 2010.10
Marketing Data Analyst
VARIOUS MARKETING COMPANIES
1997.09 - 2008.08
Business Analytics, Performance Benchmarking
Melbourne Business School
Project Management
Australian Institute of Management
B.Sc. Honours Degree - Applied Statistics and Operational Research
University of Hertfordshire