Hannah Thompson

Strategic Insight @ Nationwide Building Society

About

I love understanding customers, markets and business insight, using this to craft a compelling story, then building a pragmatic and creative plan which drives commercial success. I'm excited to see how AI will change and enhance this going forward. I’ve been lucky enough to have a career which has built my strategic expertise across disciplines, most recently as a Marketing Director. I’ve operated across large to medium scale retail or hospitality businesses and the times I’ve enjoyed most are where I’ve been given the opportunity to work with bright people (who usually have a lot of the answers) developing then delivering some truly exciting new ideas as part of a cross functional team. My experience has taught me the following about myself: -I'm good at understanding the right questions to ask to unlock insight and drive strategic thinking -I can deliver change which makes a difference to both customers and the business (developing brands, driving sales and delivering customer satisfaction) -I can recruit and develop strong, diverse teams then lead them through the good, the bad and the ugly -I can influence at all levels by building simple but compelling stories, backed up by solid data, presented in a style to suit the audience -My calm and organised personality helps when the pace is fast -I can adapt to deliver across a breadth of projects from digital catalogues and fast track delivery at Argos to award winning customer experience development and insight at Homebase, restaurant food & drink strategy at Whitbread and brand redesign including the web site at Prezzo. I can support: management & team leadership | stakeholder management and influencing in matrix businesses| segmentation | proposition development | customer research and analytics | loyalty schemes and CRM | brand strategy | multi channel category strategy | customer journey mapping | digital and social marketing | PR | agency management | organisational structure and process | relationship building

Country

United Kingdom

City

Flitwick

Industry

Retail

Skill

Organization Skills, Communication, Strategic Thinking, Cross-team Collaboration, Problem Solving, Cross-functional Team Leadership, Customer Journey Mapping, Brand Tracking, Proposition Development, Customer Segmentation Strategy, Customer Relationship Management (CRM), Branding & Identity, Hospitality Industry, Digital Strategy, Director level, Customer Experience, Customer Insight, Multi-channel Retail, Strategy, Retail

Experience

Strategic Insight

Nationwide Building Society

2026-3 - Present · 7 mos

Head of Strategy and Insight

Searchlight ventures

2025-9 - 2026-2 · 6 mos

Supporting the CEO to deliver strategic projects. Providing insight and analytical data for the business.

Marketing Director

Prezzo Italian

2022-4 - 2023-10 · 1 yr 7 mos

London, England, United Kingdom

Leading and developing the Marketing team of 11 at Prezzo restaurants to deliver our ambitious 3 year plan and brand refresh. A committed member of the senior leadership team. During my time at Prezzo we delivered: -Customer segmentation, market opportunity sizing and marketing strategy -New proposition development working with leading agency, delivering across multiple touch points (Brand affinity improved from 58% to 63% at relaunch) -Strong annual campaign plan, new processes to support and onboarding of new PR agency -Solid channel strategies for digital, social and CRM including full website redesign delivering 48% instagram audience growth, millions of new web users and 17% CRM database growth in 2022

Head of Customer Communications

Prezzo Italian

2021-1 - 2022-4 · 1 yr 4 mos

Joined the business during Covid to help transform the brand strategy under new ownership Included delivery of: -Market sizing and customer segmentation -Insight plan driving marketing strategy development -Loyalty proposition | optimisation of CRM -Recruitment of partnership manager and optimisation plan -Brand planning process | proposition development

Strategy and Insight Controller

Whitbread

2019-10 - 2020-9 · 1 yr

Leading a team to deliver the insight, strategy and loyalty requirements for the restaurants part of the business. c800 sites both branded (e.g. Beefeater, Bar + Block) and within Premier Inn Includes delivery of: -Restaurants business strategy | food & drink strategy -Insight plan | customer segmentation | market & trend data | research | analytics -Loyalty proposition | optimisation of CRM and analytics -Brand planning process | proposition development Sales up 2.3% last FY. Customer food satisfaction scores up c2%pts. Loyalty scheme acquisition in growth

Senior Strategy Manager

Whitbread

2016-11 - 2019-10 · 3 yrs

Dunstable

Head of Customer Insight & Strategy

Homebase

2013-6 - 2016-10 · 3 yrs 5 mos

Leading a team of 12 to provide all of the research, insight, analysis and campaign planning needs of the business. Included 6 months managing Nectar loyalty programme following acquisition by Bunnings. Passionate about using insight to build actionable strategies and propositions, working closely with business owners to support delivery. • Leading research and BI activity. Managed agencies and contracts with budget over £1m • Planning, analysis and optimisaton of all direct marketing • Customer experience pillars programme which won CSI award for best use of customer insight 2013 • Supported development of new brand vision and advertising campaign with brand tracking measurement

Senior Category Marketing Manager

Argos

2012-1 - 2013-6 · 1 yr 6 mos

Leading a team to undertake strategic analysis of categories using market, customer and analytical data. Review of fulfilment channel as part of wider business team leading to hub and spoke model creation (enabled fast track proposition) -Creation, project management and delivery of multi channel plan to improve customer experience in physical and digital journeys -Proposition development where required. Breadth of categories from technology to jewellery -Strategic business review of fulfilment area -Chosen for high performing management development programme

Customer Strategy and Experience Manager

Argos

2008-3 - 2012-1 · 3 yrs 11 mos

Delivery of Customer research, journey mapping, segmentation and proposition development across multiple channels. Development of new digital stock checker and memorable word system. Strategy for multi channel proposition changes eg in store displays, catalogue pages, web site