With 15+ years’ experience both agency and client side, Ryan’s passion is using data to connect the dots in organisations looking to change the way they think about their customers, and to help them create more engaging and more profitable customer experiences.
Ryan joined Medivet, a pioneering veterinary scale-up, in 2019. Medivet’s mission is to deliver truly exceptional care to clients and their pets at each of their 300+ practices, and Ryan’s remit is to design and build the brand’s first centralised CRM capability spanning people, technology, data, client strategy, planning and CX.
Prior to this, Ryan led consultancy projects to develop the CRM strategy for Virgin Atlantic, and customer loyalty strategies for both Sainsbury’s Argos and New Look.
As Head of CRM and Loyalty at Marks and Spencer, Ryan helped develop the personalised Sparks members club and CRM programmes, delivering over £100m incremental revenue. Ryan’s first client-side role was as Head of CRM, Loyalty and Insight at Mothercare, where he led the teams who launched a new parenting club and personal shopper service, pioneered digital receipts in UK retail, created Mothercare’s first customer insight function, and grew customer LTV by over 20%.
Agency-side, Ryan was a founding member of the data function in RAPP’s London headquarters, working across clients including Virgin Media, Barclaycard, Bacardi, ESPN, Best Western Hotels, Dixons Retail and Cancer Research UK.
As well as being commercially successful, Ryan’s work has won over 30 major industry awards across every category from insight to technology, innovation, CRM, loyalty and customer service.
Outside work, the only things Ryan likes more than data are karaoke, motorbikes and big dogs with kind faces. Oh, and his family (though on balance he does prefer the big dogs with kind faces). Having just welcomed his baby daughter into the world, Ryan is tired…
