Zabed Ahmed

A collaborative, strategic & client facing CRM Manager with over 6 years' experience in designing and executing multi-channel marketing campaigns that drive acquisition, engagement, retention and customer loyalty.

Experienced in shaping digital strategy, optimising performance and leading cross-functional teams, with expertise across CRM automation, paid/organic channel integration, lifecycle planning and segmentation.

Proficient in Adestra, Salesforce Marketing Cloud, HubSpot and Braze, turning data and customer insights into personalised & high impact journeys.

Customer Experience Strategist Consultant at CACI Ltd (2026-01 – Present)

Working on CRM & customer experience strategies for clients including Evoke, Scotland's People and Southeastern Rail:

• Develop customer journeys and contact strategies across multiple channels
• Help manage project timelines, coordination and risks across teams
• Support workshops and strategic outputs to inform client decision making
• Translate customer & behavioural data into actionable insights to improve engagement and retention
• Contributed to the redesign of CRM journeys in Bloomreach as part of the Adobe migration, reducing over bonusing by 25% and strengthening end-to-end customer experience

CRM Manager at Accenture Song (2022-08 – 2026-01)

Owned the strategy & delivery of lifecycle CRM programmes for telecoms and automotive clients, focused on improving customer engagement, retention & conversion

• Owned the end-to-end delivery of CRM and digital journeys using Adestra & Braze, ensuring relevance, seamless execution and continuous optimisation
• Designed personalised & data-driven lifecycle journeys that drove acquisition, onboarding, cross-sell/upsell and long-term loyalty
• Led a cross-functional team including designers & developers to deliver automated CRM journeys
• Ensured legal & GDPR compliance requirements were met and obtained appropriate approvals
• Conducted quality assurance checks for all campaigns ensuring dynamic logic, assets and data were correct
• Conducted post-campaign reporting and insights that developed test & learn hypothesis, improved future campaign performance
• Analysed customer data & created segmentation to deliver hyper personalised campaigns, which increased customer retention by 25% and improved conversion rates by 14%
• Implemented agile project management processes & automated workflows to improve efficiency, which increased client satisfaction by 45%

CRM Campaign Manager at Karmarama (2017-01 – 2022-05)

Delivered multi-channel marketing campaigns for clients in retail, telecommunications & automotive industries

• Oversaw the delivery of full project lifecycle, from ideation and briefing to execution and post campaign analysis
• Coordinated with cross-functional teams across creative, strategy, development & data to deliver high quality multi-channel campaigns via Salesforce Marketing Cloud & Adestra
• Collaborated with media agencies to inform channel selection and campaign timing, leveraging CRM insights to optimise media spend and audience targeting
• Increased customer retention by deploying targeted lifecycle campaigns based on behavioural segmentation

Short Course in Advanced Web Interfaces – City University London (2016-07 – 2016-07)

GCSE in General – Bow School of Maths & Computing (2005 – 2010)