krow X

MEANINGFUL CREATIVE. INTELLIGENTLY JOINED UP.

We ensure your audience are moved in the right direction.

Our difference: we’ve built ourselves to listen. CX insights fuel our creativity, and creativity elevates our CX approach.

We call it Creative CX.

The output: ever-evolving, intelligently joined-up communication with your audience – and powerful results for you.

HOW WE WORK

WE’VE BUILT OURSELVES TO LISTEN

We’ve shaped ourselves around what our clients have told us they need: efficient, effective, creative work across multiple channels, based on direct evidence and insight from their audiences.​

LEARN MORE

Leadership

WE ARE OUR PEOPLE

Our people are the lynchpin of everything we do. From new talent to old hands, their skills and passion are what fuels us – bringing us diversity of thought and a breadth and depth of experience.

Leadership

Dawn Marrs

Managing Director

With over 25 years of working in both UK and international integrated agencies, Dawn is a highly experienced and effective leader who believes that truly understanding your audience – whether clients, consumers or, indeed, employees – is the key to success for any business. She has extensive experience within the world of CX, working with a variety of global brands to deliver effective, creatively exciting, insight-led campaigns.

Leadership

Tom Carter (he/him)

Managing Partner – Operations

Tom has 20 years’ agency-side experience working with brands of all shapes and sizes. Having spent most of his agency career in client services roles, Tom now applies his understanding from the frontline to shape our behind-the-scenes operations.

Leadership

Jemma Marchant (she/her)

Managing Partner – Client Service Director

With 15+ years’ experience in making meaningful customer and client connections, Jemma’s passion is working in partnership to truly understand key business challenges in a way that always puts the customer at the heart of what they do. Jemma has led both B2B and B2C clients, including Aviva, Mazda, Rightmove, Barclays and DFS, and has been recognised with industry awards including DMAs, The Marketing Society Excellence awards and Brand Republic awards.

Leadership

Michael Howes (he/him)

Managing Partner – Creative Director

With 25+ years’ experience working with international brands, Mike's expertise strengthens the link between what we make and who we make it for. Leading krow’s team of multi-disciplined creatives gives Mike an opportunity to ensure the work created is fuelled by precious audience insight so that it feels genuine and natural, making it effective by connecting in a human way.

Leadership

Eliot Sykes (he/him)

Managing Partner – Head of Consultancy

Eliot leads and develops our CX and UX consultancy offering. An expert in experience design, he creates robust, insight-driven customer strategies and service design blueprints. Eliot has over 20 years of agency experience. After starting in client services, he moved to planning and strategy, where he discovered his passion for CX. Working across a variety of sectors has given him a strong commercial understanding and knowledge of organisational complexities.

Leadership

James Matthews (he/him)

Digital Experience Director

James is a UX specialist, applying a variety of research methodologies to krow.x’s online and offline projects. In his seven years at the agency he has led the scoping and design phases of complex digital projects for the likes of Barclays, Aviva, Pret A Manger and The Home Office. He also leads optimisation programmes for clients.

Leadership

Sam Bettis (she/they)

Customer Engagement Director

Sam has spent her career delivering meaningful digital experiences across social, web and content, applying skills in digital and social strategy, paid strategy, content planning and SEO. Sam gives focus to mining digital channels for behavioural and attitudinal signals to help shape the best experiences. Sam has worked on a wide range of brands in the strategic, activation and insight space, including Barclays, Frontline, Sky, Morrisons and Vegetarian Express.

Leadership

Andrew Davies

Strategic Partner

Andrew is a senior strategy lead with many years’ experience in setting and implementing marketing communications strategy through both agency and consultancy roles. He has a strong track record in leveraging brand as a strategic commercial asset, and is an expert in building integrated, insight-led multi-channel customer engagement programmes. Andrew brings intellect, imagination and leadership to his assignments, and throughout his career he has developed a strong focus on B2B service-led businesses, in particular in the financial and professional services sectors.

Leadership

Kayleigh Jenkins (she/her)

Business Development Director

Kayleigh works in partnership with brands to find the right solution to solve their business challenges. She is the first port of call for new brands interested in working with krow.x, as well as identifying those krow.x would love to work with. Kayleigh believes the keys to a brand/agency partnership are listening, transparency and collaboration. With 15 years’ experience working with a mix of B2B and B2C businesses, from start-ups to global brands, she understands each business has its own unique intricacies and challenges. No one day is like the next for Kayleigh, and that’s exactly how she likes it.

Dawn Marrs

Managing Director

Dawn Marrs

Managing Director

With over 25 years of working in both UK and international integrated agencies, Dawn is a highly experienced and effective leader who believes that truly understanding your audience – whether clients, consumers or, indeed, employees – is the key to success for any business. She has extensive experience within the world of CX, working with a variety of global brands to deliver effective, creatively exciting, insight-led campaigns.

Tom Carter (he/him)

Managing Partner – Operations

Tom Carter (he/him)

Managing Partner – Operations

Tom has 20 years’ agency-side experience working with brands of all shapes and sizes. Having spent most of his agency career in client services roles, Tom now applies his understanding from the frontline to shape our behind-the-scenes operations.

Jemma Marchant (she/her)

Managing Partner – Client Service Director

Jemma Marchant (she/her)

Managing Partner – Client Service Director

With 15+ years’ experience in making meaningful customer and client connections, Jemma’s passion is working in partnership to truly understand key business challenges in a way that always puts the customer at the heart of what they do. Jemma has led both B2B and B2C clients, including Aviva, Mazda, Rightmove, Barclays and DFS, and has been recognised with industry awards including DMAs, The Marketing Society Excellence awards and Brand Republic awards.

Michael Howes (he/him)

Managing Partner – Creative Director

Michael Howes (he/him)

Managing Partner – Creative Director

With 25+ years’ experience working with international brands, Mike's expertise strengthens the link between what we make and who we make it for. Leading krow’s team of multi-disciplined creatives gives Mike an opportunity to ensure the work created is fuelled by precious audience insight so that it feels genuine and natural, making it effective by connecting in a human way.

Eliot Sykes (he/him)

Managing Partner – Head of Consultancy

Eliot Sykes (he/him)

Managing Partner – Head of Consultancy

Eliot leads and develops our CX and UX consultancy offering. An expert in experience design, he creates robust, insight-driven customer strategies and service design blueprints. Eliot has over 20 years of agency experience. After starting in client services, he moved to planning and strategy, where he discovered his passion for CX. Working across a variety of sectors has given him a strong commercial understanding and knowledge of organisational complexities.

James Matthews (he/him)

Digital Experience Director

James Matthews (he/him)

Digital Experience Director

James is a UX specialist, applying a variety of research methodologies to krow.x’s online and offline projects. In his seven years at the agency he has led the scoping and design phases of complex digital projects for the likes of Barclays, Aviva, Pret A Manger and The Home Office. He also leads optimisation programmes for clients.

Sam Bettis (she/they)

Customer Engagement Director

Sam Bettis (she/they)

Customer Engagement Director

Sam has spent her career delivering meaningful digital experiences across social, web and content, applying skills in digital and social strategy, paid strategy, content planning and SEO. Sam gives focus to mining digital channels for behavioural and attitudinal signals to help shape the best experiences. Sam has worked on a wide range of brands in the strategic, activation and insight space, including Barclays, Frontline, Sky, Morrisons and Vegetarian Express.

Andrew Davies

Strategic Partner

Andrew Davies

Strategic Partner

Andrew is a senior strategy lead with many years’ experience in setting and implementing marketing communications strategy through both agency and consultancy roles. He has a strong track record in leveraging brand as a strategic commercial asset, and is an expert in building integrated, insight-led multi-channel customer engagement programmes. Andrew brings intellect, imagination and leadership to his assignments, and throughout his career he has developed a strong focus on B2B service-led businesses, in particular in the financial and professional services sectors.

Kayleigh Jenkins (she/her)

Business Development Director

Kayleigh Jenkins (she/her)

Business Development Director

Kayleigh works in partnership with brands to find the right solution to solve their business challenges. She is the first port of call for new brands interested in working with krow.x, as well as identifying those krow.x would love to work with. Kayleigh believes the keys to a brand/agency partnership are listening, transparency and collaboration. With 15 years’ experience working with a mix of B2B and B2C businesses, from start-ups to global brands, she understands each business has its own unique intricacies and challenges. No one day is like the next for Kayleigh, and that’s exactly how she likes it.

WORKING TOWARDS BETTER

We want to make a difference in everything we do: from our work to our industry and our environment. That means being our best selves, discovering the best diverse talent, and doing our best to become more sustainable.

LEARN MORE

OUR CULTURE

At krow.x we want to have a culture that champions respect, wellbeing, work/life balance and achievement. It’s our commitment to our people.

READ MORE

Explore More

Why Black Friday is a CX and brand killer

Written by Sara Parrish, CX Consultant at krow.x

Read more

Making your CX design more LGBTQIA+ inclusive

Written by Sam Bettis, Customer Engagement Director at krow.x

Read more

krow.x leads the development of new LRQA brand

Written by Kayleigh Jenkins, Business Development Director at krow.x

Read more
Part of Mission Group
Processing...
Thank you! Your subscription has been confirmed. You'll hear from us soon.
ErrorHere