Digital Execution Manager
Three
Total years of experience :16 years, 3 Months
Responsible for the digital execution of all of Three's commercial activity on all the platforms (three.co.uk, My3, Planet 3, three app-iOS, android, windows). Assessing the business objectives of a change or new brief and then building an execution plan that will achieve the objectives. Using Omniture to track standard digital metrics like click-through rates, drop-out rates, page views and other metrics to devise an execution plan.
Understanding of the customer journey including the purchase consideration window and will make use of all the digital platforms. Working closely with content marketing team to make sure our standard executions have a high quality of content that improves our SEO. Executing customer support activity including all price and tariff changes, device copy and content changes, device launches, supporting the commercial teams with merchandising suggestions based on analytical results and best practices. Cross functional working with various internal team including Go To Market, Devices, Social Media to name a few.
Reporting to the Head of e-Experience, responsible Customer experience manager working across Sky.com optimising and enhancing our key Customer journeys. Focusing on the customers journeys that provide vital information to customers on service status, and best in class, personalised joined up, quality, mobile responsive, accessible and highly optimised experience. Working on projects that affect the KPI’s within an Agile environment, leading virtual teams (spanning technology, creative and UX) whilst ensuring continuous improvements to provide the best possible customer experience.
Key responsibilities include:
• Leading multidisciplinary disciplinary / agile scrum teams to continually optimise and enhance the experience (ranging from iterative changes to complete rebuilds)
• Managing the KPI’s for their particular journeys / experiences.
• Creating a clear vision, strategy and plan for their experiences and journeys.
• Ensuring their experiences / journeys are joined up with other digital experiences and journeys by liaising with Director and Heads of across the business as well as teams such as Technology, creative and UX and other PM’s and BA’s.
• Ensuring their experiences / journeys are joined up with the overall experience and journeys, both on and offline, creating elegant and easy transitions between channels e.g. call centre and live chat.
• Create brilliantly easy journeys making the overall online experience best in class and greater than the sum of its parts.
• Ensuring their journeys/ experiences conform to best practise global and quality standards.
• Identifying, scoping, securing investment for major enhancements and innovations.
• Collaborating with delivery teams, stakeholders and subject matter experts.
• Ensuring the right tracking and measurement tools and methodology is in place to ensure they know their Customers, experiences and journeys inside out. Underpinning data driven change and optimisation.
Reporting to the Head of Online and Brand Licensing, responsible for product and online marketing for the RACShop, developing a marketing & promotional strategy to grow sales and increase on-site conversion. Working with UX teams to deliver a world class customer journey and increasing the eCRM database. Analyse category and product performance (sales and margin) to identify issues and opportunities and recommend action plans. Monitor competitor pricing for key lines to ensure RAC can take appropriate pricing action to optimise sales and profit on the webshop. Supporting the Head of Online and Brand Licensing to develop the shop ranges to maximise sales and margin on the RAC web shop. Ensure all customer communication and documentation is clear, fair and not misleading; is designed in line with ASA guidance and FCA rules and guidance; and is compliant with data protection law and any other relevant
Developed business plan for launching a dedicated Brazil Ecommerce site by researching country demographics, digital & payment requirements, and competitive data, and working as part of a cross-functional business development and business affairs team to present insights and make decisions.
Attended the TEDGlobal event in Edinburgh, Scotland. Liaised directly with customers to answer their stock photography questions, and based on this experience developed a proposal for how the company can optimize their Ecommerce sites based on customer experience requirements.
Responsible for project managing regional activities for all of Getty Images E-Commerce platforms and to work with key stakeholders to consult and proactively advocate for regional E-Commerce best practices and maximizing revenue and margin and driving improvement in conversion.
Helping the organization to better understand how users in different locales view webpages, search for content, and transact online through research, analysis of current metrics, and understanding of Ecommerce best practices in different countries and regions.
Partnering with cross-functional teams including Regional Sales, Regional Marketing, Localisation, Technology, Product, UX, and Analytics to define and manage projects and realize the vision of an online store. Main focuses on projects, which help improve our Ecommerce sites’ regional performance.
Job responsibilities include:
• Develop deep understanding of Getty Images' Customer Experience and Ecommerce channel, recommend ways to drive improvements through best practice reviews, surveys, customer feedback, business intelligence and user studies.
• Drive initiatives that impact our Ecommerce sites’ landing pages, search experience, and transactional workflow for key international countries and regions
• Write business requirements documents (which serve as a bridge from high-level business requirements to the functional specification) and ensure clear communication and coordination of requirements to the business, design, and development teams. Requirements should be based on intimate knowledge of the product, space, existing data analysis, current customers and non-customers (prospects and competitors).
• Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
• Establish the product mission, goals, and supporting business metrics and indicators for success.
• Research and identify new opportunities for Getty Images to further distinguish itself as the clear leader in offering a wide range of Digital content for its breadth of customers.
Responsible for driving traffic, increasing conversions, and growing revenue via B2C eCommerce channels for BlackBerry PlayBook tablet and BlackBerry Accessories products. Accountable for P&L, marketing, sales, and operations for EMEA and APAC regions, and strategic planning, marketing, and eCommerce functionality globally.
Implemented brand new eCommerce system including UX redesign; product catalogue refresh including images, descriptions, and translations; and new back-end operational tools. Launched 16 new stores servicing 45 countries in all major geographies, managing outsourced vendor’s technical staff and RIM employees in local offices globally - top countries include UK, Saudi Arabia, UAE, India, Singapore, Australia, South Africa, France, Italy, Spain, Netherlands, Germany. Manage network of vendors and agencies for marketing, translations, and eCommerce requirements.
Manage the relationship with country Managing Directors and their Marketing and Channel Sales teams in each of the key regions across EMEA and APAC, and setup Partnerships and “Third Party Agreements” with product vendors, eg OtterBox, CaseMate and Vaja to name a few, to develop a new revenue stream for RIM via the stores.
Marketing responsibilities include creating tailored online merchandising plan (cross-sell, up-sell) for each regional store, social marketing via Facebook and Twitter, affiliate marketing, direct marketing, holiday promotions, banner advertising, and SEM/SEO. Use these marketing programs to optimize key eCommerce metrics such as traffic, conversion rates, bounce rate, and other relevant stats with end goal to achieve aggressive sales targets.
Other responsibilities include managing financial/sales reporting, modelling, analysis, and recommendations to RIM’s Ecommerce business, which i then use to help grow regional stores and capitalise on sales and Marketing opportunities.
Drive online sales of Accessories for the consumer, small business and home segment in line with targets - volume and margin. Purchasing and ranging accessories on behalf of Orange that are sold both on the standalone site and main Orange shop. Responsible for managing supplier, distributor and manufacturer relationships, influencing strategic business decisions that impact sales in the shop. Working in collaboration with technical teams to make the website more functional and further enhanced to enable more traffic and conversion to the site.
Role is to support the delivery of the online Small & Medium Enterprise (SME) acquisition and upgrade performance objectives. Ensuring that propositions and handset pricing is competitive and marketing activity drives customers to the site in sufficient numbers to support and exceed the sales targets. Ensuring that the site delivers an effective customer experience along with a wide range of products, compelling offers and propositions.
Employed by Eurofone to help bring up sales and turnover of 10 branches within central London. Have managed to increase sales by 45% over the past 5 months, with highest number of connections in June 2005. Areas of responsibility include training, marketing, recruitment, sales generation, people development and shop operations
Being responsible for the management, organisation, staffing, and maintenance of a dedicated retail outlet. The aim is to maximise the profit and sales and exceed customer expectation for the branch whilst adhering to Orange Shop policies and procedures. Additionally, being able to understand the needs and priorities of the customers (internal and external) and the ability to meeting their expectations. My key accomplishments whilst at Orange have included:• Becoming the number one store in November 2003 for turnover in West London, overtaking both Kingston and Ealing branches.
• Simultaneous management of the Richmond and Hounslow outlet for over 18 months, with over 30 staff members being employed
• Promoted to grade 4 Store, Richmond, in November 2002 due to increased turnover and efficiency and with customer recommendation
• Responsible for opening, recruiting and staffing of the Notting Hill branch
• Raised the audit results for Richmond from 17% to 65% in 1 month
• Mentored individuals from sales consultant levels to assistant manager’s role and enabling other team’s members in achieving their full potential through feedback, coaching, development and training.
Orange Retail is the high street offering from the telecoms service provider with over 250 stores nationwide strategically located throughout the United Kingdom.
Area covering 16 stores in West London, with key stores within the top 50 and with net turnover of £20 million. Responsible for delivering the required KPI’s for Orange Retail and delivering outstanding Customer Service. Responsible for maintaining the growth within the mobile industry and increasing internal audit score from 42% to 73% for the area.
To ensure excellent customer service and a high standard of shop floor presentation is provided by sales and service teams. During this period I was promoted twice since joining World Duty Free. The core job functions included: Team Working, Communicating, Leading the Team, Developing Others, Self Development, Drive with Commitment, Customer Focus, Business Awareness, Planning and Organizing, Analyzing Information and Making decisions.
Accomplishments included:
• Winning employee of the Month for May 1999, and have been nominated on three other occasions
• Helped design the shop layout prior to the refit and re-launch of the World Duty Free brand
• Motivated to work with passion to succeed to work in a fast paced environment and resulted in being responsible for two satellite branched in addition to the main shop
32 Scotvec modules at distinction level in Science and Technology
2 A level passes in Maths and Physics 8 O level passes, including, Maths, English, Physics, Graphical Communication, Art