Susan Lim Clowes

• Grow and sustain ongoing client relationships that drive ongoing revenue and opportunities
• Develop and implement business-building ideas, strategies and solutions for clients based on budgets and business goals
• Manage 3 key eCommerce accounts (Abdul Latif Jameel companies)
• Manage a team of account managers, project managers, designers, developers and executives (8)
• Recruit and hire staff to support the changing needs of the agency and clients
• Work with inter-disciplinary teams to develop, manage and negotiate approvals of statement of works
(SOWs) and proposals prior to commencing work
• Ensure client work is produced on time, on budget and at profitable margins for the agency
• Manage revenue, profit and billing targets with existing clients and team
• Drive and support new business - from pitches to proposals
• Manage Digital P&L with senior management and Finance Director
• Clients: Toyota, ALJ, ADNOC, Palazzo Versace
• Report to: Managing Director

• Create and implement a digital marketing plan to drive traffic, increase conversion rate, generate revenue and improve customer retention and loyalty
• Propose digital budgets and assign resource accordingly
• Integrate new payment gateway (Cybersource), PayPal, DHL tax and shipping integration
• Supervise site analysis and security testing to solve website performance issues
• Manage front end design, back end processes and development work to improve functionality and UX
• Implement new CRM and database techniques, grow database via data harvesting campaigns
• Review and optimise affiliate marketing
• Manage PPC agency, move SEO in-house
• Monitor competitor activity and recommend action to maintain a competitive position
• Improve customer communication using digital channels, customer service team and packaging
• Manage studio workflow for efficient product upload processes and better image quality
• Monitor and improve the flow of product through all eCommerce locations
• Manage, motivate and monitor the eCommerce team (team of 22), conduct twice yearly appraisals, and
recruit new team members
• Work closely with Buying, Merchandising, Marketing and PR teams
• Present monthly reports to the business
• Report to: CEO

• Provide digital consultancy to the Middle East, Africa and India offices
• Generate new digital business, create and present pitches and proposals
• Devise reporting metrics and templates on a client-by-client basis
• Analyse insights and analytics to create monthly recommendations
• Source and assign subcontractors and suppliers for client design and development work
• Project manage website and app design and development from brief to go-live
• Manage and assign internal and external resources, handle contracts, invoices
• Manage social media accounts with a focus on strategy, policy and training
• Internal training and skills gap analysis to increase digital knowledge and proficiency
• Clients: souq.com, flydubai, Unilever, AstraZeneca, Yahsat, Starbucks, Adobe, Porsche, Aston Martin
• Report to: Regional Director

• Manage the digital direction of eCommerce accounts at a full service digital agency
• Project manage website build from brief to go-live and ensure the consistent flow of work through the
design team, development team and sub-contractors
• Implement digital marketing strategies and solutions to increase brand awareness, traffic and conversions,
and identify new digital technologies and trends
• Devise reporting metrics and analyse usability and user behaviour using analytics
• Act as a point of contact and customer service to supply online consultancy to clients, analyse account
activity, improve client satisfaction and generate new business
• Pitch, and present monthly client meetings making recommendations based on findings, write/edit pitch
documents, manage client hours and billing
• Edit, write articles and manage content calendar for the company blog
• Clients: Vivienne Westwood, Temperley London, The Conran Shop, Standard Chartered, Silver Cross
• Report to: Managing Director