Managed the development backlog and roadmap for Recharge.com

Responsible for revenue and growth of the .dk .fi and .no domains at Travelbird.

- Management of our global post-booking / pre-travel survey, including migrating our data into a highly sophisticated analytics tool giving us greater insight into one of our biggest voice of customer touchpoints- Project management of a number of global initiatives targeting all aspects of the end-to-end customer experience, to improve our NPS score and drive increased repeat rate- Weekly reporting to our brand leadership team outlining trends, developments and actions based on survey data- Assisting with the roll-out of our post-booking survey to new points of sale as well as our Air Asia Expedia Joint Venture- Reaching out to customers who have used the feedback channel to escalate a problem and ensure such issues are resolved by our tier 3 escalations team- Regular deep-dive analysis of our post-trip survey data on top of tracking performance of new customer experience initiatives and developing a greater understanding behind our detractor comments- Working closely with the director of customer experience to develop new initiatives based on the data we have with both our post-booking and post-trip surveys, and drive improvements to our NPS score- Constant survey optimisation to increase our response rates which not only gives greater volumes to support business cases but greatly shortens the time to get a significant signal on test and learn initiatives

- Key role in the site management of zalando.co.uk specialising in conversion rate optimisation and landing page optimisation- Worked closely with the different marketing teams to drive traffic across various channels and co-ordinate with UX designers and developers to deliver effective marketing campaigns- Front-end innovation & management, taking into account our increased share in mobile traffic- Internal Search optimisation & onsite tooling to drive conversion and deliver a more personalised shopping experience

- Answering and resolving customer queries- Assessing quality of customer service- Providing translations and research for onsite team- Suggesting and researching onsite changes