Effectively Project Managed transatlantic business and development teams in last few weeks before successful Salesforce rollout to 200 reps in the USA.

• Led documentation and knowledge transfer to new Support and Project Change teams in last few months before company relocation to London.• Completed a number of key system enhancements including specification and implementation of ONIX 3.0

Effectively managed the implementation, enhancement and support of key business systems, platforms and web development in the UK/USA; consistently delivering projects on time and budget and providing high quality user support: • Management of 5-7 Technical, Support and Project Management/Business Analysis staff based in UK and USA• Management of internal and external technology suppliers in multiple geographical locations• Successfully set and controlled support/project spend of up to £500k per annum across multiple systems.• Ensured effective stakeholder management and business buy-in - built strong relationships with key business stakeholders, project team members and technology suppliers which engendered trust, ensured full commitment and aided the smooth running of projects when risks and issues needed to be managed.• Project Manager/Business Analyst on a number of key projects including project management of new eBooks subscription platform, Palgrave Connect, highly successful with over 4,500 eBook titles available at go-live. Project involved development of a new website and multiple systems, using teams from different business divisions and multiple locations within the UK and USA.

In charge of business systems and customer services teams, responsible for• Development and support of key business systems: CRM system, title management system, corporate website and intranet; using internal technology teams (UK and US), external suppliers and 2 technical staff members• Management of customer service and data/order processing team of 5• Promoted use and best practice of all systems through ongoing process review and improvement• Budgeting and management of technology spend of up to £350k• Project Manager/Business Analyst on a number of key projects including specification and implementation of bespoke title management system

Responsible for all key activities surrounding customer (CRM) system (Jigsaw) and customer services team:• Creation and management of efficient order processing and customer services team• System enhancements and support using external supplier and staff member• Developed business processes/best-practice guidelines to improve efficiency and maximise return on investment

Effectively set up and managed a team of 5, providing high quality support services and sales materials to customers and reps, including:• Customer service for lecturers requesting sample copies and tracking use of adopted texts• Provision of all bespoke sales materials, sales kits and order forms• Customer service support for bookshops and sales reps• Inventory management for US agency publishers• Organisation and running of all sales conferences

• Responsible for all distribution and stock issues for US agency publishers with 1 member of staff• Annual/five year sales forecasts and negotiation of special prices• Key liaison for any publisher distribution issues• Oversaw management of various special projects and project sales analysis• Created and was editor of successful corporate newsletter

• Special project work - mainly relating to stock and distribution issues but also covering statistical analysis; included key role in analysis of stock for transfer between Canadian distributors• Responsible for management of UK inventory for US agency publishers, title set ups and customer service support

• Efficient management of UK inventory for US agency publishers; including streamlining of processes and reduction of overstocks• Liaison with UK and US warehouses for inventory and customer service support; played pivotal role in UK warehouse move

Supported activities of UK editor providing effective admin support, desk editing/proof reading of all titles and liaison with warehouse and sales/marketing team (W H Freeman & Co)

Temporary admin assignment

General office and reception admin duties