• Responsible for ensuring all new products are “fit for purpose”• Ensuring that our Factories are both Ethically (BSCI or SEDEX) & Technically audited. • Liaising with test houses & factories to develop a new range of Haden products (SDA) for our launch into the US market • Working directly with Major Retailers to produce their own brand products that meet the required technical and testing standards. • Updating all technical files for new and existing products within the range• Provide support to the customer helpdesk & marketing / social team on customer questions and issues. • Re-writing product manuals to ensure they are user friendly and informative • Liaising with our Far East office and factory base to ensure critical path are on time and corrective actions are in place for issues • Working with factories direct to improve product quality • Actioning and approval of all Pre-shipment inspections • Management of the 3rd party testing budget (testing & pre-shipment)• Refreshing our aftercare support and Warranty repair process• Mentoring new buying assistants on process

• Working hand in hand with product teams and suppliers• I’m able increase customer satisfaction by managing in season performance, implementing new processes and procedures that support the product strategy in delivering safe, quality product that maximises sales and profit, whilst mitigating risk and driving commercial awareness both within the electrical and seasonal areas• My electricals remit covers audio visual, computers, tablets, mobiles, office photo & essentials, SDA, SMART tech and white goods• Working across a large remit of 27,000 lines (branded and own brand). As such everything we do on a risk based approach and prioritisation is key • Experience across electrical standards which include LVD, EMC, Reach, Rohs etc.• Ensure that I’m a technical ‘centre of excellence’ by keeping up to date with technical developments, to ensure that commercial awareness is not compromised• Ensuring that any changes are briefed to our global sourcing teams and suppliers so these can be implemented on new developments• Development of new products with the buying team to ensure the products are right for our customers• Management of supplier quality failures, resolving all issues and advising product teams and supplier base accordingly• Evaluate and resolve any quality / safety related problems identified through the accident to customer / F13 process and report findings accordingly• Provide returns estimating and manage in season returns using the reports and systems provided• Creation of a Global defect classifications for use by QC teams in the UK & Far East• Onsite training for our Warehouse and Contact centre teams to keep them up to date with new development in products and technology• Implementation of new processes within the business to reduce the amount of goods going to clearance• Management of our 3rd party processors that provide aftercare support and returns processing• Previously mentored 2 Admin /Assistant Technologists

• Ensure that products are “safe and fit for purpose• Inspecting the quality, safety and legality of all products sold• Driving down returns and improving customer NPS across electrical (audio visual, computing & gaming) & seasonal (Christmas, garden & accessories, DIY, gifts & beauty and toys)• Key highlights were working with our suppliers to put in new process which enabled us to on board key brands such as Apple, Beats, Sonos, Bose & GHD• Develop relationships with suppliers to ensure the all product adheres to correct legislation• Working with suppliers to ensure product has robust packaging and meets all drop test requirements• Manage customer product reviews alongside power reviews coordinator• Manage customer insurance / safety complaints, coordinate product recalls and withdrawals alongside the legal department• Developing own brand products with UK and Far East supply base • Conducting factory / supplier assessments in the UK, Europe and the Far East• Liaise with the QC teams to progress quality audits & inspections and ensure any delivery queries / failures are managed efficiently• Working with the available systems and data available to create detailed reports for the senior management and quality assurance team• In season management of returns to be able to identify products that require further investigation, instigating audits and inspections as required• Deputising for the senior members of staff, providing training and support to the team• Management of the toy area and trainee to mentor and develop • Introduce new processes/ initiatives to reduce returns

Range responsibilities included: Audio Visual, Computing, Personal Care, Heating & Cooling• Initially responsible for the computer and gaming due to my knowledge and interest• This soon increased to include audio visual, personal care, heating & cooling and DIY area• I was tasked with the initial product set-up through to returns and customers queries• As my experience grew I was authorized to sign off new products and was the first trainee to travel to China• On the trip I was able to see the factories that produced our goods and build direct relationships

In this post I provide a customer focused collection and delivery service to all sites here and abroad for Shop Direct. I supervise the service on a day to day basis which saved the business circa £200k per annum on transportation costs.Main duties include:• To assist in the development, setting up, operation and administrating of added value and customer service initiatives.• Supervise the day to day activity of 5 Drivers operating our internal courier services to all company sites• Working with international delivery companies to ensure our samples arrived on time to our offices or photo shoots.• Liaising with the sites on regular basis to limit enquiries or problems.• Setting up and monitoring the Confidential Waste service using the vans instead of external companies, saving the business a further 100k a year.• Stock monitoring and despatch of Staff Uniforms • Daily sorting of out of the Merchandising Contracts to ensure that supplier contracts can be raised quickly

• Sorting, delivering and franking of internal and external mail• To provide a customer focused parcel delivery, dispatch and receipt service utilising the current external service providers for local, national and international parcels within head office.• Deputising for senior members of staff within Facilities