Duncan Edwards Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Leading complex technical & commercial solutions with eCommerce Partners Working with Shipping Platforms, Marketplaces, eCommerce Platforms, WMS, 3PLs, Brokers Deploying solutions for Partners, Sales Teams and Customers across all sizes & segments Working closely with numerous internal stakeholders across teams to achieve strategic outcomesInfluence into.

Melbourne, Victoria, Australia

Leading the Cross Border Marketplaces teamManaging customer relationships to drive sales into China via Tmall & JD.comDefining and driving the roadmap for improvement for the merchant OMS/PIM platformWorking closely vendors for operational, technical and commercial solutionsDriving initiatives and strategies for increased sales via the mall & JD.com stores

Melbourne, Victoria, Australia

Business lead on the technical and commercial rollout for PostPay productManaged the development of product improvement and plugin solutions to increase uptakePrimary interface for customer integrations and managing the sales pipeline

• Managing a busy website support team with 5 team members, in a high volume environment (with a portfolio in excess of 2000 clients), whilst continually monitoring the quality of work and developing system and process.
• Delivering the highest standard of customer service and sales for clients with a variety of online stores and websites, whilst effectively controlling and prioritising tasks and critical issue management
• Overseeing department and staff development and identifying training needs, monitoring KPI’s and following these through to fruition to achieve business requirements
• Evaluating and scoping design and feature upgrades, providing advice and recommendations accordingly for website redesign/optimisation through design, extension development, custom programming and social media.
• Working closely with clients to assess their requirements and, scoping work for custom, as well as standard, website solutions, advising lead times and pursuing projects through to completion
• Working consistently with a broad spectrum of clients, establishing new relationships whilst building, developing and maintaining rapport with others and similarly negotiating any disputes through effective management.

• Working with high profile and challenging clients, providing consultation and advice on all aspects of website design and development
• Effectively project managing a large number of clients web projects with particular attention to preventing scope creep
• Up-selling standard products, custom website upgrades and search engine marketing campaigns to an existing client database
• Gathering essential knowledge and experience to handle difficult customisations to online stores and sites and, in turn, providing clients with analytical quotes

• Ensuring effective daily management of the online store, maintaining and improving the website, dealing with phone sales, ensuring all orders and fulfilled promptly, and providing excellent customer service
• Responsible for business development and developing brand strategy, including company logo and website design and new software implementation to improve user experience and increase sales
• Overall management of business marketing including SEO & PPC campaign management, networking and promotions as well as Facebook and blog updates
• Providing administrative responsibilities to support the role such as daily account management, stock and supply chain dealings and sales processingKey Achievements
• Substantially increased online sales and daily website visitors through brand changes and system implementation

• Retail customer service and camera sales as well as inventory / supply chain management
• Customer relations, servicing/repairs & dispute handling
• Online store order and product management, uploading images and product descriptions

• Liaising with clients and providing design consultation for website and eCommerce builds
• Project and account management to meet deadlines and outlined specification
• Planning and implementation of custom build to ensure client requirements were met
• Sales consultation and marketing campaign management for each client to ensure optimum impact for the client to their market
• Provide client and account management to enable the smooth running of a project throughout its’ entirety, including post-launch support
• Ensuring websites have a great UX/CX, and managing product photography for maximum impact and sales