Emma Roberts Email & Phone Number

Boca Raton, Florida, Us

As the Senior Director of Digital Product Management at Cinch Home Services, I’m focused on driving digital innovation to enhance our customers' home management experience. In this role, I’ll lead strategic digital product initiatives, leveraging technology and data to optimize customer journeys, simplify user experiences, and add value for homeowners across the country. Excited to be part of a team dedicated to reimagining home services for the modern customer!

Frederick, Md, Us

As a member of the leadership team, I oversaw the development of the brand's omnichannel experience. I held full responsibility for the eCommerce P&L, managing websites for two brands, marketplaces, the consumer contact center, and digital marketing. Additionally, I was accountable for the entire digital experience related to our service offerings.Key Results:• Delivered platform migration for the website from Virto to ATG, establishing a new platform for growth.• Delivered $22m net revenue within my lines of business for FY23.• Delivered A/B Testing and Personalization capability for the sites.• Delivered spend efficiency and a new strategy for how we approach our digital paid media, as well as managing a multi-million dollar annual budget.• Built a new high performing team to manage eCommerce and Digital Marketing, building expertise that didn’t exist in Product Management and Analytics.

Waltham, Ma, Us

I started with Vista as Senior Manager and was promoted to Director in 2016, I was selected to look after Global eCommerce as Director and subsequently Merchandising Experience and CX as Director. Delivering through senior managers, leading teams of 80+ people across 4 locations globally. I was responsible for the upper funnel of the experience (shopping & discovery) which included products like Search, Navigation, Shop pages, Cross Sell and Authoring experience. I also established merchandising as a function within Vista and collaborated with colleagues to drive the roadmap for improved merchandising capabilities and improved customer experiences.• Delivered more than $10m incremental profit from experience enhancements in the last year, leading a newly established team of product managers.• Established a product management portfolio and a merchandising function from the ground up, with a focus on agile practices and experimentation to drive customer success.• Led the improvement and optimization of the upsell and cross sell space which had been left to stagnate for 5+ years.• Delivered the first mobile specific experience for Vista.• Led and delivered a product migration program when we were moving to a new platform.• Worked with technology to deliver a CMS for use by the merchandising experience team.• Led the RFP process for the conceptualization of the future state experience vision for Vista to support the strategic direction of the organisation.Some of my earlier successes:- Achieved significant improvement in key website KPIs during my first few years – Conversion rate, Revenue Per Visitor, Average Order Value & Customer satisfaction.- Delivered a global benchmark to establish a baseline for e-Commerce Standards - the purpose of this was to inform the roadmap prioritisation in support of the achievement of e-Commerce Standards in key parts of the Site Experience.

London, Gb

Responsible for Vodafone.co.uk User Experience, reporting to the Head of User Experience. Managed 7 User Experience Specialists. Implemented the strategic solution for content management onto the business areas of Vodafone.co.uk• Delivered a 33% increase in basket (website funnel) to sale conversion rate for the business by implementing conversion funnel experience optimizations and a multi-channel/multi country product selection tool.• Delivered a 400% improvement in NPS between July 2010 and March 2011.• Delivered an improvement of more than 110% of starting position for 75% of the key measures of success against which I measured myself and my team.• Achieved and exceeded my team goals within my first year.• Significantly moved may area of the business forward within my first 6 months.• Improved online sales by 126% within my first year.• Improved online assisted sales by 114%.• Delivered an online strategy for my area of the business.

London, England, Gb

Prior to leaving Lloyds TSB Insurance I was a key member of the Direct Business Senior Management Team, reporting to the Director of Direct. I was Responsible for all customer experience, P&L, sales delivery, and the strategic direction for all Lloyds TSB Insurance websites including consumer and business sites.• Achieved sales growth year on year of 15% gross written premium.• Improved profitability of the home sales process by 40% following the release of a tailored sales process, a first in the UK.• Built a team with absolute focus on customer experience.• Developed and delivered market leading Strategy & Vision for e-Commerce in line with company strategic goal, including e-Commerce strategic roadmap and target operating model.• Developed acquisition strategy for online customers.• Delivered step change in conversion rates through optimisation of the sites while maintaining absolute focus on customer experience.• Developed and implemented customer experience KPI’s.

Ba Hons, Business Studies

Hnd, Business And Finance