Mark Gray Email & Phone Number

Southampton, Gb

Bristol

IVC make healthy pets and happy owners in 28 countries. As Product Manager for service I make sure that the 45000 staff in veterinary clinics and centralised support roles have quick and easy access to the help, information and services they need such as IT, People Services and Finance via our ticketing tool - Zendesk.

London / Remote

Nexford is an EdTech platform that allows learners to acquire the skills they need for the job they want on a subscription they can afford. I joined after the Series A round to lead the product team.- Led a cross-company initiative to improve activation and retention. Set measurable goals, ideated solutions and worked with multiple teams to deliver iterative, data-driven solutions increasing activation from 70% to 94% and revenue by 20% in 6 months and helped increase active learners by 100% over 12 months.- Developed and launched an AI/ML project which identified the most at-risk learners. Increased activation from 90% to 94%, reduced internal staff time spent on manual processes by a factor of 12:1 and increased monthly revenue of over 5%.- Launched a customer-facing portal for managing programs and making payments. Used quantitative and qualitative data to define initial features and go to market plan and worked with a scrum team to deliver it to learners iteratively and incrementally. Launched to rave reviews, reduced support tickets by 4.5x over 6 months and increased NPS from 50 to 62.

Remote

To resolve a lack of process and visibility of product prioritisation I introduced a simple framework based on OKRs which increased satisfaction and confidence in the product organisation across the company.With a mass of qualitative feedback existing in disparate locations across multiple systems I built a central AirTable repository with various Zapier integrations which allowed PMs to make more informed decisions about what to build.

Remote

Labster is a B2B SaaS scale-up offering virtual laboratory simulations to 2000 schools and universities globally and a million students. I joined after a $47m series C round led by A16Z.- Led a critical cross-functional product team to build a new, improved way of adding Labster simulations to instructors’ courses inside their Learning Management System (LMS), using the latest LTI1.3 protocol.Designed and developed an admin platform that integrated with Salesforce and allowed customer success to onboard customers quickly and easily. - Led a cross-company initiative across product, tech, marketing and customer success to migrate 98% of existing customers to the new platform. This increased NPS from 50 to 62 and decreased customer support contacts by 40%.

London

Roxor (recently acquired by Aristocrat Gaming) was a B2B Games provider to some of the biggest gaming operators in the UK with over 400,000 weekly players.- Implemented an outcome-focused, experimental method of product development that grew active players by 100% in 18 months.- Defined a product vision and strategy that developed the product enabling a partnership with one of the biggest operators in the industry.- Hired and mentored a team of product managers responsible for Free Games, Rewards and Jackpots products.

London

- Worked with developers, designers and data scientists to identify opportunities and then ideate, build and release new features that increased weekly retention from 78% to 83%, and weekly active days from 4 to 4.5.

London

Gamesys (acquired by Bally’s for $2 billion) was one of the biggest gaming operators in Europe with millions of monthly players and ran household names like JackpotJoy and Virgin Games. I became Group Product Manager for Games Platform after impressing as Poker PM.- Hired and Mentored a team of PMs helping them to define clear visions, strategies and KPIs for their products and establish clear communication of roadmaps and achievements- Grew Poker and Bingo active users by over 50% in 12 months through a series of data-informed experiments.- Led a cross-company initiative to migrate the most played games to a performant, scalable architecture which reduced peak game waiting times by an hour and ability to make game logic changes from weeks to days.

London, England, United Kingdom

I entered the world of product after joining as a Technical Content Author.- Worked with 3 different scrum teams to build and launch a freemium Poker site on Facebook under the Virgin brand which had over 200,000 players.- Defined the vision and strategy for a cash poker product on Virgin Games, working with teams to launch it and then grow active users by 10x and revenue by 25x over 18 months.

San Jose, Costa Rica

I coached a team of around 20 novice Costa Rican poker players with a view to improving their skills sufficiently such that they could profit from online poker. This venture was spectacularly unsuccessful. I was able to keep playing myself and earned a steady income including a single $50,000 tournament win.

Ba, History/Hispanic Studies

Education record