Over 200 years have passed since John Harris Heal founded Heal’s in 1810 and so began a centuries’-long fascination with quality design. Today, Heal’s continues its legacy of supporting great design. With stores based across the UK, we’re proud to showcase established brands as well as new and emerging designers.

I led Brand, Communications, Ecommerce and Digital Marketing at Laura James, a 4yr old start-up on a mission to bring lifestyle and aspiration to affordable homeware. My role included: ★ Creating a best-in-class ecommerce experience in Shopify ★ Navigating a complex martech landscape to employ what is best for Laura James ★ Continually testing and learning to improve UX and customer experience ★ Truly understanding our customers, their needs and frustrations ★ Delivering a CRM strategy across multiple channels ★ Redefining the brand, our values and our mission ★ Building the data and analytics landscape from the ground up ★ Leading and mentoring a growing team to new highs ★ Creating and delivering a 3 year strategy across all my areas of ownership

As Consulting Director, my role is to support our clients in growing their businesses across all aspects of ecommerce and digital. While my background has been growing and leading end-to-end ecommerce teams, data has always played a key part in the way I’ve worked. This flows through into much of the work I deliver with Matter Of Form and our clients. Examples include: ★ Data-led UX roadmap for household beauty brand ★ Content-driven customer experience for innovative travel company ★ Re-architecture of UX for disruptive edtech app ★ Creating new digital experience for heritage jewellery brand ★ UX and design roadmap for fast growth beauty business ★ CRM strategy for global hospitality brand ★ Website optimisation for multi-brand furniture retailer ★ Implementing micro-conversion based metrics to multiple clientsMy significant client-side experience allows me to understand some of the complexities that exist within businesses, being empathetic to stakeholders and ensuring our recommendations are aligned to their needs.

Working closely with clients to maximise their digital potential, whether that is driving more website traffic, optimising current platforms, building out social media and customer acquisition plans, or more long-term strategic thinking. Equally happy working with senior management, helping and mentoring junior execs, or rolling up my sleeves to become a temporary member of the team. Whatever the challenge, I want to know about your customers and business plans and to help you deliver £££s against this knowledge. 15 years of client-side experience, across multiple verticals, is helping me deliver actionable improvements to businesses across customer acquisition, website optimisation, content planning and customer retention.I am always open to new opportunities, please do say hello: mark@markhammond.me

I owned the digital capabilities for Stonegate, the largest pub company in the UK, across customer acquisition, website optimisation, app development and customer retention in a particularly non-digital environment. With over 100 websites to manage and targeted marketing against most of them, agility and flexibility were key. Having led, grown and mentored a team of digital experts and junior execs to deliver against challenging KPIs, they implemented functionality, campaigns and processes that were often completely new to the business. Key stakeholder management within Brand, Marketing, IT and Finance teams was fundamental to the role and I was able to work collaboratively across campaigns, development and reporting. On top of this, I delivered consumer insights, trends and areas of concern to the whole business based on customer feedback and setup Stonegate-wide KPIs off the back of this data.Achievement highlights: ★ Increased website sessions by 68% ★ Grew website conversion from session to booking by 94% ★ Revenue from website-driven bookings up 225% during my tenure ★ Grew team from 5 to 13, implementing multiple new digital capabilities for Stonegate ★ Created a single view of customer data across 100 brands ★ Setup email triggered email campaigns for all brands ★ Increased visibility of venues in Google Maps by 70%

I joined PetsPyjamas when it was only 11 months old and spent the next 5 years developing the website, driving SEO improvements, setting up analytics/business intelligence, building the team and implementing new customer acquisition strategies. The proposition grew from a shop with a handful of suppliers to a marketplace selling 3k pet-related products and a travel agent with 20k cottages and hotels. I had overall responsibility for the digital P&L, all business KPIs and reporting, delivering monthly updates at board meetings. Customer data was an essential part of the marketing strategy and I developed functionality across data acquisition, loyalty, customer segmentation and targeted campaigns. Using feedback from surveys, reviews and focus groups helped determine both brand direction and technical develop-ments. Achievement highlights: ★ Grew online revenue > 100% every year I worked there ★ Customer database grew from 7k to 220k ★ Re-built complete website architecture with SEO in mind ★ Went from 51st in Google for “Dog-friendly Hotels" to 1st in 9 months ★ Build targeted CRM campaigns around multiple data points ★ Won best use of marketing technology at Engagement & Loyalty Awards

I was hired to scope, design and deliver an enterprise-level ecommerce website for Associated Newspapers, one of the largest publishers in the UK. Moving D2C commerce was a brand-new venture for them. In tandem to this, I hired and led the ecommerce team across website optimisation, analytics, CRM and customer acquisition. With little history in the business of digital projects, there were significant levels of stakeholder management required across multiple teams.Achievement highlights: ★ Launched complex website and customer service platform on time ★ Delivered budget in first year > £1m ★ Built, led and mentored ecommerce team from zero to 7 ★ Created single customer view and CRM contact strategy ★ Grew revenue from CRM 15x

I joined to manage product datafeeds from 150 suppliers across 3 million products, as well as deliver analytics and reporting. I took over lead from US head office across PPC, SEO and website optimisation. Achievement highlights: ★ Doubled PPC revenue in 2 years ★ Project Managed global rollout of new product taxonomy ★ Designed, built and managed .NET reporting platform

I joined Zenith as the first and sole database resource in the company, having self-taught myself MS T-SQL and SSRS. As well as database development and analysis, I supported the website development team with updates. Achievement highlights: ★ Created suite of online reporting tools ★ Developed .NET applications for stock control and HR