Appointed by the Global Digital Product Director and the Programme Director to take responsibility for project managing the business implementation side of a major new headless eCommerce platform upgrade implementing SAP Commerce Cloud and Amplience and migrating from a much older version of Hybris, and rolling out to 15 country markets across Europe, North America and Asia/Pacific regions in 20 different languages.The project was run in conjunction with a significant customer-facing rebrand, which included the typography, tone-of-voice and visual identity, leading to a great deal of cross-management between the brand, eCommerce programme and the content delivery teams.In summary, responsible for managing 4 key areas of the project:1. delivery of product and non-product content in UK English2. content translation to several different European languages and Chinese3. user community training4. market readiness activities before launchThe business side of the project involved at least 100 stakeholders at various levels of seniority in both the global and local-market teams and spread as widely as Melbourne to Toronto, all managed remotely, partly due to the impact of covid-19.Despite the issues that 2020 presented us with, all markets were launched within 2 months of the original deadline and ahead of the traditional peak-trading period, remained stable during peak trading and produced a much higher number of sales than the previous platform.

Responsible for producing and maintaining a viable product backlog for the agile "Continuous Improvements" team whose focus is on incremental change to both the back-end Hybris e-Commerce platform and the associated front-end websites recently implemented across 14 country websites.Working with the product owner, continually re-prioritising epic-level business requests, and either breaking down the selected top priorities into User Stories myself or allocating them for breakdown by other Business Analysts depending on resource availability. Ensuring that the backlog is sufficiently well defined to sustain a development team of 5 co-located members and a test team of 4 off-shore members.

Responsible for the organisation and creation of the global product catalogue including category structure and hierarchy, product de-dupe, migration and globalisation from the separate country-level legacy platforms to a single central Hybris catalogue and implementation of the global product merchandising categorisation.Responsible for the analysis and migration of product and category content, merchandising and pricing from the legacy country websites for each rollout of Hybris to 14 countries across Europe, North America and Asia.

Lead Business Analyst for a programme of change to an existing Loyalty Rewards platform provided by Reward Insight to its major high-street banking client. Liaised with key stakeholders on the client side to gather high-level business understanding, needs and requirements. Considered internal platform and organisational goals whilst approaches to solving the high-level client needs. Worked with the team leaders in development and QA to ensure the successful solution design and implementation. Managed and coached a team of three business analysts to deliver requirements to the delivery teams through the use of the most appropriate documentation methods.

Short-term contract to complete the implementation of enhancements to the in-store customer data capture process. This project had the goal of improving the data completeness, quality and integrity of customer data captured for CRM purposes for the EMEA Retail Operations team. Responsible for reviewing the existing functional specification, completing end-to-end testing and co-ordinating the roll out between the 3rd party developer and the internal store support teams. The functionality was implemented successfully and on time to over 40 retail stores and concessions in 11 countries across the EMEA region.

Worked closely with the Programme Manager and business teams to collect and define business requirements for the development and implementation of a multi-channel CRM and points-based Loyalty programme which was rolled out to 8 markets across Europe, and will in future be extended to the rest of the world.Translated business requirements in to functional and non-functional requirements, and acted as the contact point, alongside the Programme Manager, for the development and testing/QA teams during the development, testing and implementation of the supporting IT systems. System development spanned multiple teams spread across multiple time zones and nationalities, including Australia, India, France and UK.The solution also crossed multiple core applications and their integrations including real-time cloud-based CRM platform, on-premise CRM platform, eCommerce and ePOS.

Responsible for developing Business Intelligence solutions using Microstrategy and Pentaho products.

Responsible for managing the strategic direction, development and deployment of a white-label eCommerce platform through the use of 3rd party external development.

Responsible for developing the technical strategy for Europ Assistance (UK) in accordance with the overall business strategy.Member of the Regional IT Management team for the English speaking region of Europ Assistance Group (which included UK & Ireland, USA, Canada, South Africa and Nordic).Member of the Global IT Management team for Europ Assistance Group (HQ Paris).

Responsible for the management of the "Site Services Delivery Team".This team managed the delivery of all IT Support, Telecoms and Building Facilities services on all Europ Assistance sites in the UK and Ireland.