Online Fashion Start-up and management of B2B and B2C, with end-to-end business management, including digital marketing, fulfillment and user experience with a customer-centric approach.

My focus as the Head of eCommerce & Digital is to drive commercial objectives ensuring best in-class consumer experiences whilst driving sales targets, traffic and conversions across 3 brands (ASICS, ASICS TIGER and Onitsuka Tiger) and to strive for better customer-centric & omni-channel business outcomes within a retail/wholesale business.

Responsible for the Agile Digital transformation and growth of consumer product exposure and sales including the campaign management associated with marketing these products nationally and internationally. Brand development, web site traffic growth, web site UI and advertising revenue. In addition the on-going development and technology improvements that gives customers the best in class shopping experience across multiple platforms with an omni-channel outcome.Within this strategic role I am tasked with sourcing and establishing vendor and supplier relationships with a view to further develop & drive business partnerships and efficiency improvements withing the B2B/B2C space delivering best practices whilst managing products and service delivery life-cycles.KEY RESPONSIBILITIESTransformation & Acquisition Managed the migration of data from old CMS back-office systems to a newly developed CMS platform including the management of a newly designed e-Commerce development.Digital marketing strategies that include the design & deployment of EDMs, SEM and Social Media campaigns to increase acquisition and maintain customer loyalty.Operations & Performance reporting process – Google AdWords, PPC and SEO improvements implemented to increase traffic to site. Improved traffic to site by 150% in 3 months.E-Commerce & Vendor management – established vendor and supplier agreements and SLA’s for reliable delivery of products through business automation processes.SUMMARY- Leading and managing the Digital Team- Managing the Online Roadmap with IT and external vendors- Defining the requirements, processes and governance for end users using various digital channels- Developing and delivering Online Strategies- Leading the team that optimizes UX and website best practices

To manage and ensure that remote service technologies fall in-line with the Company’s global strategy & vision whilst meeting local business requirements. To ensure that all parts of the business are connected to these strategies and cultural shift through consistent programs through various communication channels. SELECTED ACCOMPLISHMENTSAs the Product Manager (Digital Technologies) responsibilities include the program management of Remote technologies in order to increase the attachment rate within the customer install base influencing service revenue and customer satisfaction, whilst driving operational and service delivery costs down. Collaborating with various business teams (local, APAC and EU) and national stakeholders to ensure efficient delivery and support of the company’s digital remote support capabilities are sustained. Development of processes & automated workflows, change management and digital systems to assist the business achieve its goals by ensuring on-going proactive maintenance of these programmes is achieved delivering business efficiencies and improvements while keeping customer experience focus and satisfaction. Lead & manage Remote Support helpdesk staff to achieve business outcomes in service delivery and to provide sustainable platform for remote management and client relationships for Managed Print Services expectations and business solutions. Provide technical consulting where needed to solutions, sales, marketing and service delivery teams nationally and be the SME in Konica Minolta’s Remote Technology tools and services portfolio. In addition, ensure that services and infrastructure meet the business requirements for successfully delivering those technologies and services nationally.

KEY ACHIEVEMENTS- Program Management with a focus on driving digital technologies for Customer Service & self-help portals- Collaboration with regional cross-functional stakeholders during program lifecycle- SEO improvements delivered to enhance user experience and drive the use of customer portals- SEO improvements to drive brand initiatives to customer segments (SMB & Enterprise)Reporting to HP Global HQ, responsibilities included the management of global on-line Service Delivery projects. It included collaborating with stakeholders and teams to analyse local business requirements in order to meet business outcomes within HP’s digital on-line portfolio.Projects included the management of cross-functional stakeholders (local & remote) during the development and staging phases. User Acceptance Testing and regression testing was performed during the project lifecycle.

KEY ACHIEVEMENTS- E-Services PM with a focus on driving digital strategies for engagement of new customer portals- Collaboration with cross-functional stakeholders during program lifecycle- Improved business outcomes by delivering optimization strategies of digital systems & portals- Subject Matter Expert and technical lead for Asia PAC - Development of digital collateral (on-line, print & media) to increase and drive the use of HP’s digital portfolio.As an E-Services Program Manager, responsibilities were to drive E-Shift by developing strategies and promoting digital portals within HP’s services portfolio including the responsibilities of leading and managing stakeholders within Asia Pacific and to drive promotional activities centred on the use of HP's on-line customer support portfolio.Other responsibilities included Project management in the areas of development and redevelopment of new support sites, portals, collateral & services, whilst enhancing customer experience was an underlying and fundamental part of this role.Market analysis and reporting was carried out throughout the project lifecycle to better position the on-line services portfolio, enhancing the user experience and increase customer loyalty, whilst driving operational costs down. Development of wireframes, prototyping websites and flow diagrams demonstrating ideas from conception to staging.SEO (Search Engine Optimization) enhancements to ensure better user experience was met and tracked via surveys, email marketing programs and culture shift programs.Collateral mock-ups and designs created for corporate marketing brochures, user guides (technical & non-tech) and digital media collateral on-line and in print form for site specific service offerings.Email marketing campaigns developed to drive site usage and track demographics with site analytics and reporting tools. Corporate e-learning applications developed and targeted at corporate markets.

KEY ACHIEVEMENTS- Drive and promote the use of HP’s Proactive Remote technologies and Enterprise portals in order to increase attachment rate in South Pacific.- Collaboration with cross-functional stakeholders during project lifecycle.- Developed and deployed value propositions to customers and internal stakeholders and improved business outcomes by demonstrating the value-add to Enterprise customers.- Subject Matter Expert and technical lead for SMB & Enterprise customer e-services offerings.As the eDelivery PM, responsibilities included the deployment of proprietary technologies to drive customer attachment rate and usage of HP ISEE Instant Support Enterprise Edition and IT Resource Centre, Business Support Centre. Other responsibilities included driving awareness both internally and externally and delivering value propositions to the Enterprise customer base across South Pacific. This also included collaboration with service delivery teams nationally to assist and expand our customer attachment rate.During the role of eDelivery PM, responsibilities included driving and building awareness of these tools and services to internal stakeholders and customers demonstrating the capabilities and use of HP’s on-line support tools and sites to further enhance the customer self-help experience driving operational costs down whilst maintaining a high level of customer satisfaction.

KEY ACHIEVEMENTS- Project Management with a focus on Proactive Remote Support for Service Delivery- Collaboration with cross-functional stakeholders during program lifecycle- Development & drive the use of e-Shift to improve processes, business efficiencies and customer engagement.As the APJ eDelivery PM, responsibilities were to manage a new Global services initiative around Proactive Remote Services which included the planning and procurement of infrastructure that would support this new service offering additionally to manage customer deployments across the Asia Pacific region.Working closely with R&D and IT, a successful implementation and roll-out of the PRS program across Asia-Pacific was achieved with total integration with the Company's' CRM system.