Paul Smillie Email and Phone Number
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Dynamic operations leader with a proven track record in DTC E-Commerce and Consumer Services, driving results through team leadership, relationship building and coaching | mentoring. Experienced in project and financial management, adept at leveraging business metrics to inform decision-making and optimize performance. Formerly with Nike, Inc. bringing a blend of industry expertise and strategic thinking to propel organizations toward success.Career Snapshot:➡ Proficient team builder with a successful track record of leading globally distributed, cross-functional teams spanning the USA, India, and Europe.➡ Cultivated a versatile skill set in Operations, Consumer Services, and Project Management during a 15+ year tenure at Nike, Inc.➡ Collaborative problem solver and people-focused leader, adept at nurturing strong teams and fostering a culture conducive to optimal performance.➡ Managed multi-million dollar operations budgets, demonstrating strong financial management capabilities.➡ Equipped with the ability to think strategically while also executing tactically, resulting in innovative customer solutions that drove unprecedented sales growth across various Fortune 100, agency, and startup environments.➡ Spearheaded revenue growth initiatives for 8-figure DTC brands on Shopify Plus, achieving record-breaking sales, units sold, and new customer acquisitions.➡ Recognized for excellence in Customer Service Leadership with the Nike Milestone Award and honored as a recipient of the Nike Retail Maxim Team Award for leadership in scaling the global E-Commerce business to its first $1B in revenue.➡ Demonstrated an entrepreneurial mindset by successfully launching property management and travel hospitality ventures in the U.S. | Central America.Core Competencies:Communication ➡ proficient in active listening with a foundation built on integrity, problem-solving, and the integration of fun and humor for effective interactions.Leadership ➡ experienced facilitator, motivator and mentor, guiding teams and individuals towards maximum efficiency and optimal results.Team Player ➡ collaborative in nature, advocating for the value of individuals at all levels of the organization as critical assets to achieving success.Organized ➡ detail and results-oriented with a strong focus on collaboration and customer satisfaction.Emotional Intelligence ➡ known for navigating situations with tact, consideration and fostering positive relationships and successful outcomes.✆ 971.303.1133✉ pduck96@gmail.com
Anatta
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Managing DirectorAnatta Jan 2023 - PresentCharleston, South Carolina, UsReporting directly to the COO, I lead a geo-distributed professional services delivery team of (30) dedicated to helping 8-figure DTC brands in enhancing their online presence and revenue streams. Our engagements encompass a range of initiatives, including site redesigns, tech stack replatforming, UX Research Experimentation Programs, and Conversion Rate Optimization (CRO). I am responsible for cultivating and maintaining strong client relationships, understanding their needs, and providing consultative solutions to ensure their satisfaction. Additionally, I oversee the mentorship and development of a team of professionals, fostering a positive and collaborative work environment.Professional Highlights: ➡ Led team that successfully spearheaded a 90-day re-platform project for a $1.5B enterprise client, overcoming industry skepticism and delivering results that were previously deemed impossible.➡ Orchestrated campaigns resulting in clients achieving record-breaking sales revenue, units sold, and new customer acquisitions during the 2023 Black Friday / Cyber Monday period.➡ Achieved referenceable client satisfaction across a $4M revenue portfolio, showcasing a commitment to delivering exceptional service.➡ Led Shopify website redesign projects that garnered recognition within the E-Commerce industry and led to the publication of numerous case studies highlighting our success.➡ Implemented winning A/B test approaches to solve client business challenges, resulting in significant improvements in key performance indicators (KPIs) such as Conversion Rate (CVR), Average Order Value (AOV), and Add to Cart (ATC) metrics.➡ Managed delivery team profitability, demonstrating strong financial management capabilities.➡ Accountable for ensuring the overall delivery efficacy of the cross-functional team, maintaining a focus on efficiency and quality outcomes.
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Project Manager | Agile Scrum MasterAnatta Sep 2021 - Jan 2023Charleston, South Carolina, UsAs a positive, energetic, and highly communicative Project Manager, I was entrusted with the responsibility for overseeing the (2) largest clients within the organization. In this capacity, I facilitated over 100 Agile Scrum sprints and ceremonies, managing day-to-day communications and ensuring alignment with Product Owner expectations to drive project and client engagement success.Professional Highlights:➡ Demonstrated a knack for creatively solving complex problems and ideating innovative solutions, communicating difficult concepts in a timely and tactful manner.➡ Spearheaded initiatives that led to record-breaking client E-Commerce revenue during Black Friday / Cyber Monday events, with minimal site issues and novel consumer experiences surpassing client revenue forecasts.➡ Led Agile project teams to achieve exceptional performance, maintaining a 100% burndown velocity in 85-90% of planned sprints, while continually striving for improvement.➡ Conducted comprehensive analyses of risk scenarios, identifying opportunities and implementing associated mitigation plans to safeguard project success.➡ Recognized by the delivery team with (86) high-fives for my collaborative leadership, meticulous organizational skills, and effective communication.➡ Promoted to Managing Director of Delivery Team Operations in January 2023.
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Nike Digital Project ManagerNike, Inc. World Headquarters Dec 2019 - Jul 2020Beaverton, Or, UsAs a Digital Project Manager, I facilitated the deployment of data governance concepts to ensure that the global E-Commerce business needs were met, all while carefully balancing operational considerations of quality, risk, and cost. Exercised strong leadership skills by collaborating cross-functionally to understand and effectively communicate data governance and quality directives.Professional Highlights:➡ Implemented SEO-informed product data taxonomy and filtering strategies, resulting in significant increases in consumer engagement ranging from 15% to 25%.➡ Successfully elevated key selling features and benefits within Nike digital consumer journeys, leading to revenue boosts of 5% to 15%.➡ Collaborated with upstream product creation and enterprise teams to optimize data flow, thereby enhancing digital consumer experiences.➡ Created future business value by deploying strategic, SEO-informed, and data-governed taxonomy concepts.➡ Proficiently documented processes using a variety of collaboration tools such as MS Teams, Slack, Smartsheet, Jira, Confluence, Trello, Box, and SharePoint.Due to family obligations, I relocated to Florida during the COVID-19 pandemic, and my onsite contract role concluded. -
Entrepreneur | Travel SabbaticalAll Smiles Property Management, Llc Apr 2015 - Dec 2019In Nicaragua, Central America, I spearheaded the launch and management of a property management and travel hospitality startup, overseeing operations for a full-service bed & breakfast alongside a portfolio of vacation properties catering to U.S. clients.Professional Highlights:➡ Maintained an outstanding 5-star guest rating average, backed by over 200 reviews, and earned the prestigious #Superhost badge for an impressive 20 consecutive quarters.➡ Provided exceptional client value through comprehensive services spanning marketing, financial reporting, operations management, and the implementation of monetized optional services such as staffing solutions and the development of P&L statements and QBR presentations.➡ Served as a proactive member of the Board of Directors and volunteered as an organizer for a local NGO dedicated to supporting educational programs for Nicaraguan youth.➡ Handpicked to manage operations for a boutique vacation resort in Coronado, Panama, Central America, leveraging expertise in hospitality management to drive success.
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Nike Strategic Partnerships Development ManagerNike, Inc. World Headquarters Jul 2013 - Aug 2014Beaverton, Or, UsAs a Nike Strategic Partnerships Development Manager, I orchestrated product personalization CX operations for a multi-billion-dollar brand. Additionally, I spearheaded the design and implementation of complex, cross-functional projects supporting Nike's online product personalization platform, Nike By You.Professional Highlights:➡ Collaborated closely with digital brand teams to develop and execute innovative, exclusive online Nike product launches, ensuring seamless integration with the product personalization platform.➡ Implemented a service recovery process to address holiday season product shipping delays, resulting in monthly savings of $200k.➡ Facilitated comprehensive new product training and coaching sessions, equipping teams with the knowledge and skills necessary to deliver best-in-class service to Nike consumers.➡ Monitored key customer service performance indicators, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Voice of the Customer (VOC), and agent sales metrics. ➡ Created and presented scorecards and Quarterly Business Review (QBR) decks, leading action plans with cross-functional stakeholders to identify and capitalize on new product opportunities.➡ Accountable for all operational communication and issue resolution related to the consumer experience, ensuring prompt and effective resolution of any issues or concerns.
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Nike Executive ProducerNike, Inc. World Headquarters Aug 2012 - Jul 2013Beaverton, Or, UsAs a Nike Executive Producer, I was instrumental in building highly effective teams focused on delivering complex global Direct-to-Consumer retail experience projects, programs, and capabilities. Accountable for a $3 million operations budget and developed strategic plans for the development and deployment of seasonal marketing assets.Professional Highlights:➡ Orchestrated a financial chargeback services model that resulted in a near net-zero department operating budget, showcasing financial acumen and efficiency.➡ Collaborated closely with merchandising and brand marketing partners on E-Commerce capabilities and projects within a complex matrix organization. These collaborations have successfully connected Nike consumers with premium digital experiences, amplifying key products, athletes, and brand storytelling.➡ Handpicked to produce future vision videos presented to the Nike Board of Directors, influencing digital funding decisions and shaping the company's strategic direction.
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Nike Global Category Commerce ManagerNike, Inc. World Headquarters Mar 2011 - Aug 2012Beaverton, Or, UsAs a Nike Category Commerce Manager, I spearheaded initiatives that drove global Nike.com Basketball & Jordan Brand category revenue to $50M while simultaneously increasing sell-through rates on key yet underperforming products. Recognized for my effective leadership and management of internal teams and external agency relationships, that resulted in industry-leading Social Media product launches yielding multi-million dollar sell-through revenues.Professional Highlights:➡ Orchestrated projects that executed key product marketing initiatives, leading to a 20% increase in order conversion rates and a 40% lift in engagement. These initiatives evolved into co-funded, seasonal programs, driving sustained growth.➡ Led digital experiences for signature athlete footwear, including LeBron 9, LeBron X, Zoom Kobe VI, VII & VIII, and Jordan 2011-12, enhancing brand visibility and consumer engagement.➡ Successfully increased sell-through rates on key yet underperforming products by forging strategic relationships and leveraging technology to optimize sales channels.➡ Collaborated cross-functionally within a complex matrix organization on site capabilities and projects, ensuring seamless connections between Nike consumers and premium digital commerce experiences while amplifying key products, athletes, and brand storytelling.➡ Partnered with Legal and Sports Marketing departments for approvals of highly confidential marketing assets for use on Nike.com and partner sites, demonstrating discretion and professionalism in handling sensitive materials.
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Nike Global Director Of Digital Asset ManagementNike, Inc. World Headquarters Apr 2009 - Mar 2011Beaverton, Or, UsAs a Nike Director of Digital Asset Management, I led a global organization responsible for a $7 million digital content authoring budget, overseeing product imagery and copywriting operations. Under my leadership, I fostered a collaborative team culture centered around operational excellence and empowered decision-making. Additionally, I frequently travelled to Nike Europe Headquarters to share best practices, resulting in global efficiencies and improved production processes.Professional Highlights:➡ Developed a multi-site production strategy and process, successfully launching 100K digital image and product copy assets per season.➡ Spearheaded the launch of digital asset management (CMS) production systems, enabling the team to deliver 99% of seasonal assets for sampled products on time, with high quality, and under budget.➡ Achieved a 20% reduction in digital asset costs by leveraging CMS workflows, implementing auto-publishing capabilities, and optimizing staff utilization efficiencies.➡ Managed global vendor relationships and successfully co-negotiated contract renewals, resulting in an additional two years at zero price increase.➡ Consulted partners on the feasibility and cost of digital asset capabilities, integrating brand experiences while ensuring the inclusion of key product and marketing initiatives.
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Nike.Com Content ManagerNike, Inc. World Headquarters Mar 2007 - Apr 2009Beaverton, Or, UsAs a Nike.com Content Manager, I established standards for content development, including implementing a cross-departmental process for collaborating on product copy. Additionally, I enhanced branded product and shoppable content on Nike.com site experiences that contributed to our team receiving the Nike Retail Maxim Team Award for leadership in scaling the global E-Commerce business to its first $1 billion revenue milestone.Professional Highlights:➡ Developed site content programming calendars in collaboration with brand, product, and editorial teams, ensuring alignment with business objectives and brand messaging.➡ Managed relationships with brand and digital tech platform leads, developing strategies for integrating upstream source key product features and driving integration of editorial pilot projects.➡ Conducted requirements gathering to ensure that capabilities aligned with resources and goals, driving greater efficiency and globalization.➡ Created process documentation for product merchandise data and launch setups, including key collections, pre-orders, and gift cards, streamlining operations and improving accuracy.➡ Tracked and socialized success metrics for content integration efforts, demonstrating the impact and effectiveness of implemented strategies.
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Nike Consumer Services ManagerNike, Inc. World Headquarters Sep 1996 - Mar 2007Beaverton, Or, UsAs a Nike Consumer Services Manager, I led an in-house team of 10-12 contact center agents responsible for handling $10 million in Nike direct product sales and consumer inquiries annually, while passionately representing the brand. I implemented and monitored key performance indicator (KPI) metrics, goals, surveys, and evaluation programs, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Voice of the Customer (VOC), and authored reports, presenting results throughout the company. I was recognized with the Nike Milestone Award for Customer Service Leadership as a contributor to the Nike.com launch team.Professional Highlights:➡ Built highly effective teams that thrived in a positive, empowered environment, prioritizing consumer satisfaction and success.➡ Implemented an online order status tracking tool and email redesign projects, resulting in a 35% reduction in contact costs.➡ Served as the global single point of contact for Nike's new product personalization launch, Nike By You, ensuring seamless integration and successful rollout.➡ Provided coaching to improve staff performance, demonstrated managerial courage, and advocated for individual development planning, fostering growth and excellence within the team.➡ Acted as the CRM administrator, overseeing the launch, maintenance, and upgrading of contact center tools configuration, business workflow, FAQs, and agent knowledge base.➡ Led the department in developing a competency-based, behavioral interview process for new hires, including question creation and panel selection, ensuring the recruitment of top talent aligned with organizational needs and values.
Paul Smillie Skills
Paul Smillie Education Details
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University Of Oregon Lundquist College Of BusinessWarsaw Sports Marketing Program -
Superior Schools, Inc.Real Estate
Frequently Asked Questions about Paul Smillie
What company does Paul Smillie work for?
Paul Smillie works for Anatta
What is Paul Smillie's role at the current company?
Paul Smillie's current role is Operations Managing Director → DTC E-Commerce | Project Management | Consumer Services | Former @ Nike | Coaching + mentoring teams to deliver exceptional results, fostering a positive and collaborative work environment.
What is Paul Smillie's email address?
Paul Smillie's email address is pa****@****ike.com
What is Paul Smillie's direct phone number?
Paul Smillie's direct phone number is (310)-275*****
What schools did Paul Smillie attend?
Paul Smillie attended University Of Oregon Lundquist College Of Business, Superior Schools, Inc..
What are some of Paul Smillie's interests?
Paul Smillie has interest in Social Services, Children, Economic Empowerment, Environment, Education, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights, Animal Welfare, Health.
What skills is Paul Smillie known for?
Paul Smillie has skills like E Commerce, Digital Strategy, Management, Marketing, Retail, Creative Direction, Sales, Cross Functional Team Leadership, Content Strategy, Customer Service, Social Media, Merchandising.
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