Robert Brighton Email & Phone Number

Leeds, England, Gb

Toronto, Ontario, Ca

Ongoing role as per Cocoon Labs description 2017-2018Post acquisition additional responsibilities:Managed multi-year phased product withdrawal process - Ongoing product support and maintenance - Customer Communications - Data Management - eCommerce and CRM service sunsetOversaw withdrawal of operations and logistics globally - manufacture > warehousing > 3PL > Amazon/eBay/eCommerce direct to consumerDesigned workspace relocation and transition to hybrid/satellite work environment - provided localised operations including HR/Finance/IT - culture and event management - H&S and compliance - Sustainability initiativesSaaS experience - Salesforce, Jira, Confluence, Shopify, Woocommerce, Wordpress, Zendesk, Intercom, Trustpilot, Survey Monkey, MailChimp, Amazon Seller Central/FBA, eBay, GSuite, Slack

Cocoon Labs is now a subsidiary of ecobee, Inc.Operations:Oversaw domestic and international operations, logistics, e-commerce sales through Amazon FBA (UK, EU, US) and via website using Wordpress, Stripe, Woocommerce, Salesforce, Shopify.Provided operational support to retailers and wholesale distributors, including marketing and training assets, point of contact for VIP clients, investors and partners.Support:Oversaw Customer Support team in delivering outstanding customer support experience to customers and users. Designed support service structure, from help centre and escalation flows, to integrations with third party services such as Zendesk, Intercom, Salesforce, Meta.Technical Support lead, managing escalations, triaging incidents, identifying bugs and issues from user feedback and real time dashboard monitoring. Reporting and collaborating with engineering team. Working alongside Test/QA to test and implement fixes, identify short term user work arounds. Consulting with UX and Marketing to manage roadmap and customer comms. Managed investor communications during successful Crowdcube funding round.Office Operations:People and Culture management - oversaw office expansion, procurement, onboarding, culture and social.

Managed office and people operations, implementing new HR platform and delivering company handbook. Managed onboarding, procurement, asset management. Designed and executed office expansion.Facilitated user testing programme, taking part in user interviews, data gathering and UX project work.Co-ordinated ecommerce and logistics projects including operations planning and logistics during roll out of global product launch to 51 countries.Designed and managed support offering, training and retaining staff, integrating third party services, designing response macros for efficiency and analytics.Managed user reviews generation and responses via Trustpilot, CSAT, Amazon, delivering consistently excellent scores for support response.

Leeds, West Yorkshire, Gb

Brought in to head up and oversee the expanding managed property portfolio which has grown from 200-300 units in 18 months. Augmenting existing procedures with the implementation new practices to streamline the day to day running of the department, in order to provide the best quality of service for both landlords and tenants. Combining an in depth knowledge of property maintenance problem solving, with a hands on approach, as well as having a proven track record in deposit resolution. Undertaking a full compliment of property management roles.

Sourcing and acquisitions; E-inventories, inspections, and checkouts; Vacant property management and maintenance; Property staging, dressing and finessing; Arrears recovery and notice provision.

Full range of property management responsibilities. Inspections, inventories, end of tenancy checkouts and deposit returns, deposit dispute resolution, maintenance and contractor co-ordination. CFP software trained.

Investment opportunity sourcing, appraisal, and analysis. Portfolio management. Property sales and lettings. Property management.

Accountancy, Financial Management And Information Management, Accountancy, Financial Management And Information Management

Maths, Economics And Biology