Working as part of a newly-established team, reporting into the eCommerce Manager and working alongside other departments within the business.My key responsibilities include uploading products to various Content Management Systems, including images, pricing, product codes, drop down options and customer facing copy. Updating and editing images and writing copy to ensure all online product information is clear and accurate. . Order Processing including customer communication.

Part of the busy production team at Truffle Hunter. Variety is the spice of life and no two days were ever the same, one day making truffle mustard, the next mixing up some of the preserved truffle products, packing the delicious truffle butter or working on the oil filling line.

My day to day duties included coordinating customer orders from point of sale through to despatch of goods, ensuring a smooth customer journey, managing the customers’ expectations and ensuring they were kept up to date throughout the lifecycle of their order whilst ensuring all methods of transportation and logistics ran smoothly, were suitable and cost effective.My role required that i attend all order handover meetings, maintain the SAP ERP System by adding all sales and spares orders with dated and priced line items to SAP ERP, as well as all large contract sales orders to the Sales Project Plan. Sent order acknowledgements to the customer confirming order details and planned delivery date. Ensured that the customer was kept up to date with order progress throughout order fulfilment and managed customer repairs and returns process. Controlled despatch notes, invoicing and payment in line with contract terms. Created detailed packing lists for all project shipments, ensuring all export requirements were fulfilled and worked closely with the Stores Coordinator to ensure all goods left on time and with the correct paperwork.

Brought in to set up the launch of a new and updated website for ecotopia.co.uk, focused on researching, setting up and merchandising new products for the ethical retailer. Using Khaos Theory content management system to create and edit content for the site, including images and copy. My primary responsibility is the customer; ensuring that all customer issues are dealt with in a courteous and timely manner, taking orders over the phone and online, answering queries and dealing with any specific customer issues including returns and refunds. I liaise with suppliers to ensure sufficient stock levels across all key products and promotions on site. An ongoing part of my role is to research, source and set up new products, ensuring that they fit with both Ecotopia ethics and brand. I have also taken ownership of these supplier relationships and continue to work on ranges, prices, and logistics with them. Responsible for efficiently managing all stock checks and monthly stock valuation process. My role also includes devising and owning campaigns from conception through to merchandising, updating and merchandising the website to reflect new and exciting products and seasonal highlights. I liaise with the Marketing team at Ecotricity to recommend and propose products for email campaigns and social media offers and also to sense check e-newsletters. Due to the small nature of the team at Ecotopia I am also well practised in picking and packing customer orders during particularly busy seasonal peaks.

Various assignments and consultations including SEO optimisation, page content and style, and ensuring social media presence.

Headhunted to join the Digital Division at Head Office in 2008. I was solely responsible books web content, including building and merchandising all book pages and promotions on the web site, ensuring total accuracy across all aspects of the site. My job involved devising all book promotions, ensuring that they were both topical and profitable, optimising all pages in terms of SEO through the use of web analytics. My day to day tasks also included moderating and approving customer reviews, price and promotion comparison against competitor sites as well as liaising with suppliers regarding availability and lead times for stock. I also facilitated regular communications with publishing houses to promote high profile titles through preferred terms, digital trailers and social media.Unfortunately due to the current retail market, WH Smith made a number of redundancies in early 2012. At this time my role was subsumed into the wider Digital Online Team.

In such a large, flagship store my role was comprehensive. Accountable for the overall day to day running of the store, helping to achieve store KPIs. During this time the store achieved an annual turnover of £6 million for the first time, with a profit of £1 million. Directly responsible for the operational aspects within the store, including cash office , audits, stock room and deliveries as well as all aspects of Health and Safety within the store. I was also responsible for annual reviews and appraisals of support staff and supervisors. As part of the management team, I ran assessment centres and conducted behavioural interviews to successfully recruit staff for the branch. In addition, I had sole responsibility for planning all of the seasonal layout changes within the store; dealing with theft and audit teams in cases requiring investigation or prosecution, and was given the role of refit project manager, organising phasing of work, liaising with both store staff and external refit team to ensure the minimum financial impact and disruption to customers during a challenging full refit and upgrade at the store.

In charge of the Books and Entertainment departments in flagship WHSmith store. Responsible for ensuring exceptional levels of customer service, implementing and maintaining visual merchandising and display standards; motivating 15 full and part time staff to hit department financial targets. Duties also included daily store reviews, staff rotas, holiday planning and staff performance management and appraisals.

Responsible for the busy stationery department, supervising and rota-ing 12 full and part time staff. Accountable for implementing store display and service standards across the department. Duties included daily department reviews, managing and motivating staff stationery planning, communicating daily and weekly store sales and financial targets and ensuring the team achieved these.

Learned the retail trade from the bottom up, taking on interim supervisory responsibility in various departments. I was used as a floater and covered every department including front of store and back office during this time. Involvement in news delivery and returns, replenishment and merchandising of stock, ensuring customer service standards were adhered to on the shop floor; cash handling and till audits.