Experience

• 

  Tso

  Jul 1999 - Aug 2004

  Trade counter manager

  - Supervised a team of five staff and managed the day to day running of a Trade Counter with departmental sales in excess of £1 million pa- Responsible for the urgent one hour service of orders for the House of Commons and House of Lords.- Allocated staff duties, including provision of cover for holiday and sickness- Maintained Access database for all standing order customers- Handling queries with customers and liaised with colleagues to resolve any issues as they arose- General Admin - Filing customer's orders, reports , processed credit notes, checked and approved invoices from contractors.- Served customers on the counter. Show less

• 

  Dandy booksellers ltd

  Aug 2004 - May 2011

  Main Achievements:• Conceived the initial concept and design of company online shop in late 2005.• Grew traffic and increased sales year on year.• Upgraded new versions of ecommerce software and implemented complete rebuild and website re-launch in 2009• Improved search engine rankings to first page on Google for numerous search terms• Built second website for the business using affiliate marketing as a second revenue streamRoles/Duties:• Day to day product and site maintenance using Actinic e-commerce software• General Search Engine Optimisation• Copywriting and rewording product descriptions• Link building both internally and externally• Managing CPC campaigns using Google Adwords.• Monitoring website traffic with Google Analytics and AW Stats• Monitoring website performance with Google Webmaster Tools• Product Photography and editing• Creation of graphics and logos• Production of flyers to be sent out with orders.• Email Marketing of promotions using ‘Vertical Response’ and ‘MailChimp’ • Routine competitor analysis using various online tools and alerts• Compiling statistical reports for the Managing Director regarding online traffic, sales etc Show less Started as the main customer services contact for the company dealing with high profile clients such as the Bank of England and Government Departments but went on to become general office manager responsible for several ongoing projects as well as the day to day supervision of staff.Involved in completeing tenders for new business in both existing Library markets and in new Print On Demand markets.Part of the role also involved giving presentations to high profile companies such as Pricewaterhouse Coopers and the BBC and networking at Open Days and Book Fairs.ROLE/DUTIES:• Supervising a small team of customer services staff• Problem solving and dealing with queries as they arise• Maintaining relationships with customers via face to face meetings and regular telephone/email contact.• Providing regular sales statistics for the Managing Director• Managing staff training and producing internal procedures• Attending Book Fairs and supplier Open Days.• Liaising with Developer regarding improvements to our in-house bespoke system• Producing PowerPoint presentations and Workflow diagrams• Giving presentations to prospective clients• Covering for the Managing Director in her absence.MAIN ACHIEVEMENTS:• Updated working practices to reduce inefficiencies and reduce repetitive and unnecessary tasks.• Reduced wastage by instigating checks on invoicing to highlight any inaccuracies.• Represented the company at meetings in the UK and abroad Show less

  • Web Content Manager

    May 2006 - May 2011

  • Customer Services Manager

    Aug 2004 - May 2006
• 

  Trading depot uk ltd

  May 2011 - Jan 2018

  This role required innovative creativity, methodical problem solving and organised project management skills. This role showcases my abilities in various areas of the digital world and draws on ecommerce experience acquired from working at each level of website design, build and optimisation for over ten years.Responsibilities:- Ongoing development of the company's main Enterprise level website including development and testing of new functionality designed to optimise the site for user experience and SEO, drive growth and increase conversions.- Troubleshooting issues, monitoring web analytics and customer behaviour to improve the whole online user journey.- Supervising and mentoring a team of four website content editors and providing support for the Marketing Executive.- Managing relationships with different partners across SEO, Web Development, Payment Providers, Advertising Partners, Review Aggregators etc.- Project managing websites from wirframes/mock--ups to front-end development, setting up the server, DNS, nameservers and .htaccess redirects as required and using Magento, Wordpress, Dreamweaver and Sellerdeck (Actinic) website CMS systems to create and maintain the blogs and websites.Main AchievementsProject managed website migration to Magento Enterprise from legacy system to unlock significant improvements to the company for both customers as users of the site and to colleagues within the company. Back-End Efficiency Improvements:- Integrated mailing databases and sophisticated promotional options to assist the Marketing dept.- Developed built-in telephone orders system linked to website as well as integrated order updating, tracking, and RMA processes to assist Customer Services & Sales.- Managed the connection of the website with both Amazon and eBay sales channels.- Streamlined the process of preparing parcels for despatch by automating the production of courier labels that were previously keyed manually for the Warehouse Team. Show less Responsible for the online marketing of this fast growing internet company which sells DIY and Home Renovation materials on the internet including the formulating and creating of fresh, engaging content for the website, products, social media and email campaigns.- Testing and reviewing website content and imagery, proofreading, copy editing. - Processing monthly email marketing newsletter using Mailchimp. Managing the email database, sending out the email promotions and monitoring success.- Producing and supervising content for Trading Depot’s Blog, Twitter, Facebook, GooglePlus and Youtube channels.- Managing the Google Analytics and Webmaster tools, monitoring the performance of the website, generating reports and statistics concerning sales, margins, traffic, conversions etc- Working with suppliers to select products for promotions and staying up to date with new products.- Building and maintaining several other websites for the company and carrying out Search Engine Optimisation and website performance enhancements.Achievements in Role:- Redesign of all static pages on Trading Depot Website (Homepage, About Us, Contact Us etc)- Redesign of Trading Depot eBay Store & Facebook Page- Design and Build of ‘satellite’ websites with separate fully transactional ecommerce shops.- Integration and setting up of Trust Pilot service reviews - monitoring and responding to reviews.- Improved Website Page Load Speed by using batch processing in Photoshop and smush.it to efficiently optimise thousands images on our server and tools like http://www.webpagetest.org/ https://www.pingdom.com/ and http://yslow.org/ to identify and make improvements. Show less

  • Ecommerce Manager

    Jan 2015 - Jan 2018

  • Web Marketing Manager

    May 2011 - Jan 2015
• 

  Office outlet uk

  Jan 2018 - Jun 2019

  E-commerce trading manager

  Working within a dynamic and exciting E-commerce and Marketing Dept. with responsibility for creating, implementing and driving forward online trading strategy.Joining Office Outlet when the company only had a non-transactional website my job was initially to hit the ground running and get an Enterprise level E-commerce website live and transactional in record quick time.Responsibilities during initial build phase• Head up collection and administration of product data and process the thousands of records needed to get products live on the site.• Manage the team processing the data, converting the product information into HTML, sourcing, resizing and optimising thousands of images.• Co-ordinate feedback from all stakeholders (internal departments: IT, Operations, Buying etc and Developers and third parties such as copywriters, review aggregator, payment processors.)• Sign off wireframes and development prototypes for front-end and email templates as well as copy-written content etc• Managed an ‘on-the-fly’ Agile UAT process whereby incremental fixes/improvements were actioned immediately as issues and bugs were identified.Full website build, UAT and deployment was achieved in only 3 months. (instead of the usual 6 – 8 months minimum for a project of this size)Further Development• Undertook substantial conversion optimisation with particular focus on Mobile use and saw a consistent increase in conversion rate month on month. • Other technical additions included; Click & Collect, Click & Reserve, Ex-VAT pricing for Business Customers, Integrated Trustpilot reviews and product reviewsRegular ResponsibilitiesAlongside the continued development of the site I am responsible for product content, user journey and the merchandising of the site inline with the promotional calendar.Managed three direct reports: Online Merchandiser, Content Administrator and Senior Web/Graphic Designer and worked closely with the Aquisitions Manager and Retentions Manager. Show less

• 

  Medscope ltd

  Jun 2019 - Jun 2022

  Ecommerce business manager

  Running the eCommerce business Medscope Ltd supplying both specialist medical equipment B2B to NHS and private healthcare as well as B2C directly for more general use products.I am responsible for the digital marketing, merchandising, conversion rate optimization, SEO and development of our Magento 2 eCommerce platform but the role is more all-encompassing than traditional eCommerce management in that as well as the website I am responsible for many more aspects of the daily running of the company such as overseeing the procurement process, selecting new products and establishing and maintaining supplier relationships and supervising Customer Services and Sales.Working through COVID-19 has been a major challenge with many of our existing suppliers out of stock and overwhelmed with demand for their products for long periods, however through some strategic partnerships forged at the beginning of 2020 I am proud to have been able to support customers at home or work with products aimed at keeping them safe, as well as organise the supply of millions of pounds of desperately needed PPE into the NHS and private healthcare across the UK. Show less

• 

  Cater for you ltd

  May 2022 - now

  General manager - ecommerce business

  Responsible for all day to day operations at Cater For You Ltd, a successful and busy food packaging wholesaler in High Wycombe. We are an e-commerce and warehouse operation delivering top quality products across the whole of the UK. I am responsible for every aspect of the site operation, managing the company’s personnel and financial resources in a cost conscious and revenue focused manner to improve the company’s commercial performance.The role is extremely varied and requires a large amount of proactive and creative thinking to solve issues and create solutions that work for our customers and the business.Overall responsibility for;Personnel: Leading and motivating the team of 14 full time employees. Setting and monitoring of team and individual KPIs. Recruitment and HR.Premises: Health and safety compliance, working conditions, maintenance of facilities equipment and IT infrastructure.Digital: UX, Function and development of e-commerce website and all online activities and digital marketing.Warehouse and logistics:Ensuring the smooth and safe running of a busy warehouse environment and maintaining close relationships with logistics partners to ensure orders arrive in line with customer requirements and expectations.Customer Service:Putting customers front and centre of our thinking. Looking at any and all ways to improve the customer journey both on and offline, increase customer satisfaction and maximise customer loyalty and retention.Business development:Developing and managing processes and building excellent relationships with our suppliers and liaising with external contractors and vendors.Carrying out competitor analysis and staying on top of industry developments. Range planning and new product research with particular attention to recycled, recyclable and environmentally friendly products where available. Exploring new markets and new supplier opportunities. Show less