Here you’ll find a small selection of my work; explore my projects to learn more about what I do.
Helping eBay Sellers Grow Internationally
Working with eBay EU leadership to understand how eBay's top 40,000 EU business sellers could perform better internationally on the platform. This long term project started by identifying retailers who were currently doing well, understanding their processes and problems and how it could be improved and replicated for eBay business sellers. eBay brought me in initially to set up and manage the program deliverables, working with multiple business teams and third parties to develop and implement the requirements.
I was then asked to manage the operations, prioritising and coordinating multiple teams to onboard more than 12,000 retailers to the program in the first year. Following the first successful year I went on to manage the partners we worked with to run the operations, including the technology provider and the UK and DE call centres of 20 agents each outreaching to eBay sellers. Understanding the sales metrics, improving call handling to ensure the highest possible onboarding numbers, and evolving the proposition and program for retailers to ensure the highest GMV and seller satisfaction numbers. To date, more than 70,000 sellers world-wide have been on this program. I continue to manage the eBay relationship and program for the technology supplier.
Working with PayPal to grow US Sellers in Europe
On the heals of the eBay program I identified an opportunity for the technology supplier and PayPal to work together to help PayPal's retail customer base to grow internationally. After developing the proposition and I engaged PayPal leadership with the potential of the opportunity and the good fit for PayPal and together we launched the PayPal Global Sellers program onboarding 2000 retailers from the US and China in the first year.
Rolling out the latest Club Card software to Major Retailers
Dunnhumby are a leading company for customer insights, developing the first customer loyalty card, program and insights technology for Tesco. They grew by offering this and other retail, buyer insights technology to global brands.
There were two major elements to this project for me. The first was project managing and working with the development, test and release teams in the US, UK and India to build the latest version of their software. The second was working with their customers to customise the technology and then accept the latest version of the software. Failure of the rollout would mean major operational difficulties for the retailers and many were hesitant. By the end of my tenure with Dunnhumby all customers had accepted and received the latest major updates with no issues.
Internationalise 5 Brands - Topshop, Topman, Evans, Miss Selfridges & Burton
When I was engaged by Arcadia Group it was at the height of their UK business and the desire was to take their ecommerce offering into Europe and the USA. My role was primarily to select and manage the translation agency, the development of the platform by the in house team, the budget and the readiness of the 5 brands to deliver the materials and marketing for the new markets.
A complicated and challenging program given the technicalities that needed solving, the short timescales and quantity of stakeholders but delivered within budget, on time and to the customers satisfaction.
Troubleshoot and get an Ecommerce Platform up for Peak Trading
I was asked by the high-end cosmetics company Molton Brown to help on the breakdown of the relationship with the third party solution provider who was developing their first ecommerce platform. It was clear early on, in September, they would never be ready for the critical Christmas period so I engaged some of my network to build a temporary solution to cover peak and to stay live until the launch of the new, warehouse integrated platform.
After some months of with both parties we agreed a way forward and I continued with them to deliver the new platform, warehouse integration and training for the teams.
Launch New, International Websphere Commerce solution
One of a number of Websphere Commerce developments I have overseen Regatta's brands, Regatta, Craghoppers and Dare2Be, were released initially in the UK, Ireland, France and Germany. I worked closely with Regatta's leadership to bring their project back under control through developing a deep understanding of the position of development and what was necessary vs good to have for Regatta. I simplified the initial development, managed the the development and Regatta on behalf of the integrator I had been engaged by.
