Professional IT manager with almost 20 years’ experience in the Internet field. Specialising in eCommerce I have held a range of jobs in this area including Account Management, Sales, Development and Consultancy. I actively use analytics to drive decision making and believe data to be the cornerstone of any successful eCommerce business. For the past 9 years, I have worked almost exclusively with UK Tier 1 eCommerce companies interacting with C level managers and have managed teams of people and developed new processes to help my clients achieve success in their online business.
1994-1998 BSc (Hons) Information Sciences. School of Computing & Mathematics, University of Teesside
1992-1994 4 A-Levels: Economics, History, Information Technology and General Studies, Brinsworth Comprehensive 6th Form College
1992 GCSE’s: 10 including Mathematics, English, Physics and Chemistry. Brinsworth Comprehensive School.
Skills and Competencies
Developing Online Strategies
Developing Customer Relationships
New Business Development
On Site Search and Analytics
SLI Systems March 2009 – Present
Director of Customer Success, EMEA
Reporting to the VP of Customer Success in San Jose, California, I head up the Customer Success Team for the EMEA region responsible for all activities to the UK installation base. This includes the management of a team of Customer Success Managers whose responsibility it is to
Ensure a smooth technical onboarding of new clients to SLI.
Provide initial training to clients on our merchandising console.
Provide ongoing support and maintenance for day to day issues.
Provide proactive outreach to installed base to ensure client satisfaction and identify opportunities for clients to use additional products of SLI.
Identify any at risk ARR and initiate appropriate save measures.
My role involves providing expert advice in all areas of search and merchandising throughout the entire sales cycle including pre-sales support as well as working closely with Sales and Account management to grow revenue streams from our existing client base. Since joining as the 5th person in the UK office in 2009 I have helped grow the region in the following ways
CSM team managing over £4,000,000 Annual Recurring Revenue.
Installed client base generating ~£500,000 of add on Annual Recurring Revenue per year.
Grown to over 20 employees in multiple disciplines many of which I have been involved with the recruitment of.
Helped manage the transition from a privately held company through IPO in 2013 to today and involved in implementing many new processes and procedures to help support sustainable continued growth.
Been part of a team that has identified and transitioned through 3 office moves.
Taken on the interim role of global head of Customer Success for 3 months in 2015 to aid the reorganisation of board members in overseas offices.
Tier 1 clients I have managed the onboarding and support of include: Next>, B&Q, Rymans, Harrods, French Connection, Clares Accessories, Robert Dyas, Boden, eBuyer, Iceland and WH Smith
PerfumeandAftershave.com June 2008 - March 2012
Co-Founder, E-Commerce Director
With a business parter I founded the website perfumeandaftershave.com, a retail website specalising in the import and sale of designer and hard to find frangrances. I was responsible for all aspects the the ecommmerce and technology side of the business includingPlatform build of e-commerce site initially on OS Commerce and then migrating to Magento
Setup of all merchant commercial activities including integration with payment processors, SSL certification and website infrastructure
Responsible for online marketing including email and adword campaigns, Social Media, SEO, Analytics and comparison shopping including Shopzilla, Google Shopping and Nextag
Expansion of websales to include selling on marketplace platforms eBay and Amazon and included in the first year of Amazon Merchant trading
Using expert advice on wholesale cosmetics the site's niche position in the market was sourcing hard to find or discontinued products in the UK from wholesale suppliers in United States and selling to the UK and European market.
Snow Valley Sep 2008 to Dec 2009
Head of Account Management
Reporting to the CEO and Operations Director I was promoted to the position of Head of Account Management and tasked with implementing formal procedures to enhance the value of the Account Management team to our customers as well as being responsible for ensuring that revenue targets for the full portfolio of accounts are met. The account management team currently provided over £1,400,000 of new business to the company during the year. I was responsible for all aspects of team management including recruitment and performance reviews. Whilst providing overall strategic direction to the team, I maintained a hands-on account management role working with all tier 1 clients at Snow Valley.
Snow Valley Jan 2008 to Sep 2008
Working closely with other Account Managers, Project Managers and Web Development teams at Snow Valley with responsibility for meeting revenue targets, implementing growth initiatives within individual accounts, and for ensuring that excellent service is delivered to the account by all members of the Snow Valley team. Remaining aware of trends within the E-Commerce sector was critical to the success of this role and this involved forming partnerships with other agencies and e-commerce providers from online marketeers to payment service providers to ensure the best possible solutions could be offered to the accounts. I was responsible for several high profile accounts including Majestic Wine, Hawkins Bazaar, MFI, Pets at Home and Clarks Shoes.
TRL Limited Oct 1998 to Dec 2007
Account / Product Manager
TRL Internet Lead Consultant (2004-2007)
Responsible for the day to day as well as strategic management of all of TRL’s corporate Websites. Includes design and build of bespoke websites including full e-commerce, secure server, file sharing and content management websites. Responsible for the day to day management of TRL’s dedicated Internet servers and ensuring that they are secure against any potential threat.
TRL Software Website Project Manager (2003-2007)
Project Manager for the TRL Software Bureau Website. I was involved in design, creation and set-up of the software bureau website as well as day-to-day management of the site. The Website includes E-commerce, Content management, administration areas and secure file sharing.
Carshare On-line Project/Account Manager (2003-2007)
Account Manager for the Internet based Carshare Online software. Responsible for Sales, Demonstrations, Marketing, Implementation and Strategic Development of the software as well as looking after key accounts many of which are blue chip organisations based throughout the UK.
London 2012 Transport Framework Manager (2007)
I was responsible for the bid strategy and identification of consortia to achieve preferred supplier status for TRL on the Olympic Delivery Authority Transportation Framework. Reporting to the TRL board tasks included promotion of key areas of expertise within the business and forming partnerships with other companies to add value to the tender.
Luanda (Angola) Transportation Software Project Manager (2006)
I project managed and provided expert review and assessment of transportation dispatch software to support the BP Tango Delta project in Angola. This project involved identifying suppliers of domestic and International solutions and assessing their functionality to meet challenging technical and environmental specifications.
National Roads Authority, Ireland. Software Product Manager (2005-2006)
Product Manager with responsibility for the design, specification, management and creation of a suite of software programmes and databases designed to calculate the total number of Kilometres travelled on roads through Ireland.
Hastings Safer Routes to School Project – Internet Chatrooms (2002)
Responsible for the management and development of Internet Chatrooms and websites to facilitate the discussion process of school children in the Hastings safer routes to school project. This project was awarded a commendation for innovation at the Prince Michael of Kent International Road Safety awards.
Key Researcher in Mobile Data Communications project (2002-2004)
I was involved in key research in TRL knowledge base development of mobile data communications. My responsibilities included identification of and analysis of data, analysis of test results and co-authoring of reports to support Government policy on Lorry and Road user charging.
ANI-Aurora Plc Jun 1998 to Oct 1998
Data Conversion Manager
I was responsible for all data checking, formatting, re-entry and management of company information during an installation of a new ERP System.
Directorate of Science(Land), Ministry of Defence Sep 1996 to Oct 1997
Responsible for work in numerous projects involving data analysis, software development and information security
Interests and Activities
I actively participate in a number of sports including Football and Cricket and play and active role for my local club Windsor.
I also enjoy Web Design, Reading, Travelling and enjoying family life.
Appropriate Personal and Professional References are available on request.