Product Development Manager

• Oct 2021 - Present

Product Development Manager

• Mar 2020 - Oct 2021

Creativity, innovation and commercial impact are at the forefront of the role. Redeveloping the existing training portfolio, programme managing projects from conception to delivery and driving change within the business, including moving the organisation towards an Agile way of working. As part of this endeavour, working on creating an online/blending learning environment. - Performed an organisation wide review of products and analysed historical financial, customer and web data to streamline products and services. - Worked on delivering the 2021 product plan and strategy. - As a cross organisational team, delivered the first virtual REC2020 event within a short timeframe in the midst of the pandemic. - Working on developing the REC wellbeing hub by engaging with experts in the field. - Project managed a new training course on winning new business through Compliance with a rapid go-to-market strategy in order to capitalise on changes in the recruitment sector. - Delivered a number of internal products aimed at improving processes and procedures. - Proactively exploring new business opportunities and new product development ideas and concepts including competitive analysis to develop an understanding of market trends, identifying competitors, evaluating opportunities and analysing threats to the organisation helping adjust the go-to-market and positioning strategy of the organisation and its products. - Worked cross functionally (including with external partners) to produce a range of support tools and materials for our members and the wider industry. Show less

Key Account Coordinator

• Dec 2018 - Feb 2020

Managed day to day operations and activities for the TJX account. Responsibilities included relationship management, planning, stock and inventory management. Handled logistics operations at depots across Europe in order to meet customer’s needs in line with the agreed SLA. Produced timely reporting and provided continuous support across different areas of the business. Represented the company during period reviews with clients showcasing monthly performance and business progress. Incrementally developed existing in-house processes through continuous improvement and liaised with senior stakeholders in order to streamline operations. As part of this endeavour, created user documentation for European teams and continued to work with the Innovation team on optimising user experience by facilitating the implementation of a cross-organisational booking system. Show less

Product Owner

• Jan 2017 - Dec 2018

Project managed the delivery of new qualifications to the market using Agile methodologies: lead the initiation, development, pilot and launch phases; prepared documents incl. robust plans for delivery and budget; set up and agreed processes and assessment standards; reported progress to the CEO. Represented APMG at external meetings and events internationally, promoted products and participated in other marketing and promotion activities. Member of the Lean IT Association exam board. Organised meetings for the Change Management qualification as part of UKAS requirement. Administrated the Certified Cyber Professionals scheme, the UK Government’s approved standard of competency for cyber security professionals. Worked with sensitive data. Other responsibilities included: • Set up examination and assessor panels, involved relevant subject matter experts to maintain and develop qualifications • Managed performance of associated parties based on agreed standards and targets • Organised regular meetings, created agendas, took minutes and ensured all tasks were actioned • Managed certification schemes by building professional and collaborative relationships with key external and internal stakeholders. • Maintained and managed the overall quality of examination papers and supporting materials. • Tested, trialled and created procedures for new products and related systems based on product requirements • Ensured quality adherence by holding regular review meetings and reporting on various qualifications data. • Analysed and presented data to internal and external stakeholders • Resolved complaints and other issues in line with established processes and regulations • Implemented, reviewed and improved new and existing processes, incl. revising, negotiating and terminating commercial contracts • Provided project and product transparency through regular business communications • Maintained documents supporting product schemes, incl. negotiating with external publishers Show less

International Logistics Coordinator

• Aug 2016 - Dec 2016

• Order processing and control within the Sales Operations team for Europe, the Middle East and Africa (EMEA): liaised with warehouse, customers, and transport companies to secure order collections and ensure contractual obligations were met or exceeded. • Responsible for shipments to EMEA, which included generating export documents in accordance with the requirements of specific regions. • Analysed complex data using ERP systems and Excel (including pivot tables) in order to generate sales forecasts, optimise stock levels and drive change as defined by the business. Show less

Order Administrator II

• Jan 2014 - Jul 2016

Main responsibilities: • Management, monitoring and accurate processing of sales orders, Return Merchandise Authorisation (RMA) orders, claims and contracts in line with the agreed service level agreement (SLA) using multiple ERP systems (Oracle and Salesforce). • Worked closely with domestic and international partners and collaborated with internal and external teams to ensure orders were shipped on time. • Managed the day-to-day relationship with our external logistics service provider and responsible for quick problem resolution and accuracy of submitted invoices. Cross-functional projects (including global developments): • Driving member of the team to develop the reporting template and process for Zebra’s Independent Service Providers (ZISPs), which resulted in large financial savings for the company (commendation received from project leaders). • Created a work process for the Asia-Pacific ZISPs and helped with the development of the labour compensation table. • Authored and proof read globally used service description documents. • Provided comprehensive training and support to a new international team, and created documentation and guides (recognition received from the business development director and team managers). • Key member of the team to develop and deploy a credit card payment system for an eCommerce platform. Show less

Commercial Customer Service Administrator

• Sep 2013 - Feb 2014

• Efficient handling of customer queries, providing prompt responses regarding prices, collections and deliveries. • Dealing directly with customer complaints and ensuring timely solutions, including pro-actively contacting customers to confirm that they were satisfied with the quality of service provided • Updated client data and kept customers informed about the status of their shipments. • Efficient handling of customer queries, providing prompt responses regarding prices, collections and deliveries. • Dealing directly with customer complaints and ensuring timely solutions, including pro-actively contacting customers to confirm that they were satisfied with the quality of service provided • Updated client data and kept customers informed about the status of their shipments.