Growth Product Lead

• Jan 2023 - Present

Product Lead: Customer facing

• May 2021 - Dec 2022

My team is responsible for the customer-facing product portfolio across all supported platforms which include APPS (iOS, Android + HMS), web (mobile + desktop), and the internal company direct messaging platform (email, push + SMS notifications). We define the why, what, and when of new features and enhancements, translate the requirements into solutions, and work with engineering + design teams to deliver the product to our customers. When available to customers, we track the effectiveness of a feature to measure its impact and identify additional improvements.I am responsible to define the strategy for my team's portfolio. My responsibilities include keeping a long view of a prioritised rolling 12-month roadmap (updated each quarter), implementing an initiative workshop process, capacity planning and sizing, updating the delivery tracker and keeping track of the post-launch impact metrics.

Product Manager: Growth & Retention

• Mar 2018 - Dec 2022

• Automation is key: focused on growing & optimising free traffic channels (SEO & CRM) • Improving the performance of paid channels from a product perspective, by building and improving feeds & audience targeting• Ensure platform parity for features rolled out across platforms (PWA, Android and iOS APPs)• Consult and coach marketing team on CRM and SEO best practices• Build a centralised communications app which sends messages to customers, at the optimal time, using the optimal channel (Push, email, in-app, SMS etc) the user will most likely interact with in order to reduce the number of messages sent and increase overall performance.• Create, document and continuously improve the centralised database (single customer view) in-line with business requirements to centralise user data• Develop the vision and manage an innovative world-class roadmap of features throughout the product life cycle, from product inception through user requirements analysis, design, technical specifications, product development, internal and user testing, documentation, training, and commercial release.• Apply knowledge of omni-platform growth and retention strategies, develop relevant initiatives, and manage execution through to delivery.• Effectively manage both internal and external partnerships on projects from concept-to-delivery to ensure that products and roadmap priorities get to market per specifications and on schedule.• Develop, track and present routine and ad-hoc product performance updates, with the goal of improving Return on Ad Spend, Customers and First-time Buyers; lead the forecasting and planning process for the product roadmap.• Coordinate product development and delivery across multiple departments to include but not limited to software engineering, marketing, performance, customer services, and user experience design.• Develop communication plans and build a strategy to engage customers with product conception through to development.

Customer Relationship Management Manager

• Oct 2017 - Feb 2018

• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.• Brief Data science in building a centralised CRM database, ensuring it captures all required information at key points in the customer lifecycle (90+ aggregated data fields) & documenting capabilities for use across departments.• Customer Journey Mapping & analysing optimal touch points & triggers. • Working closely with all departments to ensure the CRM works effectively for all aspects of the company. • Monitor and optimise customer lifetime value strategies to maximise profitability.• Ensuring the database is segmented effectively for targeted marketing activities.• Developing testing strategies for all aspects of CRM to ensure the most effective approach for the company and its products.• Build analytics and metrics to report on the success & impact of each initiative.• Build, track and implement cross-channel CRM initiatives which include email, SMS, onsite, in-app & push channels

Customer Lifecycle Product Manager for Middle East and Africa

• Jan 2017 - Sep 2017

Continuously mentoring and coaching local markets on performance optimisations and bulding of dashboards to help deliver meaningful and actionable insights.Launched customer centralisation product projects within the SSA and MEA markets of OLX – this involved contributing to the development and improvement of a centralised customer communications product, planning timelines of launch, organising training, implementation and integration thereof to the local product teams.

Customer Product Manager for Sub-Saharan Africa

• May 2015 - Dec 2016

Defining the implementation and management of complex, multi-channel retention campaigns, including but not limited to:o Develop segmentation models based on campaign targets and liaise withanalytics for fulfillment to Manage and build various email lists and campaigns, including the designtemplates, calls-to-action and content. These include: - Local design of e-mails, push and onsite changes - Local wording of e-mails, push, sms and onsite changes - AB testing of e-mails, sms, push and onsite changes - Operating the e-mail, push and in-house toolo Analyze and interpret what behaviors and patterns make OLX customers successfuland drive retentiono Identify ideas and opportunities to support, and ultimately retain the OLXcustomer baseo Work closely with the product team in order to ensure that strategies aligno Manage key conversion points in the campaign lifecycle including landingpages, website calls-to-action and lead-generating formso Show confidence and ability to identify, propose and develop changes identifiedas necessary to optimize performance and resultso Manage local copy writers and designers in the region and collect contento Day-to-day management of deliverables, completing work on time and acting asa point-of-contact for campaign activity in the Sub Saharan African region

CRM, Display & Affiliate manager at Zando

• Mar 2012 - Dec 2016

Display Channel: Media planning Conduct research on strategies and options of websites to be utilised Oversees and co-ordinates tracking strategy, implementation & maintenance of the Display channel as a paid media marketing tool Delivers meaningful, insightful reporting on progress through analysing information pulled off of ad serving tool Briefs planning and design department & provide feedback Performs performance management on campaign, placement, ad & creative level Affiliate Channel: Manage partner relationships by being in regular contact with them & recruit on an ongoing basis Oversees and co-ordinates the implementation & maintenance of Affiliates as a paid media marketing tool Delivers insightful reporting on progress through analysing information pulled off of tracking system Validate sales recorded by Affiliate tracking system on a monthly basis - and intervene with recommendations and interventions where necessary CRM: Oversees CRM (Customer Relationship Management) as a paid media marketing tool through setting up newsletters Perform Quality checking as last point of contact Manage the setup and sending of the newsletters in line with the timelines decided on (depending on the type of newsletter) Proactively drive CRM customization by working closely together with the BI team as well as the Business Development and Strategy Manager and ensure an optimal utilization of the CRM database Set up and maintain a CRM reporting system to optimize Open, Click through and conversion rate and ensure that results are transparent and visible for all involved parties Optimize management of CRM channel by delegating administrative functions to the assistants Manage Research / Best practice for Channels: Research & be informed of industry best practice Implement feasible technologies and/or best practice options

Display, Affiliate, Onsite coordinater

• May 2013 - Sep 2013

Delivers meaningful, insightful reporting & feedback on progress (Onsite report weekly, Display report, Affiliate report & CRM report analysis)Oversees tracking strategy, implementation & maintenance of all utilized paid media marketing toolsBriefs planning department (Follows approvals & project management process, Makes use of all appropriate supportive tools: Briefs/ planning documents, All creatives & briefs are QC'd, Outcomes are meaningful, Deadlines are met)Manages the channel budget/forecasting & all associated contractsPerforms regular performance auditsContributes to and performs Strategic Initiatives

Online display marketing

• Mar 2012 - Apr 2013

Channel management: Manages all partner relationships & negotiates Insertation Order'sSets up all campaigns within ad servers / tools according to set guidelinesManages a relevant campaign structure that is cohesiveBriefs creative & oversees content creationEnsures optimization techniques / performance audits are carried out on a regular basisResearch & implement industry best practice & drive innovation, track the competitive landscape & identify opportunities to "get ahead"Actively manages the performance of the Display channelResponsible for budget control & planningPerforms quality control & ReportingSupport Online Marketing manager & escalate bottlenecks as necessary