Head Of Operations

• Aug 2021 - Present

Head of Continuous Improvement

• Feb 2020 - Dec 2021

In this role, my key responsibilities are to bring about sustainable, measurable change to our working practices to drive improved efficiency and engagement across the entire business. I manage a small team, working with individuals and teams across the business to support, facilitate and improve delivery of all work streams by identifying opportunities to improve efficiency, profitability, ways of working, training and engagement. I troubleshoot potential blockers, anticipate problems and… Show more In this role, my key responsibilities are to bring about sustainable, measurable change to our working practices to drive improved efficiency and engagement across the entire business. I manage a small team, working with individuals and teams across the business to support, facilitate and improve delivery of all work streams by identifying opportunities to improve efficiency, profitability, ways of working, training and engagement. I troubleshoot potential blockers, anticipate problems and implement solutions to minimize impact on the business. I am responsible for driving change that is long-lasting, encouraging all employees to engage with new initiatives. Key responsibilities: • Developing KPIs to ensure improvements are measurable over time, aiming to drive profitable growth • Developing strategies for internal improvements, identifying and preparing for their challenges and project managing their implementation • Negotiating and influencing at director level, to ensure engagement with improvement initiatives and projects • Creation and delivery of new process training materials • Building relationships with key internal stakeholders to champion new approaches and ensure solutions are fit for purpose across multiple service areas • Senior representative on the ‘People and Operations Board’, contributing to projects around employee engagement, company culture and internal policy.

Data Integration and Solutions Manager

• Jun 2019 - Feb 2020

In this role, it was my responsibility to deliver strategic solutions to improve Summit’s service to its clients through the implementation of modern technology systems. This primarily involved leading and reshaping the focus of a skilled technical team, moving away from reactive troubleshooting, to proactively researching, developing, and rolling out automation processes across the business. Alongside this, I continued to support UX projects, internal and external training development and… Show more In this role, it was my responsibility to deliver strategic solutions to improve Summit’s service to its clients through the implementation of modern technology systems. This primarily involved leading and reshaping the focus of a skilled technical team, moving away from reactive troubleshooting, to proactively researching, developing, and rolling out automation processes across the business. Alongside this, I continued to support UX projects, internal and external training development and delivery, as well as sitting on a range of project boards and teams internally focussed on the development and uptake of marketing technology. Key responsibilities: - Leading the team; strategy and operations. - Overseeing projects delivered by the team, including promoting intelligent dashboard use and uptake of Google Ad Scripts. - Actively working on dashboarding projects for external automotive clients. - Continued support on UX projects

UX Analyst

• Feb 2019 - May 2019

This secondment provided me with the opportunity to work on the interface redesign of one of our in-house pieces of tech, ‘Forecaster’. There were many challenges with this project, but the overarching one was making our advanced piece of marketing technology software easy to use and understand, while accurately representing its industry-leading, complex features. I collaborated with designers, developers, data scientists and PPC managers, and acted as the central point of knowledge on how best… Show more This secondment provided me with the opportunity to work on the interface redesign of one of our in-house pieces of tech, ‘Forecaster’. There were many challenges with this project, but the overarching one was making our advanced piece of marketing technology software easy to use and understand, while accurately representing its industry-leading, complex features. I collaborated with designers, developers, data scientists and PPC managers, and acted as the central point of knowledge on how best to meet all stakeholders needs. Key responsibilities: - Holding focus groups and user testing sessions with existing users to identify priority fixes. - Analysing user data in Analytics and Hotjar to verify verbal opinion - Working with designers to wireframe interfaces using Adobe XD. (Absolutely not professing to being a designer here, but can work within brand guidelines and with a design team to create detailed and functional wireframes) - Working with data scientists to ensure interfaces accurately represented the process of the tool. - Working collaboratively with developers to negate functionality restrictions - Presenting proposed design and functionality to senior stakeholders. - Working with the agile scrum master to project manage outstanding tasks.

Data Integration & Solutions Analyst

• Jul 2017 - Feb 2019

I moved to Summit to get back into the detail of analytics reporting and experience the challenges of a large agency and higher profile clients. Key responsibilities: - Client reporting development and training internally, predominantly using advanced excel formulae and data from Google and Adobe Analytics - Developing our training proposition both internally and externally for clients. - Trouble-shooting reporting problems

Digital Manager

• Nov 2016 - Jul 2017

Following the growth of the digital team, my responsibilities within the agency changed to accommodate the changing needs of the team and our clients. I managed the digital work-stream and staff, delivered training both internally and externally and was heavily involved in the recruitment and selection process. Duties: • Managing staff and their workloads, holding one-to-ones and conducting employee reviews • Writing digital tenders and bids for contracts • Developing new… Show more Following the growth of the digital team, my responsibilities within the agency changed to accommodate the changing needs of the team and our clients. I managed the digital work-stream and staff, delivered training both internally and externally and was heavily involved in the recruitment and selection process. Duties: • Managing staff and their workloads, holding one-to-ones and conducting employee reviews • Writing digital tenders and bids for contracts • Developing new digital processes to increase efficiencies and maximise profitability • Working with clients to deliver more complex online services including dynamic remarketing, and • All responsibilities and duties from the previous specialist role.

Digital Marketing Specialist

• Aug 2015 - Nov 2016

This was a new, largely undefined role at an agency where the digital offer was simple sponsored posts on Facebook. I developed the agency’s digital offer: introducing strategy-led campaigns across a broad range of products; offering mid and post-campaign analyses; and achieving the Badged Google Partner status. Following its success, demand for our digital service led to recruitment for a team of execs to manage client work. Duties: • Working from a brief to plan digital marketing… Show more This was a new, largely undefined role at an agency where the digital offer was simple sponsored posts on Facebook. I developed the agency’s digital offer: introducing strategy-led campaigns across a broad range of products; offering mid and post-campaign analyses; and achieving the Badged Google Partner status. Following its success, demand for our digital service led to recruitment for a team of execs to manage client work. Duties: • Working from a brief to plan digital marketing campaigns, utilising all major paid advertising channels. • Monitoring and optimising campaigns to achieve client goals • Completing in-depth post-campaign analyses for clients, identifying lessons learned and using these to influence future campaigns • Attending sales pitches and presenting campaign proposals to clients

Website Officer

• Aug 2014 - Aug 2015

At the council, the projects I was involved in centred on the council’s transformation project, which aimed to make savings across the organisation. Digital take-up played a crucial role in this strategy, with a focus on encouraging residents to transact with us online, through effective and interactive web content and a strong social media presence. Duties: • Leading in the creation of social media campaigns to promote services within the organisation, and growing engagement across… Show more At the council, the projects I was involved in centred on the council’s transformation project, which aimed to make savings across the organisation. Digital take-up played a crucial role in this strategy, with a focus on encouraging residents to transact with us online, through effective and interactive web content and a strong social media presence. Duties: • Leading in the creation of social media campaigns to promote services within the organisation, and growing engagement across multiple channels • Developing analysis tools and reports to measure online performance and digital take-up, predominantly using Google Analytics • Creating engaging, concise and understandable content for the corporate website, optimising it for SEO and internal search • Identifying online services where improvements to usability and accessibility can be made • Delivering training and providing on-going technical support to internal customers across the organisation

Customer Strategy and Digital Services

• Aug 2013 - Jul 2014

Sales Assistant and Team Coach

• Jul 2011 - Aug 2013