Programme Delivery Manager

• Jan 2021 - Present

Project Manager

• Feb 2018 - Jan 2021

Managing Editor

• Feb 2018 - Present

Digital Content Product Manager

• Jan 2014 - Feb 2018

Responsibilities include:• Managing content and product development for Barbour Product Search, developing new content initiatives to increase engagement & traffic.• Managing an editorial team to ensure timely publication and optimisation of content.• Project managing site improvements, product development and site redesign, working closely with web developer, marketing and design agencies & internal stakeholders.• Managing the editorial schedule and communications across e-newsletters, blog, social media channels and other relevant digital platforms to increase site engagement and drive community conversation.• Working with the marketing team to deliver email marketing campaigns & communications, as well as creating marketing collateral.• Working with the sales teams, sharing product knowledge and insight.• Producing reports to demonstrate engagement across key channels, meeting business objectives and KPIs.• Analysing data to provide audience insight to increase engagement and SEO, and shape the content and product strategy.• Customer and audience insight• Recruitment

Interim Editor

• Jul 2013 - Jan 2014

See above...

Editorial Account Manager

• Mar 2011 - Jul 2013

Barbour Product Search ensures specifiers can easily search for and find building products and manufacturers.Responsibilities include:• Managing client accounts and creating online profiles for companies – editing content and uploading onto the CMS.• Using social media platforms to raise brand awareness of clients and company, as well as keeping up to date with industry trends and building relationships.• Supporting the marketing team by creating testimonial press releases and assisting with email campaigns and other ad-hoc marketing copy• Creating copy for a monthly printed industry magazine and weekly e-newsletters• Managing the blog, http://www.barbourproductsearch.info/blog/, including sourcing guest posts and researching and creating blog articles• Presenting to clients in meetings, converting into sales and supporting the sales team to convert their opportunities

Team Coach

• Nov 2009 - Mar 2011

In addition to my Retail Customer Adviser role:• Training new employees to be proficient with departmental processes, ensuring they feel confident• Coaching advisers and creating a coaching plan to help support advisers to achieve their own KPIs• Completing adviser quality checks and identifying where extra support is needed, and following up on any actions• Proofreading new employee work to ensure it's written in the M&S tone and style • Writing comprehensive training and coaching documents to support the wider department• Being a 'point of contact' for new employees into the department

Retail Customer Services Adviser

• Aug 2008 - Mar 2011

• Answering calls from customers, responding to letters and emails• Providing a first time resolution for customer queries and complaints• Dealing with specialist complex issues, often of a sensitive nature• Responding to and resolving escalated issues on behalf of the Executive Office and departmental managers• Running weekly reports and presenting to managers in monthly meetings; completing any actions to improve departmental processes• Communicating with employees from all areas of the business• Working to targets to hit all SLAs and KPIs• Being a 'point of contact' for new employees into the department• Presenting department overviews to visitors and assisting with Work Experience placements