Ecommerce Product Manager

• May 2022 - Present

I lead the ongoing evolution of the V&A's ecommerce platform (powered by Salesforce Commerce Cloud), a key source of income from tickets, membersips, merchandise and donations. I manage the ecommerce roadmap, ensuring that the platform is ready to meet and exceed our business objectives, aligning with integrated technical projects and staying current on the objectives of business stakeholders. I manage the ecommerce backlog, turning business requirements into feasible and lean technical solutions, prioritizing works and planning future sprints. I manage the sprint cycle, defining requirements, coordinating the project team and testing, and managing the releases. I communicate the sprint cycle to the business stakeholders and manage the transition from sprint/project to business as usual. I optimize the platform and its third party services according to the needs of business stakeholders, researching available functionality, testing and implementing new features and agreeing business rules and processes. I maintain strong channels of communication - with our external partner supplier (both project planning and technical definition), and with internal stakeholders, managing risks and challenges that arise, communicating these and any resulting changes to timelines and scopes. Show less

Systems Manager

• Jul 2019 - Apr 2022

Responsible for three of Southbank Centre's business critical digital systems, working to ensure they continue to meet organisational needs. Maximising the business benefits of each through regular liaison with their principal users, implementing changes to processes, optimising existing or employing new functionality, and ensuring high quality data is maintained. Providing training to new recruits and support services to all users. PMed the development of Southbank Centre's new online ticket sales platform, launched in March 2020 using Agile Methodology. Managed the ongoing development work of the ecommerce platform to enhance the customer experience and encourage new segments to book online. Show less

Assistant Ticketing Manager, then Interim Ticketing Manager

• Aug 2018 - Jun 2019

In this role I led the implementation and operations of a new in-house customer contact and phone sales centre. I recruited and line managed a small but mighty team of sales and service agents, who increased revenue through ticket sales and donations over the phone year-on-year. I collected and assessed data regularly and acted upon it to improve customer experience and reduce the volume of non-transactional calls. I reported back to the directorship during the first months on successes, learnings and next steps.I contributed to a digital ticketing scoping project in this role. I helped identify the potential business benefits of introducing digital ticketing. I met with a variety of SaaS providers, evaluating their offerings for the Digital Customer Experience working group. I led the operations of a one-off digital ticketing trial, and contributed to the post-trial evaluation to inform next steps. Show less

Ticketing Assistant

• Apr 2017 - Jul 2018

I was responsible for providing high quality ticketing services to the organisation, working with internal programming and producing teams and external promoters, to maximise ticket sales across the entire programme of ticketed events. This involved setting up shows on the ticketing CRM, coordinating smooth running onsales and facilitating marketing campaigns on Roundhouse productions and external promotions.

Artist Liaison at British Summer Time

• Jul 2016 - Jul 2018

Ticketing Manager

• Nov 2016 - Jan 2017

Managed the ticketing operations on site at Winter Wonderland. Managed the ticketing operations on site at Winter Wonderland.

Arts Coordinator

• Jul 2007 - Jul 2016

On-site coordination of art installations, therapist stalls, street theatre performances and workshops pre-, during and post- festival. On-site coordination of art installations, therapist stalls, street theatre performances and workshops pre-, during and post- festival.

Agent Assistant

• Mar 2014 - Feb 2016

Ice Rink Duty Manager

• Oct 2013 - Feb 2014

Country Manager

• Jan 2011 - Jul 2011

An internship in emarketing and monetizing websites; managed content and SEO of an affiliate website. An internship in emarketing and monetizing websites; managed content and SEO of an affiliate website.

Production Assistant

• Jun 2008 - Jun 2010

On-site assistant for production and artist liaison in 2008, 2009 and 2010. On-site assistant for production and artist liaison in 2008, 2009 and 2010.