Laura O'Carroll
Digital+ Manager at Glanbia- Claim this Profile
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Bio
Credentials
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Enterprise Design Thinking Practitioner
IBMApr, 2021- Nov, 2024
Experience
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Glanbia
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Ireland
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Food and Beverage Services
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700 & Above Employee
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Digital+ Manager
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Sep 2017 - Present
The Digital+ team act as a full service internal agency that sit at the centre of Glanbia. Our team is made up of Digital Strategists, Digital Marketers, Social Media Experts, Creatives, Videographers, UX Experts, and Web Developers, who work together to support Glanbia's global brand portfolio. The Digital+ team act as a full service internal agency that sit at the centre of Glanbia. Our team is made up of Digital Strategists, Digital Marketers, Social Media Experts, Creatives, Videographers, UX Experts, and Web Developers, who work together to support Glanbia's global brand portfolio.
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Danone
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France
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Food and Beverage Manufacturing
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700 & Above Employee
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Digital Manager
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Jun 2015 - Present
Key Responsibilities & Duties• Responsible for digital strategy for the entire portfolio • Responsible for digital transformation within the Marketing team - supporting the Brand teams in delivering digital success through mentoring and ensuring they have the agencies, platforms, tools and processes to succeed• Responsible for content strategy covering the full consumer journey across the portfolio, including identifying influencers and bloggers• Responsible for websites – UX, New developments etc• Managing, empowering and developing a team of two direct reports• Managing relationships with Digital, Media and Data agencies• Digital lead on all projects – managing several digital campaigns simultaneously • Key point of contact for global digital team – sharing successes & learnings and gathering learnings from global team and rolling out global systems locally• Identifying key opportunities the ever changing digital world offers for our business and how they can be harnessed to grow our brands.• Created online brand Toddlebox.ie• Brand planning – ensuring digital is at the heart of brand plans across the entire product portfolio• Educating key stakeholders on the importance of digital channels/future digital trends for the business, challenging thinking and changing mind set within the organisation• Responsible for continued optimisation of media performance to increase efficiencies and effectiveness• SEO & PPC management for entire portfolio• Experience with PR, TV, events, radio and print• Budget managementCRM• Manage acquisition strategy for the three CRM brands Aptaclub, C&Gbabyclub & First1000days• Created CRM brand C&Gbabyclub • Manage ECRM, content & coupon strategy to maximise ROI on consumer lifetime journey value• Delivering and implementing a data strategy
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Digital Connections Manager
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Jan 2009 - May 2015
Key Responsibilities & Duties• Ownership of brand management in the online environment • Created and managed in-house content creation team and developed content distribution strategy with key strategic partners • Launched social media and developed strategy – Facebook/YouTube/Twitter• Responsible for UX, New web developments etc• Experience in creating and managing a variety of different digital campaigns • Working collaboratively with trade marketing to leverage relationships with key retailers • Developed relevant consumer insight driven apps• Innovating, horizon scanning for the next strategic opportunity, challenging thinking and changing mindset within the organisation• Managing relationships with various digital agencies • Managing, empowering and developing a team of two direct reports• Digital lead on steering committees formulating strategy for new initiatives, product launches etc• Managing SEO & PPC• Budget managementCRM• Created and implemented successful strategy for the acquisition, maintenance and retention of customers in order to drive engagement and value from consumer relationship • Created CRM brands – Aptaclub & First1000days • Developed and maintained ECRM strategy in order to achieve loyalty and influence consumer behavior• Identify strategic partners to help increase reach of our target market
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CRM Assistant Brand Manager
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Feb 2008 - Dec 2009
Key Responsibilities & Duties• Responsible for organising and managing the Careline team within an integrated CRM Programme • Responsible for Orienting the business around the customer, bringing them to life for the marketing team • Ensured the department is run effectively and efficiently as part of a larger CRM programme• Developed and maintained standards of excellence in the Careline department• Acquisition and retention of consumers• Responsible for website and content updates • Manage updates to direct mail • Developed consumer insights reports for marketing team• Ensured that KPIs are set and monitored• Accessed training needs and conducted refresher training/new product training• Recruitment of team members when necessary• Responsible for supporting and empowering the team • Responsible for appraisal of team and evaluation and review of team objectives regularly
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CRM Project Manager
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Jan 2008 - Jul 2008
Key Responsibilities & Duties• Project lead with technical partner and marketing agency to build bespoke CRM system • Managed the integration of CRM system with Websites• Responsible for assessing risks, Project Definition, plan, timelines and budget• Managed relationships with multiple agencies and insuring that time lines were adhered to• Co-ordinated and monitored the flow of changes and costs in relation to the Project• Managed the UAT for the full integration• Full training for Team Leader and Customer Service team • Developed comprehensive user manual for CRM System• Developed new processes and procedures for Customer Service team
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Customer Service Performance Manager
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Mar 2004 - 2007
Played a key role in the design and integration of bespoke CRM system with ecommerce• Wrote training manuals and new Business Process’s• Launched CRM system to new staff at Outsourced Customer Care Call Centres• Ensured Team Leaders motivated and supported their Teams • Lead Team Briefings and Weekly Team Meetings• Root cause analysis and reporting on call drivers• Conducted Quality Evaluations• Ensured all SLA’s were adhered to• Reporting on call centre progress• Liaising with Marketing, Sales, Order Operations and IT to constantly improve customer experience & communications (websites and direct mail)• Accessed training needs and conducted refresher training
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Customer Service Agent
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Mar 2004 - Mar 2006
Promoted to Team Leader Sept 06• Sales administration/support• Dealing with Customer enquiries by telephone and email• Keeping an up to date record of Customer Contact• General Admin Duties
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical support
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2002 - 2003
• Taking phone calls - problem solving• Dealing with orders• Putting calls through to correct departments• Excellent telephone manner and ability to take large volumes of calls• Ability to deal with irate costumers• Excellent IT skills • Taking phone calls - problem solving• Dealing with orders• Putting calls through to correct departments• Excellent telephone manner and ability to take large volumes of calls• Ability to deal with irate costumers• Excellent IT skills
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