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Program Manager

Work Experience

A senior online Programme Manager with a broad Pan European experience and track record of launching online services and products covering B2C, B2B Portals, Content Management, Search Engines, Ecommerce, Mobile Voice, CRM/loyalty, Business & Marketing Intelligence. Clients have included Sony, Canon, Vodafone and Nissan.

PROGRAMME MANAGER (contract rolling)
SONY STYLE STORE, Brussels, London & Amsterdam. 11 months

The ¡§Smoothie¡¨ programme consisted of 4 online marketing intelligence projects. This involved strategic pricing, forecasting and profit initiatives to support online sales, processes and reporting for the Sony Style Store.
My role was to develop a deep understanding of the processes, strategy and technologies, make a programme proposal to senior management and ultimately secure budget to implement the initiative ¡V all of which I achieved.
Acted as the interface for Marketing to capture their business and functional requirements in the blueprint. Managed stakeholders/ sponsors expectations in London, Brussels & Barcelona.
Managed the consultative bid process as internal competitive supplier. (circa 750k euros). Advised on strategy and planning in relation ¡§best practice¡¨ programme approach (Governance, assurance, process, RACI).
Recruited, managed and integrated a team of 12 business and technical people. Set up the project structure using PRINCE II principles for the PID, planning, reporting, budgeting, EVA tacking and risks, issues and benefits management.


E BUSINESS MANAGER (contract, 3 month rolling)
CANON EUROPE, Amsterdam & London 2 yrs 4 months

Canon had developed an in-house consumer portal (My Canon) which only offered a basic customer experience. I was tasked with creating a fully integrated service that would support an advanced CRM/loyalty/DM programme to drive incremental sales.
My role was both as CRM consultant and implementation manager working closely with the business (New Media, Trade Marketing, Service, Regional Sales, E Shop, Legal) and internal IT dept and external agencies (AHK Ltd). This was successfully achieved in an organizationally complex and political environment.
Developed the change proposal for the new Portal and CRM/loyalty programme. Secured senior sponsorship and budget via presentations and a detailed business case.
Advised on concept, strategy, planning for the new ¡§You Connect¡¨ and CPN portal. This included choice of technology platforms, cost benefit analysis and development of the features and functionality roadmap
Delivered consistent You Connect & CPN portal experience for all European countries and integrated single sign on for all consumer applications (Your Print, photo album, eCard, games, eShop, incentives, campaign sites). Membership has since grown from 1 to 3 million subscribers.
Managed innovative ATL campaign projects (Powershot ski, photo sharing, Your Print) to increase brand awareness and increase user registrations.

E BUSINESS MANAGER (contract)
NISSAN/ IBM, Paris, Barcelona 7 months

The Workforce Integration @ Nissan (WIN) initiative promoted increased efficiency through better communication, collaboration and knowledge share. This involved launch of an employee portal and tools such as documentum, Vignette and web conferencing.

My role was to create and manage a launch team and devise the launch strategy, communications and planning as well as executing that plan.

Launched Nissan¡¦s pan-European B2E web Portal and tools across 23 locations, 10 countries and 7,500 end users (manufacturing, distribution, finance & national sales offices).
Developed the deployment strategy and methodology. Managed stakeholders to promote acceptance of the web tools. Designed communications and training material and ran large-scale workshops.


CONSULTANT (contract)
ULTIMATHULE, Search Engine Marketing, UK 8 months
Developed processes for the pre-sales and operations of search engine optimization and business intelligence company. Assisted in business strategy formulation


FREELANCE CONSULTANT since Jul 2004 ¡V current

Comprising the following projects in order of relevance:

E BUSINESS MANAGER (contract, 3 month rolling)
CANON EUROPE, Amsterdam & London 2 yrs 4 months

Canon had developed an in-house consumer portal (My Canon) which only offered a basic customer experience. I was tasked with creating a fully integrated service that would support an advanced CRM/loyalty/DM programme to drive incremental sales.
My role was both as CRM consultant and implementation manager working closely with the business (New Media, Trade Marketing, Service, Regional Sales, E Shop, Legal) and internal IT dept and external agencies (AHK Ltd). This was successfully achieved in an organizationally complex and political environment.
Developed the change proposal for the new Portal and CRM/loyalty programme. Secured senior sponsorship and budget via presentations and a detailed business case.
Advised on concept, strategy, planning for the new ¡§You Connect¡¨ and CPN portal. This included choice of technology platforms, cost benefit analysis and development of the features and functionality roadmap
Delivered consistent You Connect & CPN portal experience for all European countries and integrated single sign on for all consumer applications (Your Print, photo album, eCard, games, eShop, incentives, campaign sites). Membership has since grown from 1 to 3 million subscribers.
Managed innovative ATL campaign projects (Powershot ski, photo sharing, Your Print) to increase brand awareness and increase user registrations.
PROGRAMME MANAGER (contract rolling)
SONY STYLE STORE, Brussels, London & Amsterdam. 11 months

The ¡§Smoothie¡¨ programme consisted of 4 online marketing intelligence projects. This involved strategic pricing, forecasting and profit initiatives to support online sales, processes and reporting for the Sony Style Store.
My role was to develop a deep understanding of the processes, strategy and technologies, make a programme proposal to senior management and ultimately secure budget to implement the initiative ¡V all of which I achieved.
Acted as the interface for Marketing to capture their business and functional requirements in the blueprint. Managed stakeholders/ sponsors expectations in London, Brussels & Barcelona.
Managed the consultative bid process as internal competitive supplier. (circa 750k euros). Advised on strategy and planning in relation ¡§best practice¡¨ programme approach (Governance, assurance, process, RACI).
Recruited, managed and integrated a team of 12 business and technical people. Set up the project structure using PRINCE II principles for the PID, planning, reporting, budgeting, EVA tacking and risks, issues and benefits management.

E BUSINESS MANAGER (contract)
NISSAN/ IBM, Paris, Barcelona 7 months

The Workforce Integration @ Nissan (WIN) initiative promoted increased efficiency through better communication, collaboration and knowledge share. This involved launch of an employee portal and tools such as documentum, Vignette and web conferencing.

My role was to create and manage a launch team and devise the launch strategy, communications and planning as well as executing that plan.

Launched Nissan¡¦s pan-European B2E web Portal and tools across 23 locations, 10 countries and 7,500 end users (manufacturing, distribution, finance & national sales offices).
Developed the deployment strategy and methodology. Managed stakeholders to promote acceptance of the web tools. Designed communications and training material and ran large-scale workshops.

CONSULTANT (contract)
ULTIMATHULE, Search Engine Marketing, UK 8 months
Developed processes for the pre-sales and operations of search engine optimization and business intelligence company. Assisted in business strategy formulation.

SABATICAL, various travels in Africa and Europe Jan 2004 ¡V June 2004

PRODUCT MANAGER - EUROPE from Jan 2002 ¡V Dec 2003
COVISINT, Schiphol Rijk

A start-up Applications Service Provider backed by Ford, GM, Renault, Mercedes for online collaboration, auctions, portals, e-procurement and supply chain solutions.

Launched a pan-European Portal, bulletin and knowledge management service for Delphi (1,500 supplier locations, +4000 users). Achieved 80 % of KPIs and 72 % supplier adoption rate.
Managed and set up multi-lingual customer support (+18), CRM, help desk and level II services. Delivered communications and training. Implemented service improvement initiatives based on customer feedback surveys.
Developed communications and training material (email, brochures, CD Roms, presentations, deployment kits, scripts, manuals, questionnaires). Set-up and ran user forums and supplier summits.
Drove best practice procedures and processes to ensure consistent deployment methodology. Captured feedback from end-user surveys and fed this into the product roadmap.
SOLUTIONS MANAGER
NETDECISIONS, Cambridge, UK Jan ¡V Dec 2001 (interim)
Global e-business, voice/telecom and mobile CRM solutions provider.
Commercialised research-orientated activities. Analysed market opportunities and directed initiatives to deliver voice CRM enterprise solutions in telematics and contact centres with TFR, Vodafone, Yell, Blue Square and National Express


Tridion, SEO, SEA, Agile development, webmethods, CRM, business intelligence, ASP.net, crystal reports, SEO, documentum, web analytical tools, Object Orientated development, Cognos, enterprise portals, SAP R3, BW, Vxml, Vignette.

Education

MSP - Managing Successful Programmes
PRINCE 2 - Practioner
B.Sc Hons

Skills

Programme Management
Portfolio Managment
Change Management
Business Transformation
Business Cases
Investment Analysis
Business / Process Analysis / Re-engineering
Use Case, RUP
Communications
Training
Business Partnership

Languages

English
French

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