Summary

Responsible for delivering Pandora’s commercial growth ambitions globally across our owned and operated eStores as well as various marketplace partnerships.

Previously a member of the M&S.com leadership team that grew the business from start-up to £1bn. Launched M&S online internationally across multiple markets, platforms and operating models. Grew M&S.com to become the second largest online UK Clothing & Home retailer. Developed the digital growth strategy and ambition for M&S whilst acting as Digital Director.

A cool head under pressure, I am an innovative, strategic thinker with track record of practical delivery.

Experience

VP Global eCommerce & Digital Operations
Pandora Jewellers – Jan 2021 – on-going

Responsible for delivering our commercial growth ambitions globally across our owned and operated eStores as well as various marketplace partnerships.

eCommerce teams in 10 clusters around the globe with central team in Copenhagen covering Commercial Performance and Forecasting, Customer Promise (fulfilment, customer service, payments/fraud, omni-channel), Site Merchandising and Optimisation and Digital Operations (Live Service / Operational support).

Founder
Curtain Drop – Mar 2019 – On-going

Launched an online Made to Measure Curtains business including building the website and sourcing supplier to fulfil orders directly to customers.

Founder
Digital Consulting Services – Jan 2017 – On-going

Family start-up web development business helping small businesses create their first digital presence. It provides a vehicle to train my kids on how to build websites and run eCommerce businesses whilst providing small businesses professionally built, managed and maintained websites built on WordPress and WooCommerce.

VP Global Digital Operations
Pandora Jewellers – Marn 2020 – Jan 2021

Putting in place the teams, tools and processes to step change our digital capabilities and sales growth

Focus is on driving customer satisfaction, operational excellence and sales growth through disciplined joined up planning and spot-on execution by functions throughout the organisation.

Teams include Customer Promise (fulfilment, customer service, payments/fraud, omni-channel), Site Merchandising and Optimisation, Digital Operations (mission control, operations support) and Commercial Planning and Analysis.

Digital Transformation Consultant
Pandora Jewellers – Mar 2019 – Mar 2020 (contract)

Working directly for their new Chief Digital Officer to drive digital transformation throughout the organisation

Was responsible for merchandising the new Pandora website across 15 markets in readiness for the brand relaunch. Previous focus was on teaching in-market eCommerce teams “how to trade” and the creation of a suite of daily commercial reports that helps them take action.

Head of Online – Clothing & Home
Marks & Spencer – Mar 2017 – Nov 2018

Responsible for delivering the online sales and profit plan for Clothing & Home.

Have improved Sales, Profit and NPS. Market share has improved by 0.5%, with M&S moving from being the 3rd to 2nd largest Clothing and Footwear online retailer in the UK and Womenswear (the agreed strategic priority) moving from 6th to 3rd largest. Share of business has improved from 19% to 22% in the last six months.

Interim Digital Director
Marks & Spencer – Mar 2017 – Feb 2018

Acted as interim Digital Director between March 2017 and March 2018 reporting into the Executive Board. Developed a growth strategy for M&S to achieve a third of all sales online in the medium term, presenting multiple times to the Operating Committee and receiving approval from the full M&S Board in Feb 2018.

Head of M&S.com Operations
Marks & Spencer – Jan 2015 – Mar 2017

Responsible for delivering a great experience for customers across all channels and markets (over £800m sales per annum). This included the performance and stability of our technology landscape, the identification and resolution of customer pain-points in their online journey, the successful delivery of orders to both home and stores, the on-going development of our delivery proposition and for driving cost out of the business through process improvements and off-shoring of tasks.

I also had P&L responsibility for M&S For Business (our B2B operation) and M&S Gift Cards which between them turn over £350m per annum.

Head of International eCommerce
Marks & Spencer – Apr 2013 – Jan 2015

Responsible for the strategic development and day-to-day running of eCommerce outside of the UK. Full P&L responsibility with sales of over £50m.

This included developing go-to-market business models including international shipping from .com, localised websites, marketplaces and wholesale franchise arrangements as well as delivering the required capability (tech, process and people) to successfully operate.

Organisationally set up as a mini-Business Unit within M&S, I reported into the M&S Executive Board and created the first Agile Development team within M&S. In addition I was on the Board of Directors for M&S Ireland, a wholly owned subsidiary of M&S PLC.

Head of International Multichannel Development
Marks & Spencer – Mar 2012 – Apr 2013

Charged with delivering against the corporate strategic intent of becoming an International, Multichannel retailer I was responsible for the development of our International multichannel capability.

This included launching localised websites across near-shore Europe including Click & Collect. In Amsterdam we opened a brand new Digital concept store called eBoutique with iPads, large touch-screen ordering points, the world’s first Virtual Rail and an innovative sell by sample approach.

For much of this time I was based in Shanghai developing the China ecommerce business, remotely managing the much larger team back in London who were focussing on our European expansion.

I convinced the Board to adopt a new business model for M&S China and sell through marketplaces, the first time anywhere in the world that M&S products would be available in a store other than M&S. We were the fastest growing International Womenswear brand on TMall with growth of +200% in 2014 and TMall cited us as a model to emulate.

On the back of this success we launched another 4 marketplace shops in China; a Food store and Kidswear store on TMall and a Wine Store and Clothing store on JD.com.

Head of Digital Strategy and Business Development
Marks & Spencer – Jan 2011 – Mar 2012

Responsible for bringing new propositions to market through both technology development and business change.

Delivered the platform for future International expansion with the launch of a fully localised French website, customer service and fulfilment operation; launching on time and on budget.

Other notable new propositions include M&S Outlets online (concept to delivery in 12 weeks), Customised Schoolwear and launching our Christmas Food to Order service online which delivered £10M incremental sales and huge cost efficiencies.

Head of Online Customer Experience and Operations
Marks & Spencer – Oct 2009 – Jan 2011

Responsible for all Operational aspects of .com including product photography, load and launch, site stability and order fulfilment. In addition to operations I led our in-house Customer Experience practice (UX design) and the Catalogue team who were responsible for the production of all selling publications including the M&S Home Catalogue.

Highlights during this time included winning the iMRG Online Gold Award for the Best Site Redesign and Best Multichannel Retailer. We also won Catalogue of the Year at the prestigious APA awards for our Home Catalogue.

Head of Online Trading and Operations
Marks & Spencer – Jun 2007 – Oct 2009

Responsible for the commercial and operational performance of the new “powered by Amazon” M&S.com. Grew sales to over £250m sales and market share from 4% to 5%.

Focus of role was conversion optimisation through detailed use of web analytics, doubling product choice to over 15,000 lines per season and working with buying and merchandising teams to improve online product availability.

Head of Online Trading & Marketing
Marks & Spencer – Jul 2002 – Jun 2007

Responsible for the commercial performance of M&S.com including digital marketing, eCRM and website optimisation. Grew sales during this time to circa £80m.

Online Channel Manager
Marks & Spencer – Oct 2000 – Jul 2002

Responsible for the day-to-day management of marksandspencer.com including website, logistics and call centre.

IT Project Manager
Marks & Spencer – Dec 1999 – Oct 2000

Responsible for delivering the first fully integrated transactional website for M&S. Following the launch of the website in April 2000 we developed a Gift Registry service and a Cable TV transactional store later that year.

Various Head Office Finance roles
Marks & Spencer – Oct 1997 – Dec 1999

Roles include Store profitability reporting, internal Business Consultant and developing the first M&S internal business application based on web technology.

Various Retail Management roles
Marks & Spencer – Sept 1989 – Oct 1997

Joined M&S Management scheme straight from college. Various assignments including Regional Finance Manager.

Education and Qualifications

Lean Six Sigma Green Belt – 2010

Eastbourne Sixth Form College – 1989
A-Levels – Maths, Chemistry and Biology

The Bishop Bell School – 1987
9 GCE’s including English and Maths

Hobbies & Interests

Married to Sarah with 4 children

Building eCommerce sites with WordPress and Woocommerce (see Portfolio)

Walt Disney World Florida – 18 trips and counting!