Adele Caulfield
Summary
I currently work for the N Brown Group as a Digital Operations and Third Party Configurations Specialist. My role is focused on third party tool operations management with the principal accountabilities being to drive the strategy, integrate new vendor functionality, report on performance, and manage projects based around tool adoption. It is a varied role that spans internal and external stakeholders which has allowed me to gain valuable experience in building strong vendor and customer relationships alongside useful organisation skills from managing multiple projects with, at times, conflicting priorities.
Overview
22
22
years of professional experience
Work history
Third Party Configurations
NBrown Group
Manchester, Greater Manchester
09.2015 - Current
- My current role focuses on third party tool operations management with the principal accountabilities being to drive the strategy, integrate new vendor functionality in line with the technical roadmap, report on performance, and manage projects based around tool adoption. As the account owner for five of the key optimisation tools across ten websites, it is a varied role with 2 core objectives, deliver return on investment and improve customer satisfaction.
- Developing a strategic and innovative User generated content program that drives measurable success. Utilising customer feedback and data to drive business change and product improvements.
- Deliver collaborative workshops between IT teams and third party suppliers to ensure deliveries are aligned to technical best practice, communicate progress against the deliverables and achieve return on investment.
- Leveraging supplier toolkits into providing contextually relevant personalised product recommendations (cross-sells & upsells) for each customer interaction across all digital touchpoints – web, email, call centre.
- Generate performance & business impact packs that are delivered monthly to director level to provide awareness of project status, budget updates, significant change, impact due to resource constraints and associated risks.
- Analyse data from tooling integration to support improved processes around product conversion and identify where tools are not working as expected.
- Work in an agile scum utilising JIRA on a daily basis to record and track progress against project deliverables.
- Driving product, platform and marketing change through analysing third party optimisation tools and correlating data from vendor dashboards, user feedback and internal monitoring systems.
- Develop evidence based problem statements and hypotheses using insights from data and research to shape test roadmap.
- Champion data accuracy and consistency to enable repeatable datasets to be deployed across all supplier tools.
MVT Coordinator
N Brown
Manchester, Greater Manchester
09.2011 - 09.2015
- Responsible for the full MVT and A/B testing roadmap and life cycle from hypothesis conception, validation through to launch and continuous improvement across the entire portfolio of N Brown sites.
- Own QA process and set standards for the quality of all test builds, tracking and configuration.
- Define tasks and test brief for remote unmoderated usability testing (via What Users Do) and ensure results and insights are shared with the business and fed into testing roadmap.
- Working with external agencies to conduct live customer usability testing sessions.
- Manage the relationship with technology supplier and key business stakeholders.
- Collaborate with designers, developers, product owners, UX, data analysts and marketing teams to further enhance the user journey.
- Line management.
Multi-Channel Merchandiser
Pets At Home
Handforth, Cheshire East
09.2010 - 08.2011
- Designing promotions through analysing historical sales data to ensure accurate stock levels to underpin successful campaigns.
- Building critical supplier relationships to ensure accurate and timely data, to consistently launch products into a federated system stack.
- Content creation and implementation of online campaigns & promotions via content management system.
- Online product merchandising & sequencing to improve the customer journey as well as promoting key volume products.
- Management of product imagery assets and optimise product descriptions for SEO benefits.
Content Manager
Moda in Pelle
Leeds, West Yorkshire
08.2006 - 09.2010
- Business owner of brand website and end to end process management across brand, marketplace and supplier integrated accounts.
- Managed customer impact and product journey from point of sale to delivery. Owned website content, transaction processing, customer service, fraud detection and delivery/dispatch disputes and returns.
- Responsible for providing a content focussed approach to optimising sales, worked closely with brand, marketing and product to develop the site content to steer customer traffic towards our target product ranges.
- Led the website improvement programme through a series of continuous improvement cycles targeted at increasing revenue and AOV. Working closely with the development team, focus was placed on making regular small customer focused changes that contributed to the wider customer journey and conversion rate.
Assistant Store Manager
Jane Shilton
Sheffield, South Yorkshire
07.2003 - 08.2006
- Maximise profits and sales in-store whilst ensuring exceptional customer service is always delivered.
- Visual merchandising and stock management.
- Train and mentor all team members and be a true ambassador of the brand.
Education
Bachelor of Arts - Awarded: 2:1 English Literature & American Studies
York St John University
York06.2003
A-Levels - Awarded: A Levels English Literature (C) History (C) Biology (D)
Eccles College
Manchester08.2000
Skills
True Fit: Improve customer experience and reduce returns by improving the “right first time” of a customer’s purchase
Taggstar: Increasing conversion rate through the use of customer messaging
Algonomy: Improving cross selling and upselling through digital channels
Bazzar Voice: Utilising customer data to improve the accuracy of how a product is presented to the customer to improve conversion and reduce returns
One Trust: Site cookie management
One Zi: Data harvesting for targeted search optimisation
Products Up: Data feed management between internal systems and 3rd party tooling
Extensive experience in CRO and UX techniques
QA testing and user journey mapping
Multi Variant (A/B) Testing
Excel/Power Point
Timeline
Third Party Configurations
NBrown Group
09.2015 - Current
MVT Coordinator
N Brown
09.2011 - 09.2015
Multi-Channel Merchandiser
Pets At Home
09.2010 - 08.2011
Content Manager
Moda in Pelle
08.2006 - 09.2010
Assistant Store Manager
Jane Shilton
07.2003 - 08.2006
Bachelor of Arts - Awarded: 2:1 English Literature & American Studies
York St John University
A-Levels - Awarded: A Levels English Literature (C) History (C) Biology (D)
Eccles College