Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Aoibheann Fegan

Belfast

Summary

A versatile, data-driven professional with 8+ years of experience across project management, ecommerce, systems implementation, and customer success. Skilled in leading cross-functional initiatives, improving operational workflows, and delivering impactful solutions across technology and business teams. Adept at working in both technical and customer-facing environments, with a strong ability to translate complex needs into actionable plans. Seeking a role in a collaborative, growth-oriented environment where I can apply my technical knowledge, strategic mindset, and people skills to drive meaningful outcomes.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Project Lead

TallGrass Natural Health
05.2023 - Current
  • Led multi-store Shopify Plus implementation (B2B & D2C), integrating ERP, 3PL, and marketing tools.
  • Built custom Shopify apps using Remix to support finance and operational workflows.
  • Managed cross-functional projects using Lean/Agile methods, from scoping to launch.
  • Oversaw migration from WordPress to Shopify, including UX, theme setup, and front-end tweaks.
  • Delivered custom workflows for tagging, billing, and data alignment with finance systems.
  • Supported tool selection and integration (PIM, CRM, CX), focusing on scalability and automation.
  • Collaborated on front-end updates using HTML/CSS/JS to improve user experience.

Sales & Customer Experience Manager

TallGrass Natural Health
04.2021 - Current
  • Managed a team of 11 employees which includes Customer Experience, Account Managers and Sales Analyst.
  • Created sales and customer experience playbooks.
  • Introduced KPI tracking, analyzed data and worked with my team to develop quarterly goals in alignment with strategic priorities.
  • Integrated GPT-3 and Zendesk to draft responses to incoming customer inquiries.
  • Launched an FAQ platform which reduced incoming requests by 9% and increased customer satisfaction rating from 85% to 92%.
  • Worked with the marketing team to introduce B2B email marketing which resulted in increased customer awareness and engagement.
  • Owned Customer Experience and Sales team technology stack which included HubSpot, Zendesk, Dialpad, Asana, Phocas (BI software), and Dropbox.
  • Hired new team members.

Sales & Customer Service Manager

WA-2! Coffee Services Ltd
03.2019 - 04.2021
  • Scaled Customer Success and Account Management team from 6 to 10.
  • Increased revenue by 25% YOY.
  • Maintained a customer retention rate of 98% and an NPS score of 80.
  • Implemented KPIs and short and long-term goals for my team and led weekly all hands meetings to discuss objectives and strategies.
  • Researched emerging market trends and created development strategies accordingly.
  • Improved sales processes to streamline customer acquisition and reduce onboarding time from 5 to 2 days.
  • Managed company technology stack which included HubSpot, Zendesk, Shopify, Unleashed, Xero, Slack etc.


Marketing Specialist

WA-2!
06.2018 - 06.2019
  • Onboarded new enterprise customer accounts.
  • Synthesized quantitive and qualitative data and presented learnings and recommendations to the C-level leadership team.
  • Implemented and updated effective SEO strategies and developed and adjusted paid ad campaigns.
  • Wrote engaging and successful marketing and website copy.
  • Created and managed Mail Chimp campaigns.
  • Reduced overall marketing budget by ~75% while increasing Google ranking and maintaining incoming customer leads.

Customer Care and Sales Representative

03.2017 - 06.2018
  • Generated customer leads and onboarded new clients.
  • Developed strong client relationships and a deep understanding of customer needs.
  • Created seasonal sales programs and sourced seasonal products.
  • Educated and trained new employees on customer success and sales procedures.

Education

BA - English and History

Queens University Belfast
07.2015

Skills

  • Shopify Plus & Liquid Development
  • Custom App Development (JavaScript, HTML, CSS, Remix)
  • API Integration & Workflow Automation
  • Project & Sprint Planning (Agile, ClickUp, Jira)
  • Stakeholder & Client Communication
  • Cross-functional Team Leadership
  • Data Analysis (Python, SQL)
  • Strategic Planning & Decision-Making
  • Problem Solving & Analytical Thinking
  • Adaptability in Fast-paced Environments
  • Time & Workflow Management

Certification

  • CS50's Web Programming with Python and JavaScript, Harvard University, 2023-01-01, Current
  • CS50: Introduction to Computer Science, Harvard University, 2022-02-01, 2022-11-01
  • Product Management Fundamentals, University of Maryland, 2021-01-01, 2021-02-01

Languages

Spanish
Intermediate (B1)

Timeline

Technical Project Lead

TallGrass Natural Health
05.2023 - Current

Sales & Customer Experience Manager

TallGrass Natural Health
04.2021 - Current

Sales & Customer Service Manager

WA-2! Coffee Services Ltd
03.2019 - 04.2021

Marketing Specialist

WA-2!
06.2018 - 06.2019

Customer Care and Sales Representative

03.2017 - 06.2018

BA - English and History

Queens University Belfast

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Aoibheann Fegan