Carla May
Newcastle
Summary
Results-oriented Ecommerce Product Manager with 14 years of experience in marketing and commercial growth. Enhanced customer engagement and conversion rates through data-driven insights and performance analysis. Skilled in stakeholder management and delivering effective customer journeys across multiple channels. Leads digital customer engagement and ecommerce optimisation to improve conversion, retention and campaign performance. Delivers insight-led journey redesign, A/B testing and performance reporting that has lifted engagement, increased conversion and strengthened customer outcomes across channels. Partners with marketing, product, analytics and technology teams to shape customer journeys and support commercial growth.
Overview
25
25
years of professional experience
Work History
Customer Engagement Manager / Digital E-commerce Manager
Lloyds Banking Group
08.2014 - 04.2026
- Increased customer engagement by 60% via insight-led targeting and testing.
- Increased conversion rates by 35% through redesign and optimisation of journeys.
- Led end-to-end digital customer journeys across brands, products, and devices for engagement.
- Designed, launched, and optimised customer-centric digital experiences using insight testing.
- Analysed customer behaviour and performance data to shape targeting and messaging.
- Led continuous testing and optimisation programmes for campaign and journey performance.
- Collaborated with marketing, product design, analytics, and technology teams on objectives.
- Produced weekly performance reports and insight packs to inform strategic decision-making.
- Delivered over 200 targeted digital assets aligned to customer needs.
- Developed and delivered digital content and creative aligned to brand needs.
- Improved quality of customer referrals by 20% through a digital education hub.
- Supported the launch of a new digital product generating 48+ qualified leads.
- Improved right-first-time delivery by 80% by tightening creative briefing and QA processes.
- Developed engagement strategies to deepen relationships with key clients, driving a 30% increase in repeat business.
- Initiated and maintained strategic partnerships with external stakeholders, expanding service offerings and opening new markets.
- Trained and upskilled colleagues on digital marketing best practice and delivery.
- Led briefing, quality assurance, and digital content implementation across channels.
- Facilitated workshops and training sessions for clients, improving their understanding of our products and services.
- Analysed secure and public platform journeys to raise customer engagement and conversion.
Contact Centre Team Leader
Lloyds Banking Group
02.2012 - 08.2014
- Provided day-to-day operational leadership to a customer service team in a fast-paced, target-driven environment, ensuring high-quality customer outcomes and regulatory compliance.
- Led, coached and motivated advisors to achieve KPIs across quality, productivity and customer satisfaction.
- Improved overall team performance by 35% through targeted call listening and coaching activity.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Used performance data and trends to drive continuous service improvement.
- Successfully elevated customer experience, resulting in a rise from 3-star to 5-star customer service ratings.
- Managed escalations and complaints to ensure timely, professional resolutions that enhanced customer satisfaction.
- Conducted regular 1:1s and performance reviews, providing structured coaching to enhance team performance.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful supportive, positive and helpful working environment.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Trained and supervised the team to deliver on store sales targets.
- Developed comprehensive training programmes for new hires, enhancing team skill sets and performance.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Analysed data to identify trends, making informed decisions to optimise team output.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Cultivated open, professional relationships with team members to facilitate effective and timely issue resolution.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
- Led team-building and charity initiatives, supporting engagement and well-being.
- Voted best regional customer service manager and advisor of 2013 for the south east.
- Resolved complex customer enquiries, disputes and complaints.
- Delivered quality service with friendly and professional demeanour.
- Monitored staff performance and developed improvement plans.
- Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
Hairstylist & Deputy Salon Manager
Headjodgs Hair Salon
06.2001 - 02.2012
- Enhanced client appearance by expertly styling hair with various tools.
- Maintained a clean and hygienic work station, adhering to health and safety regulations to safeguard client well-being.
- Maintained a hygienic work environment by adhering to salon standards and health regulations, ensuring client safety.
- Led customer-facing initiatives to build strong customer experience, enhance relationship management, and improve team leadership skills.
Education
Digital Marketing & Advertising - Online Degree
Seven Kings High school
London, ENG01-2020
City & Guilds NVQ Level 2 & 3 - Hairdressing & Barbering
City & Guilds NVQ - Customer Service
GCSEs - 9 A–C grades
Seven Kings High School
London, ENGSkills
- Digital & UX Optimisation
- A/B Testing
- Continuous Improvement
- Performance optimisation
- Campaign management
- Conversion rate optimisation
- Digital and social media marketing
- Performance reporting
- Insight Packs
- Strategic planning
- Agile project management
- Stakeholder management
- Team Training
- Strong customer-first approach
- Customer service excellence
- Decision making & problem solving
- Conversion rate optimisation
- Risk Management
Hobbies and interests
- Going for walks with my partner and my dogs
- Travelling
- Cooking
- going to the gym
- socialising
- reading
- watching documentaries
Custom
https://www.linkedin.com/in/carla-may-46787a168
Accomplishments
- Recognised by management for always putting the customer first projects delivering outstanding customer service.
- Planned and coordinated the new Lloyds wealth projects resulting in the project being delivered in record time of 8 weeks and an increase of 54% of customers signing up for the service.
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of the wealth digital journey we saw an increase of 24% of customers signing up for the service withing the first 2 weeks of the changes going live.
Timeline
Customer Engagement Manager / Digital E-commerce Manager
Lloyds Banking Group
08.2014 - 04.2026
Contact Centre Team Leader
Lloyds Banking Group
02.2012 - 08.2014
Hairstylist & Deputy Salon Manager
Headjodgs Hair Salon
06.2001 - 02.2012
Digital Marketing & Advertising - Online Degree
Seven Kings High school
City & Guilds NVQ Level 2 & 3 - Hairdressing & Barbering
City & Guilds NVQ - Customer Service
GCSEs - 9 A–C grades
Seven Kings High School