Gianna Gomes
Liverpool
Summary
A passionate and experience agile product manager, having managed the launch of LFC's OTT subscription site and app service to over 1 million members. Thrived in the daily management of the product from content creation to technical functionality, managing supplier relations and contracts and ensuring exceptional costumer relations servicing. Developing and implementing marketing strategies in line with business objectives whilst working in a fast paced, high pressure deadline environment using an agile sogtware development and scrum frameworks to create solution focused, cross functional teams, delivering a quality digital product experience.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Product Manager
Liverpool Football Club
Liverpool
05.2021 - 09.2023
- Successfully managed and relaunched LFC's OTT subscription website and mobile app service to over 1 million club members through market research, identifying customer needs and understanding business needs.
- Led cros-functional teams of over 10 key external teams and suppliers across 3 different time zones using agile methodology to delivery hgh quality product iterations within budget constraints.
- Solutionised on complex technical debt functionality, new business and product requirements, payment gateway integration and epayment servicing migration.
- Successfully completed several payment type migrations with minimal loss to revenue and no disturbance to customer experience.
- Optimized product performance by decreasing payment failures by 40% through careful data-driven analysis and deep dive system integration knowledge leading to improvement initiatives.
- Overcame complex build hurdles to launch on time and within budget, along with delivering a quality in-brand marketing launch campaign.
- Carried out the daily product management using scrum practices, for content creation solutions and technical product iteration of 3 other key club media products.
- Collaborated on solutions for single sign on integration on all club digital products with other club wide product managers and internal development teams, successfully carrying out a migration of over a million users.
- Reported to senior stakeholders regularly effectively managing expectations throughout the development process.
- Reduced production costs by 20% through strategic supplier negotiations.
- Delivered an improved customer relations servicing process, including adherence to required GDPR procedures, cutting down customers waiting time by 2 weeks.
- Designed an efficient product administration system process enhancing cross department collaboration.
- Highly experienced in the use of kanban, trello, Monday, JIRA, AWS, epayment gateways and subscription servicing.
- Deep technical knowledge and understanding of epayment integration and migration processes.
- Advanced experience in product conceptualisation, design, AB testing, BETA testing, and UI, UX, and CMS design and development
- Documented technical user stories, specifications and product features in detailed work order to communicate to teams and streamline the product backlog management forfaster time to market and improved development efficiency.
- Effective management of product budgets of over £750k.
Product Manager
MLP - Marketing Agency
Warrington
03.2019 - 11.2020
- Managed lifestyle and rewards website relaunch, coordinating with the development teams using and implementing a scrum framework.
- Prioritised product backlog to achieve goals and targets.
- Successfully launched website within 5-month deadline.
- Developed skills in Adobe photoshop for website imagery content.
- Increased customer base by 30% in 6 months through clear short-term objectives.
- Managed and lead product team processes and procedures to ensure strategies and objectives along with inter-departmental coordination achieved.
- Developed comprehensive go-to-market strategies, ensuring successful product launches and brand positioning.
- Managed and lead customer relation processes and procedures, training customer services team on the product and procedures to deliver high quality customer experience.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Managed 6 high profile client relationships to achieve post-sale objectives.
- Enhanced user experience, resulting in increased customer satisfaction and retention rates.
- Managed partner relationships with over 10 partners both direct and affiliate.
- Spearheaded the creation of detailed user guides for enhanced usability of newly launched products.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
- Presented product data analysis and performance reporting to clients and senior stakeholders.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
CUSTOMER SERVICE ADVISOR
MLP, Marketing Agency
09.2018 - 02.2019
- Developed customer communication and procedures for various clientcampaigns
- Managed system administration and process development
- Managed and ensured short term team objectives were met
- Ensuring GDPR regulations adhered to by the entire team
- Managing customer expectations and complaints and finding quickresolutions in line with campaign requirements
- Proficient in all company client campaigns and their customer requirements
- Trained and developed new starters on campaigns, customer processes andadministration systems
Executive Assistant to Group Directors
POLO Retail South Africa
Johannesburg, South Africa
05.2015 - 04.2018
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Improved office efficiency by implementing new filing systems and document management processes.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
Education
Scrum Certified Product Owner -
Scrum Alliance Ltd
01.2023 - 01.2023
Bachelor of Arts - Marketing, Business Management Sciences And Supply Chain Management
IMM GRADUATE SCHOOL OF MARKETING
Johannesburg 02.2015 - 05.2018
A-Levels - Psychology
UNIVERSITY OF WITSWATERSRAND
Johannesburg 01.2013 - 12.2013
Project Management Certificate -
UNIVERSITY OF CAPE TOWN
Cape Town 08.2012 - 09.2012
GCSEs -
JEPPE GIRLS HIGH SCHOOL
Johannesburg2011
Skills
- End to End Feature Delivery
- Requirements Building
- Product Lifecycle Management
- App Development
- Scrum Framework
- Agile Software Development
- ROI Analysis
- Stakeholder Alignment
- Database Management Systems
- Product Vision and Strategy
- Project
Additional Information
I have recently returned from a sebatical volunteering in Cambodia and am available immediately.
REFERENCES available on request.
Languages
English
Native
Timeline
Scrum Certified Product Owner -
Scrum Alliance Ltd
01.2023 - 01.2023
Product Manager
Liverpool Football Club
05.2021 - 09.2023
Product Manager
MLP - Marketing Agency
03.2019 - 11.2020
CUSTOMER SERVICE ADVISOR
MLP, Marketing Agency
09.2018 - 02.2019
Executive Assistant to Group Directors
POLO Retail South Africa
05.2015 - 04.2018
Bachelor of Arts - Marketing, Business Management Sciences And Supply Chain Management
IMM GRADUATE SCHOOL OF MARKETING
02.2015 - 05.2018
A-Levels - Psychology
UNIVERSITY OF WITSWATERSRAND
01.2013 - 12.2013
Project Management Certificate -
UNIVERSITY OF CAPE TOWN
08.2012 - 09.2012
GCSEs -
JEPPE GIRLS HIGH SCHOOL