Nicola Burns

• Took on an unhappy client and grew the account into the busiest of the Adobe Commerce agency by achieving high client satisfaction through consistent delivery and communication.
• Strengthened client relationships by maintaining open and consistent communication lines throughout projects' duration.
• Programme managed an £800k budget of work across 3 development environments through to production maintaining a continuous workflow.
• Fostered a harmonious work environment, boosting team morale during high-pressure situations.
• Collaborated with different department heads, ensuring alignment with overall company objectives whilst executing projects.
• Facilitated collaborative agile ceremonies with the teams.
• Delivered successful project outcomes by directing cross-functional team activities and facilitating communication.
• Determined project schedules and kept projects on track using proactive adjustments to workflow.
• Led collaborative context sessions to identify and mitigate risk
• Balanced multiple projects simultaneously, demonstrating strong time-management skills.
• Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
• Tracked and communicated project status, timelines and action items from project inception to delivery.
• Chaired project governance reviews and resolved challenges.
• Improved operations by generating project status and post project reports and identifying issues for corrective action.
• Led and motivated talented project teams, achieving targets within stipulated deadlines.
• Led steering meetings with senior management team to review project status, drafting action plans to deliver proposed changes.
• Analysed and resolved complex resource management issues for optimised scheduling.
• Acknowledged by the agency winning several internal awards.

• Own end-to-end Agile project management of successful eCommerce projects including migration and design and build of Magento2, Shopify, BigCommerce, and Headless PWAs.
• Liaise with senior management including Managing Director and Head of Operations to determine planning priorities and define performance metrics.
• Confidently navigate conflicting and changing scope demands to consistently meet or surpass client expectations.
• Oversee all UX, Dev and design workloads and project planning
• Advise on best practices as part of Operations/management team on daily basis and input on business direction and efficiency improvements.
• Lead and motivate talented project teams, consistently achieving against KPIs.
• Drive client retention through quality project execution across numerous high-value projects
• Lead meetings with Technical Lead, Head of Operations, and Account Management to review project status, drafting action plans to deliver proposed changes.
• Provided weekly performance feedback on resource allocation, risks, issues and schedule adherence, keeping project teams on track.
• Train and mentor junior team members, leveraging previous practical experience for optimal project progress.
• Chair project governance reviews and resolve challenges.
• Collaborate with cross-functional teams to draft strategic, realistic project schedules and plans.
• Conduct technical and customer meetings, increasing communication and strengthening stakeholder relationships.

Designing digital double exposure pet and people portraits utilising Adobe Photoshop. My work can be viewed at asenseofthem.etsy.com and on my own website, asenseofthem.com. Utilising social media strategically to promote my work and have built a small yet steadily growing follower base from the ground up.

• Plan and build start-up websites on Shopify and BigCommerce platforms
• End to end project management of multiple projects
• Advise on workflow efficiency, planning, and scheduling

• Heading up client service I was responsible for managing client relationships
• Part of management team I shared responsibility on Josephmark’s business direction, recruitment and day to day running of agency.
• Working closely with the team I was responsible for master scheduling decisions to achieve budget requirements but still maintaining hands on project management function to maintain quality control and best business outcomes for clients.
• This role also entailed account direction on branding, motion graphics, videos, and design related collateral taking 360 degree approach to client service. I can therefore take clients from conceptualisation of their brand right through to development of their website to marketing by social media, conventional print or advertising methods.

• I was employed on a 6 month contract basis prior to my move to Brisbane to “raise the bar” of the project management and client handling of the agency.
• I implemented new processes and procedures to be adhered to going forward along with taking overall responsibility of all client projects and day to day management of the agency.
• Trained and mentored junior team members, leveraging previous practical experience for optimal project progress.
• Reduced downtime with effective scheduling and resourcing.
• Improved operations by generating project status reports and identifying issues for corrective action.

• Project managed digital clients from international commercial clients to the Scottish Government as part of the Union’s integrated offering
• My role covered strategic online marketing, brand promotion and email marketing consultation
• Definition, and development of proposals
• Analysis and reporting of web analytics and best use of SEO to drive traffic to sites
• Managed client relationships at different stages in project lifecycle, ranging from inception to launch.
• Relayed client specifications to technical and creative teams to provide cohesive creative vision.
• Liaised with the Head of Digital to determine planning priorities and define performance metrics.
• Prepared and presented detailed cost estimates and detailed project plans for Planning, UX, UI & Development phases to launch.

• Headed up the Digital dept, responsible for the entire FirstGroup Account consisting of build of 29 First Group bus operator websites, re-launch of First Great Western, First Scotrail & Transpennine rail sites.
• Consulted with clients on business issues to develop innovative, strategic proposals.
• Prepared forecasts and mapped resources to most valuable opportunities.
• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Defined project scope, guidelines, milestones and task allocation to establish and maintain clear progress plans.
• Drove client retention through quality project execution.
• Expertly managed desires and expectations for key stakeholders across numerous high-value projects.
• Led meetings with department executives to review project status, drafting action plans to deliver proposed changes.
• Reduced downtime with effective scheduling and resourcing.
• Built positive, productive relationships with internal and external stakeholders through outstanding client management skills.