Paula Tagg

The Organised Black Book was established to deliver project management services to a variety of clients, covering eCommerce, marketing, office refurbishments, and much more.

Despatch Cloud is a SaaS company providing order management, warehouse management, shipping & channels API solutions to the eCommerce market.

Having worked alongside DC on a previous project (see below), I was approached to join the team as Project Manager overseeing the development of their next-generation warehouse management software (due for release Q4 2023).

Within a couple of months, I was transitioned to work on the live systems and ultimately took responsibility for Customer Support, Client Onboarding, Sales & Marketing in the position of Chief Operations Officer, managing teams in both the UK and Turkey.

Working as part of the Senior Management Team, the main focus of the role was to bring stability to the products, implement new systems and procedures, together with improving the customer experience through all the key touch points of the business.

On a daily basis, I would be managing and liaising with:

Senior Management & Stakeholders

Customers

Suppliers

Product Developers

Staff:

Support, Onboarding, Testing

Sales (3 BDMs)

Marketing (inc. Content Writers, Social Media Manager, PPC, SEO, CRO)

As well as all the internal processes and procedures, I managed the build of a new WordPress website, managed the creation of extensive marketing collateral (digital, video, print), implemented partnerships/referral schemes, liaised with integration partners ranging from couriers to marketplace providers such as Amazon and eBay.

As a final project for Despatch Cloud, I am currently managing the development of an in-house multi-language eCommerce website build for an investment partner. Managing both front-end and back-end developers based in Turkey.

This includes all functionality, UI/UX testing, development work scheduling, as well as planning for 'Go Live' to ensure a smooth transition. (Go Live teams include: SEO, CRO PPC, eCommerce managers, etc.)

Gardening Direct Ltd - Jersey

Prior to sale, Gardening Direct was a plant nursery based in Jersey, selling plants, gardening products and cut flowers via a number of brands. (Gardening Direct, Jersey Choice and Rainbow Flowers).

With new investors and management team, GD contracted the development of a new Magento 2 website. Having previously worked for the development partner (iWeb - Stafford), I was introduced and subsequently contracted to project manage the build of the new website, consolidating all 3 brands into a new brand design.

As well as managing the progress of the project build, I worked with the in-house team to consolidate the product catalogues and improve the on-site content and messaging.

As well as standard off-the-shelf Magento functionality, the website was built to include gift messaging, dated deliveries, store credit, customer complaints/returns functionality, Feefo reviews, Fetchify PAF, and complex on-page & basket upsell and cross-sell features.

Specific customer work was also scoped and delivered to facilitate large-volume MOTO orders being placed directly via the admin panel.

On completion of the website, I was further contracted to project manage the integration of Despatch Cloud WMS software - including bespoke customer work to handle the client's requirements of dated dropshipping, plant passport courier labels, stock allocation by channel, order split and consolidation for upsells, delay courier manifesting and tracking due to internal nursery processes,

Whilst finalising the WMS integrations, I was tasked with outscouring the call centre. (During Covid, it became apparent to the new management team that the business model required either considerable further investment or a radical change to outsource aspects of the business - during peak periods the call centre/admin staff could increase by up to 20 people)

Working with the Senior Management team and staff of Gardening Direct, I documented the full workflow processes of the call centre, covering both online and MOTO orders.

Once this was documented, together with all payment methods/issues handling, exception management processes etc., I worked with the newly contracted provider (Impact Call Centre - Southampton), to implement the required workflows via Magento and their in-house software systems.

Taylor Grange Retail (t/a Floors Today) is part of the Taylor Grange Group of Companies. At the point of joining Floors Today had 13 retail stores across the UK and had contracted the design and build of a new Magento 2 website.

Initially contracted to manage the design and build of a new Magento 2 eCommerce store, including bespoke functionality for an on-page room calculation tool, click-and-collect, CGI room visualiser, as well as standard functionality expected of an eCommerce website.

During this time I also managed the 3rd party marketing and advertising services of S3 Marketing in Cardiff, overseeing the production of PPC advertising, radio and TV advertising as well as in-store POS.

To be able to effectively oversee TV advertising, I completed a Clearcast Advertiser course, to ensure all ads were compliant with the advertising clearance process and best practices.

In addition to working for the Retail arm of the Group, I carried out functions for the main Property Development division. Managing the production of both the TG Group and TG Developments websites and marketing collateral.

Unfortunately, Taylor Grange Retail went into administration during Covid.

Court Collaboration is a prominent Birmingham City Centre property developer.

I worked for Court Collaboration for 7 years in both full-time in-house positions (Brand and Marketing Director) and latterly on a contracted project-by-project basis, as required.

During my time with Court Collaboration, my main responsibilities included:

Overseeing the production of all marketing collateral including:

10+ property development websites - all WordPress

Development Branding

Development Hoarding

Marketing Brochures

Marketing Videos

PPC Campaigns

Showhome Fit-outs

Public Relations

CGIs and VR Walk-throughs and Animations

Liaising with 3rd party marketing agencies, architects, CGI providers, interior designers, as well as key investors and stakeholders from the UK, America, Hong Kong and Taiwan.

In addition to the above contracts, I also carried out various projects all on a retained basis for a number of clients:

White Crow Studios (CGI, Animation & Architectural Design Studio)

Sept 2018 - Feb 2019

Part-time 2 days per week.

Marketing Services including project management of a new WordPress website.

Oversee the design and fit-out of new offices in Lichfield

PPC campaign (3rd party)

Customer/Supplier Relationship Building

FM Group

Floors and More & Fires and More - Stourbridge

Design and development of 2 eCommerce WordPress/WooCommerce websites

POS and marketing collateral

Rothsay Properties

Design and development of a WordPress website

Company logo and branding designs

PA and Admin Services - David Bennett Consulting

Jan 2013 - April 2014

Part-time

Producing reports and invoicing for all of David's consulting contracts, including: easyJet, Bank of Ireland, Homeserve and the Government Knowledge Transfer Network.

Hill Hofstetter Solicitors

Jan 2012 - Oct 2014

Full-time

Marketing & Client Support Services managing a team of in-house catering staff including an on-site chef.

Managing external and internal seminars

Manage a new WordPress website design and build

In addition to the above, I am a qualified Reps Level III Personal Trainer and Sports Massage Therapist.

Midco Environmental and Econotek Waste Management (Hinckley)

These companies were established and owned by my partner of 15 years, at times owned just by ourselves and others with partners and investors.

During this time we took the companies from basic waste management brokers to owning and running multiple waste management facilities handling inert materials through to asbestos and chemical waste transfer stations.

During my time in the company, I covered many roles from Admin to On-Site Contract Manager for companies such as British Timken (Northampton), Triumph Motorcycles (Hinkley) and Peugeot Motor Company (Coventry).