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Work Background
BritewebBusiness Development Manager
Mar. 2023 - Jul. 2024North Vancouver, British Columbia, CanadaOur goal is first and foremost, to partner with organizations who are doing good in the world and will be a joy to work with. We look for partners that fit Briteweb’s values and present exciting projects to work on. I'm responsible for driving strategic partnerships and relations to accelerate the growth of the company and success for our clients. I craft and refine overall growth strategy, success metrics and client approach.
The Empowerment PursuitLifestyle Coach | Life Coach | Founder
Oct. 2022North Vancouver, British Columbia, CanadaI help expats break away from the system and engineer a life where they can take mini-retirements to see family AND have the freedom to travel, all while creating financial security. I show my clients how to live powerfully, re-discover what makes them feel passionate and find their purpose. My clients better their communication skills, increase their confidence and self esteem, build personal resilience and get to enjoy all their hard work when they adventure or visit family in their periods of mini-retirement. CLIENT TESTIMONIAL: "I’ve been working with Nicola for a few months, and have been thrilled at the progress we have made in a very short time. Nicola, is an empathetic and attentive listener, and was able to hone in on the aspects of my life and attitude that needed attention and focus most. While being a compassionate support and coach, she was also able to challenge me to push into aspects of myself I normally shy away from discussing, pushing into the uncomfortable with every intention of helping me understanding why I was feeling that discomfort, breaking down those feelings and helping to map out a path forward. Nicola excels at holding a mirror up to yourself so it becomes possible to find the answers and paths within. This guiding path, complete with my own answers makes it so much easier to address and incorporate necessary changes. I am so grateful for Nicola’s compassion, positivity, support and desire to see through the changes I want to make."
AritziaProject Manager
May. 2022 - Oct. 2022Vancouver, British Columbia, Canada- Successful implementation of a new Enterprise Password Manager solution and Identity Management software - Ruthlessly prioritizing and controlling project scope - Providing structure, detailed requirements and process flow documentation - Facilitation of User Acceptance Testing (UAT) and configuration testing - Guiding and influencing as a thought partner and conduit between Business and Tech stakeholders - Impact assessment and learning path process, strategy and management - Instructional design of the Quick Reference Guides for differing stakeholder groups including an evergreen guide and “new hire” onboarding content - Training Learning Leaders on new content, effective delivery and engagement tools - Coaching IT Security team to adopt Project Management methodologies and more efficient ways of working against RSPDEMA framework - Multi-faceted Change Management strategy from introduction to delivery - Partnered with Internal Store Comms to write, approve and execute internal comms - Stakeholder management to coordinate resourcing and execution efforts - Providing structured, detailed requirements and process flow documentation - Completed the full Retail training program, Store shifts and Floor Management and introduction to New Store Opening walk through to immerse myself in Aritzia retail operations in my first 3 months of onboarding
lululemonProduct Manager - POS, Global
Jun. 2020 - Mar. 2022Vancouver, British Columbia, CanadaLocalizing the POS product to each of our Global Markets. - Ownership of the POS roadmap and strategy for all Global markets - Key collaborator and strategic thought partner to our cross functional partners as we design into an OMNI guest experience across platforms; the delivery of Guest Information Hub (GIH) contributed to a 70% increase in available guest profiles in store - Delivery of Xstore 17 software and hardware upgrade to 12 countries (600+ stores!), deployments scored an average of 4.5/5* in feedback surveys - Fast turnaround of an Xstore enhancement allowing Guests a choice to avoid physically touching the pinpad supporting stores through COVID, decreasing overall transaction times by up to 10 seconds - Increase of tap limits to $500 in NA to support changing guest behaviours and to service 98% of transactions, to promote friction-free guest experiences - Enhancements to the phone sale transaction saving 3-8secs per phone sale, 30,000 hours saved in a year* (*representative of NA only) - Responsible for presenting key decisions to our leadership team using analytics and store behaviours to drive and influence the decision making process - Adaptive design of the Learning Program as we rolled out through the height of the pandemic, navigating a wide nature of pandemic related hurdles - Partnered and trained the Tech savvy Retail Store Leaders as POS Subject Matter Experts - Piloted the 4 week internal Coaching and Mentoring program
lululemonProduct Owner - POS, North America
Aug. 2019 - Jun. 2020Vancouver, Canada AreaWorking on the Point of sale system for North America.
Capilano Suspension Bridge Park - Capilano GroupAssistant Guest Services Manager
Apr. 2018 - Apr. 2019Vancouver, Canada AreaAssistant Guest Services Manager at Capilano Suspension Bridge - Developed team efficiency projects such as the introduction of a digital working log book and a daily huddle to increase communication between the leadership team - Led a team of up to 50 team members through peak seasons who worked cohesively as a team when the park hit an all time record of 10,000 visitors in just one day - Focused on operational excellence in all areas of the Park - Development of an educational guest engagement nature walk app - Annual forecasting of departmental budget including labor optimization and projects - Strategic planning for the year including a review of the company mission statement, forecasting labor for the year, pitching new projects into the coming budget etc. - Responsible for Park operations; decision making in critical incidents or partial closures - On busy days, the Park hit an all time record of 10,000 visitors in just one day
Grouse MountainTravelled Asia / Reloacted to Vancouver / Snowboard Instructor
Jun. 2017 - Apr. 2018Vancouver, Canada AreaAfter travelling through Asia, I relocated to Vancouver and worked the Winter Season as a snowboard instructor and snowshoe guide at Grouse Mountain. - I gained my PADI Scube diving certification in Malaysia - I gained my CASI Level 2 and Park Level 1 Certification
Sainsbury'sProduct Manager
May. 2016 - Jun. 2017London, United KingdomSainsbury's Supermarket was the second largest supermarket chain in the UK in 2017 (market share). My focus was to improve and innovate the products that the customers services teams were using to make them more efficient and to help give our customers a better service. - Stabilized a CRM product into a business as usual state within 3 months of joining through extensive backlog prioritisation and introducing agile ceremonies - Worked alongside the Marketing team to establish the product roadmap - Led daily skype calls to collaborate and check in with a team working offshore in India - Reduced average call handling times for a new call centre agent by 24 seconds under the target of 393 seconds, achieved by overhauling the user journey and user experience - Recuperated an average of £470k each quarter by developing a system that could auto-populate the supplier information from a customers complaint, started with a minimum viable product as quickly as possible as we knew there was a huge loss of revenue in this area - Launched a pilot project to streamline access to a customer service tool via an app which involved inception of the idea through to launch and several layers of user acceptance testing to learn from feedback and use this for future product iterations - Volunteered in a project to design a "Product Manager fundamental skills training programme" for new Product Managers joining the company. Extensive research was undertaken and focus groups were held to determine areas in most need of training within Sainsburys - Arranged and hosted a "Product Away day" with guest speakers and group learning activities where 80 Product Owners, Product Managers and Senior Product Managers attended the day
Sainsbury'sProduct Manager
May. 2016 - Jun. 2017London, United KingdomSainsbury's Supermarket was the second largest supermarket chain in the UK in 2017 (market share). My focus was to improve and innovate the products that the customers services teams were using to make them more efficient and to help give our customers a better service. - Stabilized a CRM product into a business as usual state within 3 months of joining through extensive backlog prioritisation and introducing agile ceremonies - Worked alongside the Marketing team to establish the product roadmap - Led daily skype calls to collaborate and check in with a team working offshore in India - Reduced average call handling times for a new call centre agent by 24 seconds under the target of 393 seconds, achieved by overhauling the user journey and user experience - Recuperated an average of £470k each quarter by developing a system that could auto-populate the supplier information from a customers complaint, started with a minimum viable product as quickly as possible as we knew there was a huge loss of revenue in this area - Launched a pilot project to streamline access to a customer service tool via an app which involved inception of the idea through to launch and several layers of user acceptance testing to learn from feedback and use this for future product iterations - Volunteered in a project to design a "Product Manager fundamental skills training programme" for new Product Managers joining the company. Extensive research was undertaken and focus groups were held to determine areas in most need of training within Sainsburys - Arranged and hosted a "Product Away day" with guest speakers and group learning activities where 80 Product Owners, Product Managers and Senior Product Managers attended the day
Intelligent People LimitedProduct Management Recruitment Consultant
Oct. 2014 - May. 2016St Albans, United KingdomIntelligent People place the industry’s most talented Marketing, Product Management and eCommerce professionals within leading Online and New Media Organisations. - Managed stakeholders expectations through influencing and negotiation - Built relationships with Directors / Founders / CEO’s etc. from large companies and small start ups alike - Led client meetings to discuss requirements for positions they wished to fill - Met candidates to guide them through the interview process and help them prepare - Exceeded 2015 target by 160% and won salesperson of the quarter - Selected to represent the company at Mind the Product and Product Tank events
DirekTek DistributionProduct Manager - Promoted from Junior Product Manager after 6 months
May. 2013 - Sep. 2014High WycombeDirekTek work with retailers such as Amazon or Tesco to fulfil customer orders of electronic goods. The customer ordered on the retailer platform none the wiser that DirekTek were receiving and despatching the order. - Scaled the business by minimising manual labour and human error though end to end management of several digital products - Coordinated and executed the delivery of the Product Roadmap through close collaboration with the Senior Leadership team - Introduced company-wide Agile methodologies (including the implementation of Trello) - Launched an SMS system to replace manual calls saving 4 hours of manual labour per day and increasing customer satisfaction by 80% - Saved £1000+ per month by transforming the customer order data migration process to three clicks to reduce human error and speed up processing times - Launched bespoke digital products to upload mass product information and images - saved 10+ hours of manual labour per week and increased sales by > 20% on these lines 7 - Increased sales over 10% by enriching the product information and introducing a 360° video of the product - Launched a new version of our back end platform to enable a single customer view which included delivery information, this allowed the team to identify when delivery information was missing and chase this before the customer was aware - Decreased employee churn rate by over 50% for a department that struggled to retain staff due to the above digital products that reduced boring manual tasks to a minimum - Increased product sales in the mass retail department by 25% in Q1 and 38% in Q2 compared to the previous year due to the above digital products
Northumbria UniversityFinished final year of degree – achieved 1st class honours
Sep. 2012 - Apr. 2013Newcastle upon Tyne, United Kingdom
Vauxhall Motors LtdProduct Owner - Fleet Department FTC
Jul. 2011 - Jul. 2012Griffin House, Luton• Released a new car configurator tool for Fleet drivers • Launched an app to clock business mileage/expenses with data download functionality • Developed a digital information platform to aid staff with marketing data / materials – increased usage by 50% (Omniture) • Produced short video stings to be used at events to raise the brand profile • Implemented a digital survey at events to increase data capture by over 50%
Universite Pierre-Mendès-FranceInternational study
Jan. 2011 - Jul. 2011Grenoble Area, FranceI studied abroad for my final semester of Year2 at University. I studied with a variety of international students, learning their business customs and traditions.
BUNACMarketing Executive
Sep. 2010 - Jan. 2011Newcastle upon Tyne, United KingdomBUNAC are a work and travel abroad organisation.
Harrow CouncilLeader in Charge - Promoted from Play Leader
Jul. 2007 - Sep. 2009Harrow, United KingdomPlayscheme is a childrens activity camp run throughout school holidays.
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