Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Frasers GroupProduct Leader (Mobile Apps & Customer)
Sep. 2024Accountable for monitoring app engagement metrics i.e. app stickiness and key performance indicators (KPIs), establishing the app as a central platform for enhancing customer retention and maximising customer lifetime value Transforming the app into the core of a phygital experience, seamlessly integrating in-store and online interactions through comprehensive omni-channel strategies. Implementing a unified loyalty program across fascias that rewards customers across all touch-points, enhancing engagement and fostering long-term relationships
YOOX NET-A-PORTERHead of Product - Strategic Initiatives NAP and MRP (Loyalty)
Jan. 2024 - Sep. 2024•Led the launch of a cross-platform loyalty rewards programme, resulting in a 3% increase in customer retention and a 10% rise in average order value.
•Developed and owned the product strategy for the loyalty program, resulting in a 30% increase in customer lifetime value (CLV).
•Established success metrics and aligned team efforts through OKRs
•Managed the business case and return on investment (ROI) for the loyalty program, demonstrating a 2x ROI within the first six months post-launch.
•Introduced a unique selling proposition (USP) tailored for luxury consumers, differentiating the program in the market and attracting high-value customers
YOOX NET-A-PORTERLead Product Manager - Commerce
Nov. 2021 - Sep. 2024• Managed a team of two Product Managers to enhance checkout and payment experiences, achieving a 10.5% revenue increase through optimised processes.
• Integrated finance, UX, commercial, and market research into business cases, aligning product strategies with business objectives and ensuring data-driven decision-making.
• Owned checkout and payments strategy across web and mobile (iOS/Android), contributing to a 15% improvement in conversion rates by streamlining payment flows.
• Prioritised full-stack initiatives, defined objectives, and measured outcomes, leading to a 5% reduction in cart abandonment rates through targeted optimizations.
• Launched new payment and checkout features leveraging cutting-edge technologies, enhancing user experience and increasing customer satisfaction.
• Drove A/B testing roadmap, reporting learnings to product forums, with tests yielding average conversion rate improvements of 3-5%.
YOOX NET-A-PORTERSenior Product Owner - Operations & Finance , Buying & Merchandising
Jul. 2020 - Nov. 2021
YOOX NET-A-PORTERSenior Product Owner - Commerce (Luxury Division, MRP & NAP)
Jun. 2019 - Jul. 2020London, United Kingdom
YOOX NET-A-PORTERProduct Owner - My Account (Luxury Division, MRP & NAP)
Feb. 2018 - Jun. 2019London, Greater London, United Kingdom
LEBARA MONEY LIMITEDProduct Manager - Web and App
Mar. 2017 - Feb. 2018
WongaProduct Owner
Sep. 2015 - Mar. 2017London, United Kingdom
Hult International Business SchoolProduct Manager
Aug. 2014 - Sep. 2015London, United Kingdom• Manage end user (staff, students and faculty) product requirements and document these in a product specification for business stakeholders
• Lead data insights project and collate all reporting requirements from business stakeholders and work with developers to implement reports on Tableau and other BI reporting tools.
• Gain knowledge of analytical tools for web activity such as Google Analytics • Maintain and prioritise the product backlog for each product on JIRA.
• Manage sprints, clarify resourcing and prioritise work. • Be the principal contact point for, and maintain strong relationships with, end-users across all user groups (students, staff, faculty). • Manage implementations and integrations for 3rd-party tools and oversee relationships with third-party vendors.
LebaraJunior Product Manager
Oct. 2013 - May. 2014London, United Kingdom• Work with key stakeholders to proactively contribute to the changes to existing Prepay Voice and Data products to improve customer experience and increase efficiencies. • Take ownership of product and review the product design.
• Creation of end to end designs for new product and propositions.
• Create product definition in the OCS for multiple countries
• To support business as usual changes in Products and Propositions.
• Identify and escalate issues in a timely manner to the Senior Management.
• Co-ordinate and work alongside testing resources to achieve objectives within project timescales
• Manage incident classification during testing with vendor, internal and external parties and report progress accordingly
• Facilitate in bringing up ideas for Products and Propositions in all Markets.
TruphoneJunior Product Manager
Dec. 2011 - Oct. 2013Tower hill- Successfully launched features such as Voicemail, Call Forwarding for business and consumer customers
- Supported the delivery of product roadmap planning of handsets and other devices
- Responsible for providing the sales team with the necessary technical expertise to enable them to sell the product. This involves printed and electronic promotional material, product training, and relevant clinical papers.
- Responsible for reviewing product data to ensure that the field force is kept up to date on new developments regarding the companies or competitors products.
- Act as point of first reference for all product related enquiries and work collaboratively with colleagues - Responsible for preparing product forecasts mainly in Devices and Other Hardware
- Ensure proactive management on key initiatives within the Service Improvement agenda
- Prepared, reviewed and distributed reports, feedback, analysis, and other market data
- Ensured product and price are effective for generating revenue for the business by liaising with Commercial team and doing some market research, mainly on devices
- Understood customer needs by liaising with Sales Teams and gathered customer requirements
- Specialised in content management of global customer communications such as SMS, Emails etc. for business and consumers
- Worked alongside global country managers and marketing managers and helped drive the delivery of requirements and prioritisation of these
- Project managed own products in the business and successfully met critical deadlines
TruphoneJunior Technical Business Analyst
Jan. 2011 - Dec. 2011- Gathered requirements from various stakeholders in an agile environment
- Participated in workshops to gather user stories
- Specialised in assisting portals and CRMs such as Salesforce.com
- Documented specifications with detailed requirements and use cases
- Worked with financial analysts on business processes.
- Controlled change management processes using Jira
- Created process diagrams using Microsoft Visio
TruphoneSales Operations Administrator
Jul. 2010 - Jan. 2011Supported sales team with invoicing issues
Provisioned B2B orders for clients Acted as a central point for finance and operations
TrigoldIndustrial Placement - Technical Services Advisor
Sep. 2008 - Sep. 2009On call support , Problem analysis and solution design to application
Assisted second line support in contacting customers
Incident management using CRM and data upload to Microsoft Access database
Intch is a Professional Networking App for the Future of WorkSee more people like Shilpa on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1026939 people
15
Managing Director @ Streamfield Business Support
16
Senior software engineer
20
Project and business Manager
163964 people
16
Founder, CEO @ Loop
16
Project Manager @ Vodafone
16
Brand ambassador