Mohammed Azber BhattiPeacock House, Peacock Lane, Wokingham, Berkshire RG40 3DD

Tel: +44 7745959611 ■ E: azber.bhatti@btconnect.com ■ W: http://uk.linkedin.com/in/mbhatti

Project Management/Customer Experience/Ecommerce/ Digital Marketing ProfessionalA/B Testing, P&L Accountability, Online Sales & Product Marketing, Vendor Management, Analysis, Agile

Experienced Ecommerce, Customer Experience, Product Marketing and Channel Sales Manager recognised for exceeding sales targets and objectives through strategic planning, effective relationship management capabilities, and innovative marketing programs. Extensive experience in online sales and marketing with commercial and P&L accountability, global marketing strategy, business analysis/report development, and eCommerce systems implementation responsibilities. Responsible for planning and implementing online merchandising, social marketing, direct marketing, banner advertising, project management, product launches, Working in an Agile environment. promotions, affiliate marketing, and SEM/SEO activities.

MAJOR ACHIEVEMENTS I have successfully delivered a new integrated eCommerce solution for BlackBerry with a creditable partner, a

fully hosted commerce solution for shopblackberry.com. Working with systems integration, supply chain, demand planning, legal, taxation departments to name a few.

Lead a scrum team of 8 people to deliver a 30% decrease in call-centre volume on Service Status page. Over 7 years of eCommerce, online marketing and project management experience complemented by 12 years

of retail sales experience Revenue responsibility of up to £20 million; have grown key metrics such as online site traffic and conversion

rates, social marketing return on investment, and retail audits up to 300% annually PlayBook sales promotion with over 30,000 units sold in one week, revenue of $9m Managed direct reports of up to 12 people, led matrix organization of up to 50 people, and managed

outsourced vendors and agencies’ creative, technical, account management, and executive teams Responsible for growing region from 8 web-stores to over 17 with 3 month period Pan European experience building partnerships and strategies that are unique to the countries/regions

KEY SKILLS Working with companies to improve the Online Customer Experience to deliver a best in class optimised

experience in an Agile environment. Management experience of small scrum teams including developers, designers, production and UX specialists. Understanding of Digital Marketing, Customer Journeys, Optimising, Mobile and Social Media. Desire and drive to succeed, with a reputation for achieving goals in short timeframes. Skilled at assessing client and consumer needs, recommending strategies that enhance efficiency and maximise

ROI, implementing cutting-edge technology solutions, and training and supporting end users. Networking to build relationships with key and influential stakeholders within organisations. Integrate strong leadership skills with a positive, optimistic style that effectively motivates staff, peers, and

management

PROFESSIONAL EXPERIENCEConexus 09/2015 to PresentBusiness Analyst/Consultant

Short term contract working with customers to understand and discuss their eCommerce business requirements on the Hybris platform. Responsible for owning the functional aspects of the client delivery solution, providing realistic services estimates pre sales and post discovery. Engage full time on a customer project to provide the link between the customers business teams and the client’s delivery team. Demonstrate thought leadership and become the clients trusted advisor

Three 09/2014 to 01/2015Digital Execution Manager

Responsible for the digital execution of all of Three's commercial activity on all the platforms (three.co.uk, My3, Planet 3, three app-iOS, android, windows). Assessing the business objectives of a change or new brief and then building an execution plan that will achieve the objectives. Using Omniture to track standard digital metrics like click-through rates, drop-out rates, page views and other metrics to devise an execution plan.Understanding of the customer journey including the purchase consideration window and will make use of all the digital platforms. Working closely with content marketing team to make sure our standard executions have a high quality of content that improves our SEO. Executing customer support activity including all price and tariff changes, device copy and content changes, device launches, supporting the commercial teams with merchandising suggestions based on analytical results and best practices. Cross functional working with various internal team including Go To Market, Devices, Social Media to name a few.

SKY 05/2014 – 09/2014Senior Customer Experience Manager/ Product OwnerReporting to the Head of e-Experience, responsible Customer experience manager working across Sky.com optimising and enhancing our key Customer journeys for In-life broadband customers. Focusing on the customer journeys that provide vital information to customers on various top brand sites to increase the customer’s knowledge and help them to self-serve online, using A/B testing to improve conversion rates and make improvements in an iterative way.

Working on projects that affect the KPI’s within an Agile environment, leading virtual teams (spanning technology, creative and UX) whilst ensuring continuous improvements to provide the best possible customer experience.

Key responsibilities include: Leading agile scrum teams to continually optimise and enhance the E-Experience for Sky Broadband

customers. Responsible for In-life Sky Broadband customers Tasked to drive adoption of online self-serve, showcasing My Account, Service Status any My

Broadband sections of the site and drive down calls volumes. Improving customer journeys using analytics and call centre data. Implementing Live Chat at the right point of customer’s journey to help them complete their task as

required. Working with Call-centre staff to understand issues faced by customers and then implementing design

changes to increase conversion online. Engaging with customer focus groups to gain a better understanding customer journeys and flows to

deliver prototype designs with UX and Design teams

Managing the KPI’s for their particular journeys / experiences using A/B Testing, getting customer to login into their account to get more benefits and features.

Ensuring their experiences / journeys are joined up with other digital experiences and journeys by liaising with Director and Heads of across the business as well as teams such as Technology, creative and UX and other PM’s and BA’s.

Collaborating with delivery teams, stakeholders and subject matter experts. Ensuring the right tracking and measurement tools and methodology is in place to ensure they know

their Customers, experiences and journeys inside out. Underpinning data driven change and optimisation.

RAC 12/2013 – 04/2014Online Product & Marketing ManagerReporting to the Head of Online and Brand Licensing, responsible for product and online marketing for the RAC Shop, developing a marketing & promotional strategy to grow sales and increase on-site conversion. Working with UX teams to deliver a world class customer journey and increasing the eCRM database. Analyse category and product performance (sales and margin) and created new categories targeting RAC database with compelling product range and offersWorking with Social Media and marketing teams to help promote the RAC shop and its products via daily communications and using the “RAC Patrol Recommends” tag lines.Leading initiatives to increase SEO rankings by creating information led offers, including Car MOT tips.

Getty Images 03/2013 – 10/2013Senior ECommerce ManagerResponsible for project managing regional activities for all of Getty Images E-Commerce platforms and to work with key stakeholders to consult and proactively advocate for regional E-Commerce best practices and maximizing revenue and margin and driving improvement in conversion.Helping the organization to better understand how users in different locales view webpages, search for content, and transact online through research, analysis of current metrics, and understanding of Ecommerce best practices in different countries and regions. Partnering with cross-functional teams including Regional Sales, Regional Marketing, Localisation, Technology, Product, UX, and Analytics to define and manage projects and realize the vision of an online store. Main focuses on projects which help improve our Ecommerce sites’ regional performance. Job responsibilities include:

Develop deep understanding of Getty Images' Ecommerce channel, recommend ways to drive improvements Drive initiatives that impact our Ecommerce sites’ landing pages, search experience, and transactional workflow

for key international countries and regions Write business requirements documents (which serve as a bridge from high-level business requirements to the

functional specification) and ensure clear communication and coordination of requirements to the business, design, and development teams. Requirements should be based on intimate knowledge of the product, space, existing data analysis, current customers and non-customers (prospects and competitors).

Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.

Establish the product mission, goals, and supporting business metrics and indicators for success. Research and identify new opportunities for Getty Images to further distinguish itself as the clear leader in

offering a wide range of Digital content for its breadth of customers.

Research In Motion / BlackBerry 08/2008 – 03/2013ECommerce Channel Manager, ShopBlackBerry.com

Responsible for running BlackBerry’s B2C Online store selling tablets and accessories to all regions including UK, EU, Middle East and AsiaResponsible for driving traffic, increasing conversions, and growing revenue for BlackBerry PlayBook tablet and BlackBerry Accessories products. Accountable for P&L, marketing, sales, and operations for EMEA and APAC regions, and strategic planning, marketing, and eCommerce functionality globally.Implemented brand new eCommerce system including UX redesign; product catalogue refresh including images, descriptions, and translations; and new back-end operational tools. Launched 16 new stores servicing 45 countries in all major geographies, managing outsourced vendor’s technical staff and RIM employees in local offices globally – top countries include UK, Saudi Arabia, UAE, India, Singapore, Australia, South Africa, France, Italy, Spain, Netherlands, Germany. Manage network of vendors and agencies for marketing, translations, and eCommerce requirements. Manage the relationship with country Managing Directors and their Marketing and Channel Sales teams in each of the key regions across EMEA and APAC, and setup Partnerships and “Third Party Agreements” with product vendors, eg OtterBox, CaseMate and Vaja to name a few, to develop a new revenue stream for RIM via the stores.Marketing responsibilities include creating tailored online merchandising plan (cross-sell, up-sell) for each regional store, social marketing via Facebook and Twitter, affiliate marketing, direct marketing, holiday promotions, banner advertising, and SEM/SEO. Use these marketing programs to optimize key eCommerce metrics such as traffic, conversion rates, bounce rate, and other relevant stats with end goal to achieve aggressive sales targets.Other responsibilities include managing financial/sales reporting, modelling, analysis, and recommendations to RIM’s Ecommerce business, which i then use to help grow regional stores and capitalise on sales and marketing opportunities. Responsible for data analysis using web analytical tools such as Google Analytics and Omniture, and inventory management, demand forecasting, and shipping. Also work with product manufacturers such as Otterbox, Bury, iGrip, and SanDisk to build a comprehensive portfolio of complementary products to sell on the online store.

MAJOR ACHIEVEMENTS: Responsible for P&L and budget for $2MM international eCommerce business Increased proportion of international sales to global eCommerce business by 250%, while increasing

average order value by 400% and reducing bounce rate by 80% Responsible for running a PlayBook promotion over thanksgiving holiday which generated over 30k

PlayBook orders and over $9m in PlayBook sales. Record orders for both PlayBook and Accessories in any given week, over $3m Led first-of-its-kind Facebook commerce promotion, increasing visitors and sales by 30% Increased regional revenue share from 18% to now over 54% Managing outsourced vendor’s executive and development teams to implement brand new eCommerce system Built impactful relationships with Sales and Marketing peers and directors across EMEA and APAC

regions Establish an understanding of the local markets and cultural trends in key regions across the world Reduced shipping charges to consumers by 50%+ by forming relationships with couriers and fulfillment

vendor

Orange 06/2007 – 08/2008Accessory Manager, Online Sales, Orange Mobile Online Shop

Managed online sales of Accessories for the consumer, small business, and home segment in line with volume and margin targets. Purchased and ranged accessories on multiple online stores. Responsible for managing supplier, distributor, and manufacturer relationships, influencing strategic business decisions that impact sales in the shop. Worked in collaboration with technical teams to enhance online store’s functionality to increase traffic and conversions.

MAJOR ACHIEVEMENTS: Increased revenue and unit sales by 60% by introducing innovative marketing programmes Named as #1 network accessories store in 2008, overtaking O2 and Vodafone for revenue generated Introduced new product lines and categories to grow sales in mobile and computing sectors Introduced Gift With Purchase scheme, offering gifts such as iPod Touch, Xbox 360, LCD Televisions to customers

as an incentive to purchase mobile phones Managed relationships with distributors, including 20:20, Modelabs, Avenir, Frequency Telecom, Strax, Vivanco

Online Sales Executive – Small & Medium Enterprise Accounts 03/2006 – 06/2007

Supported the delivery of the online Small & Medium Enterprise (SME) acquisition and upgrade performance objectives. Ensured that propositions and handset pricing is competitive and marketing activity drives customers to the site in sufficient numbers to achieve sales targets.

MAJOR ACHIEVEMENTS: Led significant growth, increasing online sales more than 300% Used retail experience in B2B sales and successfully applied to online channel Responsible for implementing and driving volume discounts on handsets and accessories to small businesses

EDUCATION & TRAINING

Glasgow University, Glasgow, Scotland 1991-1995 BSC Honours Computer Science

Stow College, Glasgow, Scotland 1989-1991Scotvec Modules, 32 modules in Science and Technology

Research In Motion 2008 - 2011Management Training Courses

IAB Digital Foundation Training BlackBerry Sales Excellence QA Project Management for Non-Project Managers EMEA Cultural Training – Doing Business in Middle East, APAC, Northern Europe, and Southern Europe