Emma Forward

Working with eCommerce agencies and directly with online retailers such as Jo Loves, House of Hackney, Apricot Clothing, The Beano, Bridge Theatre, G. F. Smith & National Portrait Gallery to make eCommerce sites work harder and perform better. Short and long-term support on eCommerce strategy. Optimisation and re-platforming, particularly project managing Shopify Plus, Adobe Commerce & Centra builds.

Manage all aspects of shop.royalacademy.org.uk (Magento) and the eCommerce team of three. Lead cross-functional initiatives with Marketing, Digital, IT, Exhibitions, Legal, Strategy, as well as Buyers, Merchandisers and Publishing. Brief both external Magento and EPoS developers to effect improvements to reporting, functionality, customer experience, fulfillment and conversion rate. Manage fortnightly agile sprints via JIRA. Key Achievements: Invited onto the panel of eCommerce experts at Sage Summit 2017: Driving the Clicks Q&A Finalist for the Association of Cultural Enterprises Most Innovative Enterprise Award Feefo Gold Trusted Service award 2017 winner Increased online revenue by 49% YoY Introduced Feefo reviews; GA event showed customers were x10 more likely to convert if they have read a product review Implemented abandoned checkout and basket capture Led the re-design with two main objectives - to bring the shop site's look-and-feel in line with the main RA brand guidelines and to launch Art Sales as a separate store view on the same subdomain Managed successful migration from one Magento agency to another, including writing the tender documentation, selecting the successful agency, liaising on initial code audit, contract negotiations and implementing migration and test plan PPC: Reviewed previous campaign history, added Google Remarketing code to the site and developed Google Shopping feed Implemented RA's first fully integrated POS app for use at art sales events and drop shipping from physical RA stores Use Optimizely, Site Gainer and AB Tasty to make data-driven CRO decisions on taxonomy and design changes via split tests Implemented Nosto, a personalised product recommendation supplier Launched the RA's first ever affiliate programme (Rakuten), requiring senior stakeholder buy in

- Carried out B2B e-mail marketing campaigns via Constant Contact for client retention and acquisition - Wrote and distributed press releases for titles such as Publishers Weekly, Dazed & Confused and The Spectator - Compiled Google Analytics reports to analyze the effectiveness of website - Launched and managed the Exact Editions tumblr blog - Wrote marketing blurb for new titles in HTML - Organized a digital publishing event at the British Library, with delegates from publishing houses such as BBC, The Guardian and ShortList - Introduced and maintained social networking presence on Twitter and Facebook

- Managed content and quality of material on the NLA database – both print and online - Headed weekly conference call with offshore data preparation team - Worked closely with newspapers (the content suppliers) and press cutting agencies (the clients) - Project managed the onboarding process of the NLA’s first international titles – Le Monde and The Australian. This involved liaising with the NLA IT and Client Services teams, the publishers and the processing plant in Chennai to ensure the XML feed was set up on time - Proofread articles and produced regular text quality and article reprocessing reports on Excel - Tested new page segmentation software and put together a proposal for a more detailed form of article categorisation. I proposed an alternative processing plant to drive costs down, whilst maintaining the high quality article PDFs, XML files and JPEGs expected - Assisted International Client Services with ad-hoc French and German translation.

I undertook bibliographic research, using Nielsen BookData and Pubeasy, telesales and generated invoices with Booksolve. I also liaised with publishers and distributors such as Bookpoint and Littlehampton Book Services and co-ordinated orders for clients such as London Business School, House of Lords and College of Law.

Proofread and edited 22 module booklets for long distance BA in Early Childhood Studies, in time for the new academic year.