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A passionate and driven digital product manager with over 10 years of experience in product development, customer service and digital transformation programs across ecommerce and contact centres.
Victoria (Tori) Marigold-Clark
,
Wrexham, United Kingdom
Experience
Other titles
Skills
I'm offering
As a leader and expert in customer care, I put people at the heart of product and service design. My focus is to build, execute and evolve outstanding products by collaborating with cross-functional teams to drive innovative technology solutions, using data and user driven insight to achieve the best possible experience.
I’m tenacious and positive, with exceptional communication and stakeholder management skills. I translate user needs into robust solutions, all while delivering value, return on investment, business benefit and importantly, customer satisfaction. I achieve this by applying my knowledge of agile and lean principles, and various project and solutions methodology, all drawing on experience gained from my roles in the UK and offshore.
My ideal working environment is collaborative, fast paced, agile, customer centric and people focused with a flexible working culture
I’m tenacious and positive, with exceptional communication and stakeholder management skills. I translate user needs into robust solutions, all while delivering value, return on investment, business benefit and importantly, customer satisfaction. I achieve this by applying my knowledge of agile and lean principles, and various project and solutions methodology, all drawing on experience gained from my roles in the UK and offshore.
My ideal working environment is collaborative, fast paced, agile, customer centric and people focused with a flexible working culture
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2017 - 2019
job
Product Manager
Digital Customer Care.
(UK), Cape Town (SA)
Skills - Professional
• Engagement & strategy
• Programme and project governance
• Leadership & influence
• Cost efficiency
• Planning, implementation & delivery
• Business involvement
• Change & transformation
• Effective prioritising & multitasking
• Negotiation & stakeholder engagement
Agile & scrum proficiency
User research and story creation
Project management
Customer journey mapping
Insight & analytics
Data management & analysis
Skills - Technical
Skills - Professional
• Engagement & strategy
• Programme and project governance
• Leadership & influence
• Cost efficiency
• Planning, implementation & delivery
• Business involvement
• Change & transformation
• Effective prioritising & multitasking
• Negotiation & stakeholder engagement
Agile & scrum proficiency
User research and story creation
Project management
Customer journey mapping
Insight & analytics
Data management & analysis
Skills - Technical
Project Management, Scrum, User research, Research, Agile, Data management, Product Manager, Leadership, Management, Analytics, Implementation, Transformation, Manager
2016 - 2016
job
Product Owner - Digital Customer Care
Capita SA.
and Manchester
• SAFe Certified Product Owner - Scaled Agile
• Advance Certified Scrum Product Owner - Scrum Alliance
• Agile Product Management black belt - M&S
• Full Driving licence
• Piano, Saxophone, Singing, Music Theory - Associated Board Royal School of Music Grades 1-8
• SAFe Certified Product Owner - Scaled Agile
• Advance Certified Scrum Product Owner - Scrum Alliance
• Agile Product Management black belt - M&S
• Full Driving licence
• Piano, Saxophone, Singing, Music Theory - Associated Board Royal School of Music Grades 1-8
Scrum, Product Management, Agile, Product owner, Management, Safe, Music
2012 - 2014
job
subject matter expert
unknown.
for customer services during a 3 year, £150 million programme delivering the in-house web, order management and contact centre platform to transition away from the Amazon solution M&S had been using for the previous 7 years. The biggest transformation program of its kind for Retail in European markets. My remit included:
• Leading multiple and cross-functional business and IT teams to document the 'as-is' business processes, and redesign for the 'to-be' solution assessing business impact and risk.
• Planning the building, testing and implementation to deliver the new contact centre infrastructure and systems to a Genesys based telephony system and Customer Relationship Management application solution, as well as the Order Management work stream, delivering an IBM Sterling Commerce platform into M&S to route all store, web and contact centre orders to multiple distribution centres to the customer.
• Setting up the testing teams and leading the model office during Beta phase and managing the transition to go live until these were handed over to the BAU operations.
• Training the trainers on the new systems and process
https://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/10647939/Marks-and-Spencer-launches-new-website-to-replace-Amazon-platform.html
Best Implementation of AI in Customer Services
• Leading multiple and cross-functional business and IT teams to document the 'as-is' business processes, and redesign for the 'to-be' solution assessing business impact and risk.
• Planning the building, testing and implementation to deliver the new contact centre infrastructure and systems to a Genesys based telephony system and Customer Relationship Management application solution, as well as the Order Management work stream, delivering an IBM Sterling Commerce platform into M&S to route all store, web and contact centre orders to multiple distribution centres to the customer.
• Setting up the testing teams and leading the model office during Beta phase and managing the transition to go live until these were handed over to the BAU operations.
• Training the trainers on the new systems and process
https://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/10647939/Marks-and-Spencer-launches-new-website-to-replace-Amazon-platform.html
Best Implementation of AI in Customer Services
Transformation, UP, Processes, Go, Redesign, Web, Office, Ai, Amazon, Testing, Infrastructure, Html, Implementation, It, Website, Finance, Management, Training, Operations, Retail, HTML/CSS/Javascript
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