Steve Hough CMgr MCMI

Head of eCommerce, EMEA

Hope and Despair Ltd

Hope & Despair, a brand dedicated to creating a guilt-free space for individuals seeking positive change. We believe in the power of hope, inspiration, and collective action to combat pressing environmental challenges such as climate change, biodiversity loss, pollution, energy dependancy, and food security.

Our brand ethos revolves around fostering a sense of optimism while acknowledging the reality of the environmental crisis we face. We understand the importance of confronting despair, but we firmly believe that hope can be the driving force behind transformative action. With this mindset, we curate a diverse range of products and initiatives that align with our core values.

Founder and Director

Steamforged Games Ltd

Managing the global B2C and B2B web stores on the Shopify Plus platform.
Improving CX to drive conversion in line with business strategy.
Increase key metrics using best practice, CRO, analytics to provide data driven improvements.

Head of Ecommerce

Fiskars Group

Previous role titles: Business Systems Analyst Digital Commerce, Product Owner of SAP CX / Shopify

Overall ownership and responsibility for planning, development and program delivery for eCommerce aligned with business strategies. 

- Supporting 7 global D2C brands and local market initiatives
- Responsibilities varies from strategic level to solutions’ details related management. 
- Acting as the single point of contact for internal and external stakeholder groups. 
- Leading expectation management and secure the capabilities to achieve agreed development and targets. 
- Responsible for eCommerce related solutions development across Fiskars brands globally. 
- Leading solutions’ continuous development, ensuring that their configuration and design meet requirements e.g. for high performance, maintainability, scalability and security. 
- Translating detailed business requirements into workable solutions, needed documentation, action plans or project proposals to drive Fiskars strategic targets. 
- Leading the roadmap and planning in collaboration with key stakeholders and understanding of cross corporate operational areas.

Solution Manager, eCommerce & CMS

Responsible for overseeing all aspects of operations, merchandising and marketing for the eCommerce channel and our brand websites which includes:

P&L responsibility for EMEA direct eCommerce business for Fiskars Living brand portfolio which includes Wedgwood, Waterford, Royal Doulton, Royal Albert

- Manage the P&L of all eCommerce sites to deliver budgeted revenue and profit.
- Ability to improve Sales and ROI in a non-discount/luxury environment on a day-to-day basis.
- Identify, develop and execute online initiatives to support the growth of the company's brands and digital footprint.
- Identify and road-map and manage all site improvements, fixes and upgrades.
- Manage all third-party/agency relationships.
- Oversee all eCommerce marketing activities (Email, Paid Search, Retargeting, Affiliate, SEO etc).
- Oversee all eCommerce operational activities including Customer Service and Warehouse order fulfilment and delivery.
- Develop promotional calendars to support product introductions and seasonal/holiday sales.
- Develop and implement strategies to increase customer acquisition, re-engagement and lifetime value.
- Develop and manage the eCommerce team.
- Support the business in other areas of digital development.

WWRD Holdings Limited

Lead day-to-day website management including order fulfilment, web customer service processes, daily site fixes and management of ongoing eCommerce development projects.

- Lead the prioritisation, implementation and continuous improvement of all eCommerce back-end processes
- Lead the project management process and define project management best practices
- Work closely with eCommerce platform vendor (Venda) to implement bi-annual platform upgrades and ongoing customisations
- Work with local IT team to plan and implement new back-end upgrades and system changes
- Facilitate best practice sharing with Global eCommerce Teams
- Establish eCommerce operational strategies by evaluating trends; establishing KPI metrics and productivity metrics and customer service strategies
- Plan eCommerce operational projects with 3rd party vendors evaluating proposals, estimating order of magnitude and costs and calculating resources required and cost/benefit relationships
- Complete projects by monitoring progress, evaluating milestone conclusions and assumptions, preparing results and conclusions, recommending management actions
- Define annual eCommerce Operational Strategy, costs and timelines
- Create and manage an eCommerce operational budget

eCommerce Operations Manager

Internet & Brand Communications

Josiah Wedgwood & Sons Ltd

Database & eCommerce Assistant

Enhance the digital representation of the Wedgwood bran in the European market and maintain the image library.

- Management of the maintenance and administration for the Wedgwood website
- Development of a tableware collection micro-site with an ongoing programme of updates to support the key range
- Development, as required, to other European websites
- Production of a calendar of development plans for the various websites operated from the European division
- Ensuring cost effective and to deadline provision of images to retails customers, external agencies, media etc in all formats
- Management and maintenance of the European division image library in all formats
- Production of launch packs to support product and promotional launches as required by the European Marketing team

Internet & Graphics Assistant

Providing dedicated support to ensure increase efficiency and accuracy across all areas of the central Brand Marketing team.

- Systems expert across all of central Brand Marketing team
- In house production of support material
- AS400 data management
- Technical / computer technical support
- Collation and issuing of market packs
- Product Portfolio maintenance
- Central co-ordination of relevant financial information i.e. business cases, design briefs
- Samples co-ordinator for trade shows and International Marketing Meetings

Category Coordinator

Passionate about digital transformation, eCommerce and marketing within businesses today and how to reach customers in a meaningful way.

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