About Me
Hello! I'm Shiv. A digital and data devotee - with a demonstrated history of working in the highly regarded digital teams, creating ambitious work with amazing people.
I take pride in my work and believe in trust, transparency and creating an environment for creative minds to thrive and find new and creative solutions.
Customer experience
I believe in starting from the end result of customer experience and what we can do today and incrementally what can be delivered to achieve it.
Personalisation
Customers are overwhelmed by targetted marketing campaigns and they have very little time to read and understand the content/offers. Personalised content strategy brings a different perspective to already over-crowded digital channels.
Optimisation
There is always an opportunity to optimise a platform and it's capabilities, content and processes. Data is the key to optimisation and I have experience in using Adobe Analytics, Google Analytics, Splunk and Salesforce Marketing Cloud to find data and convert it into actionable items to achieve the desired goals.
Skills:
- Digital Production
- Digital Marketing
- Web Analytics
- Content Strategy
- HTML & CSS
- Agile Methodologies
Where I've Worked
Digital Production Manager @ Telstra
Apr 2020 - Present
- Partner with Digitisation program to understand the priorities and communicate with the team
- Prepare plan and delivery timelines for committed milestones for each quarter
- Identify the right features or initiatives to be delivered for the team
- Optimise the team processes for our global team to be more agile and improve team's velocity
- Collaborate with content, design and communications team to keep the platform up to date
- Creating and maintaining stakeholder-facing delivery schedules
- Serving as the gatekeeper for all production deliverables: Reviewing work to ensure it's on-brief and providing production with feedback and guidance whenever necessary
- Working with the production teams to ensure that all tasks and deliverables are created on-time and on-brief
- Organise product demo for internal stakeholders
- Maintain features and process documentation
Digital Producer @ Telstra
Sep 2017 - Mar 2020
- Developed and delivered standardised customer-centric notification experience (email, SMS and push notifications)
- Established guidelines and best practise for content and multi content delivery channel configurations
- Working with brand team and creative team to deliver brand guideline
- Develop design and content testing plans in Salesforce Marketing Cloud and AEM for multi-channel notifications to measure effectiveness
- Optimise design and content based on open rate, email clients and rendering engines used by customers
- Work with stakeholders to create and capture requirements, assessments & design Provide realistic estimates, ongoing progress updates & complete the work on time
- Develop design and content testing plans for multi-channel notifications to measure effectiveness
- Ideate and prioritise development and delivery of new features
- Develop guidelines for stakeholders for the use of new features
- Manage support requests during the testing, pre-live and post-live phases
- Work with the global agile team (UX/UI designers, developers, product owner and scrum master) to manage backlog, plan upcoming sprints and receive the team's feedback to improve the ways of working
Digital Producer @ Virgin Mobile
Aug 2015 - Sep 2017
- Develop and manage the digital execution of promotional strategies, offers and products
- Work with usability specialists, designers and developers to create and publishing effective online creative campaigns
- Configure products for eCommerce platform
- Work collaboratively with the Usability Specialist to ensure all work is in line with best practice usability principals and the usability roadmap
- Ensure the continual maintenance and optimisation of content, usability and functionality to drive relevance, brand support and sales conversion
- Using Adobe Analytics, Adobe Target, CrazyEgg, Moz, Google Search Console to optimise the website continually
- Propose and implement A/B or multi-variant tests to maximise channel opportunity
- Optimise organic traffic to the website as well improved ranking of the focused landing pages
- Received award for leading and launching new devices and brand campaigns which led to one of the highest performing quarters of the year
- Successful product launches on the website and e-commerce platform for Apple, Samsung, Sony, HTC, Oppo, Huawei devices
- Marketing & brand campaign launch and post-launch optimisation to increase customer engagement - ONE B1G GIG, Turned Up Testimonial, Data Gifting, Fair Data, New My Account App
Website Marketing & Contracts @ Captain Cook Cruises
Oct 2012 - Aug 2015
- Create & send email campaigns to subscriber databases
- Generate reports on marketing campaigns through Google Analytics
- Facilitate special offers in conjunction with online agents & ensure internal staff are informed
- Setting up & testing new Products/Codes, Pricing & Business Rules in the reservation system and on the website
- Generate, compile & distribute monthly online statistics for all CCC websites using Google Analytics
- Provide training to the sales team when new features are available on the website and reservation system
- Accuracy of content and resource availability on 3rd party websites like Viator, Red Balloon, Rezdy
- Delivered new website and migrated content across from old website where relevant - Delivered better customer experience, SEO, sales revenue
- Delivered a new web based booking engine which can be accessed and managed from anywhere with real-time resource management, rule engine for Fare management. Prepared documentation and provided training to stakeholders and reservations staff for a smoother migration across to the new platform
Some Things I've Delivered
Featured Project
Find and book kids activities
A team of frustrated parents came together to create an indispensable tool that takes the hassle out of finding and booking children’s classes and activities.
- Startup ·
- Solving Problem ·
- Product Management
Featured Project
Notifications Self-Service
A scalable notifications solution for Telstra. We built a cost-effective platform where anyone can build and manage notifications without worrying too much about technical details and branding impacts.
- User Research ·
- Agile ·
- Product Management
Featured Project
Data Gifting
We launched Aussie-first Data Gifting for Virgin Mobile customers. It lets you share your data with any other Virgin Mobile customer and unlike other data sharing plans, it’s your call how much you give, when you give and who you give it to.
- Digital Production ·
- Marketing ·
- Web Analytics
Featured Project
FairData™ & The Avo-cates
We wrapped up all of our amazing data products into one and launched the new proposition with the help of some very special avocado farmers
- Digital Production ·
- Marketing ·
- Web Analytics
Other Noteworthy Projects
view the archive300+ Notifications Per FY
Built a scalable platform which now allows us to build notifications quickly by adhehering to Telstra's customer experience and brand guildelines
180k+ Notifications Delivered To Customers Daily
A cost effective and resilient notifications platform that now delivers 180k+ SMS/email/push notifications to customer every day.
Marketing Automation - Salesforce Marketing Cloud
Marketing automation using Salesforce Marketing Cloud. Built notifications as per content and brand guidleline as well as built journey to deliver effective marketing campaign.
Remote Teams + Agile + DevOps
Our team is based in five different locations. We built a cross-functioning team where each team member is capable of delivering any project end to end.
Turned Up Testimonials
We made the world's most awesome customer testimonials featuring genuine Virgin Mobile customers. The campaign takes the stories of five real Virgin Mobile customers, who deliver Turned Up Testimonials about why they choose Virgin Mobile
Search Engine Opimisation
Implemented SEO strategy for Nimi that helped improve ranking of pages on google by 50%. Optimised Virgin Mobile's website for search engines and improved ranking as well as information snippet on Google by implementing JSON-LD structured data.
What's Next?
Get In Touch
Although I'm not currently looking for any new opportunities, my inbox is always open. Whether you have a question or just want to say hi, I'll try my best to get back to you!