Paul Randall

Senior leadership role with end-to-end ownership of eCommerce performance across multiple brands, overseeing acquisition, on-site experience, conversion, retention and profitability. End-to-end ownership of Shopify-based eCommerce platforms, including site performance, merchandising, UX, CRO and roadmap prioritisation. P&L ownership for the eCommerce division, including revenue forecasting, budget allocation and ROI optimisation. Led in-house digital team and external agencies across performance marketing, SEO and CRM.

Own the end-to-end digital customer journey across multiple brands, balancing customer outcomes, operational capability and commercial performance. Create and prioritise an experience improvement pipeline covering UX, content, SEO and conversion; work with internal teams and external partners to deliver changes. Develop SEO-led content strategy to improve discoverability of propositions and services, aligning page structure and content to customer intent. Build reporting and insight packs combining customer behaviour and service metrics to inform investment decisions and backlog prioritisation. Lead and develop a team of 6 plus external partners, setting clear standards, governance and delivery cadence. Act as senior escalation point for complex customer issues, complaint resolution and service recovery.

Founded and scaled a B2B ecommerce business to £1m turnover, owning customer experience, digital growth, service delivery and operational performance. Built and maintained long-term relationships with business customers and senior decision-makers; managed complex queries, complaints and resolution plans. Planned and delivered operational improvements to meet SLAs and customer expectations while maintaining commercial sustainability. Produced structured reporting on customer insight, performance and service constraints to guide prioritisation and delivery. Drove consistent organic growth by improving how customers found, understood and accessed products and services online.