April 2012 – November 2015

hardtofind.com.au is an award-winning online marketplace for designers and creative makers (aka sellers)

A platform designed to promote and sell unique products to a customer base collected and sourced by hardtofind.

As the first full-time employee, I had the incredible opportunity to learn and grow with hardtofind in an ever-evolving dynamic fashion. Some of my key responsibilities included:

  • Played crucial part in custom-built drop-ship-model-based marketplace website development, including solutions development, scoping, testing and implementation
  • Enhanced UX & functionality front-end and back-end
  • Developed solution to automate returns and customer/seller communication
  • Influenced business strategy development through sales, product and marketing performance analysis, and market research
  • Led transition to outsource Customer Service Management and developed, hired and managed offshore team of 17 in Manila, Philippines (including training and performance management (involved frequent travelling))
  • Managed customer escalation management – complaints management, customer care and face of brand management
  • Acquired and supported 1000+ sellers/vendors and built/maintained positive relations (including visiting trade shows (interstate and international) )
  • Managed financial accounts (accounts payable and receivable, cash flow, forecasting and budget, P&L, BAS etc.)