Cooking, Music, Cycling, Travel, Running, Yoga, Keeping my kids entertained
James Hansford
OmniChannel, EBusiness & Client Experience Manager
Singapore
Summary
18 Years of experience leading teams focused on eCommerce, digital transformation, digital marketing, retail and CRM. Strategic leader, focused on team achievement.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
Work History
Head of Digital & Client Experience
Chanel South East Asia
05.2025 - Current
- Enhancing client experience both online and offline.
- Developing and optimising the regional clienteling program.
- Building client journey's in partnership with key markets.
- Developing eBusiness channels to deliver optimal client experience.
- Increasing the performance of lower funnel media activities through both paid and organic channels
Head of EBusiness
Chanel APAC
02.2023 - Current
- Strategic lead for eBusiness in a complex APAC digital eco-system, (.com, TMall, Kakao, eRetail), stretching from China to New Zealand.
- Established the eBusiness team for the region, building analytical, performance marketing, project management, merchandising & campaign capabilities to support market operations.
- Launched Chanel.com in 6 markets as the flagship eBusiness channel for the region.
B2C Omni Channel Manager
Nespresso Singapore
08.2019 - 02.2023
- Leading the B2C business for Nespresso Singapore including 4 Boutiques, 2 Pop-Up locations, nespresso.com & mobile app, plus stores on Amazon, Lazada & Shopee & trade corners. Additionally responsible for data and analytics in the organisation.
- Defined the omni-channel strategy for Nespresso Singapore, with a focus on seamless customer journey's and alignment of service experience with sales objectives.
- Accountable for the P&L of the B2C sales channels, (online & offline) with monthly & annual forecasting responsibility.
- Achieved 130% of our sales targets in 2020 & 2021 with 56% market growth during this period.
- Managed a team of 50+ with people development a core focus. 5 members of the team were promoted during this period including one member of our eCommerce team joining HQ.
ECommerce & Customer Care Manager
Nespresso Singapore
01.2016 - 08.2019
- Accountable for the performance of all online sales channels, nespresso.com, eMarketplaces & our mobile app. as well running the call centre, (phone & digital operations). Led the performance marketing team with responsibility for SEO, SEM, Display & Social.
- Consistently overachieved sales targets with 110% online growth in 3.5 years. Saw a 4ppt improvement in NPS & 3ppt improvement in CSAT during this period while maintaining a service level of +85%.
- Managed an eCommerce/Performance Marketing/Analytics team of 6 as well as a team of 20 in our call centre, (internal and outsourced). Supported 7 internal promotions during this period.
- Managed the budget & relationship with our performance marketing agency, (Neo Ogilvy), our outsourced call centre, (Teledirect Malaysia) and commercial relations with Lazada, Shopee & Amazon.
- Opened stores on all 3 major marketplaces in Singapore. Successfully launched proactive chat as a call centre conversion tool to support the online business.
Regional ECommerce Manager
Nespresso Asia
08.2015 - 12.2015
- Responsible for coaching & guiding eCommerce teams in China, Korea, Taiwan, Hong Kong, Singapore, Thailand & Malaysia to deliver their sales targets as well as managing key regional projects with the HQ eCommerce team.
- Built the business case with Nespresso China for a launch of Nespresso sales on TMall, the first time globally that capsules had been sold online outside of nespresso.com.
- Project managed the launch of nespresso.com in Thailand, coordinating the resources and operations between HQ & market.
- Developed a regional strategy for eCommerce analytics and recruited the first eCommerce analyst for the regional team.
Global Digital Transformation Manager
Nespresso Global
02.2014 - 07.2015
- Developed & implemented a framework for eCommerce & digital transformation for the Nespresso business worldwide. Supported the recruitment of 50+ eCommerce professionals across the globe.
- Defined the eCommerce organisational structure for small, medium and large markets, ensuring that teams were empowered to own the end to end online customer journey.
- In partnership with L&D teams, launched a global training plan for eCommerce and digital professionals to boost existing skillsets and provide opportunity to progress for new hires.
- Developed and ran a global audit to subsequently assess the quality of the eCommerce operations with 2 day assessments physically conducted in each market.
Global eCommerce Project Manager
Nespresso Global
05.2010 - 01.2014
- Worked closely with key HQ departments, (CRM, IT, Marketing), to deliver on eCommerce projects with global impacts.
- Launched new websites in Japan, Taiwan & Australia, coordinating technical teams in our headquarters with business teams in markets to ensure delivery on time and with minimal disruption to the business.
- Launched key business enablers, (online contact tools, live chat, delivery options) together with IT, Call Centre and Supply Chain teams to enhance the online operations in market.
- Produced global guidelines for new eCommerce standards, (eMerchandising, Analytics, Webmastering), to improve standards of our operations in each market.
CallCentre (Various Roles)
Nespresso UK
11.2007 - 04.2010
- Led a team of 12 Coffee Specialists in the Nespresso Call Centre. Established the digital operations for Nespresso UK & defined the guidelines for customer service in Nespresso's call centre operations.
Owner - Backpackers Lodge
James' Joint
06.2005 - 10.2007
- Setup & ran a busy backpackers lodge in the capital of Malawi, Africa. Managed a team of 10 local staff. Ran at 90% occupancy for 2 years.
Education
BA Business Degree (partial) - Business
University of The West of England
United Kingdom 09.2004 - 06.2005
Skills
Organisational leadership
People management & motivation
Omni-Channel strategy
Digital eco-systems
Digital marketing expertise
Data-driven decision making
E-commerce management
Customer experience design
Websites
Interests
Timeline
Head of Digital & Client Experience
Chanel South East Asia
05.2025 - Current
Head of EBusiness
Chanel APAC
02.2023 - Current
B2C Omni Channel Manager
Nespresso Singapore
08.2019 - 02.2023
ECommerce & Customer Care Manager
Nespresso Singapore
01.2016 - 08.2019
Regional ECommerce Manager
Nespresso Asia
08.2015 - 12.2015
Global Digital Transformation Manager
Nespresso Global
02.2014 - 07.2015
Global eCommerce Project Manager
Nespresso Global
05.2010 - 01.2014
CallCentre (Various Roles)
Nespresso UK
11.2007 - 04.2010
Owner - Backpackers Lodge
James' Joint
06.2005 - 10.2007
BA Business Degree (partial) - Business
University of The West of England
09.2004 - 06.2005
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