Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Andrew Natale

Summary

Experienced manager with a strong background in ecommerce, customer service and marketing. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability, process optimization and having a proactive approach to meeting customer and organizational goals.

Overview

20
20
years of professional experience

Work History

Ecommerce Trading & Content Manager, North America

Pandora Jewellery
10.2016 - 08.2024
  • Team Leadership: Built and led a team of ecommerce professionals responsible for online merchandising, content, promotional activities, and day-to-day site operations for both Canadian and US websites.
  • Optimizing Teams & Process: Implemented a comprehensive plan to consolidate Canada and US eCommerce teams and introduced a zero-errors strategy. This resulted in increased efficiencies, optimized customer journeys, and set new benchmarks for several key performance indicators (KPIs).
  • Content Management: Developed and managed extensive content calendars for both Canada & US ensuring both global and local priorities were considered. Acted as SME for content management in North America driving efficiencies and expertise within our team.
  • Cost Savings: Developed a business case to internalize daily merchandising and trading operations, transitioning from a third-party provider. This initiative led to a new hire and achieved 45% cost savings.
  • Collaborative Excellence: Built strong relationships and fostered new levels of collaboration among digital, marketing, merchandising, and operations teams at both global and local levels, ensuring an exceptional online customer shopping experience representative of the world's largest jewellery brand.
  • Value-Add Initiatives: Took on strategic and tactical roles in launching several new initiatives and site enhancements, including a Canada-specific fulfillment center, two site redesigns, new content management system implementations, gift packaging, and loyalty programs.

Digital Marketing and Merchandising Manager

Canadian Tire
02.2011 - 02.2013
  • Content Management and Usability: Managed product content, web analytics, website usability, and digital creative as Content and Usability Manager.
  • Extensive Digital Channel Oversight: Directed all aspects of email campaigns, the CT digital flyer, social media, online advertising, and online merchandising, including budgets, vendors, agencies, and partners.
  • Team Leadership: Led a large cross-functional team comprised of team leads, analysts, and merchants.
  • Agency Selection & Management: Played a key role in the RFP process to select a digital agency, aimed at protecting and elevating the importance of digital channels in driving revenue.
  • Driving Innovation: Led several new concepts including weekly digital flyer preview for email subscribers, The Social Christmas Tree, location-based SEO pages and an integrated dashboard providing leadership a one-page overview of KPIs incorporating data from several legacy systems.

Manager, Web Retail

The Shopping Channel
01.2005 - 02.2011
  • Began as a Web Producer, transitioned to Project Manager, and ultimately landed as Web Manager for Canada’s sole televised shopping service, delivering consistent double-digit year-over-year growth in online revenue. Introduced several initiatives including dropship and gift card programs, led two site redesigns and backed rebuilds along with developing a site promotional calendar supporting both corporate programs and a growing web-only SKU presence. Built and led a cross-functional team of producers, copywriters and designers.

Education

Bachelor of Business Management - Marketing Major, Finance Minor

Ryerson University

Skills

  • Customer service
  • Active listening
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Complaint handling
  • Customer satisfaction measurement
  • Call center operations
  • Fulfillment & Customer Service
  • Process Optimization
  • Project Management
  • Ecommerce/Digital Strategy
  • Online Merchandising
  • Digital Marketing
  • Promotional Planning & Execution
  • Testing & Personalization
  • Team Building & Management

Awards

2021 CEO Award Pandora Global, 2010 Excellence in Online Retailing Retail Council of Canada, 2005 Employee of the Year The Shopping Channel

Timeline

Ecommerce Trading & Content Manager, North America

Pandora Jewellery
10.2016 - 08.2024

Digital Marketing and Merchandising Manager

Canadian Tire
02.2011 - 02.2013

Manager, Web Retail

The Shopping Channel
01.2005 - 02.2011

Bachelor of Business Management - Marketing Major, Finance Minor

Ryerson University

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Andrew Natale