Mid Kent College

Howard Grammar

Experienced Digital Specialist. Proven track record in delivering quality digital experiences.

With over 25 years of experience, I specialize in delivering digital projects tailored to meet your business needs. 

I can help get your project going or fix it if it's falling apart. I'm good at sorting out problems, bringing people together and making sure things run smoothly.

In my career, I've led diverse projects—from websites and mobile apps to full-scale IT solutions and SaaS rollouts. I cover the whole customer journey: strategy, design, delivery, operations, analysis, and fine-tuning.

I've teamed up with major players like Shell, London Stock Exchange, The Telegraph, Tesco, Edelman and more, both agency-side and directly. 

A few highlights....

On the agency side, I revamped government and Tesco Clubcard websites, as well as numerous digital campaigns for Skype, Betfair, and Knorr. My hybrid approach enhances agency trust and value through strong client relationships.

On the client side, I launched Shell's first retail mobile app, countless websites and mobile apps across the world, and the first in-app mobile payments service for a fuels retailer. I also delivered an innovative data warehousing and monitoring product for end-to-end monitoring of Shell's retail customer journey.

Highlights include:

- Launched Shell's first retail mobile app.
- Rolled out hundreds of websites across multiple markets.
- Managed app releases to iOS & Android stores worldwide.
- Designed customer journeys across physical & digital touchpoints.
- Developed & localized global solutions for over 30 markets.
- Deployed the UK's first in-app mobile payments service for a fuels retailer.
- Led data warehousing & BI product across Shell's IT landscape.
- Implemented SaaS solutions (loyalty, ecommerce) at Shell, Telegraph, & London Stock Exchange.
- Led RFP processes for multi-million dollar contracts.
- Data Privacy and GDPR Compliance projects
- Telematics Driving Behaviour applications
- Gamification loyalty campaigns, stamp collections etc
- EV Customer Experience projects

Darren Last Digital

Owner - Digital Project / Project Management

- Project managed the design, development, implementation and operations for Shell Retail E2E Monitoring Analytics solution for operational support.
- Azure Data warehousing solution utilising Event Hubs and Logic Apps to ingest data from Shell solution landscape to calculate and visualise Business and Technical KPI’s via Databricks and PowerBI.
- Rolled out across operational teams in Europe, Americas and East to ensure a pro-active monitoring to gain visibility and awareness that something isn’t working (Mean Time to Know), to then getting it fixed (Mean Time to Fix).
- Results of proactive monitoring include increasing Digital Payments success rate from 91% to 99% which in turn increases customer retention and direct business value.
- Responsible for managing the delivery roadmap, alongside the Product Owner, and the direct and indirect project team (offshore Data Engineers, QA’s, BA’s, Scrum master).
- Managed team utilisation at a task level, tracking actions, delivery dates and correspondence required to ensure the completion to both internal and external stakeholders.
- Collaboration with multiple stakeholders in a complex multi-vendor IT ecosystem to drive requirements, specifications, align dependencies and timelines across delivery workstreams.
- Managed costs and burn rates against allocated funding.
- Senior stakeholder management to ensure communication of progress, issues, and drive investment proposal for further years investment across the landscape.
- Continuous attention to detail to ensure the clear management of the moving parts within the overall Shell Retail Mobile Programme that require careful tracking and organisation.
- Facilitated, and continue to facilitate the assurance engagements across risk management, data privacy etc

Shell

Data & Anaytics Operational Project Manager

- Specialist delivering development, transformation and execution of enterprise-wide mobile optimization strategy across all retail platforms, apps and content for an 11 billion transactions a day business, serving 30 million customers daily across 44,000 stations in more than 75 countries using Agile practices
- Authored digital optimisation strategy and roadmap, developed best practice solutions to support local marketing operations and campaigns to meet global customer loyalty and retention KPI’s, increased customer retention on mobile by 400% (from 10% to 66% and rising)
- Partners with cross-functional global business stakeholders to align delivery to local needs and structure for successful delivery including dependency management and change control
- Developed and rolled out new app strategy including new codebase, enhanced user experience, more robust operational tools, KPI dashboard visualization tool to integrate multi-channel data connections and customer behavior tracking
- Drives continuous transformation of customer experience on digital channels to deliver best in class experience, increased customer active usage by 300%, drove frequency of individual user visits to forecourt from mobile from one visit per month to five
- Continuously improves product features by conducting research to gain customer insights and reviewing customer feedback from app/web and call centres, implemented customer feedback push messaging and in app communications
- Rolled out new customer identity and access management solution, built 5+ million data rich, fully compliant customer profiles
- Collaborated with Analytics team to review A/B testing, engagement and conversion metrics
- Provided regular customer experience insights and deep dive reports for global and local market stakeholders
- Managed diverse digital marketing and solution vendors

Digital Optimisation Product Manager

- Managing global delivery and localization of Shell’s B2C mobile programme in across 40+ markets.
- Led team of 8 project managers in the Mobile Centre of Excellence unit, developed and delivered key mobile strategy to build relationships with customers via mobile offering of products and services on and off the forecourt increasing annual spend on fuels and non-fuels retail x9 and brand preference x4.5
- Managed relationships with global marketing teams to ensure strategy and content were customized to local marketing and regulatory needs
- Developed analytics framework and KPIs to measure ROI across multiple channels and improve channel attribution
- Innovated multiple “Firsts” for Shell in the Mobile space including the partnership with Jaguar Land Rover to offer in-car fuel payments via touchscreen, the ‘Shell Drive’ driver tracking functionality app enabling users to assess their driving ability and fuel efficiency which increased usage 350%, and the first mobile  payments solution by a fuels retailer in the UK with Fill Up & Go and now launched in Germany, US and Netherlands
- Delivered mobile Loyalty CRM programme in 12 markets, increased customer spend and visits x3
- Managed release schedule of 100+ rolling updates of the Shell App to Apple and Google Play stores, localized in 40+ countries
- Key contact for compliance, data privacy, GDPR, information risk management and trade controls, proactively prepared Shells’ mobile programme for implementation of GDPR regulations in May 2018 by pre-developing a GDPR compliant, single sign on customer profile

Mobile Programme Delivery Manager

- Led global digital marketing team of 8, managed annual budgets, developed and delivered the Global Retail Digital Strategy element of Shell’s global digital marketing program
- Delivered localized, multichannel execution across paid, owned and earned channels including web, mobile and social media supporting 44,000 retail sites in 75+ countries
- Collaborated with stakeholders including Global Retail Marketing, Downstream Retail Business, Brand, CRM, Head of Communications and EVP of Marketing to define requirements and ensure successful and holistic campaign delivery
- Ensured all digital platforms met strict governance guidelines e.g. visual identity, brand, data protection and IT security
- Launched Shell Retail’s first social media strategy across Facebook and Twitter to drive brand engagement in the US and UK
- Created and executed social media strategy to promote Shell’s Technical partnership with Ferrari, increased brand awareness by 200% across Facebook, Twitter and Instagram
- Launched Shell’s first mobile app for iOS and Android, localized across 12 (later 40+) markets
- Implemented 100+ websites varying from branding to campaign-specific promotions
- Created digital products and services to support ATL and BTL campaigns, directed creation and production of engaging digital content to drive social network conversation and awareness of Shell.

Global Retail Digital Programme Manager (Marketing)

Brought in on a short term contract to be embedded at Shell to help them
recover and deliver a number of websites that needed a global solution to
then be localised across multiple markets.

As highlighted in the Shell role I delivered the websites and the the first Shell
mobile app before transitioning across to Shell where I continued to act as
conduit for projects and scope of work for Edelman for 2 years.

Edelman

Digital Project Manager

I managed digital projects for Albion London concerning their Skype
account. This includes conducting business analysis on Skype's
functionality, project methodology, and internal processes. I managed all
online developments for Skype's website.
During my time at Albion I also worked on Betfair website redesign, and
GiffGaff social campaigns.

Albion London

Senior Project Manager / Senior Digital Producer

I managed various projects, including the Act On CO2 – Carbon Calculator v2
(DEFRA) and the Tesco Clubcard website rollout.
My tasks involve initiating projects, analyzing requirements, estimating costs,
and managing budgets. I served as the main liaison for clients, ensuring
smooth communication and project alignment. I coordinate development
teams to ensure timely delivery within budget. Additionally, I managed change
control processes, evaluating potential changes and their impact.

• Managing government project for the Act On CO2 – Carbon Calculator v2 http://actonco2.direct.gov.uk/index.html 
• Managing the delivery of the new Tesco Clubcard website http://www.tesco.com/clubcard/clubcard/
• To start up project, analyse requirements, scope and cost the project.
• Create project documentation – PID, Requirements Specification, Technical Specification, Test, Implementation and Data migration plans.
• Mange and maintain the project budget - £350k.
• Create and manage risk and issue logs
• The central point of contact for the client Decc (formerly DEFRA), managing the relationship and communicating project milestones.
• Manage regular progress meetings and status reports including highlight reports where necessary.
• Managing the creative, design, front and back end developers to ensure timely delivery with accordance to the requirements and budget specifications.
• Change control management, by assessing the impact of potential changes, their importance, their cost and a judgemental decision by management on whether to include them or not.
• Organising and managing agency pitch bids.

Achievements
• Successful delivery of Act On CO2 – Carbon Calculator v2 http://actonco2.direct.gov.uk/index.html 
• Successful delivery of Tesco Clubcard site http://www.tesco.com/clubcard/clubcard/

EHS Brann

Senior Project Manager

At Aqueduct, I contributed to the development of websites and content
management systems for multiple trade union organizations. This
involved tasks such as design, building, content loading, testing, and
deployment.

Aqueduct

Project Manager

During my time at Publicis, I served as the project manager for a
Sharepoint integration project. This initiative was part of their successful
pitch for O2, aimed at presenting their campaign data effectively.

Publicis Groupe Media

• To provide project management for technical and commercial online projects and change requests.
• Responsible for the resourcing of project work for the Telegraph web developers.
• To deliver and maintain the technology strategy to underpin Telegraph websites and associated New Media initiatives.
• Effective and efficient management of projects from conception to completion.
• Production of necessary project documentation
• Effective and efficient project planning
• Liasing with the programme director when projects form part of a programme with other projects.
• Communicate effectively to the project board.
• Ensure testing is managed accordingly using fault management techniques and logging.
• Change control management, by assessing the impact of potential changes, their importance, their cost and a judgemental decision by management on whether to include them or not.
• Relationship management of 3rd party resources.
• Ensure technical procedures are followed

Telegraph Media Group

Online Project Manager (Technical)

• Specify business/design requirements and project manage the development of Capita websites and online services.
• Manage the full project lifecycle from project brief to implementation for internal and external systems development.
• Responsible for the business analysis, requirements gathering and specification, stage management for new development.
• Work with the Chief Executive and business directors to prioritize development projects.
• Point of contact to advise other project managers and business owners on project methodology.
• Working with IT and stakeholders to ensure functional specification.
• Liaise with business owners and IT developers throughout the project lifecycle to ensure development requirements are met.
• Co-ordinate with other project managers to ensure the planning and implementation of cross-board projects.
• Presentations to clients and internal stakeholders on business initiatives.

Capita Registrars Limited

Online Development Manager

• Responsible for the management, development and operations of the Exchanges’ corporate website and online products and services.
• Project manage the implementation of new developments to internal systems and the web. 
• Create business cases and project documentation for developing new and existing products. 
•To manage, maintain and support the live service of the corporate website, including all content management systems, online products and services.  
• Manage the Internet Support Operations team responsible for the support of the corporate website to ensure objectives are achieved.
• Search engine optimisation and internet marketing.
• Manage the ecommerce products available on the corporate website.
• Manage and document working procedures and policies for the website.