Lauren Daniels

An experienced certified Senior Project/Program manager, with extensively project management experience delivering key platforms for major blue-chip organisations across a wide range of marketing environments including EMEA, Asia, and US/Canada. Providing marketing business deliverables for the Aviation, Retail, Government and Pharma industries including loyalty programs, branding & rebranding of digital platforms, customer behaviour innovations, retail products & services, and lifestyle memberships. I have been involved with Digital Transformation programs for 15 years.

The focus was to drive revenue for the business using state of the art digital & marketing strategies with interactive maps, social media and CRM/CMS/ERP/Azure technologies.

Skilled in promoting business awareness, producing successful program / project strategies specialising in client facing solution requirements, troubleshooting, change management, associated services and problem resolution. Possess strengths in driving business growth with increased revenue turnover and profit margins.

Key client relationships include – GSK, Subway, Northgate plc, FSA, Inmarsat/Cisco, Virgin Atlantic, British Airways, Heathrow airport, Dublin Airport, SAS, Philips, JP Morgan, Lloyds TSB, Norwich Union, Vodafone, and Government.

Experienced in program portfolio management, matrix management, change / transformation management, stakeholder management, outsourced and third-party management, project turnarounds, budget management, quality management, process planning and delivery, consultancy and client support, team management and motivation, solutions architecture, risk management.

Apr 2023 to June 2025 Senior Project Manager/Program Manager: Hybrid, GlaxoSmithKline (GSK) / ViiV Healthcare

• Led the European/US based project dealing with Medical rollouts for subsidiaries of GSK & ViiV including campaign management for medical projects, CRM, Azure and other medical bespoke platforms for LOCs/Healthcare professionals
• Projects included the full development lifecycle from Concept to Deployment from various areas of the medical & commercial areas of the business within GSK/ViiV
• Delivered end-to-end time-bound brand marketing campaigns to build long-term awareness with our healthcare professionals (HCPs) throughout European, Australasia, and US based LOCs dealing with data, campaign rollouts, design & training
• Organized offshore & onshore teams, Accenture, and multiple other suppliers to deliver projects to meet KPIs, budget & resource allocation
• Led the Generative AI (GenAI) program for the sales cycle and new brand creative development process for the EMEA HCPs. This incorporated content generation, and data-driven innovation for the sales cycle health care professional. Used large language models (LLMs) and foundation models—to redefine how we create, learn, and automate the sales process cycle for commercial & medical e.g., enhance digital creativity, optimize workflows, and accelerate innovation
• Led the workstream to update the interconnected business processes where the sales team(s) drives the demand for products, using AI, to ensure that they are available and delivered efficiently as part of the supply chain logistics
• Led the CDP program for the EMEA solution that enabled the HCPs to collect, store, model, and activate customer data to create unified profiles and deliver personalized experiences. By consolidating first-party data from multiple sources into a single repository, the CDP helped the internal data teams to efficiently collect and manage data flows, and empowering marketing teams to create self-serve audiences for campaign activation

July 2022 to July 2023 Senior Project Manager/Program Manager: Remote, Purmo Group

• Purmo Group is a leading international provider of sustainable indoor climate comfort solutions, specializing in heating and cooling systems. They manufacture radiators, underfloor heating, and pipe systems, serving residential and commercial buildings with products designed for energy efficiency, including heat pumps, convectors, and climate controls
• Scope of the program was to automate and simplify the overall business processes using state-of-the-art technology for customer services, supply chain logistics, order workflow, inventory workflow, and sales & marketing
• Led the European Microsoft 365 CRM Technology program to provide the greenfield locations with CRM capability including integration to both front and backend systems. This included all integration points, business process definition, technology and data rollout for all functional areas of the Purmo business from manufacturing, design, to the warehouse and onto the customer
• To transform the Loyalty engine & member database, marketing automation platform/software, CRM campaigns delivery service, CDP, CMS, Mobile order & payment middleware, identity management platform, data warehouse, QR code, and SPOS which is based on Microsoft Dynamics D365 (EMEA) including integration into the API common layer
• To update all Loyalty platforms to increase omni-channels and functionality to meet Purmo KPI/strategic directory including the Discovery, Design, Development and Delivery for all regions (EMEA)
• External and internal stakeholder management based on Agile methodology using an external agency for resource outsourcing

Nov 2021 to May 2022 Senior Program Manager: Remote, Subway Globally (EMEA, UK, Australasia, North/South America)

• Leading the Global Loyalty & Marketing Technology program to provide the upgrade and migration of these platforms for Subway globally to provide state-of-the-art technology functionality to increase Subway’s customer base, sales, and make the supply chain more efficient by implementing their Digital Transformation program
• To transform the Loyalty engine & member database, marketing automation platform/software, Menu Management system, CRM campaigns delivery service, CDP, CMS, Mobile order & payment middleware, identity management platform, data warehouse, QR code, and SPOS which is based on Adobe (US & Lat America) & Microsoft Dynamics D365 (EMEA ,APAC)
• To update all Loyalty platforms to increase omni-channels and functionality to meet Subway’s KPI/strategic directory including the Discovery, Design, Development and Delivery for all regions including EMEA, APAC, LatinAM, and North America
• External and internal stakeholder management based on Agile/Hybrid methodology

Oct 2020 to Oct 2021 IoT Senior Project Manager: Euston, London, Digital Catapult, Government

• Leading the Discovery, Design, Development and delivery for partners, co-ops, and customers for Digital Catapult for IoT, 5G, Immersive, and digital transformation projects for development of IoT solutions for manufacturing, retailers, etc. of new products into industry
• This includes defining a three part discovery phase (explore, concept, define) and project all project deliverables for the project including budget, resource management, project scope/plan, and running workshops to progress the project
• External and internal stakeholder management based on Agile methodology
• Our clients used Adobe Marketing suite, Microsoft Dynamics CRM/D365, and Salesforce
• Built the user stories and MVP using a DevOps set of practices for software development life cycle and provide continuous delivery (AZURE DEVOPS) for all sales and marketing
• IoT solutions that were developed/implemented for clients included Smart City for London Councils, Energy readings/savings for NEC Manufacturing arm, Light distribution system using IoT solution for a private sector client, Energy savings on appliances for a private sector client and other smaller implementations

Sept 2016 to Mar 2020 Senior Project Manager: Bedfont Lakes, Middlesex, CISCO Systems / Inmarsat Satellite

• Inmarsat are a leading global provider of mobile satellite communications, delivering secure voice and high-speed data services to maritime, aviation, government and enterprise sectors. Cisco Systems where approached to deliver a value added retail solution (VAR) for Inmarsat.
• The scope of the program was to implement a VAR for Inmarsat to successfully launch all of their products/services online including Satellite services which included the Super Cap activation/deactivation of an Inmarsat Value Added Retailer for satellite products for ships in North America
• All new features were designed for the value-added retailers to promote new products and services to their clients. This included product supply logistics, ordering, selecting and delivering Inmarsat’s service throughout North America.
• Led the project team, which included both on and offshore teams to develop the solution to manage each business function and defining all business processes which successfully delivered the VAR sites
• A number of technology partners where selected to customize a solution which could meet the demands of the new VAR. A number of customization workstreams were also completed to manage the level of integrations required.
• Full project lifecycle development using Agile & Prince II including full scheduling, Change Management, Risk/Issue Management, and tracking of program Milestones, Budget Spend
• As part of their Digital Transformation for Inmarsat we used Microsoft Dynamics CRM, CMS and D365
• Built the user stories and MVP using a DevOps set of practices for software development life cycle and provide continuous delivery (AZURE DEVOPS)

July 2012 to Sept 2016 Senior Program Manager: City of London / European Medicines Agency (EMA)

• The European Medicines Agency is a decentralized agency of the EU responsible for the scientific evaluation, supervision, and safety monitoring of all medicines for vet and human consumption
• Led the £8m, “EMA online roadmap” Digital Transformation program consolidation of 33 European managed websites down to an intranet, extranet and Medicines Authorisation portal for 26-member states and launching SOA, Agile developments, CRM/CMS, Documentum, MS
• Dynamics, FileNet platforms & SAP etc. to automate the processes within the EMA with Business Cases for increased Digital presence, online Adobe campaign & marketing platform, and interactive functionality.
• Worked closely with the Communications and Marketing departments to develop the roadmap for the Digital presence of the websites including requirements, content, branding, content and interactive services to IOS, Android and Desktop applications using SAFE
• Full project lifecycle development using Agile & Prince II including full scheduling, Change management, risk/issue Management, contract negotiate with multiple 3rd party suppliers and Tracking of program milestones, budget spend against forecast, Status Report etc.
• The core platform was based on Microsoft Dynamics CRM, CMS and D365 as part of their Digital Transformation
• Liaised with key stakeholders through a team of 35 in pharmaceutical companies, medicines work streams and internal EMA site developers using Agile to ensure FDA standards were maintained
• Managed full testing resource tracking and deliverables for both in house and with 3rd party suppliers including SAT, UAT etc.
• Manages payment system integration of HR platform for employee self-service and payroll system
• Managed the launch of service orientated architecture (SOA) across the programme portfolio including virtual networks, cloud-based builds, and LAN/WAN rollouts using SQL Sequent server-based technologies and Data Management consolidation across both a hosted facility and cloud-based providers in each 26-member countries including VMs, application configuration and operational
• Delivered the full lifecycle development, rebranding and re-launch across all 3 new websites including UAT, SAT & QA quality gates
• Integration with 3rd party suppliers via API developments including tablet & mobile applications (IOS, Android, and Desktop)
• Responsible for managing a team of 15 reducing the number of websites from 33 to 3
• Built the user stories and MVP using a DevOps set of practices for software development life cycle and provide continuous delivery (AZURE DEVOPS)

Jan 2009 to July 2012:

Senior Project Manager: SITA AERO

• Redesign of Heathrow.com including new and improved branding, airport retailer launches of special deals for the day, enhanced travel experience to & from the airport for customers, and interactive mapping once at the airport to find where services were located. This included additional Digital strategies for services, social media, interactive mapping and real-time content.
• Implemented British Airways website changes including additional branding and loyalty program implementations to enhance customer experience.
• The relaunch of Virgin.com to Delta airlines for the whole of the Passenger Service System including all the website and mobile screens. These where redesigned to include the merger of the Delta and Virgin passenger loyalty, branding, flight services, real time information and membership services. Virgin & Delta marketing drove these requirements so that the two business could be merged into one airline to include European and North American business services and digital services using Adobe Campaign & online marketing platform
• Enabled all SITA services for Dublin Airport, Gatwick Airport and Heathrow Airport including Airport

Management Services for Arrival/Departure information, Baggage Handling Services and Passenger Control Services infrastructure using SAFE

• Developed Agile, cloud-based CRM for passenger system interface for mobile Apps and Tablets
• Integration with 3rd party suppliers including CMS, call centres, legacy systems etc.
• Managed key infrastructure development projects for Virgin Atlantic, British Airways, BAA, SAS
• Updated Virgin Atlantic network and airline application including Passenger Airline messaging systems
• Implemented changes to BA ‘Velocity Programmed’ infrastructure for the Heathrow data centre

SITA AERO -British Airways

• Project managed infrastructure changes to ‘BA Velocity Programme’ implemented TCP / IP to cloud capabilities achieving a £2m projected saving across the BA Travel Programme including

Digital service cross 88 sites for Loyalty and Digital Marketing BA Programme

• Developed all SOWs, Configuration Plans/Rollback, Change Management, Scheduling, Risk/Issue Management, Resource Management and proposals for new business with BA

(RFPs) and full testing of each site before site acceptance signoff

• Managed move from outsourced to in house cloud-based report systems for Express IP British Airways sites globally
• Credit card authorisation app for retail customers

SITA AERO Heathrow Airport (Heathrow.com full replatformed development)

• Managed full project lifecycle for £1.5 m redevelopment of the Heathrow.Com web rebuild which including management of Cognizant as a 3rd party development supplier and 20 external content/API suppliers for the implementation & development of the new IOS, Android and desktop platforms for online ticket holders to book flights, check flights, and issue tickets globally
• Implementation of Digital Adobe Campaigns, online marketing & social media, 27 real-time feeds, digital interactive mapping including CRM/CMS including MS Dynamics, Adobe Online Marketing platforms
• Management actuals spend against forecast for the Heathrow budget with Cognizant including Risk/Issue management, business cases, requirements assessment, including testing in the prestaging, staging cloud environments before being deployed into production etc. including IOS, Android and full testing for quality

SITA AERO - Virgin Atlantic & Delta Merger PSS Digital Platform

• Led the migration of the VAA & Delta front end development consolidation of the Desktop, Mobile, and Table (IOS & Android) as part of the overall PSS integration programme including the roadmap, development, testing and deployment)
• Consolidation of the 3rd party integration points including payment systems, live travel info, live data streaming, live streaming, and API development
• Analysis, gap analysis and implementation of the business rules between VAA & Delta
• Analysis and implementation of As Is & To Be processes for consolidation of business activities between the two platforms
• Identification of the cutover activities for the implementation of Adobe Campaign & online marketing platform
• High transactional front end for flight information, travel support services and online booking globally

June 2003 to Jan 2009

Senior Project Manager: Accenture – JP Morgan / Lloyds TSB / Philips Clients

Accenture - JP Morgan Contract

• Implemented $12m high speed trader transaction CRM / CMS, multi-class asset system liaising with on and offshore development teams, acknowledged as first cost saving platform within the UK
• Provided outsourced services to key clients delivering web, intranet, extranet and CMS projects
• Defined and documented project scope, goals and deliverables supporting change request
• Managed all project life cycle aspects meeting extremely tight deadlines and budget expectations
• Maintained communication with all internal and external stakeholders through regular updates

Accenture – Philips Contract

• Launched the NEW web-based platform for Philips globally which incorporated all the Philips 1200 products and services online throughout the world marketplace including developing of the frontend presence, design, build and launch of the greenfield website globally driven from the Phillips marketing and finance stakeholders
• Consolidated logistics system improvements, increasing efficiencies leading to €600m cost savings across supply chain and the merging of 7 logistics control management systems into one
• Managed development of a new, multi-currency, online, Europe, Asia and US wide customer purchasing system
• Integration with 3rd party suppliers using API integration with the CRM retail platforms throughout Europe
• Included new infrastructure for all retailers in Europe to access the new Philips services
• Includes different payment systems across each European country including Credit cards, debit cards etc.

Accenture - Lloyds Bank / TSB Contract

• Leading £10m, internal development project for the high profile ‘Your Finances’ software interview application utilising leading edge software technology to consolidate all business applications driven by Lloyds Bank marketing
• Integration with call centres in the UK and API developments with 3rd party suppliers

St. Lawrence College

Associates Degree: Computer Science

Minor: Digital

Henley College

Henley Upon Thames

Associates Degree: Business Administration

Minor: Marketing