DILSHAN PALIHAKKARA
Melbourne,Australia
Summary
Goal-oriented E-Commerce Manager with distinguished experience in marketing and e-commerce industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction, while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Currently based in Melbourne, I am eager to contribute my skills and experience to drive e-commerce success and marketing excellence for forward-thinking organizations.
Overview
8
8
years of professional experience
Work History
MANAGER - INSURETECH (E-COMMERCE MANAGER)
Union Assurance PLC (John Keels Company)
01.2022 - 07.2023
- Headed the digital arm of the company website and mobile app ‘Clicklife.lk’ ‘Clicklife’
- Executed customer acquisition and retention marketing campaigns through. SEO, Social Media, CRM, online advertising, and affiliate programs.
- Conducted user experience (UX) research and analysed website analytics. Generated and shared regular reports and insights with the top management.
- Conducted market research and competitor analysis to identify opportunities and developed strategies to drive growth.
- Provided regular performance updates on set KPI's, and collaborated with other teams to ensure a seamless customer experience.
OPERATIONS MANAGER, ECOMMERCE SPECIALIST
Dialog Axiata
08.2019 - 12.2021
- Managed E-sales on 'Dialog.lk' and 'MyDialogApp'
- Responsible for driving sales, and profit growth through product and merchandise strategies to increase traffic and convert online sales.
- Lead website updates and initiatives to constantly improve the customer, increase conversion, and reduce cart abandonment.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Coaching and direct management of eCommerce Coordinators and hiring, onboarding and training of new recruits.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
ASSISTANT CAMPAIGN MANAGER
Dialog Axiata
11.2016 - 07.2019
- Management of product campaign strategies together with the marketing team, including content, personalisation, re-engagement plans, and driving new acquisitions.
- Driving annual sales and trade spend for assigned customers, owning customer forecasting, proposing investment levels during brand and account planning.
- Collaborating with customer service team to address inquiries, concerns, and complaints related to online purchases.
- Application of customer insights and business performance data to identify areas of opportunity.
BUSINESS ANALYST
MAS Holdings (Private) Limited
01.2016 - 08.2016
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Delivered analysis of market, sales and consumer trend impact on long and short-term strategies.
- Collaborated with teams in product line transition to streamline manufacturing footprint.
Education
CIM -
The Chartered Institute of Marketing DipM ACIM
2020
CDMP -
Asia Pacific Institute of Digital Marketing
2019
B.Sc. (Hons) - Business Management
Buckinghamshire New University
2014
Higher Education -
Royal College
2010
Skills
- E-Commerce Marketing
- Customer Acquisition
- Churn Management
- Growth-Hacking
- Customer Life-Cycle Management
- Business Strategy
- Market Research and Analysis
- E-Commerce Operations
- A/B Testing
- Leadership and Collaboration
Accomplishments
- Spearheaded initiatives that resulted in a remarkable increase in app registrations from 5% to 20% per month.
- Achieved this growth through effective training sessions, prompt complaint resolution, and implementing customer-focused touchpoints within the app from 7% to 16%.
- Successfully improved online KYC rejections from 16% to 9% through strategic manual intervention and the addition of KYC points to the website.
- Optimisation of results to a commendable 4% by developing a dedicated online queue for KYC processing.
- Clicklife App – Winner of the ‘John Keells Group Chairperson's Award 2022’ for Disruptive Innovation.
- Gold Award – ‘Digitization of the Year’, Dialog Awards 2018.
- Gold Award – ‘Process Simplification of the Year’, Dialog Awards 2018.
- Silver Award – ‘Business Creation of the Year’, Dialog Awards 2017.
App Registrations Enhancement- 2022/23 (Union Assurance PLC)
KYC Rejection Reduction – 2021/22 (Dialog Axiata)
Awards and Recognitions
Additional Information
- Awards and Recognitions: , Clicklife App – Winner of the ‘John Keells Group Chairperson's Award 2022’ for Disruptive Innovation. Gold Award – ‘Digitization of the Year’, Dialog Awards 2018. Gold Award – ‘Process Simplification of the Year’, Dialog Awards 2018. Silver Award – ‘Business Creation of the Year’, Dialog Awards 2017.
Timeline
MANAGER - INSURETECH (E-COMMERCE MANAGER)
Union Assurance PLC (John Keels Company)
01.2022 - 07.2023
OPERATIONS MANAGER, ECOMMERCE SPECIALIST
Dialog Axiata
08.2019 - 12.2021
ASSISTANT CAMPAIGN MANAGER
Dialog Axiata
11.2016 - 07.2019
BUSINESS ANALYST
MAS Holdings (Private) Limited
01.2016 - 08.2016
CIM -
The Chartered Institute of Marketing DipM ACIM
CDMP -
Asia Pacific Institute of Digital Marketing
B.Sc. (Hons) - Business Management
Buckinghamshire New University
Higher Education -
Royal College
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