James Hansford

Head of eCommerce and Call Centre, Singapore

Nespresso

James is the head of the eCommerce and Call Centre units in Nespresso Singapore. Together with his team, he ensures optimal sales performance and customer experience from their internal, external, and sales channels. He oversees the full digital & phone customer journey including performance marketing, from search to display and social, all the way through to the final conversion.

Currently, in his role, working closely with all stakeholders, he is overseeing a global shift in the management of eBusiness for Nespresso as operations are decentralised to markets and the headquarters are repositioned as a centre of excellence.

Globally, he ensures that available eCommerce merchandising tools (cross sells, up sells, highlights, testing) are utilised by users around the world to increase purchase volume and order amount without negatively impacting the brand.