Creating impactful experiences through collaborative Product Leadership.
Bobby Dilawari | 15+ Years of Experience in Digital.
Platform and audience facing product leader with 15+ years in Product Management and over 10 years in large scale global Product leadership roles.
With a successful track record in delivering core platform, web, and native initiatives in media content subscriptions, regulated gaming environments, e-commerce, and telco.
Focused on leading teams through the entire product lifecycle, working with engineering leadership to deliver best-in-class customer experiences and clear business outcomes. Passionate about effective platform design to deliver services at scale, enabling improved time to market, and flexibility in solutions to serve complex audience needs.
A committed evangelist of product-led strategy, growing teams, team mentoring, coaching, and fostering an inclusive product culture.
Adept at working closely with software engineering teams to articulate business aims, and in turn translating complex technical solutions into tangible business concepts to manage stakeholder engagement and buy-in.
Group Head of Product
2023 – Current
Customer Safety, Onboarding & Payments
888, William Hill and Mr Green
Global Head of Product
2022 – 2023
William Hill Sportsbook
UK & International
Head of Subscriptions Platform
2017 – 2022
Platform Product Leadership
News UK Subscriptions Platform
Self-Service Product Management
2015 – 2017
Enterprise Product Management
O2 Business
eCommerce Product Management
2010 – 2015
Transactional Data & Enterprise Product
Immediate Media, BBC Magazines
eCommerce & Digital Marketing
1999 – 2010
Founder, eCommerce & Digital Marketing Consultancy
Professional Experience
- Accountable for leading and steering regulated player experience teams to protect players and maintain compliance in all global markets for the combined 888 William Hill group of brands.
- Leading domain teams to meet compliance for ~20 international markets, in addition to UK.
- Steering and delivering strategic initiatives to address UKGC whitepaper, Spanish Royal Decree, AML, fraud & risk, and PCI compliance commitments.
- Leading the team to deliver a successful roadmap and experiences in preparation for the Qatar 2022 World Cup resulting in an increase share-of-wallet, ARPU, and player days during the tournament.
- Developing a North Star strategy to galvanise teams towards our vision and effectively measure performance.
- Representing Product & Technology to conduct in-depth UK market strategy research along with senior commerical, marketing and finance representitives to inform strategic direction.
- Introducing a revised Product Career Framework to identify and aid team development.
- Increasing team eNPS scores by 3x within 12 months.
- Successfully leading a mature Product team with tenure ranging from 7 – 30+ years through change.
- Leading cross-functional team of c.60 across 3 geo-locations, including Product, BA, Engineering and Delivery.
- Managing £7m budget for platform processing 9-figure transaction revenue for over 3m customer accounts.
- Responsible for frequent exec engagement and quarterly capex presentations to secure platform investment.
- Continuous roadmap delivery, contributing to £40m subscriptions revenue growth per year during tenure.
- Devised and led operations technology initiatives delivering consistent YoY FTE savings, including improved first contact fix rate, call deflection, and reduction in average call handling times.
- Successfully led on RFP’s, most recently securing new billing and payments provider resulting in projected £4m saving against existing baseline, whilst improving payments and checkout customer experience.
- Continually delivering initiatives to increase LTV, reduce churn and improved early life engagement.
- Accountable for consulting at all levels to develop and communicate roadmaps.
- Setting vision and engaging multiple teams to deliver change across complex technology stacks.
- Senior member of the News UK Product discipline council and Product mentor.
- Leading on multi-platform market analysis to identify best-in-class technologies to meet revenue, operational and cost saving targets.
- Leading roadmaps for O2 Business and O2 Business Help and Support.
- Responsible for the transformation of B2B digital experiences, enabling personalised B2B journeys.
- Managed in-house and agency resources successfully delivering 2 large scale initiatives during tenure.
- Led on user research and analysis to prototype, test, design, and build to deliver significant call deflection and call centre UX improvements.
- Integrated automated data-driven customer journeys to improve lead nurturing and multi-channel engagement.
- Part of the transformation of BBC Magazines from Print to Digital.
- Delivered first curated ecommerce experiences for BBC Magazines with Radio Times, Gardeners World and CBeebies publications.
- Developed new revenue streams and transactional experiences, leading cross-functional ecommerce team.
- Founded ecommerce retail and wholesale distribution operation.
- Leveraged ecommerce experience to consult in digital marketing, project management and development of custom online applications for small to medium sized business.
- Directed and set up offshore resource to support design, development, and digital marketing services.
- Exited in 2010.