Experience

  • General Manager Customer Journey Design, Technology & Transformation Program Management

    at Telstra

    April 2016 - September 2018

    State of New South Wales

    Focused on unlocking customer experience, productivity, and sales opportunities through the re- design of the assisted customer journey, and supporting service model. Included the program management of supporting changes across optimisation of existing technologies; introduction of new technical solutions; and re- engineering of processes within the Contact Centre environment, so as to deliver $10m of benefits p.a. in a time of ever-increasing product complexity. Exceeded return on investment program targets. Crucial to this role was: • Creation of a three-year strategic plan, and supporting product roadmap • Program management of more than 40 projects • Customer and People journey mapping so as to identify areas of opportunity and break- points • The ability to create and lead cross Business Unit and cross vendor teams so as to deliver a number of “new to Telstra” technologies. • An informed but “challenge” mindset to the endorsed strategy and product roadmap

  • General Manager Build & Deployment, Customer and Channel Readiness

    at Telstra

    April 2013 - April 2016

    State of New South Wales

    Responsible for ensuring that change initiatives targeted at Telstra’s 16 million Consumer and SMB customers realize their forecast returns in a manner which drove positive employee engagement across the 20,000 customer facing staff; a superior customer experience; and, ultimately, improved shareholder value. The role required strong stakeholder engagement at executive levels; with a focus on the change impact across all customer episodes. • Led a high performing team, and multiple cross Business Unit virtual teams. The ability to set a vision and drive a collective energy towards realisation of this was critical • Ensured that any opportunities, risks or trade- offs were assessed, socialised, endorsed and actioned. • Maintained a singular view of all projects within portfolios to ensure prioritisation, quality and timely delivery. • Engaged with Channel stakeholders and product owners to manage design conflicts. • Created an environment of continuous, iterative learning

  • General Manager NBN Data, Analytics & Reporting

    at Telstra

    December 2010 - April 2013

    State of New South Wales

    Responsible for ensuring that Telstra had an appropriate data strategy in place to support optimization of commercial performance and customer experience within the newly forming NBN environment. KPIs were targeted on (a) overseeing the end to end data flow within the organisation, and (b) ensuring that these data capabilities supported management processes, analytical insights and were leveraged to facilitate customer migration to NBN. I focused on: - Optimising the timeliness and accuracy of data flows - Program managing reporting, analytical, and capability projects associated with the NBN - Designing and building a value-based sales approach - Improving Account Manager capability to support customers through migration - Providing consultative recommendations to optimise marketing, operational and customer management efficiencies - Designing and implementing a business performance reporting framework to support informed decision making and course correction

  • General Manager Safe & Respected, Segment Marketing

    at Telstra

    June 2008 - December 2010

    State of New South Wales

    Responsible for acquiring, retaining and maximising share of wallet and EBiT outcomes across Telstra's consumer portfolios for those over 60 years old. Full P&L accountability for the largest Telstra consumer segment; comprising over 2 million customers and annual revenues in excess of $1.58Bn. The segment strategic and marketing plan covered: • Creation of three-year strategic plan, and supporting program of work • The creation and maintenance of product roadmaps across multiple categories • Design and execution of Customer LifeTime Management pathways • Formulation of profitable pricing strategies to drive product adoption, usage and tenure • Translation of segment insights into processes, techniques, language and sales tools which support Channels in maximizing sales productivity and customer satisfaction • Garnering and socialisation of customer segment insights and value propositions to ensure effective incorporation into all strategic planning and marketing activities

  • Senior Strategy Specialist

    at Telstra

    June 2006 - June 2008

    State of New South Wales

    One of a team of two Strategy Specialists for the largest consumer family segment; charged with attaining a revenue target of $1,497M, developing and executing long term multi- dimensional programs of work focused on realizing specific Key Performance Indicators (KPI’s). These programs of work covered Pricing, Packaging, Customer and Channel Experience, and Value Proposition Development. The primary KPI was to mitigate abandonment of the home phone across the entire consumer base; with a secondary KPI of optimizing cross and up- sell for the segment in particular.

  • Solutions Consultant, Data Based Marketing

    at Baycorp Advantage (now Equifax)

    June 2003 - June 2006

    State of New South Wales

    Consultative role working closely with clients to define their issues and business objectives and develop data based marketing solutions which support these defined needs. • Regularly conducted market and client specific performance analysis to gain an understanding of a portfolio’s profile, and assist in the identification of forthcoming trends which can be leveraged in future strategies; primarily focused on improving market share through brand development and campaign execution. • Produced business plans designed to optimize portfolio profitability at each stage of the customer life cycle leveraging the techniques of Price Point Marketing • Created and maintained iterative marketing plans • Project managed and developed multi- annual marketing channel plans • Retained line manager responsibility • Successfully negotiated multi million dollar contracts with organizations in a number of sectors; whilst ensuring mutually beneficial relationships.

  • Account Director

    at Total DM

    August 2001 - August 2002

    Leicester

    2-IC within the company reporting directly to the company and Group Managing Directors, my role was truly multi- functional. • Responsible for the provision of proposals and business cases for projects extending from one- off data management work to the testing and nationwide implementation of loyalty schemes. • Accountable for the creation, implementation and ongoing refinement of data-based marketing campaigns and customer loyalty programs. • Controlled contract and rate card negotiation, maintenance of account efficiency and accuracy, and the provision of innovative solutions to meet my clients’ direct marketing and customer management needs. • Educated clients and prospects on database marketing through both one on one forums and monthly external seminars • Developed and managed my own prospect, client and supplier networks

  • Senior Account Manager, Marketing Services

    at Experian

    September 1996 - August 2001

    Nottingham

    Managed a seven person multi- disciplined team servicing a £1.2 million direct marketing account, with responsibility for maintaining operational efficiency as well as identifying quality solutions to meet client's direct marketing and customer management needs

Education

  • Diploma in Direct Marketing

    at Institute of Direct Marketing

    1999 - 2000 (1 year) Nottingham

  • BA (Hons) European Studies

    at Nottingham Trent University

    1992 - 1996 (4 years) Nottingham

Languages

  • English Native

Hives