Abby Luther Email & Phone Number

Sydney, NSW, AU

Sydney, Australia

• Manage the Yates family of brands digital and consumer touch points, including CRM, Yates Garden Community, social media, websites, Yates Shop (eCommerce), Growing with You eMagazine, PR, live chat and Consumer Advice.
• Responsible for Yates Digital Marketing, CX and Content strategies, ensuring plans and business cases support commercial plans and profitability goals.
• Responsible for operational effectiveness and conversion of the Consumer Experience Team across consumer satisfaction measures, consumer experience strategies, programs, initiatives and emerging issues to enable.

Sydney, Australia

• Responsible for ANZ CRM platforms, including the Data Management Platform (DMP) and integrations with various CMS, eCommerce, Ratings and Reviews, live chat, contact centre and social listening/monitoring/publishing.
• Responsible for ANZ digital personalisation strategy and roadmap, strategic direction and business planning of customer direct marketing communications, business case writing, customer data strategy and customer.
• Consult and partner with brands teams to enable best practice personalised marketing, including customer journey mapping, persona/audience, value proposition and content strategy development, and CX and UX reviews.

Sydney, Australia

• Cross functional role managing progress towards corporate objectives of repeat business and customer value growth, while also being responsible for overseeing the enterprise CRM platform, related Apps and tools to.
• Responsible for all customer marketing communication, including Go Places with Toyota, a 76-page bi-annual magazine that is delivered to customers in hard copy and available to the public for tablet devices.
• Responsible for the development of reporting and analytical roadmaps, while ensuring database segmentation projects deliver on strategic objectives to implement automated eCRM programs along the customer journey and.

Sydney, Australia

• Cross functional role managing Toyota’s acquisition direct marketing, while also being responsible for overseeing Toyota’s Customer Experience and Marketing Contact Centre.
• Managed direct marketing and experiential activations (including event management), and development and execution of communications strategies for lead generation, management and engagement.
• Analysed prospect data to identify actionable insights for optimising future communication strategies.

Sydney, Australia

• Responsible for direct marketing to those looking to buy a new Toyota, including the development of a quarterly Toyota electronic newsletter.
• Documented and presented acquisition communication strategies and campaign material to internal stakeholders to seek consensus and obtain endorsement, and then shared campaign results and actionable insights to enhance.
• Responsible for the development and distribution of all Dealer Network communications, including Dealer bulletins, information packs and newsletters for communication of direct marketing acquisitions activity.

Sydney, Australia

• Responsible for the IT solution for complaint management for the Toyota Customer Experience Call-Centre (CEC), and reporting for all relevant meetings and requirements.
• Managed CEC data integrity (customer personal data and case coding), including related IT and/or communications initiatives aimed at improving data quality and completeness.
• Strategy Lead for the Customer Satisfaction (CS) Survey benchmarking refresh.

Sydney, Australia

• Account management for Toyota Motor Corporation Australia and Toyota Finance Australia.
• Gathered information and analysed needs of existing clients to develop and implement clever and innovative marketing technology solutions that met the identified needs.
• Prepared detailed project specifications for all parties involved, including comprehensive time lines, and managed projects to ensure they ran smoothly and were completed within time allocated.
• Business development with existing clients.

Sydney, Australia

• Managed all aspects of the National CS Survey Program, including working with cross functional teams on systems integrations that involved CS and personal customer data.
• Provided support and training to business stakeholders for the program, including quarterly interstate travel to conduct training sessions.
• Ran ad hoc statistical analysis on CS data, developed insights and produced Divisional to Director level reports monthly.

Sydney, Australia

Psychologist within the Job Related Assessment Unit working on job assessment and development centres

Sydney, Australia

Sydney Bipolar Disorders Clinic Coordinator and Database Manager based at the Black Dog Institute

B Psychology (Hons), Psychology

M Organisational Psychology