Andy Hitchen Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Accountable for all Medibank operational teams, spanning 1,000 people and A$140m budget. Includes Customer facing channels, customer service digitisation program, enterprise productivity, and all back of house operations.

Melbourne, Australia

Accountable for leadership of Customer Channels at Medibank, working with a team of 800+ passionate people to serve customers however they want to engage with us - digitally, face to face, or over the phone. The Customer Channels make easier and better for customers to become Medibank members, to use our services, and engage with us. Operational Excellence drove the customer experience digitisation and enterprise productivity program.Achievements included:Returned business to sustained growth after multiple years of customer volume declines.Delivered step change in team engagement, via proactive engagement plan, improved ways of working, and clearer performance metrics and reward and recognition.Led the Customer Communication response for major cyber security incident.Digitised the customer experience, delivering 70% digital sales growth and A$10m in productivity over 3 years.

Melbourne

Your Community Health enables health, wellbeing and dignity for all people in northern Melbourne by providing responsive and accessible services.We offer diverse medical, dental and allied health services and support programs to anyone, through a combination of outreach, client-based and centre-based activities. We provide priority access to those most at risk of health inequalities and those that may face barriers to accessing traditional health services.

Melbourne, Australia

Accountable for all e-commerce sales for Telstra's largest business unit, including delivery of channel transformation and growth strategy, and revolutionising customer experience. Includes 5 months as Acting Executive Director, Telstra Digital.Delivered 50% y.o.y. sales growth.Grew Digital from 6% of consumer sales to 12% in 6 months, with Digital now a critical part of Telstra's strategy.Transformed culture via implementation of Agile ways of working.Implemented customer experience transformation, leveraging Human Centred Design to transform e-comm experience, more than tripling conversion rates.

Victoria And Tasmania, Australia

Accountable for leadership of 100 company-owned and licensee stores with 2,000 staff, as well as Telstra's regional community relationships in Victoria & Tasmania. Includes 5 months as Acting Executive Director, Telstra Retail and Regional.Key achievements included:Transformed retail business from worst performing region to best performing, outperforming all other regions on revenue & EBIT growth.Revolutionised retail customer experience, growing episode NPS from 24% to 42% over three years.Led 'Future Retail Environment' new store program, securing $100m capital investment and winning Inside Retail's "2019 Best Store Design" award.

Melbourne Area, Australia

Accountable for improving merchandise processes and systems to better support frontline staff and execution. Key achievements include:Overhauled Coles Liquor trade operating model, delivering improved return on investment, operational execution and increased supplier investment.Led development of IT strategy and implementation for Liquor Group, securing $20m capital investment.

Melbourne, Australia

Management of A$2B grocery trading division including delivery of P&L targets, leadership of buying team, evolving customer offer, setting marketing strategy, and management of supply chain performance and supplier engagement. Implemented major performance turnaround, delivering 6% annual profit growth. Achieved by building supplier collaboration, addressing key personnel under-performance, and improving supply performance.

Australia

Bottom line accountability for $2B business, with 2000 employees and 220 service stations nationally. Responsibilities included leadership and culture, sales performance, and risk management of a 24/7, 365 days p.a. operating unit.

Melbourne, Australia

Responsible for product strategy and offer development across all major customer segments. Accountable for external communications including ASP & sales force training with annual budget of $15m.Key achievements included:Restructured team to customer-segment model, shifting culture to customer-needs based product development.Led development of product slate strategy, including current products, bio-fuels and future technology introduction.

Melbourne, Australia

Accountable for strategy development for Australia and New Zealand business units. Key achievements included:Led development of growth strategy for mid-distillate in Australia, covering refining, supply chain, infrastructure, and marketing businesses.Led development of Retail participation strategy, delivering $20m cost reduction, and securing BP Group COO approval for recommendations and $60m investment.

Shanghai City, China

Led Business Development for Castrol's Industrial Lubricants business in China. Responsible for Key Account Management and Sales, and Director and VP-level relationship and business development with global strategic accounts operating in China and throughout Asia Pacific (GE, VW, Ford, Caterpillar, General Motors).Major achievements included:Led China market entry for Castrol's "chemical management services" business, growing to over $2m revenue across a portfolio of strategic accounts.Created 5 year business strategy covering marketing and branding plan, route to market, and development of organisational capabilities and engagement.Implemented talent development plan, creating sustainable local team to continue to deliver growth post my exit from China.

Australia

Responsible for management of teams of engineers at customer sites, with a focus on delivering and quantifying value for the customer. Management of top tier Industrial Lubricant customers within Australia.

Melbourne, Australia

Management of a portfolio of BP Dealers (wholesale fuel customers) with an annual turnover of in excess of US$300m. Included BP Australia's largest dealer customer. Focus on relationship management, and customer support through advise and consultation on business model and operational issues.

Melbourne & Sydney, Australia

Participated in BP's graduate trainee scheme, including the following roles:Retail Marketing ManagerRetail Network Planning AnalystFranchise Development Analyst

Company Directors Course

B. Comm (Hons), Commerce (Strategic Management)

Activities and Societies: Golden Key Society