Manage the portfolio of 2.2 million customers to drive customer growth and market share through retention and acquisition initiatives ● Key adviser in the creation of the insights-led Customer Strategy program (B2B and B2C) for the organisation● Led the development of a predictive attitudinal segmentation model for 2.2m customers, including tailored segment propositions, resulting in accelerated customer growth● Developed insights to drive evidence-based decision making.

Drove the development of the overall vision and strategic roadmap of the Chief Member Office. Delivered market, competitor and customer insights which shaped the strategy, and marketing and customer experience efforts resulting in exceeding enterprise goals. Worked collaboratively across the wider enterprise leadership group and the division. Led business unit of 10.

Accountable for development, ongoing enhancement and alignment of the Customer Strategy to Corporate Strategy to achieve desired customer growth. Brand and Customer Marketing champion and advocate to achieve common goals• Influence key business stakeholders to foster the development of a integrated, rich marketing strategy across all customer segments to deliver on corporate goals• Provide creative and customer-centric direction in order to strengthen marketing integration, business guidance and alignment, provide customer insights, drive campaign and channel optimisation through analysis and testing, drive digital agility (cross-functional teams), and improved customer experience• Utilise research and data to generate insights which shape strategic improvements, lead change, influence customer experience initiatives and influence improvements to product/services

Brand Custodian. Led the creation of the Group Marketing vision, and the Brand, Sponsorship and Advertising strategies and plans and provided core input into the Digital and Social Media strategies, whilst cultivating partnerships with internal and external stakeholders including sponsorship partners, advertising agencies and strategy consultants. Led teams of up to 12.Achievements:Creation of the brand, sponsorship and media and advertising strategies in line with the corporate strategy to position QSuper as a market leading fund in preparation for market entry. Most importantly, nurturing relationships with stakeholders to ensure strong engagement, internally and externally, with the QSuper and QInvest brands.• Guided executive and senior leader decisions to orchestrate the QSuper and QInvest rebrand. Launched the two brands successfully to market, driving a significant uplift in member engagement and brand perception levels• Maximised media share of voice, brand awareness and consideration without increasing spend• Rebalanced the sponsorship portfolio to deliver meaningful brand engagement and an increase in financial advice appointments• Influenced incorporation of the brand strategy into the corporate strategy for the first time• Influenced teams across the organisation, including legal and regulatory, insurance and investments to adopt the new, plain English tone of voice in external publications resulting in a reduced inbound enquiries • Key influencer of the social media strategy resulting in a fan base increase from 97 to 11,000 in 12 months• Executed strategic, omni-channel marketing projects to tight timeframes and budgets

Creation of the marketing strategy for the organisation across multi-channels, including employer, customer and adviser. Uplifting digital capability including the introduction of responsive design for the website, member portal and social media marketing.

Accountable for 680,000 residential, corporate & business customers. Functions included customer and communication strategy, segmentation and customer experience programs, digital strategy, product marketing and 2 x 80 seat contact centres. Led strategic projects with Energex for the Federal Government. Led large cross functional teams and direct teams of ten. Achievements:• Key adviser to the national Ministerial Council on Energy on customer impacts of Federal Government legislation changes such as Tariff Reform. Provided trial results of benchmarking household electricity usage on energy bills which resulted in reductions in electricity usage. Electricity benchmarking was subsequently legislated, and compliance required nationally by all retail energy providers. • Introduced the digital strategy and led the build of a new Ergon Energy website delivering a 40% unique visitation increase and the launch of a social media strategy for disaster communication resulting in a fan base of more than 13,000 within three months • Conducted highly successful state energy reduction initiatives, used as MVPs for other national energy providers and government bodies, which deferred network augmentation builds for up to two years in pressured areas, and capital spends of up to $500m. • Key leader of the Retail Sale of Ergon’s corporate customers to AGL, resulting in: o Effective external communications, such as media liaison and releases and online content, and clear internal communications to employees o Smooth transition of corporate customers to AGL for customer service and billing o Achievement of a $1.2 billion sale price for the Queensland Government• One of only 30 employees selected by the Executive Leadership Team to participate in the Senior Leadership Succession Program (two-year intensive program)

Senior leader in the marketing team and Retail business unit contributing to the corporate strategic direction, and specifically focussing on developing and deploying the B2B and B2C channel strategy. This involved developing and overseeing the deployment of all channel related strategies to enable corporate and business growth in Southern markets, such as establishing new contact centres and digital channels, to support the sales of energy related products across all segments in preparation for full market deregulation.Achievements:Key leader and stakeholder of the Retail Sale Project of Ergon Energy’s corporate retail customers to AGL, which resulted in:• Smooth transition of corporate retail customers to AGL for customer service and billing• Effective communication strategy development and implementation for Ergon Energy’s electricity distribution division• Development of new processes for the distribution division to achieve minimal disruption for large corporate customers• Achieving a sale price of $1.2 billion for the Queensland Government

Accountability for growth and acquisition targets for 55,000 business customers, including effectively targeting specific customer profiles to ensure sales targets were met. Create new channels to market at low cost to effectively service the business customer segment.Achievements:• Developed a new B2B channel management strategy for 55,000 business customers achieving a revenue increase of 23 per cent• Established a digital portal to provide campaign information and measurement in real-time allowing agile adjustment of product offers• Created and implemented a reward and recognition scheme for 160 sales managers resulting in career progression desire by retail staff• Introduced a marketing activity training plan for 250 Telstra Country Wide front-of-house sales staff who became better equipped to close salesPrevious positions:Marketing ManagerGeographe Bay (WA) Tourism AssociationB2B Marketing Manager (Meetings, Incentives, Conferences, Events)Australia's South West (WA) Tourism Organisation Segment Marketing Manager / Regulatory Manager / New Customer and Winback SpecialistTelstraMarketing CoordinatorTourism QueenslandTravel ConsultantFlight Centre