Claire Sonnet Email & Phone Number

Geelong, Vic, Au

Geelong, Victoria, Australia

Lead projects to activate public spaces within Central Geelong & Waterfront. Using customer insights & positive working relationships with local business & landowners to inform new programs and public space offerings.• Managed COVID recovery Outdoor Activation projects across Central Geelong delivering outdoor amenity upgrades, neon artwork & dining parklets. End to end project management including budget management, project planning, concept development, agency briefing, business engagement and installation.• Delivered ‘Kick On’ trader engagement program to complement visiting immersive art installation, driving increased visitor engagement and spend in Central Geelong.

Melbourne, Australia

Product Lead - Melbourne Cup Carnival managing product portfolio across General Admission, Member and Corporate spaces. • Led cross-functional teams through annual agile cycle of product research, creative concept development, design & execution to deliver world class experiences, events and activations. • Delivered 10+ point NPS increase for General Admission spaces YoY.Facilitated post MCC Project Implementation Debrief (PID) workshops.• Led internal & external stakeholders through campaign analysis, research insights, design thinking exercises, future product design planning and financial modelling.Coordinated trial program to launch $125m Club Stand venue. • Trial program developed using customer journey mapping and audience segmentation insights to deliver target experiences for VRC audience segments. • Program involved rollout of trial branding, customer engagement, event operationalisation, and research & review process that ensured venue experience benchmarks were achieved.Relationships management with external creative agencies to deliver CX projects. • Major projects included creation of MCC illustrated map artwork and Flemington venue signage rebrand. Development of customer journey map research.• Annual MCC research to identify peaks and breakpoints in customer experience. Used to inform future campaign, experience, and event design.

Melbourne, Australia

Managed VIC/TAS premier partnership with Coles Group, driving initiatives to exceed annual fundraising targets. Expanded scope of role to include partnership communications and marketing.Key achievements• 700% increase in YoY engagement for 2017 Coles Redkite Run Melbourne team. Managed onboarding & engagement of 190 corporate team members raising over $60,000 for children and young people with cancer.• Conceptualised and developed fundraising marketing campaign to commemorate $15m raised through cause-related marketing. Campaign included the creation of recognition video that achieved over 1700 views on social media channels and received commendation from company leadership.

Greater Melbourne Area

Key Achievements • Promoted to a managerial position, overseeing a team of five contractors, supporting stores through deployment of service strategy projects.• Developed and wrote simplified Customer Service training guide for Customer Service Managers which was included as a key tool in a new national serving training program. • Planned and coordinated events on behalf of Coles Support Centre Service department including training workshops and executive strategy days.• Provided CX consultation on product requirements for IT innovation project to develop a self-scan shopping app for Coles Supermarkets.• Project managed a team of senior peers and 20 contractors during Christmas Service project that resulted in increased customer footfall and satisfaction.

OverviewJoined Coles as a member the 2014 graduate program, completing 3 rotations across business units in the Central Operations department. In September 2015 transitioned into a newly created Communications Lead and Business Analyst role in the Service Strategy team.CUSTOMER STRATEGY PROJECT LEAD • Researched and analysed emerging service technologies, using best practice examples to build a business case for Coles supermarkets.• Conducted qualitative customer research and analysis into customer insights. • Co-authored $9m business case for Scan&Go mobile shopping solution.• Produced Scan&Go internal marketing video to highlight advantages of mobile scanning technology and projected financial benefits.CUSTOMER CARE PROJECT LEAD (BUSINESS RESPONSES)• Completed a solo project to develop a new suite of brand response templates that addressed key customer and media enquiries and aligned with Coles policy.• Collated over 2000 business response templates to identify key topics of customer and media enquiries.• Liaised with stakeholders from across the business to determine correct policy and reach agreement on appropriate business messaging.• Project outcome was a new suite of 700 business response templates to be used by Customer Care department when responding to email and social media enquiries.COMMUNICATIONS COORDINATOR• Provided communications support for seven business units including Community Relation, Human Resources, Finance, Corporate Affairs, Supply Chain, IT and Service. • Partnered with Coles Supply Chain to set up and roll out dedicated communications channels and tools for distribution centre team members across Australia.

Bachelor Of Professional Communication, Public Relations, Advertising, And Applied Communication, Distinction

Design Sprint Bootcamp, Human Centred Design

Victorian Certificate Of Education