Andrew Todd Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

In this role, I added Property Operations to my existing accountabilities of Consumer Experience, Acquisition and Marketing. With the addition of Repairs and Maintenance, Compliance and Developments, this was an extensive role which allowed me to deliver significant change across many consumer & employee touch points. I developed & delivered a transformation strategy focused on Data Transparency, Digital Productivity and Service Delivery, achieving significant uplift in compliance, financial management and projects completed, as well as continued improvements to consumer and employee experiences.Underpinning this work was a focus on reducing our costs through better procurement and ensuring we had the right people in the right roles, doing the right work. A fantastic role that has been a real highlight!

Melbourne, Victoria, Australia

Making the jump from Telco / Retail to Aged Care was quite the shift, but one that proved to be an amazing experience. In this role, I was responsible for developing strategies that would assist BlueCross in recovering from the impacts of the COVID-19 Pandemic. By executing a digital transformation that focused on creating great customer experiences, modernising our ‘ways of working’ and enabling a performance focused operating rhythm, we were able to deliver occupancy that was consistently ahead of the top quartile benchmarks for Aged Care providers in Victoria. Other notable achievements included: Leading the development of the BlueCross 3 year IT strategy; leading the development of the BlueCross Marketing and Communications Strategy; and chairing the Occupancy Taskforce, a cross functional team created to coordinate efforts deliver our customer and employee experience goals.

Melbourne, Australia

In this role, I was accountable for the overall performance of a portfolio of Telstra owned retail stores located in Victoria. Additionally, I was the owner of the Victorian Customer Experience Strategy and a member of the National Customer Experience Board. The fast pace of retail, combined with the intensely competitive telco market, meant operating in an environment that was in a near constant state of evolution and responsiveness. Leading a large team consisting of area managers, store leaders and customer advisors, we delivered consistently high performance across a range of KPI’s, including Advocacy, Sales, Risk & Compliance. Over my time with Telstra, I was also able to develop my skills as an Emcee, regularly hosting local, state and national events and conferences.

Melbourne, Victoria, Australia

During this time, I worked with the Telstra / Salesforce Lab team to identify customer experience pain points and develop functional proof of concepts which demonstrated how Salesforce could address these issues and deliver a great customer experience. Using Agile Methodology, we delivered a wide range of customer experience initiatives across digital and face to face consumer touch points. A transformative introduction to Agile ways of working from an amazing group of people, that I’ve continued to apply in all of my future roles.

Melbourne, Victoria, Australia

In this role, I was responsible for managing risk, compliance & regulatory requirements across ~80 Telstra owned and licensed stores. This involved regular auditing, analysis of data and development of strategies to address sales and operational performance. On occasions where fraudulent activity was identified, I would also lead, or support others in leading, the investigation and resolution of these matters.

Melbourne, Victoria, Australia

In this role, I was responsible for managing risk, compliance & regulatory requirements across ~50 Telstra owned stores. This involved regular auditing, analysis of data and development of strategies to address sales and operational performance. On occasions where fraudulent activity was identified, I would also lead, or support others in leading, the investigation and resolution of these matters.

Melbourne, Victoria, Australia