As a Product Manager at WithWine, I oversaw and was responsible for a suite of direct-to-consumer (DTC) winery software products aimed at enhancing sales, streamlining club management, and optimising customer relationship management. The WithWine platform comprises three distinct products serving both B2C and B2B segments. These products consist of a point-of-sale system, comprehensive winery management tools (CRM, Winery Club Management, eCommerce), and a user-friendly B2C consumer… Show more As a Product Manager at WithWine, I oversaw and was responsible for a suite of direct-to-consumer (DTC) winery software products aimed at enhancing sales, streamlining club management, and optimising customer relationship management. The WithWine platform comprises three distinct products serving both B2C and B2B segments. These products consist of a point-of-sale system, comprehensive winery management tools (CRM, Winery Club Management, eCommerce), and a user-friendly B2C consumer application. This application empowers customers to make direct purchases from wineries in Australia, the United States, and New Zealand.Key Achievements• Successfully gathered valuable UX feedback from both internal and external users, leading to the identification and removal of user impediments, ultimately improving overall satisfaction.• Carried out comprehensive reviews of user journeys for each product, resulting in significant enhancements to user experience (UX) and user interface (UI).• Employed competitive research on competitors' UI and UX, implementing key strategies that solidified our position as a product leader.• Accomplished the implementation of over 450 new product features and bug fixes across the suite of three products, driving innovation and addressing issues promptly.• Maintained an impeccable release track record, resulting in minimal production rollbacks of new features and bug fixes, ensuring uninterrupted service for users.• Took the lead in gathering, prioritizing, testing, and reviewing all platform launch requirements for the United States market, including intricate components such as tax-exclusive pricing with state-based tax application, state-based shipping, and advanced product pricing.• Ensured that all development work commenced with clear requirements, facilitating smoother and more efficient sprint cycles. Show less

SALES AND OPERATIONS MANAGERWithWine Ltd | Sydney | November 2020 – March 2022A sales and operations manager role within WithWine, building out the winery portfolio of clients. Building key relationships with stakeholders and external vendors, solving customer challenges through creative reasoning and system enhancements.Key Achievements• Created and implemented new sales pipeline to manage the leads through from lead generation through to onboarding and… Show more SALES AND OPERATIONS MANAGERWithWine Ltd | Sydney | November 2020 – March 2022A sales and operations manager role within WithWine, building out the winery portfolio of clients. Building key relationships with stakeholders and external vendors, solving customer challenges through creative reasoning and system enhancements.Key Achievements• Created and implemented new sales pipeline to manage the leads through from lead generation through to onboarding and go-live.• Increased new winery subscription on the platform by thirty percent year on year.• Maintained zero percent churn from the platform.• Managed winery feedback and implemented new feature requests combined with new ways of working to support winery satisfaction and Show less

Responsible for driving continuous improvement within the customer hub support functionsfor Endeavour Drinks portfolio; Dan Murphy’s, BWS, Langton’s, Cellarmasters, Pinnacleand Endeavour Delivery.Key Achievements: Implemented a full inbound customer workflow for call and form-based enquiriesand led key system configuration to support a new customer hub operatingstructure to connect customers with correct skill Created a full suite of value stream maps (VSMs)… Show more Responsible for driving continuous improvement within the customer hub support functionsfor Endeavour Drinks portfolio; Dan Murphy’s, BWS, Langton’s, Cellarmasters, Pinnacleand Endeavour Delivery.Key Achievements: Implemented a full inbound customer workflow for call and form-based enquiriesand led key system configuration to support a new customer hub operatingstructure to connect customers with correct skill Created a full suite of value stream maps (VSMs) for key processes identified aspart of a major technology re-platform to identify time efficiencies and cost savings Fully scoped requirements and implemented phone-based customer satisfactionsurveys (CSAT) which led to a key measure for the success of our customer hubteam. This gave the business the first insight into what customers thought of theservice offered which, in turn, led to key strategic decision making to reducecustomer hub costs Successfully documented, reviewed and signed off ~150 customer hub processesto support a key knowledge transfer event in conjunction with a major businessstructure change Rolled out and maintained customer hub work from home strategy during theCOVID-19 pandemic outbreak to ensure business continuity. Show less

Leadership role in the Customer Hub within the Endeavour Drinks portfolio of businesses.Driving operational performance to deliver positive brand and contact centre outcomes.Key Achievements: Ensured adherence to budget whilst achieving business KPI’s Ensured forecasting projections met staffing requirements Documented key contact centre processes for all functions and business areas toensure business continuity and reduce risk. Applied comprehensive… Show more Leadership role in the Customer Hub within the Endeavour Drinks portfolio of businesses.Driving operational performance to deliver positive brand and contact centre outcomes.Key Achievements: Ensured adherence to budget whilst achieving business KPI’s Ensured forecasting projections met staffing requirements Documented key contact centre processes for all functions and business areas toensure business continuity and reduce risk. Applied comprehensive knowledge and application of General Retail IndustryAward to manage team and ensure allocated job roles were within the awardstructure to support business payroll compliance. Ensured budgeted staffing costs complied with allocation of award rankings Show less

A senior Leadership role within the Langton's Brokerage and Langton’s Winery Direct(LWD) businesses, managing the day to day operations. Providing timely insights back tothe business leadership to enable future growth opportunities.Key Achievements: Implemented customer insight reporting with the management team to identify keycustomer trends and pain points. Enablement and operation of drop ship vendor fulfilment model within the WineryDirect business to open… Show more A senior Leadership role within the Langton's Brokerage and Langton’s Winery Direct(LWD) businesses, managing the day to day operations. Providing timely insights back tothe business leadership to enable future growth opportunities.Key Achievements: Implemented customer insight reporting with the management team to identify keycustomer trends and pain points. Enablement and operation of drop ship vendor fulfilment model within the WineryDirect business to open up additional (~$100k) top line revenue per annum. Consolidation of two state-based warehouses into one national warehouse whichresulted in cost saving and an optimised fulfilment strategy. Winback negotiations with winery partners as it related to system and processfeedback. Business lead for various integration projects between 3rd party winery softwareand LWD ERP. Show less

Team leadership role in an entrepreneurial direct to consumer wine sales business,leading a small team of ~ 20 outbound phone agents driving sales and conversion.Key Achievements: Implemented a new customer service team structure to handle B2C and B2Bbusiness concerns. Increased overall sales team growth in a competitive landscape.