As Chief Customer Officer I led the organisational development of product and marketing. My role focused on championing customer advocacy, driving growth, and enhancing brand loyalty in a fast evolving market. Overseeing 5 products, and marketing, I guided Sky through key shifts in consumer demands while optimising operations and fostering team collaboration.KEY RESPONSABILITIESExecutive Leadership Team member reporting to the CEO and Board, shaping product and marketing strategies… Show more As Chief Customer Officer I led the organisational development of product and marketing. My role focused on championing customer advocacy, driving growth, and enhancing brand loyalty in a fast evolving market. Overseeing 5 products, and marketing, I guided Sky through key shifts in consumer demands while optimising operations and fostering team collaboration.KEY RESPONSABILITIESExecutive Leadership Team member reporting to the CEO and Board, shaping product and marketing strategies aligned with Sky’s long-term goals.Led Sky TV, Business, Neon, Sky Sport Now, and Sky Broadband marketing and product initiatives, managing ~1M customer relationships and ~$700M p.a. revenue.Directed end-to-end marketing functions, including Brand & Planning, Sports & Entertainment, Digital & Growth, and Customer Value Management, with a ~$30M budget.Guided a team of 100+, including 5 senior leaders, with an operating budget of ~$10M.KEY ACHIEVEMENTSRevenue Growth: Grew subscriber revenue 4%, achieving $691M in three years with double-digit growth in Streaming (+40%), Sky Business (+17%), and Sky Broadband (+40% YoY).Efficiency Gains: Delivered $10M in savings and reduced marketing overhead by 24% through team restructuring, aligning resources for agility and capability.Product & NPS Lift: Boosted TV NPS 25 points and achieved 25% adoption of new devices within 18 months by realigning product roadmaps and executing a high-impact marketing reset.Brand Advocacy: Enhanced portfolio-wide NPS through customer and data-driven product roadmaps, underpinned by strategic planning frameworks.Martech Implementation: Enabled advanced marketing technology for scalable digital campaigns with significant performance gains.Award-Winning Broadband: Led the growth of Sky Broadband, earning Canstar and Consumer Magazine recognition for market-leading experience.Team Engagement: Increased engagement 17 points with an integrated Customer team structure, fostering alignment and collaboration. Show less

A secondment role held in conjunction with Head of Broadband, this role was to provide leadership to a newly formed agile squad. An experiment in potential agile frameworks, under my leadership saw the consolidation of Sky TV initiatives with a single prioritisation framework and delivery. It successfully demonstrated the potential of agile, bringing together capabilities across the organisation to deliver critical initiatives as well as identifying new opportunities.

Sky was building a broadband product providing a relevant adjacent service to customers as well as creating a new revenue stream. Although well progressed, a leader was required to provide organisational and team leadership and strategic and commercial direction through the critical delivery phase and on to a viable operational product. I was approached for this role, with my past telco product and marketing skills and experience launching new products. KEY RESPONSABILITIESMember of… Show more Sky was building a broadband product providing a relevant adjacent service to customers as well as creating a new revenue stream. Although well progressed, a leader was required to provide organisational and team leadership and strategic and commercial direction through the critical delivery phase and on to a viable operational product. I was approached for this role, with my past telco product and marketing skills and experience launching new products. KEY RESPONSABILITIESMember of Customer Senior Leadership team, reporting to the Chief Customer Officer.Led the Sky Broadband Product, Marketing, Technology and Delivery teams through design, build, launch and into BAU operations.Provide strategic direction on Sky Broadband inline with Sky’s overall strategy.Accountable for Sky Broadband P&L, Capex investment and Marketing budget.Leading a team of 3 Product and Project leaders as well as ~30 cross functional project team membersKEY ACHIEVEMENTSCreation of revised Sky Broadband Strategy including proposition and business plan, presented and endorsed by Sky Board.On time launch that exceeded key customer success measures of sales and customer experiencesWithin 1 year of launch established product as the market leader for customer experience and number 2 share of growth in the market, exceeding subscriber performance of industry peers. Leadership of cross functional project team with above average employee engagement. Show less

KEY RESPONSIBILITIESMember of the Retail Senior Leadership team, reporting to the Retail Chief Executive.Lead the Commander Small Business Product and Marketing and Retail Devices teamCreate and execute Small Business Product and Marketing plans and device roadmaps.Accountable for the Commander P&L, associated Marketing budget and devices CAPEX budget.Direct Reports: 2 Team Managers and 4 Senior Product Managers; total team of 15.KEY ACHIEVEMENTSSuccessfully led… Show more KEY RESPONSIBILITIESMember of the Retail Senior Leadership team, reporting to the Retail Chief Executive.Lead the Commander Small Business Product and Marketing and Retail Devices teamCreate and execute Small Business Product and Marketing plans and device roadmaps.Accountable for the Commander P&L, associated Marketing budget and devices CAPEX budget.Direct Reports: 2 Team Managers and 4 Senior Product Managers; total team of 15.KEY ACHIEVEMENTSSuccessfully led a series of product initiatives that saw the gross margin stabilisation for 6 consecutive months following previous years of earnings decline.Develop and launch new nbn internet and IP voice products that delivered 6 consecutive months of ARPU and margin growth as well as removing several key customer billing pain-points.Oversaw the implementation of Salesforce Marketing and Sales Cloud platforms to deliver critical direct marketing journeys in support of legacy technology migration.Identified and onboarded a new marketing agency for the delivery of challenger marketing campaigns aimed at increasing brand consideration.Delivered a 40% reduction in device CAPEX through a program that saw better utilisation of returned devices.Oversaw the sourcing and selection of 2 new modems in a multi-brand/supplier approach that would also reduce unit costs by 20%Delivered a team employee NPS score that was among the highest in the Vocus Retail group Show less

KEY RESPONSIBILITIESDevelop product and pricing strategies to support the Consumer leadership team’s customer growth strategy.Provide consultancy to Product Mangers on product plans and product development.Identify and communicate product requirements for new IT system implementations.Transitioned to a broader strategy and leadership role focused on ‘resetting the consumer strategy’.KEY ACHIEVEMENTSDelivered a multi-product and pricing design strategy to support the… Show more KEY RESPONSIBILITIESDevelop product and pricing strategies to support the Consumer leadership team’s customer growth strategy.Provide consultancy to Product Mangers on product plans and product development.Identify and communicate product requirements for new IT system implementations.Transitioned to a broader strategy and leadership role focused on ‘resetting the consumer strategy’.KEY ACHIEVEMENTSDelivered a multi-product and pricing design strategy to support the increase customer product holdings along with an improved ARPU and AMPU on core internet and mobile products.Co-authored strategy, presented to and ratified by the board, resetting Consumer strategic focus to one of prioritised base management and product margin to deliver sustainable growth.Tapped to step up to General Manager Consumer Products role in an acting position leading Products, Operations and Devices. Show less

KEY RESPONSIBILITIESLead the TV & Content Product Marketing team as a Senior Leader of the TV & Content team with 13 direct and indirect reports covering marketing, product, advertising and social responsibilities. Manage a wide portfolio of entertainment products and partnerships along with Optus’ content social media function and Optus Sport advertising sales.Create differentiation through content propositions and drive adoption and usage of content products. KEY… Show more KEY RESPONSIBILITIESLead the TV & Content Product Marketing team as a Senior Leader of the TV & Content team with 13 direct and indirect reports covering marketing, product, advertising and social responsibilities. Manage a wide portfolio of entertainment products and partnerships along with Optus’ content social media function and Optus Sport advertising sales.Create differentiation through content propositions and drive adoption and usage of content products. KEY ACHIEVEMENTSDesigned and implemented a new Product Marketing team that incorporated Social Marketing and Advertising Sales functions.Strengthened the position of content as a reason to join Optus to a consistent #2 through product simplification, always on marketing and new product delivery.Led the development of an advertising partnership with a global partner to create a unique selling alliance and world first ad-tech capability.Brought together Optus, Fetch and Google to create the first Google Assistant TV STB integration in Australia.Achieved above forecast subscriber and revenue growth on Fetch TV with new bundle and content pack constructs and simplified marketing.Introduced new sampling/prospecting on Optus Sport, growing audience and Optus customer numbers. Show less

KEY RESPONSIBILITIESLead the Prepaid Product Management team of 4 Senior Product ManagersSetting the strategy and managing the P&L of the Prepaid portfolio including partner Boost.

KEY RESPONSIBILITIESLead cross functional teams across Telstra including cross company program leadership with an immediate team of 2 General Managers and 15 indirect reportsFocus on network growth, building and launching integrated mobility and fixed products, product managementSet and execute strategic direction of Telstra's unique integrated Wi-Fi product and associated Wi-Fi network.Manage +$25m network investment program.KEY ACHIEVEMENTSAppointed as acting Head… Show more KEY RESPONSIBILITIESLead cross functional teams across Telstra including cross company program leadership with an immediate team of 2 General Managers and 15 indirect reportsFocus on network growth, building and launching integrated mobility and fixed products, product managementSet and execute strategic direction of Telstra's unique integrated Wi-Fi product and associated Wi-Fi network.Manage +$25m network investment program.KEY ACHIEVEMENTSAppointed as acting Head of Telstra Air following the promotion of previous leader. Re-positioned Telstra Air strategy across 4 key priorities and gained endorsement from Products Group Managing Director and Retail Group Executive.Established new team to deliver the next major phase of Telstra Air Network and Product Strategy.Developed and executed customer experience plan to place Telstra Air ahead of the curve for Wi- Fi network experience. Show less

KEY RESPONSIBILITIESLaunch Telstra’s #1 market differentiator, Telstra Air by changing the way Australian’s see Wi-Fi networksCreate Australia’s largest Wi-Fi network offering unique connectivity and value.Lead product team of 3 Senior Product Managers & 2 Product Specialists, responsible for designing, building and integrating Telstra Air into mobility and fixed products with amazing customer experiences.Provide leadership to a cross-company team to execute on differentiation… Show more KEY RESPONSIBILITIESLaunch Telstra’s #1 market differentiator, Telstra Air by changing the way Australian’s see Wi-Fi networksCreate Australia’s largest Wi-Fi network offering unique connectivity and value.Lead product team of 3 Senior Product Managers & 2 Product Specialists, responsible for designing, building and integrating Telstra Air into mobility and fixed products with amazing customer experiences.Provide leadership to a cross-company team to execute on differentiation strategy.Responsible for managing key strategic partnership with global partner Fon.KEY ACHIEVEMENTSAppointed to the new Wi-Fi product team as the first team member to hire key product management roles ahead of the Product Director being appointed.Completed +$100m investment business case and presented at capital investment forums for successful funds release.Redesigned product and customer experience to ensure customer growth was maximised by extending customer eligibility and making Telstra Air activation available at time of sale.Led the launch of the first integrated Telstra Air product on home broadband products which contributed to more than 700k ‘homespots’Accelerated the build and delivery of a Telstra Air solution for mobile customers by 6 months which contributed to a doubling of active user’s and data usage growing 5x, over 6 months.Combined home broadband and mobile Telstra Air customers grew to more than 1.1m in the first year.Proved the differentiation status of Telstra Air with research and analytics insights showing both acquisition and retention benefits met. Show less

KEY RESPONSIBILITIESLead team of 5 Senior Product Managers & 1 Product Specialist responsible for design, build and delivery of consumer broadband products.Deliver bundle propositions to increase bundle penetration amongst broadband customers.Manage +$1b P&L and $5m capital and operating expense budgets.Support TV Media team to increase market penetration of entertainment/media products.Improve customer advocacy throughout the sales and activation journey.KEY… Show more KEY RESPONSIBILITIESLead team of 5 Senior Product Managers & 1 Product Specialist responsible for design, build and delivery of consumer broadband products.Deliver bundle propositions to increase bundle penetration amongst broadband customers.Manage +$1b P&L and $5m capital and operating expense budgets.Support TV Media team to increase market penetration of entertainment/media products.Improve customer advocacy throughout the sales and activation journey.KEY ACHIEVEMENTSLed the design and launch of Telstra’s first FOXTEL IPTV and T-Box entertainment bundles which delivered over 90% of Foxtel’s growth in year.Led the design and launch of Telstra’s first BTL bundles and new ‘broadband-only’ bundles to drive bundle penetration and reduce churn amongst target segments.Led ADSL network expansion program delivering a 6% point share of growth through local and 1:1 marketing and highly targeted offers.Simplified plans and offers to ensure a seamless experience for customers moving between networks.Increased bundled customers beyond 1.7m or 76% of the broadband customer base.Leadership of customer experience improvement and cost-out programs delivering over +$10m EBIT.Set vision and direction for a ‘dynamic’ bundle product platform to support ‘connected home’ strategy including gaining CEO endorsement and initiating Telstra’s first fixed-product design thinking project.Combined the consumer broadband and bundle teams to form a new team and achieved employee engagement scores amongst the highest in Products. Show less

KEY RESPONSIBILITIESCreate and deliver highly differentiated bundle propositions and plans that including innovative T-Hub and T-Box products along with Telstra’s breadth of entertainment offerings.Lead a team of senior product marketers responsible for the design, build and launch of consumer bundle plans and offers.Grow consumer bundle SIOs, revenues and customer product holdings.Manage product operational budgets.Leading team of 4 Senior Product Marketing Specialists as… Show more KEY RESPONSIBILITIESCreate and deliver highly differentiated bundle propositions and plans that including innovative T-Hub and T-Box products along with Telstra’s breadth of entertainment offerings.Lead a team of senior product marketers responsible for the design, build and launch of consumer bundle plans and offers.Grow consumer bundle SIOs, revenues and customer product holdings.Manage product operational budgets.Leading team of 4 Senior Product Marketing Specialists as well as providing product leadership across wider business unit.KEY ACHIEVEMENTSKey contributor in the development of a 3-year product plan to bring bundles to the core of Telstra’s fixed consumer offeringProvided leadership in the design, build and launch of new bundles to deliver revenue growth and grow bundle customers beyond 1.4m.Reduced broadband churn by 50% through bundling and increasing multi-product holdings, with 46% of bundle customers adding another service.Improved customer value scores on bundles and held number 1 position across consumer products.Delivered numerous customer experience and cost-out activities to deliver over $10m in savings.Launched ‘T-Hub 2’ home phone product combined with a customer advocacy program to counteract previous poor experience and exceeded weekly sales targets from launch.Employee engagement scores amongst the highest across the wider team Show less

KEY RESPONSIBILITIESDevelop and execute Telstra’s digital home strategy and program of work.Lead Product Marketing and go-to-market for the launch of Telstra T-Box.Lead the launch of Telstra’s consumer premium home services product.Lead small team including a Senior Marketing Specialist and a Marketing Graduate as well as providing subject matter expertise in cross functional team.KEY ACHIEVEMENTSGo-to-market and Product Marketing Lead for Telstra T-Box, Australia’s… Show more KEY RESPONSIBILITIESDevelop and execute Telstra’s digital home strategy and program of work.Lead Product Marketing and go-to-market for the launch of Telstra T-Box.Lead the launch of Telstra’s consumer premium home services product.Lead small team including a Senior Marketing Specialist and a Marketing Graduate as well as providing subject matter expertise in cross functional team.KEY ACHIEVEMENTSGo-to-market and Product Marketing Lead for Telstra T-Box, Australia’s first Internet TV set-top-box, which included leading a large virtual project team.Launched the T-Box 4 months ahead of schedule with full ATL campaign along with Australia’s first ‘triple-play’ bundle proposition and achieving weekly sales targets within 6 weeks.Winner of Telstra Consumer Award for excellence achieved in T-Box delivery and launch.First team leadership position, lead a small team to support delivery of digital home strategy. Show less

KEY RESPONSIBILITIESDrive customer and category insight to define value propositions and offersProvide cross functional leadership for ‘Foxtel from Telstra’ to achieve customer and revenue growth.Create and execute Foxtel from Telstra acquisition plan and lead the development of program of work with ITKEY ACHIEVEMENTSGo-to-market lead for FOXTEL product refreshes including Foxtel iQ, HD and Video on Demand; exceeding ARPU, churn, iQ and HD penetration… Show more KEY RESPONSIBILITIESDrive customer and category insight to define value propositions and offersProvide cross functional leadership for ‘Foxtel from Telstra’ to achieve customer and revenue growth.Create and execute Foxtel from Telstra acquisition plan and lead the development of program of work with ITKEY ACHIEVEMENTSGo-to-market lead for FOXTEL product refreshes including Foxtel iQ, HD and Video on Demand; exceeding ARPU, churn, iQ and HD penetration targets.Developed and executed Foxtel form Telstra acquisition plan to achieve a 50% increase in weekly sales and internal sales campaigns which stimulated retail sales by 100% over campaign periods. Show less

KEY RESPONSIBILITIESCreate and execute customer experience plan for consumer ‘family’ segment and Foxtel product category across all customer segments.Design and execute designed experience, created strategies to improve satisfaction and loyalty and monitored and measured against plans.Telstra program lead for Foxtel IT transformation project and integration into Telstra’s own IT transformation.KEY ACHIEVEMENTSRe-established Foxtel sales teams and sales capability in line… Show more KEY RESPONSIBILITIESCreate and execute customer experience plan for consumer ‘family’ segment and Foxtel product category across all customer segments.Design and execute designed experience, created strategies to improve satisfaction and loyalty and monitored and measured against plans.Telstra program lead for Foxtel IT transformation project and integration into Telstra’s own IT transformation.KEY ACHIEVEMENTSRe-established Foxtel sales teams and sales capability in line with refreshed entertainment strategy.Developed and launched a number of digital initiatives to improve online visibility and enhancing the website and online application to lift sales leads from 2 a week to over 100.Successfully migrated Foxtel from Telstra customers through major Foxtel IT transformation project. Show less

KEY RESPONSIBILITIESCreate and implement channel strategies to enhance brand and customer experience across digital, branch, ATMs and phone banking channels.Online marketing lead maximising digital opportunities across product launches and campaigns.Manage advertising agency relationships for digital strategy, campaigns and reporting.KEY ACHIEVEMENTSWorking with key partners, developed an internal digital marketing training program undertaken by all Marketing… Show more KEY RESPONSIBILITIESCreate and implement channel strategies to enhance brand and customer experience across digital, branch, ATMs and phone banking channels.Online marketing lead maximising digital opportunities across product launches and campaigns.Manage advertising agency relationships for digital strategy, campaigns and reporting.KEY ACHIEVEMENTSWorking with key partners, developed an internal digital marketing training program undertaken by all Marketing managers.Developed and launched automated online lead capture tool to support customer acquisition.Developed and executed a retail strategy improving branch experience and rolled out across the branch network. Show less

KEY RESPONSABILITIES Manage advertising and media agency relationships for the delivery of digital strategy and advertising plans though the marketing funnel.Increase adoption of digital media and email marketing amongst marketing managers,Provided internal consultancy on the development and execution of digital campaigns.KEY ACHIEVEMENTSBuilt and executed the first email marketing campaigns for Westpac NZDevelopment and execution of email marketing campaigns… Show more KEY RESPONSABILITIES Manage advertising and media agency relationships for the delivery of digital strategy and advertising plans though the marketing funnel.Increase adoption of digital media and email marketing amongst marketing managers,Provided internal consultancy on the development and execution of digital campaigns.KEY ACHIEVEMENTSBuilt and executed the first email marketing campaigns for Westpac NZDevelopment and execution of email marketing campaigns supporting acquisition and retention acrossmultiple productsImplementation of real-time online advertising performance tracking.Taking Westpac to the #1 consumer of online media in New Zealand. Show less