David Impellizzeri Email & Phone Number

• Collaborate with the National Manager to identify and set goals, develop strategies,and establish scalable processes for Customer Success.• Enhance customer success journeys by integrating people, platforms, and processes across the organisation.• Advocate and promote data-driven Customer Success strategies throughout the customer lifecycle.• Utilise available platforms and tools such as Gainsight and Salesforce to digitise workflows and achieve customer success at scale.• Write, refine and organise Customer Success processes to align with established framework and enhance the Data#3 Customer Experience.• Manage work allocations to ensure workflow efficiencies by allocating customer success tasks based on team members' skills, capabilities, and availability.• Promote the importance of Customer Success and Adoption.• Build, track, analyse and use metrics (Health Scores) that align with Customer Success goals for onboarding, consumption, adoption, retention and satisfaction.• Drive Sales Enablement across technology areas and Customer Success Operations functions.• Serve as an escalation point to support the team in addressing adoption challenges and managing customer support escalations.• Lead and develop a team of Customer Success professionals to achieve customer satisfaction.• Provide coaching and career development to direct reports.• Foster team growth by identifying and nurturing strengths, addressing areas of development, and setting individualised development plans.• Manage and review career development plans using appropriate systems.• Proactively address performance and conduct concerns in accordance with all relevant policies and processes.

Australia

Lead, coach, support and mentor a team of Customer Success Managers (CSMs) to drive performance and results• Develop team to their fullest potential by helping them succeed, providing development feedback and career coaching by leveraging strengths and improving weaknesses• Strategically set the direction for the Customer Success Manager team and complete an Annual Business Plan• Conduct coaching with direct reports to diagnose, guide or reinforce skills and behaviours, specific to that individual• Set, maintain and review work and team career development plans• Manage CSM workloads and assign customers and one-off activities based on skillset, capabilities and bandwidth• Create and continuously improve Customer Success processes in alignment with the relevant frameworks• Assist in elevating the status of Customer Success and Adoption activities across the business• Participate and drive the ongoing technical roadmap to grow Customer Success capabilities across vendors• Build, track, analyse and use metrics that align with Customer Success goals for onboarding, consumption, adoption, retention and satisfaction• Drive Sales Enablement across all relevant technology areas, workloads and Customer Success capabilities• Act as an escalation point to remove adoption barriers and manage escalations for CSM's as required• Work with key stakeholders within the business to ensure Customer Success processes and interactions are continuously improved• Develop and foster a positive working relationship between Customer Success and vendor customer success resources

Brisbane, Australia

• Lead & inspire 7 leaders & 2 team leaders, along with a support team exceeding 120, with a view to helping them meet & exceed all sales, business, inventory, & customer feedback goals.• Monitor & collaborate with multiple departments daily, with a view to achieve all operational objectives, develop strategic plans to increase sales, improve processes & surpass the very high brand standards.• Collaborate with corporate business partners to report results & offer local insights.• Complete daily sales analysis to build proactive & reactive strategies, understand local &market trends, combat store shrinkage, & build short & long term plans for our small& medium sized business customers.• Directly manage the sales & customer experience teams by coaching them in how to driveresults & maintain the very highest level of customer focus.• Foster constant growth among staff by maintaining a positive working environment,promoting clear communication, clearly defining roles & responsibilities, hosting state level training events & developing strong relationships across all teams via recognition or candid & constructive feedback.• Supporting all global priorities & local market directives in a timely and professional manner.• Responsible for dealing with customer resolutions, handling appeasement requests, & being mindful of global brand perception.

Brisbane, Australia

Brisbane, Australia

• Responsible for developing company policies, procedures & strategies relating to loss prevention for the entire business & ensure that they are adhered to by members of the head office, distribution centre & 62 store teams.• Help drive increased ownership & operational control on a store by store basis.• Conduct investigations into customer & employee misconduct including theft, violationsof company policy & other internal matters.• Responsible for rewarding good behaviours & results, as well as delivering disciplinaryaction when required to those managers who do not meet business expectations or benchmarks. • Develop & analyse statistical reports including sales, register variances, stock take results & various other reports to identify potential loss issues & opportunities.• Design & monitor creative & engaging loss prevention training material for both the store teams & other loss prevention managers.• Conduct weekly store visits to ensure all aspects of retail loss prevention are functioning as intended & help the store managers implement any feedback & proposed strategies. (Completed through local & interstate travel)• Conduct regular training nights & sessions with new managers & existing teams who may be struggling to resolve issues.• Regularly liaise with all other departments & stake holders.• Regularly liaise with Police & other authorities to supply Brief’s of Evidence & follow up onserious matters.• Develop investigation techniques, & then pass this experience on to other loss preventionassociates.