David Palmer Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

As a Partner at IBM, I lead strategic initiative for clients, focusing on delivering innovative solutions that deliver client success across the various IBM service domains, including Hybrid Cloud transformation, Business Service transformations, and Cybersecurity. My responsibilities encompass nurturing key client relationships, understanding their unique challenges, and working with diverse teams to devise and execute transformative solutions.With a track record of effective leadership, I provide guidance and mentorship to consultants, fostering a culture of excellence and ongoing learning. Together, we collaboratively address complex client issues and drive measurable value.

Sydney, New South Wales, Australia

As a Strategic Advisor, I focused on initiatives to drive business growth and operational excellence. This included playing a key role on RFP responses and presentations to secure substantial revenue and profit for the business whilst ensuring we meet client requirements and market dynamics. I championed the optimisation of the business operations, driving efficiency enhancements that resulted into tangible cost benefits.Crafting a channel strategy tailored to operational efficiency, new channels to market and customer satisfaction I was able to streamline processes, elevate service standards and increase operational footprint to meet current and future business needs. Additionally, I established new operations, including contact centres and warehouse facilities, ensuring seamless execution and alignment with overarching business goals.

Sydney, New South Wales, Australia

Leading a new category within the business, I was accountable for creating, launching, and operating a new business model to target the Smart Home market and deliver a differentiated service proposition to consumers and small business with remote and ‘in home’ technical and installation support of Smart devices. Leading the team and working closely with our implementation partner we created the end-to-end digital purchasing and service experience, delivering unique Self-Serve Content, Sales/Service Messaging and Screen/Camera share for Remote support. Providing strategic leadership and direction from ideation through to our GTM launch I worked closely with the team to deliver a unique service proposition to target the growing Smart Home category and deliver strong revenue growth for the business.

Sydney, New South Wales, Australia

This role involved me bringing together multiple teams across the business and transforming how they operated and aligned on supporting our customers while connecting to the nbn. Creating a new business unit comprising of Field Services, Contact Centre, and an Agile tribe with domain expertise from Marketing, CVM, Commercial, CX, Data Analytics and IT, we formed a team focused solely on improving the customer experience and delivering EBITDA growth. Over a 2-year period I led strategic operational and digital initiatives that lifted the NPS from negative to +60, improved our customer retention, delivered strong EBITDA results, reduced the cost base to support nbn and improved employee engagement.

Sydney, New South Wales, Australia

This operational leadership role involved leading the Home Broadband Contact Centre and Field Service operation teams across Australia and managing offshore contact centres in India and Philippines with approx. 1500 people across multiple sites. With a strong focus on Customer Experience improvement, we implemented strategies to remove complexity for customers and create greater capability and accountability for our teams. In doing this we were able to reduce our industry complaints (TIO) by 30%, improve our overall NPS results and improve our retention rates across all broadband services. Through driving ideation and innovation we delivered customer experience improvement and cost reduction through the creation of new digital tools to assist customers and agents in diagnosing faults and then rolled this out across the whole organisation.

Sydney, New South Wales, Australia

Moving into this national role, I was accountable for providing strategic direction and leadership to the business sales channels across all states including direct sales, Indirect channels and contact centres. To achieve YoY growth, the focus was on increasing capacity within the existing channels in addition to identifying new distribution partners to support and exceed our targets. With this I was able to grow our branded channels (Optus Business Centres) from 16 points of distribution to 30 over a 2 year period.In leading the business in defining, designing and implementing strategic initiatives to increase growth, reduce OPEX and improve CX, this saw me lead the implementation of Salesforce.com to cover all team and provide an end-to-end digital sales journey for our frontline and simplify the purchasing experience for customers with the implementation of digital contracts, removing manual paperwork for agents and customers.

Sydney, New South Wales, Australia

Leading NSW, ACT and QLD channel partners and direct sales teams, I was responsible for driving acquisition and retention across the business segment for all Optus products. This was achieved by working collaboratively across the broader team to develop successful sales and marketing strategies to deliver sustainable and profitable growth across all segments and local markets. Through strong sales pipeline management, customer and partner engagement, and leading growth initiates I was able to achieve +110% across all targets. Through strong engagement we were able to increase people engagement by 11pts to deliver 85% in line with Global best practice.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia