Dylan Rose Email & Phone Number

I joined the Not for Profit sector in 2011 at The Smith Family as a Supporter Care National Manager.My career began in call centres and data driven marketing, starting in the customer service phone role, and then quickly progressing to a sales manager in a mid-size organisation, responsible for just under 100 staff, and a $39 million gross revenue target. In these roles I quickly identified personalisation and surprise and delight strategies were integral for retaining customers and increasing their share of wallet with an organisation.My strategies are based on humanising data and trying to understand the emotional responses that are seen in analytics, instead of focusing purely on response and conversion rates.In my current role of National Manager Customer Experience (CX) and Supporter Operations at The Smith Family, a user-centered approach has allowed implementation of strategies to balance efficiency and service, greatly increasing save rates, contacts per hour, response rates, and customer satisfaction levels.These strategies greatly leverage the reducing cost of purpose built third party digital solutions that compliment a supporters interaction with a charity to ensure it is emotionally engaging, but also fast; as time becomes an increasingly precious commodity in people’s lives.

Listed skills include Management, Strategic Planning, Program Management, Leadership, and 18 others.

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  University Of Otago