Key achievements:➢ Led the brand refresh of the The Star's Loyalty Program across all three properties. This included over 100 different assets ranging from physical collateral, on-property signage, video content and web assets.➢ Responsible for refreshing all of The Star's Loyalty lifecycle campaigns. This included optimizing our On-boarding journey, birthday campaigns and our tier management communications.Scope of role:➢ Lead and implement Loyalty programmatic campaigns… Show more Key achievements:➢ Led the brand refresh of the The Star's Loyalty Program across all three properties. This included over 100 different assets ranging from physical collateral, on-property signage, video content and web assets.➢ Responsible for refreshing all of The Star's Loyalty lifecycle campaigns. This included optimizing our On-boarding journey, birthday campaigns and our tier management communications.Scope of role:➢ Lead and implement Loyalty programmatic campaigns (including acquisition, activation,tactical, retention) targeting key segments to specifically increase customeracquisition, retention, visitation and increase engagement across single andmulti-channel formats.➢ Build and execute all Lifecycle communication for members.➢ Own Loyalty specific collateral requirements including print brochures,Members cards, Tier Kits and on-property signage.➢ Working with the Loyalty CRM team to optimise direct campaigns and to buildthe Loyalty Brand. Show less

Key achievements:➢ Developed, facilitated and executed numerous omni-channel campaigns across multiple customer segments. Most notable is our End of Financial Year campaign which achieved the highest revenue in a month for the retail channel.➢ Developed, facilitated and executed the re-branding of Winc (From Staples) through its numerous digital channels through both ATL and BTL activity.➢ Selected as Product owner for the retail channel; Led the retail team to achieve 15% YoY… Show more Key achievements:➢ Developed, facilitated and executed numerous omni-channel campaigns across multiple customer segments. Most notable is our End of Financial Year campaign which achieved the highest revenue in a month for the retail channel.➢ Developed, facilitated and executed the re-branding of Winc (From Staples) through its numerous digital channels through both ATL and BTL activity.➢ Selected as Product owner for the retail channel; Led the retail team to achieve 15% YoY revenue growth. ➢ Developed and project managed the launch of the Small-Medium Businesses loyalty program which improved retention rates and increased annual spend by offering numerous of options to customers who signed up. The program was designed with user-centric design; where we tested and conducted research with customers.Scope of role:➢ Develop and lead projects, marketing campaigns and initiatives to support internal and external growth in alignment with sales targets and business objectives.➢ Measure and report on the effectiveness of campaigns to provide insights for future activities and to optimize the marketing mix.➢ Lead, coach and develop a team of digital marketers (Email, Social, Onsite, Affiliate, SEM) who act as digital consultants to the wider business, as well as executing their go-to market strategies across different customer segments.➢ Communicating requirements both verbally and through user stories, with logical and clear acceptance criteria, that are easily understood by developers, testers and stakeholders. Show less

Key achievements:➢ Developed and delivered digital contact strategies for utilising SMS & email channels: successfully testing the end-to-end operational processes, securing sign off from multiple stakeholders throughout and implementing training, internal and external communications. ➢ Selected as a guide to host international examiners to assess the business for the SHINGO prize of Operational Excellence.➢ Developed and delivered two new customer solution initiatives; successfully… Show more Key achievements:➢ Developed and delivered digital contact strategies for utilising SMS & email channels: successfully testing the end-to-end operational processes, securing sign off from multiple stakeholders throughout and implementing training, internal and external communications. ➢ Selected as a guide to host international examiners to assess the business for the SHINGO prize of Operational Excellence.➢ Developed and delivered two new customer solution initiatives; successfully working alongside numerous stakeholders from Credit Risk, Compliance and Legal to build operational processes, secure sign off and implementing training, internal and external communications. These initiative have resulted in improved re-entry rates across Collections.➢ Selected as a Continuous Improvement Champion, responsible for up-skilling the Strategies and Recoveries business unit in Continuous Improvement methodologies. Scope of role:➢ Work alongside key stakeholders in scoping, preparing, managing and reinforcing change across multiple business units ➢ Preparation of documentation which align to the internal change process and obtaining relevant approvals ➢ Creation and execution of communication plans➢ Assess impact of initiatives to ensure that minimal risk occurs ➢ Accountable to meet deadlines and budget with project deliverables and milestones Show less

Key achievements:➢ Selected as a mentor for talent pool members to provide guidance to the team manager role, expectations, coaching and feedback.➢ Facilitated multiple PDCA/Continuous Improvement orientated sessions to up skill and build capability within the Core Collections business unitScope of role: ➢ Engaging, developing & coaching permanent staff to achieve business KPI's➢ People management ➢ Problem solving in terms of complex accounts and complaint… Show more Key achievements:➢ Selected as a mentor for talent pool members to provide guidance to the team manager role, expectations, coaching and feedback.➢ Facilitated multiple PDCA/Continuous Improvement orientated sessions to up skill and build capability within the Core Collections business unitScope of role: ➢ Engaging, developing & coaching permanent staff to achieve business KPI's➢ People management ➢ Problem solving in terms of complex accounts and complaint resolution➢ Ensuring staff is compliant, follows policies & procedures ➢ Analysing and auditing calls & numerical reports to set goals for individuals & overall team Show less

Key achievements:➢ Recipient of Annual Productivity CEO Excellence Award winner & Annual CEO Business Unit Award winners - RBS➢ Worked with C&CS to achieve Bronze and Silver Accreditation in Productivity / Continuous Improvement through upskilling leaders and front line staff in Continuous Improvement tools and frameworks.➢ Successful migration initiative involving work moved from Melbourne & dispersed through specialized Sydney functions.➢ Successful culture change in Sydney… Show more Key achievements:➢ Recipient of Annual Productivity CEO Excellence Award winner & Annual CEO Business Unit Award winners - RBS➢ Worked with C&CS to achieve Bronze and Silver Accreditation in Productivity / Continuous Improvement through upskilling leaders and front line staff in Continuous Improvement tools and frameworks.➢ Successful migration initiative involving work moved from Melbourne & dispersed through specialized Sydney functions.➢ Successful culture change in Sydney call centre to identify waste in their everyday work, while shifting their focus to managing variation in their work.Scope of role: ➢ Working alongside stakeholders of multiple tiers to build and sustain a continuous improvement environment. ➢ Application of lean six sigma methodologies to deliver initiatives back to the business to improve on current state. ➢ Preparation of documentation which align to the internal change process. ➢ Analysing and presentation of data to stakeholders to provide insight into business performance as well as opportunities for improvement ➢ Accountable to meet deadlines and budget with project deliverables and milestones Show less

Key achievements:➢ Achieved top percentile results in People & Culture surveys 2012 & 2013.➢ Member of Core Collections Spring Carnival incentive scheme; creation of the scoring system, creation of visual management board to track results & driving the incentive; reduction in unplanned absences & overall dollars collected.➢ Selected for the newly formed casual pool (Allowing greater flexibility in our workforce); large emphasis on improving & implementing numerous processes to… Show more Key achievements:➢ Achieved top percentile results in People & Culture surveys 2012 & 2013.➢ Member of Core Collections Spring Carnival incentive scheme; creation of the scoring system, creation of visual management board to track results & driving the incentive; reduction in unplanned absences & overall dollars collected.➢ Selected for the newly formed casual pool (Allowing greater flexibility in our workforce); large emphasis on improving & implementing numerous processes to ensure a more efficient working environment.➢ Creating a more linear working relationship between Core Collections with our Workforce Optimisation team, Training & quality teams & Human Resources; aligning this to cater to the casual pool.Scope of role: ➢ Engaging, motivating & coaching staff to achieve business KPI's➢ People management ➢ Problem solving in terms of complex accounts and complaint resolution➢ Ensuring staff is compliant, follows policies & procedures ➢ Analysing and auditing calls & numerical reports to set goals for individuals & overall team Show less

Key achievements:➢ Multiple 'Collector of the month' awards. ➢ Selected to pilot Collections "floor walker" support & assisted in the creation of the process currently in use today to assist fellow collections officers➢ Selected as the first member of the Talent pool (Breeding ground for future leaders)Scope of role: ➢ Customer service ➢ Remediation of accounts in arrears➢ System & account maintenance ➢ Negotiating payment plans on accounts ➢ Assessing… Show more Key achievements:➢ Multiple 'Collector of the month' awards. ➢ Selected to pilot Collections "floor walker" support & assisted in the creation of the process currently in use today to assist fellow collections officers➢ Selected as the first member of the Talent pool (Breeding ground for future leaders)Scope of role: ➢ Customer service ➢ Remediation of accounts in arrears➢ System & account maintenance ➢ Negotiating payment plans on accounts ➢ Assessing customers for hardship Show less