Member of the Senior Management Team with direct responsibility for the commercial operation and strategic direction of the Customer Excellence business area across Australia, New Zealand and Oceania.

Direct responsibility for the commercial operation of the Customer Excellence business area across Australia, New Zealand and Oceania with accountability for a team of 38 spanning several locations across ANZ.• Achieve financial scorecard (business area SG&A costs, DSO, >30 days AR overdues, freight recovery)• Orchestrate cost saving process enhancement and development.• Coaching, mentoring and development of direct (38) and indirect reports. Building, leading and engaging… Show more Direct responsibility for the commercial operation of the Customer Excellence business area across Australia, New Zealand and Oceania with accountability for a team of 38 spanning several locations across ANZ.• Achieve financial scorecard (business area SG&A costs, DSO, >30 days AR overdues, freight recovery)• Orchestrate cost saving process enhancement and development.• Coaching, mentoring and development of direct (38) and indirect reports. Building, leading and engaging teams.• Partner with internal and external key stakeholders including offshore teams supporting the Business Unit.• Active contributor and developer to the commercial go-to-market transformation and CLT (Country Leadership Team) strategic planKey Achievements:• Headed business area restructures nationally, process development, negotiations, enhancement, training and continuous business improvement to create a local Customer Excellence Strategy and align with the Global CE strategic plans, CLT strategic plans and integration activities, assuring business continuity as measured by above market YOY sales growth and maintenance of <100% SG&A YOY.• Awarded a one-time integration financial award from the President and CEO of the Life Science Merck Business for being an advisor, process developer and trainer across ANZ relating to a portfolio divestment because of the Sigma Aldrich acquisition.• Developed the Customer Excellence operational strategy incorporating international team integration of operations and local restructures to optimise service deliverables resulting in an increase of employee engagement YOY. Show less

Customer Excellence (CE) encompasses Sales Support, Customer Service, Internal Major Account Management, Accounts Receivable and Business Process Support for the legacy Merck operation.Direct responsibility for the Commercial operation of the Customer Excellence business area across Australia, New Zealand and Oceania. Key Achievements:• Expanded the Customer Excellence business area to incorporate Sales Support into the Customer Service and Internal Major Account Management… Show more Customer Excellence (CE) encompasses Sales Support, Customer Service, Internal Major Account Management, Accounts Receivable and Business Process Support for the legacy Merck operation.Direct responsibility for the Commercial operation of the Customer Excellence business area across Australia, New Zealand and Oceania. Key Achievements:• Expanded the Customer Excellence business area to incorporate Sales Support into the Customer Service and Internal Major Account Management department.• Conceptualised and executed an organisational CE restructure and introduced a Business Process Specialist to support the expanded business area and key quality measures (including training, supporting process documentation, customer satisfaction feedback and reporting).• Introduced new telephony and email tools to allow reporting and streamlining of processes Show less

Key Achievements:• Developed KPI scorecard within the Customer Service business area, process development, enhancement and quality process implementation. Key KPI measurement included but not limited to, inbound/outbound calls, Order lines, new accounts created, quality measures, customer satisfaction.• Closure of the New Zealand Customer Service operation and transfer to the Australia.• Integrated Legacy Merck to Legacy Millipore Customer Service operation. Included scale up of… Show more Key Achievements:• Developed KPI scorecard within the Customer Service business area, process development, enhancement and quality process implementation. Key KPI measurement included but not limited to, inbound/outbound calls, Order lines, new accounts created, quality measures, customer satisfaction.• Closure of the New Zealand Customer Service operation and transfer to the Australia.• Integrated Legacy Merck to Legacy Millipore Customer Service operation. Included scale up of operations and model from a team of 7 to 18, quality training and documentation.• Implemented customer feedback tools across ANZ and entire APAC Customer Service. • Executed the integration of legacy Merck and legacy Millipore Customer Service teams transitioning operations of legacy Millipore from NSW to the Merck Victorian site. • Transferred two legacy operation ERP’s to a separate single ERP, ERP Key User, ERP Trainer and development of the ERP playbook whilst achieving a 0% staff attrition rate through ERP and integration transformation to ensure business continuity. Show less