As the Group Manager of Strategy & CX Practice, I am responsible for leading strategic initiatives and driving continuous improvement in customer experience across all touchpoints. Working closely with cross-functional teams, I develop and execute strategies to enhance customer satisfaction, drive growth, and differentiate ANC in the marketplace.-Drive alignment between strategic account management activities and ANC's overall growth strategy.-Oversee the CX Practice, developing strategies, playbooks, and frameworks to enhance customer experience outcomes.-Champion CX as a key differentiator for ANC, driving continuous improvement in CX processes, capabilities, and awareness.-Lead cross-functional teams to execute CX initiatives and ensure alignment with organizational objectives.-Drive continuous improvement in CX and SAM capabilities, refining operating models and methodologies to enhance service effectiveness and efficiency.-Lead the Voice of Customer program, gathering insights and feedback to drive actionable improvements in the customer experience.-Support sales efforts and contribute to the development of new service offerings to meet evolving customer needs.-Work closely with the CEO, executive leadership team, and key sales and operations leaders to align strategic initiatives and drive organizational growth.-Engage with clients to understand their needs and priorities, and advocate for customer-centric solutions within the organization.Lead and inspire cross-functional teams, fostering a culture of collaboration, innovation, and excellence.-Develop and mentor team members, building CX and SAM management capabilities to meet current and future organizational needs.

-Spearheaded the recruitment and development of a high-performing, customer-focused operational improvement team spanning multiple sites across NSW and QLD.-Successfully executed business strategy initiatives, ensuring alignment with organizational goals and objectives.-Provided ongoing coaching and mentorship to a team of 7 direct reports, fostering professional growth and cultivating a culture of excellence.-Collaborated closely with internal stakeholders and enterprise/business customers to drive service delivery enhancements, implement performance improvement strategies, and integrate Voice of Customer (VOC) feedback into operational practices.-Demonstrated leadership in guiding cross-functional teams towards operational excellence and strategic alignment.-Leveraged project management expertise to streamline processes, optimize workflows, and enhance overall efficiency.-Implemented customer-centric approaches to improve customer retention, enhance customer experience, and strengthen customer relationships.-Utilized Salesforce.com and other tools to track, analyze, and leverage customer data for strategic decision-making.-Exhibited strong interpersonal skills in building and maintaining effective business relationships across various levels of the organization.-Demonstrated business acumen in developing and executing operational plans that drive business growth and profitability.-Contributed to the formulation and implementation of overarching business strategies, ensuring alignment with operational objectives and customer needs.Skills Demonstrated:LeadershipCustomer SupportTeam LeadershipStrategy DevelopmentOperational ExcellenceOperational StrategyCross-functional Team LeadershipPeople DevelopmentProject ManagementCustomer RetentionCustomer Experience EnhancementCustomer Relationship Management (CRM)Operational PlanningSalesforce.com UtilizationInterpersonal CommunicationBusiness Relationship ManagementBusiness Acumen

In my role, I've cultivated robust relationships and long-term partnerships with some of Australia's largest retailers and online businesses. Within my existing portfolio of clients, our collaboration is geared towards enhancing the online shopping and delivery experience for both Australian and international consumers, offering them choice and confidence in their online purchases.Through transparent and open communication, I collaborate closely with my clients on devising and executing business strategies to achieve our shared objectives. This involves aligning on goals, discussing implementation plans, and jointly working towards enhancing the overall online shopping experience.

In summary, as a Parcel Product Specialist, I bring a wealth of experience and expertise to the e-commerce retail and pure-play sector, with a specific focus on the fashion apparel industry. Through collaborative partnerships with iconic Australian retailers, I've spearheaded initiatives to enhance customer experiences, improve delivery processes, and optimize freight distribution. My dedication to continuous improvement and innovation ensures that retailers remain competitive and resilient in today's rapidly evolving e-commerce landscape.

As a Portfolio Manager at Australia Post, my role revolves around the effective management of a diverse portfolio comprising 60 clients within the mid-market segment, with a primary emphasis on Australia's prominent online retailers. I am tasked with providing tailored logistic solutions to our online partners, both domestically and internationally, all while ensuring that the online consumer experience remains paramount.A cornerstone of my role is the successful management of a portfolio of clients within Australia Post's mid-market segment. This involves establishing and nurturing strong relationships with key stakeholders at each client organization, ensuring open lines of communication and alignment of strategic objectives. By fostering trust and rapport, I facilitate collaborative partnerships that drive mutual success and long-term value for both Australia Post and our clients.Central to my role is the prioritization of the online consumer experience. I work closely with our clients to identify areas for improvement and implement strategies aimed at enhancing customer satisfaction and loyalty. By proactively addressing logistical challenges and streamlining processes, I ensure a positive and seamless shopping experience for online shoppers, thereby driving repeat business and brand advocacy.

My role was to actively work with our clients and maximise revenue across all of our assets within the advertising arm of AMPCSC. The portfolio consisted of 28 shopping centres across Australia and New Zealand, offering large format OOH advertising such as sky and mall banners, escalator branding, door and floor branding as well as experiential marketing opportunities for clients, large corporates, advertising, marketing and PR agencies.

News Digital Media; selling the True Local Business Directory platform. This role allowed me to identify my own clientele through looking into market segments that required a business directory service. within my time at True Local, I built my own data base and network through cold calling on new business within my assigned territory.

As a Territory Manager within the Eastern Suburbs of Sydney, I managed & maintained a regular call cycle across both Woolworths and Coles. Within my time at Kraft Foods, I built great relationships and trust with Store Management and their teams. A vital part of my role was to gain market share from competitors for each food category across all stores - more shelf presence means more product sales. I also had the responsibility of liaising with senior management to increase market growth and achieve & exceed sales targets. This included regional meeting presentations, & personally conducting in store demonstrations to leverage sales.