John Mac Email & Phone Number

Kosciuszko, Nsw, Au

Global

Optimised growth systems for B2B teams in need of clarity, momentum and predictable results.

Perisher Valley, New South Wales, Australia

Founded to deliver epic experience, information, and gear to Outdoorsy adventure folk. Business operates with zero waste to landfill, and climate positive - currently offsetting 300t Co2e p.a. In addition, re-uses 350kg of cardboard from the waste stream p.a.Deliverables: business & brand strategy, market research, marketing strategy, UVP design, customer experience design, hiring of talent, financial KPIs and budgets, OKRs.

After founding multiple startups, we knew there had to be a better way. Disillusioned by traditional agencies with high costs and weak results, and knowing that one founder shouldn't try and do everything, we put together a better methodology.We created an in-house growth team, that is complemented by our global team of specialist freelancers who specialise in one facet of growth. When we align as one Growth Team we achieve amazing things together.

Unlocking Growth specialises in Growth Advisory, Product Led Growth, Customer Journey Optimisation & Subscription Billing Implementation consulting services. Through our unique skillset and over 20 years of combined experience in Growth, we de-risk change and enable Growth for our clients. Customer Journey optimisation is a Product Led Growth approach that enables the entire organisiation to experiment and iterate on the Customer Journey without developer involvement. This dramatically reduces hypothesis testing time, and allows company wide cohesion.We utilize Segment as a platform that enables a Complete View of the Customer, which we connect

Assist development team to test new features releases, bug-fixes, updates. I take my experience as a Customer Service Manager and work alongside the dev team using Jira, Expo.Go, InVision, to test Global Web and Mobile Apps. I identify faults, thoroughly test all functions based on required specification, suggest remedies based on prior operations experience, and provide easy to digest documentation to simplify rectification.

Newcastle, New South Wales, Australia

First formally appointed manager for CS across AU/NZ/UK, for fast-growing and ever-changing peer-peer platform. Responsible for pioneering and management of people & IT systems via data driven analysis and reporting. Role included continuous development of 18x person global team, damage/insurance processing & claims, software and IT systems & hardware, marketplace dispute resolution for ethical outcomes, ACCC compliance for peer-peer marketplaces.Delivered:- Business process analytics, resulting in genuine customer success improvements- 2x workload and output scale per FTE staff member- 5x reduction in customer complaints- Implementation of globally integrated IP Phone System, to address quality concerns and scaleability issues- Reduction of ticket response times from 48hrs+ to less than 5hrs (7 days/week). SLA implementation

Responsible for roll-out of new fibre optic networks across South East Melbourne, and the customer success journey through to final delivery and implementation of fibre and supporting hardware systems.- Kilometres of new fibre-infrastructure laid- Signed on $2M+ future revenue stream in <6 months (exclusive of hardware and services)- Implemented Hubspot CRM in order to manage deal pipeline- Complex negotiations in order to ensure successful growth of the network as it required minimum up-take levels, including multi-site negotiations and complex network planning requirements

Melbourne, Victoria, Australia

iDropped It delivered accessible, trustworthy, high-quality mobile phone/tech repairs. My focus was on everything operations (including finance), supply chain, training and QA, business strategy, high-level marketing objectives.- Championed Zendesk introduction, Salesforce, IP phone systems, online booking systems, all back-end technology processes.- Established call centre team which managed mobile assets and people across Perth, Adelaide, Melbourne, and Tasmania.- Built OKR Dashboarding, including customer experience metrics, QA outcomes to meet SLA's for institutional clients, operational metrics.- During my tenure the business expanded to four states and had ~25 staff in total; on track to becoming the first nationally recognized repairer of mobile phones and other devices

Bachelor Of Commerce - Bcom, Marketing

97.75 Atar