Responsibilities: • Management of a highly effective and respected team with 7 direct reports. Ensuring high standards of Cross-Base marketing activity while offering development plans, training and direction to team members. • Development of detailed and results-focused quarterly and annual marketing plans to deliver against key metrics including CSAT, NPS and churn mitigation. Managing an annual budget of £3.7million for Cross-Base activity. • Guidance and influencing of senior leaders to ensure a customer-centric approach to customer experience through regular Steerco sessions.• Working within various departments to encourage stakeholder engagement across the board.Key achievements:• Growing Cross-Base team from 4 demotivated members to a thriving and happy team of 7 within 12 months. • Overhaul of the early life customer comms journey, with a digital-first and CX focus throughout. Working within a fast-paced Scrum team to help increase early life NPS score from -48 to -27 within 18 months. • Leading the development of a Digital Adoption plan to encourage customers off the phones and into digital contact and self-serve channels. On trend to reduce customer care costs by 14% in first 12 months.• Delivering a ‘discounted router’ campaign to customers with old equipment experiencing poor service levels. Campaign saw a 79% incremental router sales increase, with an average positive impact on churn of 5.6%.• Developing a comprehensive ‘Surprise & Delight’ programme to improve CSAT and reduce churn. Early campaign results saw a 7.6% reduction in churn.

Customer Marketing Communications Manager – Prepaid MobileFebruary – July 2016 Responsibilities: • Development of customer contact strategy to launch a new Product proposition based on data-free music streaming exclusive to Prepaid Mobile customers, as part of a $5million (AUD) TTL campaign.• Development of communications plan to target customer groups with personalised messages based on their mobile plan, music consumption behaviour and demographics.• Worked closely with the Product, Insights and Agency teams to help shape a ‘reinvention’ of Prepaid Mobile in the Australian market through innovative initiatives and partnerships.Lead Marketing Manager – Multiple award-winning 'Cash by Optus' March 2015 – July 2016 Responsibilities: • Sole responsibility for annual $1.2million Marketing & Communications budget for Cash by Optus – a mobile-based contactless payment solution developed by Optus and powered by Visa. • Development of annual marketing calendar across full channel mix (Direct Marketing to ATL).• Working closely with the Go-to-Market team on full-scale launch of Cash by Optus to market, including channels such as Customer Care Support and Internal Communications.• Working day-to-day with the Product team to support the fast-evolving roadmap and business objectives.• Fostering relationships with Visa & Heritage Bank (Issuer) to encourage ongoing support and a strong partnership.• Negotiations with new partners including Uber & Westfield to generate unique initiatives to increase adoption.Awards: 3 x ACOMMS Award Winner - Best Mobile Solution (2015 & 2016) & Best Vendor Innovation, Large (2016).3 x World [app] Design Awards - Best Connected Device and Wearable Tech, Best New Service or Application, FinTech (2016).

Clients: Toyota Financial Services (B2C) Toyota Fleet Management (B2B).Responsibilities: • Leading and directing client account to ensure successful retention and growth.• Heavily involved in client’s internal strategy planning sessions and development of mid-term plans, including an extensive CRM program.• Providing proactive thinking to maximise profitability and meet targets.• Developing strategies to assist in prioritising and achieving client business objectives.• Building and maintaining respected and close relationships with senior clients.• Overseeing management of all client projects to ensure budget, timings and objectives are met.• Managing and motivating team members, including progressive development plans, internal reviews and setting objectives and KPI’s.