Liam O'Brien Email & Phone Number

Australia

Overseeing and implement regional and statewide systems to enhance the opportunities for community to connect to YMCA managed sites. • Oversee and manage member and customer acquisition, marketing and communications; and customer satisfaction and research programs for YMCA Managed recreation sites in Melbourne, North West Victoria and South Australia.o Key accountabilities and portfolio comprises: 26,448 Gym Members & 13,363 Swim Lessons Students Direct influence and impact on turnover of $60,329,672.00 for 2014-15• Development and implementation of and continue to enhance YMCA Customer and Community Consultation program. Key elements include:o YMCA Victoria Customer Chartero Net Promoter Customer Satisfaction program for the business areas of: Health Club/Gym members Swim school members Stadium users Childcare and OSHC familieso Customer Feedback Process and Policyo Non-user and expired member/lapsed customer survey • Train, mentor and further develop skills and expertise of managers, direct service and sales staff in the areas of sales management, sales, customer service and revenue maximization.• Provide operational and business support for key executives, managers and other stakeholders• Provide strategic support within Local Government contract management including the alignment of the YMCA Customer and Community Consultation Framework to Local Government plans and policies.• Oversee and implement innovative solutions in the areas of service and technology. This includes:o Sales and prospect management CRM developmento Overseeing implementation of wearable technology into YMCA Victoria facilities

Contract management, budget and business plan development, redevelopment project management and business transition, manage a greater staff team of 150 staff and support YMCA statewide customer service systems and training programs.

Managing all financial and business needs of commercial fitness facility, oversee and manage large sales and marketing team, implementation of commercially viable programs and services

Port Melbourne

B.App.Sci, Human Movement

Vce