Louise Pack Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Strategic Agile leader Customer Engagement & Experiences - Managing cross functional team of 12. Responsible for developing & implementing the Consumer Engagement strategy across Optus Consumer Base. Utilise key moments ,partnership & products (Optus Sport, Space X etc.) to drive engagement and explore new innovative ways to further drive engagement & loyalty within our existing customer base. Identify drivers of negative/positive customer experiences throughout the life-cycle with help of predictive analytics and customer insights. Develop and implement a personalised customer strategy that turns poor experiences around and delivers a great commercial outcome.

Sydney, New South Wales, Australia

Promoted to lead the strategy for both Growth & Retention across Mobile & Connected Device portfolio. Leading a team of 4 & working very close with senior stakeholders across the whole business (Product, Marketing, Data Science & Data Insights.) The role is responsible for creating the customer Growth & Retention strategy for our Mobile & Connected Device customers (+5 million base), leading the execution of base activities/campaigns across the customer lifecycle in all channels, (digital, retail etc.). This involves end to end management of that process. From identifying/understanding the customer/business need/issue to building out various business case options & implementing the must effective campaign/initiative from a customer-centricity & financial point of view.

Sydney, New South Wales, Australia

Promoted to Associate Director - Managed a team of 3

Sydney, Australia

Managed a cross-functional team of 10 (Agile) Promoted to lead the Proactive and Reactive Retention strategy and execution for Optus Mobile and Home (Broadband) customers. Maximizing the customer tenure and value across all Optus Products, influencing cross-functionally at a leadership level to build and execute data-driven strategies to achieve the business objectives. Managing quarterly strategies, plans, and target-setting for Retention across all segments within the Optus Consumer business unit. By adopting the agile way of working, they key focus for the PO is to ensure that the cross functional team, consisting of 10 people, (Data Scientists, Data Engineers, Data Analysts, Campaign Analysts, Marketing Managers) are all working towards and achieving the teams fortnightly, monthly and quarterly targets.

Sydney, Australia

Promoted to lead the strategy and approach for Reactive Retention. Maximizing the customer tenure and value across all Optus Consumer Products (Postpaid Mobile and Broadband), influencing cross-functionally at a leadership level to build and execute data-driven strategies to achieve our objectives. Managing quarterly strategies, plans, and target-setting for Reactive Retention across all segments within the Optus Consumer business unit.

Sydney, Australia

Responsible for optimising the engagement and retention of Optus Home (Broadband, Fixed Telephony and TV) customers by:• Creating actionable insights by unifying strategic and operational insights on customer behaviour, channel feedback, competitor activity, commercial dynamics, and product insights.• Management of key programs and initiatives within the overarching Home retention strategy, ensuring execution, measurement and optimisation of planned activity in a timely and transparent way.• Playing a key role in cross-functional programs, especially working with the Customer team on retention and service programs.• Forecasting and management of weekly trading insights, delivering additional initiatives as required, to achieve our objectives for the portfolio.

Sydney, Australia

The key objective of this role was to lead the development, implementation and ongoing management of a retention lifecycle program and base management for one of Australia's largest customer bases.

Stockholm, Sverige

Ownership over the lifecycle strategy for 3 Sweden’s Mobile base (+1.5M Consumer Customers).The role was based on customer insights and analysis of the base. I created and lead overarching lifecycle strategies (Retention & Acquisition) and executed these plans. Working cross functionally with key stakeholders to deliver churn save benefit and increase revenue per customer. I facilitated delivery of annual, quarterly, and monthly plans including input to the 3 Sweden’s Annual Operating Plan.

Stockholm, Sverige

Responsible for Canal Digital Sweden's Retention Strategy and execution (+300,000 Consumer Customers)Worked closely with external partners and other key stakeholders, to ensure Save Teams were delivering accordingly to forecast.

Stockholm, Sverige

Kalmar, Sverige

Kalmar, Sverige