Michael Lyon Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

As the Executive Director Campus Services I am a key partner of the CEO, driving the performance and quality outcomes of our Campus Operations.In my role, I am responsible for the delivery and implementation of outstanding services to Operations, instilling effective business controls and processes to improve the daily lives of the Campus Directors, teams, children and families.Some of my key responsibilities include the provision of Campus Services including National Quality and Compliance, Property, Facilities and Procurement, labour management support and initiatives planning.I lead the Campus Quality, Risk and Compliance activity and am responsible for the development, implementation and management of Only About Children's frameworks – to meet regulatory and legislative obligations.

Sydney, New South Wales, Australia

As the Head of Customer Experience, my role develops and leads the organisations customer experience strategy. A huge part of my journey is spent aligning our new propositions to our customers needs in an changing world. I work with many different stakeholders across the business to build awareness on customer pain points and and new ways forward. My role is heavily reliant on planning and driving new initiatives to improve the customer experience across all customer segments.This role requires a strong sense of thought leadership, strategic initiative and commercial acumen when representing the customer across pillars of the organisation.Some of my top priorities include:• Developing and improving the customer journey from Lead to Enrolment• CRM process and data ownership, including using owned platforms to enhance customer engagement and improve conversion rates• Annual pricing review planning and implementation• Discount and allowance management• Develop commercial innovation and customer offerings that improve the customer experience and drive increases in occupancy• Competitor benchmarking, analysis and action planning• Project Management and change management My role is both fast paced and innovative and requires me to be excellent at building relationships while influencing change across the greater organisation.

Australia

Im proud to assume a position on the Board of an organisation that's committed to making a positive difference to the lives of families. Recently claiming the top-spot in Deliotte's Fast 50 index for being the fastest-growing retail and consumer products business in NZ, Edwards & Co is driven to deliver the best selling pram in Australasia!

Sydney, New South Wales, Australia

As the Head of Sales Planning & Operations for the Royal Caribbean Group AUNZ my role is charged to ensuring the efficiency and effectiveness of the AUNZ region’s sales. I deliver this by creating, evaluating and optimising sales targets through the creation of sales visions, plans, strategies and supporting tools. My Key Responsibilities include;• The review and enhancement of sales process to improve sales effectiveness• Design and oversight of B2B strategy and solutions to drive and assist BDM growth targets• Processing and evaluating sales data effectively to assist department guidance and decision making• Ongoing creation of a sustainable infrastructure to support the AUNZ sales team in meeting expected business growth• Responsibility of the development and leadership of sales activities designed to strengthen business partnerships and stimulate sales growth• Collaborating and liaising effectively with the Vice President on planning for long term organizational growth and sales strategy, providing frameworks around communication channels and sales incentives that engage sales teams• Liaising and planning alongside department Directors of Revenue, Marketing and Shared Services to develop and execute a long-term distribution plan• Ensuring the ongoing guidance and adherence of best business practices amongst the sales team by implementing and optimizing Global sales processes and initiatives

Sydney, Australia

As the Regional Operations Manager for Southern NSW my role was to have ownership over the delivery of business growth in line with FCTG vision and goals. I delivered this through the strategic development of people & culture initiatives, ongoing review and implementation of excellent customer processes and continued driving of both online and retail sales through the expansion of commercial opportunities that evolved as our landscape changed. A "people first" leader, I was entrusted with 500 lives in my region, which was structured by 110 retail sites, and a $500million turnover.My key responsibilities include:• Developing and implementing strategies to improve the revenue and profit contribution of my region• Engaging Key Stake Holders in the long term vision and strategies of the region• Fostering a high performance culture, maximising sales and ensuring continued customer satisfaction• Leading and managing the day to day operations of Area & Store Managers• Ensuring operational consistency within my region by following agreed practices and procedures• Expanding businesses and people numbers in line with budgeted expectations• Managing risk within our business around our customer experience and brand reputationTop 3 Key Achievements: 1. 10% growth in region sales YOY in a declining environment 2. Growth in customer loyalty database to 55% 3. Leader and advocate of change: including the introduction of a new EBA, consolidation of 3 FCTG brands back into 1, and the deployment of a new customer service journey to strengthen the customer experience

Sydney, New South Wales, Australia

A multi-functional role, encompassing the design, implementation and day to day maintenance and delivery of our Leadership Programs, Workshops and Coaching across the network. Working closely with internal stakeholders and a broader national team to achieve key leadership outcomes for FCTG.My Key Responsibilities include;• Working closely with heads of state to build relevant leadership and learning tools to support the direction of the business.• Contributing to the development of the FCTG leadership model and recruitment process.• Embracing, Nurturing, and then Executing the FCTG culture across the FCTG leadership network, ensuring that both retail and Area Leaders are up skilled on those practical “behaviors” that foster a safe environment for teams to prosper and grow in.• Innovate & oversee the facilitation of staff retention initiatives & programs• One on one Coaching of business Leaders moving through the leadership pipeline.• Workshop strategy, design and facilitation to support network leaders set who were responsible to meet state revenue growth expectations• Ownership and facilitation of leadership content for national leadership conferencesTop 3 Key Achievements:1. Initiate and facilitate employee retention workshops to up skill retail leaders on how to build thriving sales cultures through the retention of their teams.2. Support and coaching of state Area Managers to identify and nurture the pipeline of their business' future leaders 3. Pioneer leadership workshop content and facilitation for veteran leaders of all levels to ensure alignment with current leadership programs and expectations

As the Area Manager, my role is to have ownership over the delivery of growth in sales, people & profit in line with the greater FCTG NSW strategy. Working closely with my business leaders to ensure we uphold company values & culture, keep our customer at the heart of what we do and create a great sales environment that our people thrive in.My key responsibilities include:• Create & drive a culture of high performance and fun by ensuring our people are at the forefront of all decisions.• Inspire a shared vision & goals throughout the area• Develop, implement & hold people to account around area sales & operational strategies ensuring the customer is considered at every step of the process.• Coach, mentor and develop business leaders in line with profit & sales growth expectations.• Expand businesses and people numbers in line with budget expectations• Create ownership over sales & the customer experience at all levels• Recruiting and retaining the right consultants & leaders• Engage key stake holders in greater area strategiesTop 3 Achievements:1. NSW EGM Outstanding Achievement Award for exponential growth and contribution; 2011 & 20172. Most Improved Award for greatest profit growth in NSW/ACT: 2017 (ACT) 2016 (Sydney City) 2010 & 2011 (Western Sydney)3. 100% Team Leader Retention

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Bachelor Of Commerce - Bcom, Accounting And Business/Management

Education record