Mark Peterie Email & Phone Number

Sydney, New South Wales, Australia

Manage project deliverables for the Investment Products team. Own and resolve issues. Meet project deadlines and requirements. Collaborate with the broader business on behalf of the investment team to achieve positive client and business outcomes.

Sydney, New South Wales, Australia

Provide a customer voice, ensuring customers are heard, understood and treated fairly. Insights and trends are used to continuously improve the customer experience. Operational responsibility for voice of customer, complaints and quality assurance as well as providing strategic leadership to drive customer advocacy.

Sydney, New South Wales, Australia

Contracted to assess digital advice customer experiences that would enhance the engagement and retention of Resolution Life customers. Interim Product Owner for the Engage and Retain squad who, in an agile way of working, collectively deliver initiatives and campaigns to existing customers in Australia and New Zealand.

Sydney, New South Wales, Australia

People and operational leadership for the client engagement functions in AMP’s direct to client business. These phone-based teams are Wealth Retention, Wealth Direct Sales, Wealth Campaigns, and Advice Concierge. There are more than 50 staff across these teams with four people leaders managing day to day activity. This role also managed the retention and direct sales functions for AMP Bank until August 2020. In addition to operational responsibilities, this role drives thought leadership to enhance the direct to client experience leveraging voice of customer insights. Execute continual improvements to service and client propositions.

Sydney, Australia

Drive the customer strategy for AMP's direct to customer business, AMP Assist. Deploy effective customer experiences through telephone and digital means. Implement efficient practice management to scale AMP's scoped advice capability. Establish an industrialised lead generation campaign engine to support the expansion of this channel. Underpin this business with best practice compliance and with measurement that delivers insight to improve performance. Manage business investment to optimise and expand this alternative channel that complements AMP's face to face capabilities.

Sydney, Australia

Responsible for development and execution of the Enterprise Retention strategy to drive benefit for customers, advisers and shareholders. Lead a high performing team to achieve outflow and lapse targets. Ensure the operating rhythms, people management disciplines and learning loops drive continuous improvement and accountability. Engage across the business, including with senior leaders, to drive shared accountability for overall retention results.Own the development of the 2017 Enterprise Retention Business Plan as the second year in the three year strategy to build this capability at AMP. Socialise and align the 2017 retention priorities with other strategic priorities. Secure funding to deliver. Implement reactive and proactive initiatives across the adviser and direct to customer channels to achieve business targets.

Sydney, Australia

Responsible for the strategy and implementation of all wealth management initiatives in the Enterprise Retention plan. Took ownership of insurance related initiatives from June 2016.Implemented a program of work to achieve retention targets in AMP strategic plans. Developed and implemented the role of Retention Specialist to support adviser channel retention strategies. Established a value proposition for advice businesses to drive support for customer retention as a business priority. Backed this proposition with initiatives that shared best practice; created a retention toolkit that helped advice practices engage clients, and adviser facing alerts and reports that increased awareness of value loss.Developed engagement and migration strategies to support the transition of customers from closed products to contemporary solutions. Built the economic case to transition targeted customers by capturing other value levers including increased longevity and improved customer loyalty reflected in increased NPS scores.

Sydney, Australia

Apply strategic thought to develp an enterprise wide response to customer retention. Incorporates the development and use of analytical tools such as propensity modelling, strategies to drive best practice approaches across the organisation; application of customer segmentation to effectively target activity, implementation of reactive and proactive customer offers and, consistent measurement of outcomes.

Communications and marketing professional with intimate knowledge of the financial services industry specialising in the advice and funds management segments. Proven capability to deliver thought leadership, strategic marketing and communication strategies, and media relations expertise. Critical to my current role at ipac is the development and communication of clear value propositions to key market segments. These value propositions are translated into tactical marketing and communication campaigns that are on strategy. The role at ipac builds on experience gained at NRMA Financial Services, Energy Australia and AMP.