Marta James (Gaicd) Email & Phone Number

Mentone, Vic, Au

Melbourne, Victoria, Au

Melbourne, Vic, Au

Northcote, Victoria, Au

Melbourne, Victoria, Au

In my role as Director of Digital Transformation at Whispir Pty Ltd I have spearheaded initiatives to modernize and digitize the customer experience and streamline business processes.By developing a comprehensive Digital Transformation roadmap, I focused on technology innovation and customer experience enhancements while driving business efficiencies and process improvements. Notably, I successfully redesigned the end-to-end customer journey, eliminating friction points and implementing self-service and SaaS best practices. Through this effort, we achieved Whispir's first Service Design Blueprint and significantly improved sales and order-to-cash processes, resulting in faster quoting, reduced administrative tasks, and accelerated contract-to-customer activation time. Additionally, I led technology replatforming projects and strategically reduced the global corporate software budget while building a highly engaged and productive team. I am proud of my accomplishments in fostering a positive team environment and driving impactful change at Whispir.

Docklands, Victoria, Au

I led the transformation of the Myer One loyalty program, driving lifetime customer value. I developed a strategic roadmap, enriched the online buyer journey with personalized loyalty experiences, and successfully integrated the MyerOne loyalty program into the myer.com.au experience (60% increase in online registrations). I also led a highly engaged team and collaborated with diverse stakeholders, including executive support, to achieve our goals.

Melbourne, Vic, Au

I was responsible for the strategy and profitability of the Customer and Ease of Use product portfolio. I led cross-functional agile dev-ops mission teams, setting a clear vision for new features and product optimization, managing the product roadmap, and prioritizing backlog items. I successfully de-risked customer migration journeys (protecting $20M in net revenue), recommended improvements to the acquisition conversion funnel (increasing net revenue by $10M), and implemented personalized rewards to decrease churn. I led the development of the new brand online experience, reduced customer complaints (withdrawal related complaints by 68%), and ensured compliance with industry regulations. Additionally, I built strong rapport with key stakeholders, mobilized teams during the Covid outbreak, and obtained executive endorsement for the scope of the new brand online experience.

Port Melbourne, Victoria, Au

I played a key role in innovating the digital customer experience through personalized 1:1 interactions across email, mobile app, and website channels. To achieve this, I focused on three critical areas of improvement:1. Single View of Customer: I successfully consolidated all communication technology across the group and implemented Salesforce Marketing Cloud, streamlining our marketing automation and CRM programs. This enabled us to create a unified customer data layer providing a comprehensive 360 view of customer interactions with Toyota. Additionally, I championed antonymous-to-know data capture strategy to progressively identify customers in their journey to offer a personalised and pre-emptive experience. 2. Seamless Digital-to-Retail Connection: I established a foundation for tracking and following customers' journeys from online channels to in-store visits enhancing customer experience. Additionally, I oversaw redesign and centralisation of the onboarding customer journey from vehicle ordering to dealership car delivery and maintenance. 3. Repeat Purchase CX Journeys: To reward our loyal customers, I designed dedicated CX journeys that encouraged repeat purchases during new vehicle launches. This included introducing a loyalty offer specifically for current Toyota owners and implementing a personalized and immersive vehicle pre-launch nurturing experience. These initiatives resulted in a significant increase in highly engaged and qualified sales leads.

Tullamarine, Vic, Au

In charge of developing a digital marketing strategy to improve customers’ brand perception, increase share of wallet and optimise value of MarTech and AdTech stack. Key achievements: • Successfully reshaped the digital advertising strategy including behavioural customer profiling driving higher margin product uptake and resulting 74% net revenue increase YOY.• Responsible for new eCommerce customer experience including up-sell and cross-sell journeys including nurturing and transactional emails leading to 20% increase in the high yield parking products bookings.• Accelerated optimisation of marketing campaigns and pioneered introduction of flash sale campaign resulting in 64% YOY increase in number of online transactions from email.

Docklands, Victoria, Au

South Melbourne, Vic, Au

South Melbourne, Vic, Au

St Leonards, Nsw, Au

Melbourne, Vic, Au

Toronto, Ontario, Ca

Au

Gaicd

Masters, Marketing And Management, Majoring In Finance And Accounting