As Digital Sales & Customer Success Manager at Technogym, I am entrusted with spearheading growth, fostering client retention, and ensuring utmost customer satisfaction through our cutting-edge digital solutions.My role demands a multifaceted skill set, blending strategic sales acumen, adept project implementation, comprehensive education initiatives, and meticulous customer retention strategies. Passionate about the intersection of fitness, digital innovation, and wellness, I am relentlessly driven by a commitment to achieving transformative results. Leading with passion and specialist skill sets, I orchestrate my team with a focus on professionalism and harness exceptional relationship-building skills to cultivate enduring success.

Oversee the National Digital Key Account portfolioSupport Digital Transformations for Enterprise accounts Assist with high-level consulting on digital customer journeysSupport National Field Sales team on go-to-marketing strategyProvide education for Mywellness implementation

- Led the COVID-Restart of Centre fitness and customer services functions - Created and implemented 2021 Strategic Health and Wellbeing plan in harmony with Council municipal objectives - Managed risk and policies for all programs and services through consultation with staff, advisors, and relevant stakeholders- Created digital communication plan which included expansion in services allowing more consistent and impactful communication with the customer base and the broader community - Provided individualised training and development to my leadership team - Led the digital marketing efforts for the facility through social, website, eDM, and community reports - Developed customer engagement plan which included digital surveys to understand and improve customer experience, member journey enhancements, and staff training- Facilitated service delivery improvements through staff training, accountability measures and customer feedback

Each month, our three recreation sites provide over 1100 group fitness classes to an average of 13,500 participants, facilitate 850 member health club appointments, 450+ Personal Training sessions, 500 EVOLT body scans, 1800 MyZone workouts, and provide 95 offsite sessions attracting 1000 community participants. An amazing impact for the City of Casey Community.Key successes in this role include:- Set 24/7 Health Club Operation for both Casey RACE and Endeavour Hills Leisure Centre with a combined membership of 5500- Creation of digital member induction process for 24/7 access - First in YMCA Victoria- Gaining Accreditation for all three sites through Fitness Australia's Quality Accreditation program- Creating a unified member experience across three recreation facilities by streamlining processes, programs and services- Implementing consistent ONE Casey staff recruitment and onboarding process- Strengthening partnerships with City of Casey and Casey Cardinia Libraries to increase offsite programming participation by 172% in an eight-month period- Relaunching MyZone within Casey RACE to gain a 400% increase in usage within a three month period

• Create opportunities for people to participate with others through the design and delivery of programs and services.• To adopt a visionary outlook and advise on future directions for the health and fitness area.• To actively promote the benefits of health and fitness to the local community including schools, sporting clubs and community groups.• In partnership with the Area Manager actively represent the YMCA on agreed health and physical activity committees that benefit the collective health of our community.• Liaise with the Area Manager in attaining and increasing membership targets and promoting the Health Club and Group Fitness.• Produce agreed performance indicator reports with analysis of results including but not limited to participation and occupancy for areas of your responsibility.• Responsible for ensuring FitDesk (member engagement software) is utilised to create peak outcomes for the Centre and its members.• Contribute to the preparation of the Centre's Annual Service Plan relating to these key result areas for each financial year.• Development, implementation and promotion of programs and special events.• Ensure YMCA quality systems are maintained.• Maintain working relationships with other YMCA Health and Fitness professionals.• Comply with YMCA’s procedures for safety, training, purchasing, document control, internal quality audits, corrective and preventative action, customer complaints and control of non-conforming products.• Day-to-day website maintenance and updating; • Updating and monitoring of Facebook and any/all social media outlets;• Production of material for centre emails and e-newsletters and distribution• Responsibility for ensuring all marketing and communications collateral is received and accounted for;• Responsibility for the implementation and monitoring of the annual Marketing Plan / Calendar

- Inspire participants to find the best version of themselves- Coach Small Group, Functional Training Sessions.- Develop interesting, progressional programs for all levels

• Create opportunities for people to participate with others through the design and delivery of programs and services.• To adopt a visionary outlook and advise on future directions for the health and fitness area.• To actively promote the benefits of health and fitness to the local community including schools, sporting clubs and community groups.• In partnership with the Area Manager actively represent the YMCA on agreed health and physical activity committees that benefit the collective health of our community.• Liaise with the Area Manager in attaining and increasing membership targets and promoting the Health Club and Group Fitness.• Produce agreed performance indicator reports with analysis of results including but not limited to participation and occupancy for areas of your responsibility.• Development, implementation and promotion of programs and special events.• Complete monitoring and evaluation checklists and sign checklists for acceptance of conforming products where appropriate.• Complete as rostered by the Area Manager direct service Health Club shifts.• Supervision of all Health Club users, giving technical advice, support and encouragement and capable of sound demonstration of exercise technique.• Respond to documented customer feedback within 72 hours of receipt.Staff Leadership• Provide direction and leadership to assigned staff teams (Health & Fitness including Personal Trainers and Group Fitness Instructors). This will include recruitment, training and appraising of staff to assist in achieving team goals and maintaining the standards of each assigned area.• Mentoring of staff and volunteers.• Oversee and monitor rosters in assigned areas according to customer demand and within agreed budget performance.• Organise and maintain effective communication systems e.g. staff meetings, booking procedures.

• Led delivery of practical component of Certificate 3 and 4 in Fitness to student groups of 12 – 15 participants • Manage student administration from enrollment to course completion• Developed and implemented local marketing strategy for student recruitment • Creation of course work and practical workshops• Manage and respond to student feedback and mentor requirements

Instruct Les Mills Group Fitness Classes to a broad range of participants.