Working with the MBA Program at Deakin through the Business Process and Technology subject as an industry partner - assessor and presenter.

Austbrokers is a leading network of general insurance broking, underwriting agencies and financial services operations represented in over 110 locations across Australia and New Zealand. Austbroker member firms provide quality advice on general insurance, financial services and risk management products to all client sectors in the broader community.

Since 2010 have consulted to various organisations on a project basis including- Willach Pharmacy Solutions- Venus Advertising - IVECO Trucks Australia (Sales & Marketing Manager Nov 2010 - April 2013)- Noel Allen Pharmacy Group

Successfully set up the innagural sales and marketing departments. Responsibilities included strategy development, brand development, customer experience management, research, marketing communications, product development, community involvement program, event management, new commercial business sales, direct personal lines sales, management policy, customer satisfaction, account management and channel management.Major achievements included - the introduction of a strategic planning framework using Balanced Scorecard methodology with improved levels of analysis and clearer articulation of company direction. Introduced formalised planning methodology across customer segments, sales, marketing and regional action plans. - the introduction of a market research program and ‘Voice of Customer’ program to form the basis of customer segment planning across major commercial segments and direct personal lines. Also implemented Net Promoter Score to measure brand delivery (direct and commercial). - Implementation of an integrated customer experience management program including brand DNA and behaviours, customer service program and customer service standards. Wrote the Ansvar Insurance ‘Brand Bible’ and trained all branch staff.- Launch 4 new products in core customer segments in a 12 month period with significant sales improvements- Introduction & implementation of a major sales change program resulting in an improvement of sales - Implementation of a centralised direct contact centre with a productivity & sales improvements - Launch of the new brand in a 3 month timeframe, on time and under budget. Aligned all B2B, B2C and internal communications as part of launch.- Introduction & development of value propositions across customer segments.

Key responsibilities – strategy, brand development, research, visual identity, communications, product developmentAchievements included the- Development and implementation of a new retail model which achieved significant incremental EBITA- Product/program development for the Pharmacist market.- Development of an online delivery of service options resulting in greater uptake of service offer and greater internal efficiencies- Development of Pharmacy Choice customer experience program including brand DNA, values, brand personality and positioning and the alignment of activities across customer touch points. - Development of brand naming strategy for private label products. - Development and implementation of communications campaign to change over to new brand name and service offering.- Redesign of communications program to ensure fit with new strategy. Delivery of consumer communications program comprising catalogues, in store point of sale, health books, consumer calendar, and local area marketing program.

Responsibilities included strategy, brand development, visual identity, integrated communications program, product development, event management, category management, mystery shopping and research.Significant achievements included: - Secondedment on an 8 week project to represent the retail division for Pharmacy Services Business Unit strategic plan resulting in an increase in market share - Development of pharmacist segmentation criteria based on attitudinal dimensions. - Development and implementation of the customer experience management program including, development of the brand DNA and behaviours. Wrote and delivered the Chemmart brand bible and store values training modules and delivered a staff culture program. - Development and implementation of market research program across customers and pharmacists, providing insights into providing superior service levels. Used the insights to change perceptions and retail pharmacy delivery model (direct dispense). - Development of world’s best practice store formatto deliver an improved customer experience. Aligned all touch points and developed new information based store communications hierarchy. Developed category solutions culture via integrated programs including store education, consumer information at purchase, in store health programs and mystery shopping, private label category strategy. - Redefined the franchise program rationalising 13 options to 3, delivering improved internal efficiencies and reduced billing errors. Resulted in a revenue increase.

Responsibilities included marketing strategy, brand development, visual identity, communications, advertising and promotions, event management, PR, loyalty program and researchAchievements - Redeveloped the brand DNA and successfully repositioned the brand from discount to value. Realigned customer touch points to align with new brand position including store format and design and advertising campaign. - Ran successful campaigns including Christmas 2001 which achieved a +7% on previous year on budget (fully integrated including catalogue tipped onto Women’s Weekly, mini catalogues appearing in Marie Claire, New Women, Sunday Magazine and Woman’s Day, gift voucher promotion, windows, bags, gift cards, in store displays). Achieved a +30% sales on previous year through Sensational Bottoms/ Topless campaign appeared in National Magazines. - Relaunched loyalty program including new visual identity, sign up procedures, data collection, terms and conditions of program and compliance with privacy laws. Implemented the most successful VIP night in the history of Sussan. - Developed Sussan Classic event strategy paper recommending ownership of the event vs. naming rights sponsorship and 3rd party management, accepted and implemented. Signed on with Athletics Australia as a gold level event (only 10 in Australia).

Responsibilities included brand strategy, brand development, visual identity, PR, stakeholder management, research and customer experience managementAchievements:- developed the brand DNA/ architecture and defined the customer experience for M>Train, M>Tram and V/Line. Brand concept built throughout the organisation including HR practices, undertook customer service training across the organisation.- developed communications hierarchies and managed the V.I. implementation across rolling stock (trains and trams), communications, stations, signage, uniforms, and infrastructure.- Achieved the implementation of new brand with 0 days of industrial action

Used this time to gain agency experience. Responsilities included account management of agency clients (Automotive Partners Loyalty Program and Laminex Industries, Boral, Essendon Football Club, and Arthur Andersen Consulting), event management and set up the loyalty division of the agency.

Responsibilities included marketing strategy, loyalty and alliance programs, research, advertising, sales promotions and visual identityAchievements- Increased total loyalty sales by +11%- Reinvigorated the frequent renter program, increasing sales by 8% - Implemented Fly Buys loyalty program into the Budget organisation growing incremental revenue significantly. - Solely responsible for the negotiation of the worldwide contract between Budget and Air New Zealand and subsequent Australian and New Zealand joint marketing programs. Exceeded revenue targets year on year.- Increased American Express revenue by 23% (Aust) and 42% (New Zealand)- Implemented brand consistency program for the pacific region