-Perform in-depth keyword analysis to uncover valuable content opportunities and drive SEO growth.-Content Optimization Collaboration: Partner with content creators to enhance priority pages for maximum search engine visibility and effectiveness.-Content Development Liaison: Work closely with writers to refine and develop content ideas into targeted topics with high Google ranking potential.Achievements:-Crafted an analytical framework to identify and leverage content opportunities that extended the brand authority of Upgraded Points in the fields of credit cards and travel insurance. This framework significantly improved the company’s ability to target and engage with its audience, enhancing its competitive positioning and driving greater traffic and engagement.

- Orchestrated the efficient shipment of items from our warehouse to both domestic and international customers, ensuring timely and accurate delivery.-Implemented effective stock handling procedures, including unpacking, organizing, and regular inventory stocktakes, to maintain optimal stock levels and prevent stockouts.Served as the primary contact for clients, addressing their needs and concerns daily, and maintained proactive communication to manage stock levels and ensure timely restocking.Achievements:-Process Improvement: Redesigned the warehouse layout and introduced three strategically placed fulfillment workstations, making stock easier to locate, reducing the distance between inventory and workstations, and decreasing staff frustration. This streamlined process cut search time and order fulfillment time by 20% and reduced hourly staff costs by 10%, significantly boosting overall warehouse efficiency.-Client Contract Enhancements: Suggested and implemented changes to client contracts, leading to better management of client expectations and a reduction in customer complaints.Inventory Management: Developed a weekly stock level review process to prevent stockouts, improving order fulfillment readiness and reducing client and customer frustration.-Warehouse Management: Efficiently managed warehouse operations during the owner’s absences, ensuring smooth operations and continuity of service.

• Lead a team of 14 people across 5 diverse teams and 4 bank brands covering Graphic Design, Brand, Product Marketing, Field Marketing as well as Traffic and Production to deliver effective marketing campaigns on time and on budget so that business targets and compliance responsibilities could be met. • Worked with operational areas and our legal team to manage a variety of forms and disclosure documents to ensure they were kept up to date and compliantAchievements: • Ran a campaign to 55,000 members encouraging them to change their statement preference from paper to electronic. The campaign had a 5% response rate, representing a cost saving to the Bank of $36,604 per annum;• Created the communication strategy to members relating to a change to the Bank’s Constitution which was presented by the Chief Marketing Officer and approved by the Board. Managed the execution of that strategy with 92% of members voting to accept the proposed changes;• Instigated two of the most popular content campaigns: Tax Tips and Cyber Crime Protection Tips across 4 branded websites, EDMs, newsletters and social channels;• Managed a project to update, consolidate and de-brand 110 forms.

• Lead, built and executed the Group Customer Relations customer engagement strategy consulting stakeholders across the Group;• Lead customer research and survey activities including development of survey questions and online survey collection platform, analyse results and present to the leadership team;• Lead discussion around the interpretation of the survey results to identify areas for improvement;• Accountable for action planning and driving improvements in the survey results over time;• Work with Business Insights team to define automated reporting requirements in Tableau;• Work with Group Customer Relations teams to manage change around risk and compliance whilst inspiring a culture of continuous improvement.Achievements: • Coded and launched an online survey infrastructure to pilot within 6 months; • Within 6 months of the pilot going live:o Embedded the survey S.O.P. with extensive stakeholder engagement: 70% of teams offering surveys on 100% of their eligible closed complaint cases week after week;o Collected over 1,000 surveys with scores that validated complaint resolution industry best practice, scoring over 50% of 9s and 10s on overall satisfaction.

Responsible for marketing communications and product marketing across the Australasian region - Australia, New Zealand and Singapore.More specifically on the communications side, responsible for ensuring global brand guidelines are met, ensuring product claims are compliant with Therapeutic Goods Association requirements, providing effective tools to independent Mannatech sales Associates (product sheets, videos, FAQs, training guides, flyers, posters, email content), driving awareness around promotional offers and events, branding events, marketing email campaigns, lifecycle campaigns, weekly e-newsletters and magazines to keep in touch with customers, researching and organising sponsorships/brand ambassadors plus building brand and product awareness through advertising and public relations.More specifically on the product front, responsible for product research (market and competitive analysis), positioning, developing and delivering product training to independent Mannatech Associates, adapting U.S. product collateral to local markets and launching new products in the region.Part of the Australasian leadership team which shapes and drives the strategic direction of the company within the region.

Responsbile for the smooth operation of the automated database marketing requirements (using Unica/IBM Campaign software and custom-made predictive models) for two strategically significant client accounts to enable them to transform their marketing capabilities through data-driven decisions to enhance brand loyalty, increase sales and reduce churn.

MKT308 - Customer Relationship ManagementThis subject, offered by the Department of Marketing and Management, explores what CRM is really about, and presents a proven, managerially-relevant approach to succeed with CRM programs. CRM normally requires software implementation, but more importantly it involves the alignment of strategy, people, processes and information technology with a strategic focus on customers in order to succeed.Key topics include customer strategies, customer value, loyalty, experience, lifecycle customer management, sales force automation, marketing automation, service automation, customer profitability, benchmarking and program implementation.

Transformed the business by implementing a new company wide operational system using off-the-shelf software. The role included gathering user requirements, working with software vendors to deliver on those requirements, testing and full implementation plus training users on the new system.

Transformed the business by implementing a new company wide operational system. The role included gathering user requirements, working with software vendors to deliver and customise requirements, testing and full implementation plus training users on the new system. A large part of the role included mapping and re-designing the end-to-end customer experience from prior to a construction job to post-construction.Introduced brochure featuring product suite and before and after photos for more effective marketing and lead generation.

2003-2005. Developed an executed the Growth lifecycle for consumer customers, overseeing the full automation of 4-5 campaigns per month, end to end, with a budget of AUD 1.2 million per annum.2005-2007. Implemented a customer lifecycle management capability for SOHO, SME and Corporate customers. Specialised in Welcome and Growth campaigns, increasing campaign volumes from 3 per annum in 04/05 to 17 in 06/07.2007-2009. Headed up a team of 3 analysts to deliver actionable metrics that helped senior management manage and improve the customer experience across call centres, retail stores, self service channels and account managers.

Liased with Pre-Sales Consultants to consolidate high volumes of client information and sales collateral into a database for easy access.

Several roles within a start-up group that supplied the financial industry with data warehousing applications designed to enhance channel and product management plus measure customer profitablity at the detailed account level. Within a 5 year period, Michelle assumed several roles: Marketing Communications Manager, Global Product Manager and was then promoted to Global Product Marketing Director, managing a team of product managers spread across the U.S. and the U.K.Involved in progressing sales motions with major international banks like Banque Nationale de Paris, Deutsche Bank and La Caixa. Delivered double digit sales growth year on year for each application.

Worked with product and relationship managers to identify target markets and develop relevant marketing collateral and plans and drive more funds under management.

Managed business deposit and transaction account portfolio AUD 2 billion across SOHO and SME segments.Involved in strategic planning, analysing market opportunities, product development, MIS and marketing plans, pricing and product reporting. The business deposit and transaction portfolio grew by AUD 136.6 million between 1993-1995.

Three placements on the Management Trainee Program (1988-1991) as MIS Manager within the retail bank, Sales Information Manager within Mortgage Sales and Financial Controller for the Retail Bank, IT, Credit Risk and Marketing divisions of Citigroup.As Marketing Manager for Superannuation & Retirement Products in Citicorp Life (1991-1993), managed the pricing of annuity-based products, sales promotions and relations with financial planners and industry influencers.

Performed operational and compliance audits. Clients included Caltex Oil, Mitsubishi Bank, Maxwell Chemicals and Racal Electronics.