Mark Yarnall Email & Phone Number

Melbourne, Vic, Au

Australia

Accountable to lead and deliver the Services function across JB Hi-Fi Group (JB Hi-Fi & The GoodGuys), including; Strategic partnership management, Service Product Design / Develop / Delivery, Revenue and Margin creation, Statutory Warranty, ACL and Regulatory compliance.

Australia

As part of this deeply talented consulting team, I support in the; creation, design, delivery and implementation of quality customer experience (CX) transformational programs for our clients. * Voice of the Customer analysis* Customer feedback measurement* Business & Process mapping* Insights production* Opportunity definition* Ambition articulation* Improvement design* Development and implementationAt AchieveAble, we deliver real, actionable outcomes to support your growth, retention and cost reduction, all with a customer lens, enabling your business success.

Melbourne, Australia

Accountable to lead the end-to-end Service & Support across the Telstra Reverse & Device Services ecosystem, including; Customer & Channel tools / processes, Operations, Service Support functions, Vendor management, Sustainability and P&L management.Enabling best practice Reverse Experiences, underpinned by an integrated strategic solution , that delivers new benchmarks in Service standards, business optimisation, channel & customer experiences, whilst unlocking incremental productivity opportunities.Define and deliver the multi-horizon strategic roadmap, culminating in the delivery of a significant Transformation program, that has delivered enhanced tools, process, systems and operations, which enable bottom line results, operational efficiencies, regulatory compliance and exceptional customer / channel experiences.

Melbourne, Australia

Leading the strategy, development, execution and operations of the end-to-end, Customer Device Lifecycle journey, across all Telstra’s channels (Retail, Voice & Chat). I focus on leading and delivering exceptional customer experiences through; business simplification, strategic innovation and enabling consistent omni-channel experiences.Successful design through to delivery, of the Telstra Device Care App and Ecosystem that has delivered a true Omni-Channel, digitally enabled customer device journey - allowing customers to get consistent, simple and valued support, when and how they want to interact with Telstra.

Melbourne, Australia

Key leadership role focused on the development and deployment of the strategic customer advocacy program - Local Check-In and embed into an ongoing foundation layer of the retail Customer Experience journey.The Check-In program proactively connected with over 6 million customers, asking them to Check In with Telstra at one of 384 specialised week long Check-In events across the Telstra branded store network.This program delivered significant success across key success measures with; over 1m Check-In conversations resulting in NPS growth by +13 for iNPS and +21 for eNPS, 13% growth in av. revenue per customer and 12.6% growth in multi-product holding.

Melbourne, Australia

Strategic and operational leadership role, accountable for the performance, capacity, capability and quality of Customer & Employee Support functions - delivering a positive support experience to over 1M support queries annually via Voice, Email or Live Chat.High level of focus on the improvement and integration of tools and processes that enable improved agent capability and simplified tools that enable high quality & consistent support delivery, to our customer facing teams, across Consumer, Business and Enterprise channels. Direct accountability for the direction of the Telstra Retail Support functions including; Dedicated off-shore support group, as well as the locally based; Level 1 Retail Support Helpdesk, Billing Concierge and the Customer Credit analysis and response group.

Responsible for the development and implementation of Telstra retail Customer Experience concepts, with particular focus on the Tech Bar and Online Shop, strategy design, planning & deployment. Strategically managing the Tech Bar proposition from a start up concept into a national deployed Customer Value Add solution, across over 300 Telstra retail premises. Tech Bar is a customer centric solution, offering customers onsite technical experts who provide guidance and service for; Setup, Support and Education of Telstra products.Develop, lead, implement and evolve the Telstra Online Shop offering, delivering a proven scalable eCommerce solution, processing over 500 orders per day, with same day shipping and Click to Collect (Buy Online, Collect In Store)

Responsible for building and sustaining strategic client relationships within the IT infrastructure space and supporting business partners in leveraging latest IT solutions to drive business; productivity, stability and information security.

Melbourne

General Manager successfully delivering the transformation of a young company through a growth phase into a national chain of Juice Bars and undertaking the transition into a Franchise model. Successful focus on process enhancement, system standardisation, training and financial stability, setting the foundation to build upon

Melbourne

Delivering consistent Operational control functions and performance within the Nike Australia’s company owned retail sites. Strong focus on operational efficiencies, compliance measures, labour, stock controls, team leadership and customer service standards. In excess of $12m in turnover within an environment, custom built to showcase the brand and product in the Australian flagship retail location. Success in the coordination of Nike, Australian Open tennis, retail presence and Guerrilla Marketing activities