Nick Rock Email & Phone Number

Sydney, New South Wales, Australia

North Ryde, New South Wales, Australia

• Developed CRM business requirements for the various divisions across Rabobank.• Project managed the maintenance and change request release schedules for the CRM team.• Responsible for ensuring all aspects of the system lifecycle (i.e. analysis, testing, documentation, support, etc) are properly managed in accordance with Rabobank standards / policies, and that all approved tasks are completed on time.• Assisted each business unit to assess current applications and/or business related processes with a view to delivering consistent and more efficient solutions.• Identified and recommended training and support requirements for users.• Developed and delivered all CRM training across Rabobank Australia and New Zealand.• Documented detailed system specifications for use by Developers.• Liaised with developers to ensure their clear understanding of requirements.• Facilitated user acceptance testing, including the development, review and execution of test scripts.• Ensured Compliance with Rabobank Change Control, Internal Audit and Quality Assurance standards.• Team captain of the winning team for the inaugural ‘Building for the Future’ Rabobank innovation competition.

Sydney, Australia

• Facilitated the implementation of a new Marketing CRM system (Microsoft Dynamics) for the bank. • Played a key role in the formatting, importation and quality assurance of client, prospect and lead data.• Project managed the rollout of user training across 93 branches in Australia and New Zealand.• Manage ongoing CRM system design and enhancements ensuring business deliverables are implemented by IT support.• Responsible for ensuring the delivery of Marketing campaigns through liaising with designers, extraction and quality assurance of data, the provision of materials and providing timelines for mailing houses.• Develop and execute required CRM system branch training sessions across Australia and New Zealand.• Chair meetings with internal stakeholders to formulate future strategy and provide feedback and advice on key business CRM processes.• Developed and distributed a fortnightly CRM bulletin to all branch staff to provide on-going support to users.• Privacy Officer for CRM system to ensure Privacy and SPAM requirements were met.

United Kingdom

• Managed key UK accounts that generated an annual revenue stream in excess of $1 million. Coordinated end to end marketing campaigns through multi channel direct marketing.• Analysed client needs and developed marketing solutions. Composed detailed client mailing proposals. Coordinated print suppliers, design agencies and mailing fulfilment houses. Monitored pricing, stock supply and quality assurance with outsourced suppliers. Successfully took over the account management of 20+ Healthcare Journals.• Automated the extraction and formatting of mailing data. Produced reports to monitor company Key Performance Indicators (KPIs). Coached team to achieve best work practice and broaden skill set. • Maintained a high level of customer service ensuring continual customer satisfaction. Planned customer projects ensuring that the projects were delivered on time, budget and met the customer’s expectations. Project managed European client mailings to 15+ countries. • Interpretation of client needs to provide audience segmentation which met exact campaign requirements.

United Kingdom

• Attend client meetings to formulate CRM specifications and provide feedback and recommendations for the client. Direct contact for client account managers. Travelled off-site to configure and maintain client SQL databases and Head Office CRM system. • Created and maintained CRM system customisation. Responsible for all database structural changes. Internal contact for development and technical support enquiries. 2nd line phone support for all elevated helpdesk requests supporting 300+ users. Developed, configured and maintained all CRM client sales reports.

Sydney, Australia

• Conducted client training courses throughout Australia on CRM system functionality for new and existing sales representatives. Supervised CRM helpdesk including the setting of individual objectives, conducting staff appraisals, scheduling of weekly shifts. Chaired weekly staff meetings.• Received company achievement award for client satisfaction.• Produced weekly status reports on call resolutions for the CRM director. Built solid relationships with clients and internal staff. Contact point for the client troubleshooting. Setup the companies training manuals and procedures for CRM system.

Diploma Of Management

Diploma Information Technology

Education record