Oliver Twyman Email & Phone Number

Sydney, Nsw, Au

Leading the product strategy and operational development of our digital subscription services. With a focus on customer experience and commercial growth, I’ve successfully led multinational teams, introduced automation and AI initiatives, media sales programs, digital booking processes, redesigned reporting, and manage our strategic partnerships.- Developed AI initiatives, supporting commercial innovation and optimisation of strategic operations. - Increased average customer lifetime by 116% by automating onboarding and support processes.- Delivered innovative product enhancements reducing digital product churn by 18%.- Successfully implemented key initiatives and operating models with sales teams.- Scaled Sales & Support teams driving digital expansion by 230% within 6 months.- Led the development of customer experience journey mapping.- Strategic partnership lead for key internal and external commercial partners.- Introduced knowledge base and AI support tools to the Sales channel.- Designed and maintained the product vision, roadmap, and backlog of work.- Translated customer feedback and pain points into actionable user solutions.- Cross-functional team collaboration delivering rollouts on-time and within budget.- Redesigned the UI of customer-facing reporting dashboards.

Newcastle, Australia

Hired to launch and scale the Customer Success team, I rapidly integrated customer success as a core productivity and solutions driver within digital marketing subscriptions services.- Developed and successfully rolled out Customer Success Framework within six months.- Designed Customer Health Score system providing personalised, predictive solutions.- Introduced workflows, processes, technical documentation and dashboards.- Conducted training and capability workshops for internal teams and customers..- Optimised customer business growth opportunities.

Sydney, Australia

- Managed digital marketing campaigns for Australian-based SMEs.- Monitored success metrics and relayed results to clients.- Awarded for high-level communication, sales and client service skills.- Provided strategic direction and vision for the growth of online advertising campaigns.

Gosford, New South Wales, Australia

- Generated digital marketing strategy and business plans for both B2B and B2C.- Created, scheduled and deployed eDMs.- Content creation and branding.

Developed iOS and Android applications (Games and Utilities), and an online e-commerce store selling apparel and novelty products.