Paul Wilcox Email & Phone Number

Brisbane, Queensland, Australia

Tourism Media, a dynamic player in the travel and hospitality industry, specializes in crafting captivating digital experiences that bring destinations to life. With a commitment to innovation and creativity, Tourism Media pioneers cutting-edge solutions that seamlessly blend technology with the art of storytelling.

Brisbane, Queensland, Australia

Flight Centre Travel Group is committed to creating amazing travel experiences for their customers. I'm very excited to be working with a very talented and experienced bunch of Digital Professionals, we are rebuilding our Digital Experience using sAFE Agile to co-ordinate our efforts. For the last few years I have been the Product Manager crafting and building the new digital experience for our Flight Centre Customers. This is accross the full product life cycle from a clean sheet to a new web experience. Using customer and competitor research to establish our initial experience, then building fast and releasing progressively to deliver value continuously. Most people can’t differentiate how they feel about a brand from how they feel about the experiences they have with that brand, so in many situations, UX becomes the brand differentiation. It can be part of — or all of — the reason a customer chooses to engage with a company or its products. Were are building new Flight Centre Experiences customers will love that make it easy to do business with us!Head here to get a feel for what my team and I have built - www.flightcentre.com.au/holidays

Bundaberg, Queensland, Australia

RipeGlobal PTY LTD was a newly established business specializing in democratizing education for Dentists.This role was a fantastic opportunity in a business that was effectively in "Start up" mode during the early days of the Covid 19 Pandemic. It was a steep learning curve as I was introduced to the fascinitating world of Dental Surgery and CPD - Continuing Professional Development for dentists. Our launch activities 1. Set up of new business (Including all the necessary approvals accross multiple juriticitions) in prepartion for a capital raise - this also involved reviewing all the relevnat legal documnetation, preparing business plans and cash flow estimates on multi year time frames. 2. Establish new ways of working together productively with a newly formed team in the initial phase of the pandemic. Specifically new web conferencing tools and other collabaration and workflow managment tools to suit the environment. 3. Rebrand an existing business andmove to a new Hub Spot based business using HubSpot CMS and other integrated Marketing Technology, Paymnet Gateway, Subscripotion tools using the Hubspot integrated priduct suite. 4. Hire and recruit for new positions in the pandemic context. 5. Re-start and re-think any activity that bought cash flow into the business This was a significant challenge to move to new industry in a new role and adapt fast.

Brisbane, Australia

Cruise is a complex travel product. The challenge my team achieved was to build a cruise booking engine that allowed Flight Centre's customers in Australia, New Zealand, and Canada to book cruises online. As the group looked to improve its digital offering and give our customers choice. Our challenge was to meet our online customer expectations as well as service the retail business with leads. My team and I built a full end-to-end booking capability in 6 months with booking, financials, and documentation capability as well as a full customer support team. That business contributed over 1000 cruise bookings annually and around $2.7 million in TTV and was in a strong growth phase before Covid interrupted and stopped us rolling it out globally. We had already made it easier for our customers to book a cruise online, and we were continuing to develop the experience using Product Management philosophies to prioritize our ongoing improvements. We were moving quickly in a lean agile environment. By offering our customers the choice to book online, in-store, or via a web inquiry with a dedicated specialist cruise team we created a winning multi-channel solution. We worked closely with both the product and marketing teams using our analytics and reporting insights to choose the right products to market. We also worked closely with our SEO team to identify how to maximize our presence and enhance the quality of our content. We were also working directly with the cruise lines to enhance the quality of their APIs and introduce new functionality to enhance the customer experience.

Brisbane, Australia

After more than 25 years FCTG (Flight Centre Travel Group AU/NZ moved to a new GDS technology from Galileo to Sabre. The move was a sucessful and major undertaking designed to create a dynamic and integrated technology ecosystem that facilitated our aim to be the worlds best Person to Person Travel Experiences company. This involved a significant change management and retraining effort. New systems, integration and processes required as we are also implemented Microsoft Dynamics CRM and ultimately we are moving onto Microsoft AX (Financial System) this new ecosystem will deliver a highly integrated travel desktop solution for our people and our online customers which will translate in to an "Amazing" customer experience across all channels.

Brisbane, Australia

Set the direction for the customer experience with an emphasis on customer led experiences and anticipating needs. Remove the barriers to doing business and make it easier, simpler and faster to work with us. Move to more tightly integrated and automated business process (with an emphasis on integrating our currently disparate technologies.)Less systems and more standardization but still maintaining the P2P element - person to person focus that is unique to Flight Centre Travel Group.Effective Resource Planning & Reporting to maintain accountability and predictability in service levels.

Brisbane, Australia

Strategy and planning for FlightCentre eCommerce businesses in Australia Manage the customer support team (Contact Centre) for all of our websites in Australia and New Zealand. (Flightcentre and Student Flights)Optimise the customer experience by a combination of Resource Planning, Call Quality and process improvements. Managing and improving the customer experience both on-site and with our customer support team.Improving conversion rates on all sites with an emphasis on AB and multivariate testing, UX, Implementing learning from focus groups = moving towards a customer driven change mindset. Integrating and automating our systems.Consolidating systems to improve supportability and reduce TCOO. Use of data to make decisions - better analytics and data analysis = "use of big data"Stabilizing and improving the quality of our production environments - with an emphasis on speed of response times and zero down time. Implementing a merchandising program - with an up-sell and cross sell focus.Working with our suppliers closely improving outcomes for both of us - margin for us - growth in volume for our suppliers. Integrate with various API service providers including LCC's (low cost carrier) hotel aggregators, insurance and all manner of land providers.(Car, Cruise, Tour etc)

Brisbane, Australia

eCommerce Project Manager

Brisbane, Queensland, Australia

Reporting directly to the then CEO of the AOT Group - Andrew Burnes (Now CEO of Helloworld Travel ASX - HLO) I was responsible for ... Managing daily operational activities of the wholesale Contact Centre, (160 staff) including:Developing the Strategic Business Plan involving key staffContributing to the Strategic Direction of the AOT GroupInspiring, motivating and managing the emotional buy-in to the business Developing, monitoring and reviewing budgets - and sticking to them.Working up business cases for Capital Expenditure decisions.Leading and developing my direct reports through feedback, coaching, counselling and regular reviews Advising team leaders on performance management issuesReviewing Training Programs annually in consultation with HR Advisors and Technical TrainersProviding guidance and support to Team Leaders with problem solving and staff development.Identifying, actioning and approving business improvement initiatives/ projectsImplementing new and improved Call Centre procedures and technology in areas such as rostering, recruiting, and performance management.Representing management at Enterprise Bargaining negotiationsCOMPUTER /TECHNICAL SKILLSMS Office:WordMs ProjectExcelPowerPointInternet/email; Call Centre SystemsLucent ACD (Centrevu Supervisor)Vu ACD - Call monitoring and reporting system TCS & IEX rostering systemsTravel SystemsAtlasTourplanCalypsoACE (Introductory)TravellusionsQuickbedsOASIS - Airline ticketing system Quickbeds - last minute web based hotel bookings Airline GDS i.e. Galileo, Amadeus and SabreMid/Front Office Crosscheck, Client

Brisbane, Australia

Responsible for running major projects inside FlightCentre LTDIntegrated Travel System - replace front mid & back office as well as integrate a fares database and land content into a consultant user interface. An end to end booking system for consultants. Review of Ticket Centre technology and efficiency - ticket centre is the largest issuer of airline tickets in Australia. Improve the reliability and efficiency of the in-house ticketing solution.

The objective of the Business Improvement role is to create a culture of continuous improvement.Using the Australian Business Improvement & Baldridge Quality programs to create a framework to identify opportunities for improvement. Work with the FlightCentre Ltd board & Global Leadership team on improving the interaction of its people with current technology. Focus on improved process as a priority for improved profitability and productivity in the medium term.Implemented performance improvement project with various business units of FlightCentre includingConduct comprehensive reviews of Infinity Holidays Reservations System - working with Microsoft Consulting resulting in productivity increase of %30+ Quickbeds.Com last minute hotel booking site - working with Microsoft Consulting, software development team and business users to improve performance, scalability and user experience. Improving response times by greater than 100%Retail Australia - commenced review of an integrated Airfares Database called Travelwire working with Travelport - subsequently discarding the system as unsuitable (See below) Ticket Centre - Undertaking a review of the non-performing technology & business unit. Implement both structural change, system change and & review of key technology systems. Review includes finances and ticketing system. Improvement plan implemented. Marketing Services - set up project with the leadership team of the in-house publishing and marketing services business to replace current job tracking and billing system.; Infinity Holidays Australian Sales Team

Brisbane, Queensland, Australia

Setting up the Infinity Wholesale brand as a distinct separate internal business for Flight Centre - introducing a separate direct contracting model, brochure range and reservations system.Building the business from a 9 person $3 million TTV to 55 people and $50 million in just over 18 months was a huge but rewarding challenge.

Brisbane, Australia

Brisbane, Australia

Strengthened the Sunlover brand through an unwavering commitment to customer focused service and specialised product knowledge - Harvey World Travel "Principal of the Year" on two occasions. Number 1 supplier for FlightCentre Ltd, American Express and Traveland. 15+% growth in Sunlover sales, three financial years in a row, against a 1 - 2% growth in domestic tourism packages. Established an exceptional rapport with and network of key industry contacts that has contributed to the ongoing success of Sunlover Holidays.Developed a series of value propositions for preferred suppliers. Oversaw 146% growth in Sunlover sales from $67 million in 1994/95 to $165 million for 2001/02.Call Centre performance consistently recognised by the industry as one of the benchmark service providers. Service level targets of 70/30 (70% of calls answered in 30 seconds) achieved. ASA of less than 60 seconds regularly achieved. Board Member Southern Downs Regional Tourist Authority for four years overseeing the broad strategic direction of the region with regard to proper governance, board policy and local politics.

Certificate, Business Administration

Certificate, Business Administration And Management, General

Certificate, Tourism And Travel Services Management, Passes

Bachelor Of Business Administration - Bba, Hospitality Administration/Management