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•Lead & manage a combination of up to 12 new and senior CRM staff at any one time•Proactively provide ongoing support, assistance, coaching and training to CRM’s•Attend regular client engagements (web or face to face) with CRM’s and provide feedback•Undertake ongoing assessment of staff strength and weaknesses to identifies areas of development•Conduct regular Performance and Goal reviews •Set and achieve department team and individual staff budgets•Know, implement and oversea department standards, policies and procedures•Undertake hiring in the Client Service department, assisting in final staff decisions.•Monitor staff commission and review departmental commission statements•Allocate new and existing client portfolios to new and existing CRM staff•Manage internal relationships at all levels of the organization to achieve consensus based decision

• Proactively manageda $3m portfolio of top tier Corporate IBISWorld subscribers with the goal of achieving retention targets• Establish, develop and grow relationships with Decision Makers, Administrators, Key Contacts & Licensed Users• Proactively develop and implement training and awareness initiatives for clientele to deliver value• Proactively Identify Growth prospects and build a diversified pipeline of growth opportunities• Proactively cold call new opportunities to move them through a sales cycle to an executed deal• Prepare in-depth proposals for new client onboarding & client renewal• Resolve sophisticated client queries in a quick, meaningful value added manner• Assist in revenue generating product development at all stages, from concept to delivery• Assist in first stage recruitment of new Client Service staff• Lead induction training for new Client Service staff• Provide ongoing mentorship to Client Services with respect to lient vertical training and deal development.

• Proactively managed a $1.8m portfolio of IBISWorld subscribers with the goal of achieving retention targets• Establish, develop and grow relationships with Decision Makers, Administrators, Key Contacts & Licensed Users across an organisation• Proactively develop and implement training and awareness initiatives for clientele to deliver value• Proactively Identify Growth Opportunities within individual client portfolio • Prepare in-depth proposals for client renewal• Resolve client queries in a quick and meaningful manner

• Decode client requests to be able to service client needs • Answer client requests of both a general and sensitive nature to an above satisfactory standard • Solve customer problems were time and scope permit • Contribute to team meetings to increase out-performance to lead ANZ towards being a super-regional bank .

• Responsible for’ My own Sales Business’ i.e generating member growth through a variety of individual initiatives. • Presentation of information specific to my audience. This required a specific understanding of my customer and their needs. • Adding value to a customer and members experience through the promotion of club initiatives