Responsible for overseeing the following customer functions in all live states:- Loyalty & Retention- CRM Communications - Customer Lifecycle Marketing - Promotional Strategy & Budget- VIP Clientele- Strategic Insights & Voice of Customer- Customer Service- Product Marketing

Responsible for overseeing a large team managing all customer related functions of a sportsbook including:- Loyalty & Retention - Promotional Strategy & Budget- VIP Clientele - Customer Service - Strategic Insights & Voice of Customer

Responsible for:Marketing- Creation and implementation of all marketing campaigns across Customer acquisition, retention & reactivation. Channels - Google/Facebook PPC, social media, targeted online digital, print, radio, TVC, direct marketing, affiliates, etc.- Leading outbound sales team to achieve and exceed acquisition, retention & reactivation targets and to manage VIP and key Customers relationships and events.- Enhancing and improving the already comprehensive reporting on key Customer metricsProduct- Having an extensive knowledge of the product, assisting in specifying the features and requirements for back-end and front-end functionality improvements.- Identifying and delivering improvements in the Customer experience/journey from brand awareness & acquisition to achieve brand loyalty from customers.

Joined and made significant contribution to establishment, launch and growth of a unique sport betting start-up – spread betting to complement fixed odds betting.Sales- Developed sales management processes, systems and documentation. Recruited and trained sales team. - Lead the sales team to deliver targets for Customer acquisitions, retention and reactivation. - Developed account management processes allowing the team to manage VIP and key Customers relationships; managed various Customer events.Customer Service - Developed Customer Service processes and documentation. - Recruited and trained Customer Service team and delivered excellent Customer service across all Customer touchpoints. - Assisted with and managed some successful Marketing campaigns - online, print, TVC, targeted digital, etc. Managed two major promotional events. - Liaised with government bodies, credit rating companies and external suppliers, resulting in robust operational processes and procedures.- Developed comprehensive reporting of key Customer metrics – sales and service.

Provided support and performed audit procedures for the Financial Services Division of EY Melbourne, specialising in Asset Management, Insurance, Banking and Capital Markets based clients.Key Responsibilities:- Analysis of financial statements- Frequent meetings and discussions with client representatives- Collaboration within an audit team- Interim/Year-end audit procedures

Provided support to the horse-racing team and the Internet side of the business where required through wagering duties, customer service assistance and social-media responsibilitiesKey Responsibilities and Achievements:• Decision Making - Watching a stock-market of horse-racing (Betfair) and making informed decisions based on information gathered and market movements; Deciding whether to allow bets from clients in short time periods based on certain criterion/trend analysis;• High pressure money handling - Placing bets on for the company based on certain mathematical rules (dealing with large amounts of money) in very short amounts of time – both horse-racing and Sports• Managing - Promoted to supervise a small group (6-7 people) and instruct them how and where to place bets in order to maximise profit/reduce error;• Customer Service - mostly inbound calls dealing with fixing customers problems with website/service, managing complaints and retaining profitable customers;• Social Media - taking control of the official tomwaterhouse.com twitter accounts

Main duty - provide marketing and business support to the refinish team.Key Responsibilities and Achievements:• Sales - Developed and implemented targeted promotions and increased customer base• Relationship Development - Developed and managed relationships with Customers and suppliers during the creation and implementation of marketing initiatives;• Administration and Production of Marketing Publications - brochures, magazines, etc• Management of large-scale events - Coordinated and participated in displays and events including company-wide annual conference;• Industry & Competitor Analysis - Analysed sales data and trends; Monitored and reported competitor activities.

Key Responsibilities and Achievements:• Sales - Used various sales techniques, conviction and negotiation to successfully convince people to donate to charity for first time (cold calling);• Relationship Development - Used strong verbal communication, rapport, relationships building and persuasiveness to convince current donors to give regularly (warm calling) and in many cases succeeded to raise their previous donations on a consistent basis;• Increased Responsibility - Consistently exceeded daily targets and have been given responsibility • Innovation/Cost-cutting - Contributed to cost saving for the charity by reducing paperwork by encouraging donors to use credit-card donations and receive emailed receipts.