In addition to my responsibilities as General Manager Clients and Markets:Lead the transformation of the WSP Transport Business in Australia into a Client-focused organisation that is recognised as delivering a leading Client Experience by our Clients, partners, teams and the industry. Deliver the Client Experience and Client Service goals as outlined in the Transport Strategic Plan 2019-2021 and beyond. Be the business groups CX champion in Australia and link to CX programs, initiatives and leaders across the globe. Ensure all business group functions are aligned with the goal of being the market leader in Client Experience and that our business plans are designed and executed to support achievement of that goal. Oversee and champion the Client Voice Program and work with the Transport leadership team to use client feedback to guide changes that supports the development of a market-leading Client experience. Work with Global, Enterprise and other Business Units to ensure our general approach as well as CX specific tactics are crafted to achieve market leading client experience and are appropriate consistent across the whole business. This includes the Client Voice Program. Engage with Clients, contractors, partners and others to raise the profile of WSP and support sustainable, healthy relationships.

Lead the development, alignment and implementation of the Market Strategy Develop, agree, and execute an effective and targeted marketing and brand positioning programIdentify and create opportunities to sell WSP | Parsons Brinckerhoff’s full service offerings to the market and coordinate with other Market Leaders to ensure services that are unique to the Transport business are proactively offered to all markets. Set, monitor and report on all market related targets for the Transport business including period reporting on client and regional market progress and activities, and quarterly reporting on strategy implementation.Guide and manage the pursuit and sales processes and ensure adequate business development management and monitoring systems are implemented, including the implementation of a number of new business systems. Develop and Deliver CRM-based marketing programs in collaboration with the relevant Client Directors and Client Relationship Managers with a goal of achieving better client intimacy and preferred consultant/Trusted Adviser status with key clients.Ensure that strategic initiatives can be converted into plans and programs that can be readily adapted by the Transport business.Foster collaboration across all dimensions of the businesses to deliver client outcomes. Develop and implement an internal and external communications plan.Manage a team of Marketing Advisers, Bid Advisers, Communications Advisers, Graphic Designers, Editors and Word Processers.Work with the Business Director and Client Directors to manage the Trusted Adviser ProgramWork with the Business Director and Client Directors to make best for business decisions in relation to delivering client outcomes.

Contributed to the development, alignment and implementation of the Business Group Strategy.Developed and executed an effective and targeted Business Group marketing program and brand positioning in consultation with the Markets and Clients Leader, Client Relationship Executives, General Managers, Capability Executives and Client Relationship Managers of brand client accounts within the Business Group.Planning & leadership of the Business Unit marketing function which includes brand management, corporate communications, internal communications, events and sponsorship management, digital marketing, CRM system management and graphic design.Trusted adviser for marketing and provided strategic advice and support to senior managementDeveloped CRM-based marketing programs in collaboration with the relevant CRM’s with a goal of achieving better client intimacy and preferred consultant/Trusted Adviser status with brand clients.Monitored the marketplace to assist in identifying business opportunities Applied relevant market research and intelligence in relation to trends and current issues affecting the business group’s markets and clients. Responsible for managing the Business Group client satisfaction survey process and assessment.Supported a portfolio of capability/service offerings and Centre’s of Excellence to a market leadership position.Led thought leadership campaigns. Delivered relevant and current marketing collateral for the Business GroupManaged the budget for the Business Group marketing program.

Strategic marketing/practice development planning – for the finance portfolio of practice groups (Consumer Credit, Securitisation, Debt Capital Markets, Structured Finance, Project Finance and Leveraged Buyouts) and strategic clients.Key account management for strategic clients – with emphasis on initiatives to broaden the range of services provided and deepen existing relationships.Client seminars, training and entertainment – facilitation, organisation and assistance in “relationship” activities.Client feedback / “auditing” – identifying key contacts, interviewing, reporting and implementing any resulting changes.Client management/liaison – in support of Relationship Partners eg. rates and intranet portals for key clients.Major prospects – identification, tracking and positioning for “must wins”.Tenders, proposals and league table submissions – direction, coordination and document/pitch writing and review. Also maintenance of a database of previous submissions for future reference.Capability/matter information collection – directing the process and reviewing resulting database entries.Newsletter and article publication – topic selection, encouragement, coordination and review. Industry conference and event involvement – assessment of value, facilitation, support and negotiation on behalf of AAR’ Finance speakers and attendees.Industry association participation – as above.

Marketing strategy – Developed a marketing strategy for each of the groups in National Services (new business initiative) which contributed to the company’s position as a influential force in the infrastructure industry through a structured, integrated, profiling and communications program.Strategic pursuits & proposals – responsible for managing major/ strategic pursuits and proposals, including bid writing, coordination of all registrations of interest and tender submissions. Communications – coordinated communication strategies that fostered relationships with the regions and ensure National Services key messages were understood by stakeholders.Events program – responsible for developing and delivering an ongoing program of events nationally which is integrated with the regions and supports the strategic vision and the firms focus on client intimacy.Client relationship management – assisted client managers in developing client relationship management plans for key clients.Budget – managing the marketing services budget and monitoring, reviewing and reporting performance as required.Marketing collateral – drove the development of the marketing collateral for all groups that added value to the activities that it was used for.