• Strategic direction and tactical development of the End to End SMB Digital Journey including Online, ExactTarget, Pardot, Salesforce CRM, Vlocity CPQ wizard, and Jarvis (BCC).• Maintain proactive relationships with key stakeholders, Internal and External teams, and local and overseas Vendors to ensure SMB requirements, processes and projects are delivered on time and within budget.• Project Lead/SME and escalation point for Optus and Vendor Teams, SMB CRM systems questions and issues relating to Products, Wizards, and standard CRM usage, capability and integration.

• Tactical development and support of the Sales CRM, ensuring all information housed on the system is accurate, accessible to appropriate audience groups and published in required timeframes• Maintain proactive relationships with key stakeholders, Internal and External teams, and Vendors to ensure all content, development and support of Salesforce and associated applications is of the highest integrity and adding maximum value to Optus and the Customer.• Level 1 and 2 escalation point for Salesforce issues relating to Products, Wizards, and standard CRM usage and capability.• Work closely with teams to train, embed and improve Salesforce and associated tools methodologies, process and required ongoing developmentACHIEVEMENTS:• Successful implementation and support of first 4 phases of Optus Customer Lifecycle journey across Internal and External Lead Generation, Sales, Marketing, Service and Provisioning.• Development, implementation, growth and support of world class and industry leading tools, including Build My Offer, Dynamic Contract, Lead Wizard, and NPS, DNCR and ABN integration. Acting as Lead, SME, team or developer.• Increased awareness, uptake and up-skilling of Salesforce, Conga and Docusign through development and implementation of numerous training modules, how to guides, videos, Face to Face and Web training for external and internal staff.• Saving over $100K in development costs through improving User Interface, the Customer and User Experience and flow, up-skilling and multi-skilling team to increase capability and reduce reliability on external developer• Sort out and main point of contact for stakeholders, users, management for process, procedure, ideas or enhancements for Salesforce, other systems and non-system improvements.

· Responsible for design, content & user maintenance, improvement and Level 1 support of the Vault Content Management System (CMS) and Salesforce Customer Relationship Module (CRM) /associated applications, ensuring all information housed is accurate, accessible to appropriate audience groups and published in required timeframes · Maintain proactive relationships with key stakeholders around the business to ensure all content is of the highest integrity and adding maximum value to the Internal and External Channels· Management of the Vendor relationship and Level 2 escalation with the CMS suppliersACHIEVEMENTS:· Development, implementation and growth of world class and industry leading tools, including Vault, Mobile Vault, Device and Plan comparison tools, 3 to Vodafone Recommendation Tool, and IMEI Search Tool.· Successful amalgamation of 4 internal intranets into a single and consistent source of truth across 3 and Vodafone, and sales and support teams.· Successful implementation and support of numerous Salesforce.com web to lead and web to case forms, marketing templates, email templates and workflows to improve responsiveness, consistency and data integrity. Part of the team that helped set up and support Chatter.· Successful implementation and support of numerous online forms, templates and process documents to improve user and administrative team responsiveness, content consistency, and data integrity.

· Develop & execute strategies that ensured continual improvement in the knowledge, responsiveness & consistency of teams through access to world class & industry leading tools & information.· Review sales channel activity & business requirements to develop tools that integrate with other systems or minimise costly, manual or unnecessary processes.· Review industry standards & trends to ensure sales tools provide access to world class & industry leading tools & information.· Scope, develop, & deliver sales tools that drive user compliance, knowledge, responsiveness & consistency.· Ongoing maintenance & continual improvement of the sales tools to drive usage, provide better user experience & insights for Channel & Sales Managers.· Consult, implement & maintain required reporting capability for sales tools.ACHIEVEMENTS:· Development, implementation & growth of world class & industry leading sales tools, including Business Sales Portal (BSP), Vault, Salesforce Proposal Builders, & Vodafone Coverage Assurance Tool (VCAT).· Development, implementation & growth of monthly newsletters that engage users & deliver the desired business behaviours or information.· Successful implementation of the Salesforce.com & Sales portal Single Sign On (SSO) capability to improve responsiveness & reduce multiple user login frustration.· Saving over $1.2M in development costs, $90K in yearly hosting fees, & 2 years in development, while increasing team responsiveness & capability, & one source of the truth for coverage for the public & internal teams.· Saving over $120K in development costs, $70K in yearly hosting fees, & six months in development, while increasing professionalism, responsiveness & consistency of sales teams & reducing individual & company legal risk of proposal content.· Successful on-boarding & engagement of KPI consulting & mapShed Australia that fosters a very open & collaborative way of working & results in continual cost savings.

· To ensure all users are adequately trained to use the Salesforce.com system productively.· To act as and advocate for the system so that users understand the value of the system to add to their sales productivity.· To produce business critical reports that enable visibility of the Sales Pipeline (forecasting), user compliance, etc – enabling management to act and address any issues.· Work closely with Business Sales team to embed the Salesforce.com system and associated sales methodologies.· To create embedding strategies that assist the realisation of the Vodafone Australia strategy, and business objectives as defined in the integrated marketing plan and business plan for Business Sales.ACHIEVEMENTS:· Increased awareness, uptake and up-skilling of Salesforce.com and Agent Network Portal (ANP) through development and implementation of over twenty training modules for external and internal staff.· Saving over $200K in development costs through up-skilling and multi-skilling team to increase capability and reduce reliability on external developer.

· To develop and implement a world-class Sales Academy for Vodafone Australia by leveraging on the best practices developed at Regional Op Co level, consistent with Group strategy.· To scope, develop, implement and maintain a centralised, web based Sales Toolkit supporting Business Sales channels.· Actively engaging and winning the buy-in of key stakeholders within the Vodafone Australia organisation to ensure the programs are scoped in accordance with local market needs.· To partner with Regional Op Cos and external vendors to deliver this program most cost-effectively to the business – working with, and project managing, the resources available as appropriate.· To develop metrics to measure programs success – leading to integration into overall Business KPIs.· Ongoing management and benchmarking – allowing for enhancement of core curriculum and capabilities. Securing budget through Business Cases as appropriate.ACHIEVEMENTS:· Development and implementation of the first IT and Data Fundamentals course for Vodafone Australia the increased data knowledge within sales teams.· Development, implementation and growth of the Vodafone Data Channel Portal for Vodafone Data Partners (Ingram Micro) and Vodafone Business Consultants (VBCs).· Development and implementation of the Vodafone Proposition Selection Tool.· Saving over $500K in development costs, $50K in yearly hosting fees, and four years in development, while increasing capability and reporting functionality of the sales portal.

· Determining the appropriateness of eLearning, Blended or Face to Face training and curriculums for Contact Centre, Retail and Internal employees.· Coordinating, developing, evaluating, maintaining and programming of local, regional and global eLearning training programs and support materials to ensure it is current and engaging for users while delivering the desired behaviours or information for the business.· Administrator, Helpdesk, User Acceptance tester, Subject Matter Expert (SME) and Consultant for internal and external employees across all levels from Vodafone Australia, Vodafone New Zealand, Retail and external partners and companies.· Interviewing, monitoring and upskilling of SMEs, trainers, managers, and providers.ACHIEVEMENTS:· First Vodafone Operating Company to launch Dealer eLearning platform (Baxter – Sum Total).· Work in or development of over eighty eLearning modules for Contact Centre, Retail and internal sales teams the increased effectiveness and efficiency, market share and profits.· Successful on-boarding, negotiating and engagement of four eLearning suppliers that ensured a very open and collaborative way of working and continual cost savings.· Saving over $500K in development costs through upskilling and cross training team to increase capability and reduce reliability on external eLearning developers.

· Evaluating, developing, maintaining, facilitating, and organising of local, regional and global training programs covering Retail, Contact Centre, IT, Network and Helpdesk.· Developing, monitoring and maintaining of curriculums for personal organisational development needs.· Facilitator, Helpdesk, User Acceptance Tester, and Subject Matter Expert (SME) for numerous processes, training programmes, and system training environments for internal and external employees in both Australia and New Zealand· Representing Vodafone when working with the public and other companies, eg PeopleSoft, Dealers and Marsh Insurance.· Supporting, coaching and evaluating training Consultants, Managers and employees.· Delivering and programming of Vodafone Orientation and Service Excellence Training.ACHIEVEMENTS:· Saving $200K in development costs on the Mobile Number Portability (MNP) training environment by providing an alternative suggestion that cost nothing.· Reduction in the MNP related errors as a result of end to end system information.· Reduced MNP process rework as a result of system and process recommendations.· Development and implementation of the first on line learning course for Vodafone.· Development of the New Managers Toolkit.

· Delivering and evaluating Retail Sales, System, Product and Process Training.· Managing, coaching and mentoring groups of experienced and new staff.· Ensuring sales and customer satisfaction promoting and selling Vodafone products.ACHIEVEMENTS:· Achieved listing for the Vodafone Retail Star Performer (Summit Club) award.