Simone Hartill Email & Phone Number

Hobart, Tas, Au

Tasmania, Australia

Hobart, Tasmania, Australia

Key internal conduit between Operations, Marketing and Sales within the Children’s Programs sector. Quality assurance and work flow process improvement; Create quality improvement plan to align with business financial and operational goals ensuring they are compliant with government regulations (National Quality Framework)Customer communication; Copy writing and co-ordinate email communication to a customer database of approximately 8,000 families across 4 different products for policy updates, emergency announcements, local, sector and cross sector campaigns and maintaining brand awareness. Optimisation of digital customer experience; Mapping customer touch points and path to purchase, customer centric informed strategy from NPS data, writing and editing copy.

Lean methodology and continuous improvement; Operating rhythm, visual management boards, MBDL, customer focus sessions, 5S and huddles.Implementation of service and sales programs; Alignment of front line, phone and digital service activity to KPIs via coaching leaders, program training facilitation and embedding skills with site visits to validate metrics and data, ensuring profitable returns to the business. Stakeholder engagement and management; Consistent formal and informal touchpoints to strengthen relationships, transfer of knowledge and ensure the enhancement of customer experience and service is central to all decisions.

Customer experience optimisation; Sales pipeline stage progression, outbound scripts for customer care team, live chat, automated communication for CRM, front line service delivery training, centre tours and sales tools. Environmental scanning; Competitor analysis, community activation, lead generation, risk identification and mitigation strategies.Retention and acquisition activities across 4 different products; Sector and individual site campaigns, triage central support and customer wait list management.Project committees; opening 4 Early Learning Centres, merger of 1 association and 1 non managed brand to YMCA Victoria Children’s Programs portfolio.

State finalist for category Customer Service Excellence Staff and Volunteer Awards.Customer sales support; CRM maintenance, phone enquiries, onsite tour booking and facilitation, referrals.Working groups; Collaborate with other functions of the business to implement federal government reform of child care subsidy, introduction of session hours and casual bookings.Implement targeted sales strategies to increase lead conversion and retention for low performing sites; On Site customer delivery and training front line teams in how to execute.