Emma Smart Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Contracted either in a General Manager or Transformation Lead role to support Woolworths Group with their multi-million-dollar transformation. Managed the development of strategic plans, roadmaps, and continuous improvement initiatives, driving innovation and efficiency across digital and business systems. Implemented new teams and functions in line with growth, and modernised existing functions to create efficiency and deliver customer outcomes. Provided leadership to a direct team of 30 and oversaw the delivery of projects, including driving change management practices. Some of my highlights include establishing the first end-to-end loyalty function, delivering multiple digital platforms set up, developing a zero-touch hyper-personalised campaign build capability, establishing a Product Management Team, implementing omnichannel capability, initiating the introduction of a product personalisation engine and championing AI & MI tools.

Sydney, Australia

Support clients to initiate and deliver business and digital programs of work. Provide subject matter expertise on utilising data and technology to drive team, business, and customer outcomes. Lead the development of customer strategies and CRM transformations relating to marketing, sales, service, reporting and analytics. Deliver a portfolio of projects simultaneously within the desired schedule, budget, and client expectation.Some of my highlights include developing Customer Value Propositions, implementing a CRM system, designing a loyalty strategy, developing a customer and employee strategy, and a B2B marketing strategy.

Supported clients in establishing new operations and high performing teams, including strategy, budget, objectives, and processes. Transformed client's customer management, including sales, marketing, and service, from a people, process, and technology standpoint. Supported clients to design personalisation solutions and managed projects from planning through to testing, and implementation phase, to ensure benefits were realised.Some of my highlights include establishing a new loyalty function, developing marketing and data strategies as well as implementing marketing automation platform and team integration.

Led the development, execution, and management of a cross-channel marketing strategy, including relaunch of the cinema loyalty program. Oversaw a team of 6, including marketing, customer services and loyalty operations. Developed customer acquisition and retention plans across email, SMS and emerging digital platforms across Australia and New Zealand. Some of my highlights include implementing marketing automation platform and digital member cards.