• Introduced ‘Value Boosters’ as a Coles Financial Services customer value proposition; cross functional Coles Group offers to the Credit Card and Insurance base designed to enhance CFS’ value back to Coles. I managed the process end-to-end including offer ideation, offer costing, business case development, funding negotiation with Coles Group partners, developing fulfilment mechanisms and offer reporting with the intention of driving customer loyalty and engagement with Coles. Offers… Show more • Introduced ‘Value Boosters’ as a Coles Financial Services customer value proposition; cross functional Coles Group offers to the Credit Card and Insurance base designed to enhance CFS’ value back to Coles. I managed the process end-to-end including offer ideation, offer costing, business case development, funding negotiation with Coles Group partners, developing fulfilment mechanisms and offer reporting with the intention of driving customer loyalty and engagement with Coles. Offers included 10% of wine at LL and 1C for a month, 10% off in-store at CEXP and $15 off +2k points at Coles Online. These offers proved very effective at re-engaging lapsed and inactive customers back to the Coles Group brands.• Managed communication and implementation of CVP changes, primarily the introduction of a points tier, with Citibank, Marketing, Digital, Legal, Corporate Affairs and Coles Social. Drafted customer communications, social team responses & FAQs and navigated them through the compliance approval process. Oversaw updates to digital and printed assets. • Facilitated and managed updates to Coles Credit Card digital assets between Citibank Product team, Coles Digital and creative agency. • Managed the Coles Gift Mastercard, a prepaid product that generated almost $100m in sales over a 12m period. Worked with supplier to produce stock, range to stores, handle customer enquiries and manage financial reporting • Ran 3 x 10% off Coles Gift Mastercard catalogue promotions; the latter being the biggest promotion in Coles’ 105 year history. Received Coles ‘Good Things’ award for efforts related to supporting the promotion. • Introduced a new $250 card product. Decommissioned the Coles Reloadable Mastercard product. Shifted funding of catalogue offers from CFS to the Gift Card team. Changed package design and increased security measures to mitigate card fraud. Show less

• Product Owner of the Coles Gift Mastercard. ~$12m in annual sales. Managed relationship with supplier, production of cards, daily finance activity, weekly sales reporting, and legislative compliance• Coles owner of the Coles Mastercard customer experience, working with Citibank to improve key service metrics around NPS, Agent Satisfaction and Grade of Service• Coles lead on the introduction of Apple Pay and Samsung Pay to the Coles Mastercard; working with the Digital and Marketing… Show more • Product Owner of the Coles Gift Mastercard. ~$12m in annual sales. Managed relationship with supplier, production of cards, daily finance activity, weekly sales reporting, and legislative compliance• Coles owner of the Coles Mastercard customer experience, working with Citibank to improve key service metrics around NPS, Agent Satisfaction and Grade of Service• Coles lead on the introduction of Apple Pay and Samsung Pay to the Coles Mastercard; working with the Digital and Marketing teams on web page launch and customer communications. • Provided weekly reporting and updates on credit card operations, customer service metrics and key customer experience initiatives to the Leadership Team in weekly trade meetings. • Worked with Marketing and Analytics to launch new Portfolio campaigns to the base Show less

• Provide campaign management for Credit Card acquisition campaigns. I work with marketing to iteratively improve the targeting and segmentation for our EDM and DM sends, then use SQL to query our flybuys database for members with high propensity to take out a credit card.• Write scripts to ensure customers are fulfilled with their acquisition offer• Provide reporting on campaigns and communicate results to wider team, provide hypothesis and suggestions for improving future… Show more • Provide campaign management for Credit Card acquisition campaigns. I work with marketing to iteratively improve the targeting and segmentation for our EDM and DM sends, then use SQL to query our flybuys database for members with high propensity to take out a credit card.• Write scripts to ensure customers are fulfilled with their acquisition offer• Provide reporting on campaigns and communicate results to wider team, provide hypothesis and suggestions for improving future campaigns• Work directly with the call centre to solve customer issues.• Work with Digital Marketing team to provide curated lists of customers to target across different channels• Build new lifecycle campaigns to improve engagement with current customers and oversee existing suite of lifecycle and trigger campaigns. • Work with Product Managers to provide ad-hoc analytics of our Credit Cards, Prepaid card and Insurance products. Show less

Completed the 2 year Graduate Program at Coles as an IT Grad, with 4 x 6 month rotations inMerchandise ITFlybuys AnalyticsLiquor ITColes Online IT

ABOUT DB  Established in 2004, DB Results is a leading strategic consulting and technology company.We employ over 200 staff in offices throughout Australia and Hong Kong and work with corporate and government customers across a range of industries. We provide a full range of consulting services and implement end-to-end solutions that deliver real business value.  We work in partnership with our customers to understand their challenges and objectives, and tailor our… Show more ABOUT DB  Established in 2004, DB Results is a leading strategic consulting and technology company.We employ over 200 staff in offices throughout Australia and Hong Kong and work with corporate and government customers across a range of industries. We provide a full range of consulting services and implement end-to-end solutions that deliver real business value.  We work in partnership with our customers to understand their challenges and objectives, and tailor our approach to deliver their vision. We apply deep industry knowledge and experience to generate real, measurable and rewarding outcomes. THE DB DIFFERENCE >     Our expertise in billing, customer relationship management and collections is second to none; with experience as a customer, product vendor and consultant.>     Our commitment to our customers extends beyond any contract. We are committed to our customers’ long term success and building enduring relationships.>     We choose the best solution for our customers’ requirements, independent of relationships with any vendors. >     Our people are highly experienced, multi-disciplined professionals working within a culture that focuses on delivering exceptional outcomes. Show less

• Managing several different websites and adjusting them as needed• Collecting and collating student paperwork, ensuring each student file was perfect and would withhold the scrutiny of government auditing • Auditing and quality checking student files• Marketing the course online, writing copy for our websites and online advertisements• Training new staff, ensuring communication and knowledge transfer between the administration staff. • Managed contractors performing… Show more • Managing several different websites and adjusting them as needed• Collecting and collating student paperwork, ensuring each student file was perfect and would withhold the scrutiny of government auditing • Auditing and quality checking student files• Marketing the course online, writing copy for our websites and online advertisements• Training new staff, ensuring communication and knowledge transfer between the administration staff. • Managed contractors performing outsourced work Show less

McCombs School of Business

Enterprise Information Management

McDonough School of BusinessDean's List