Steve Webster, Mba Email & Phone Number

Australia

EV Direct is the distributor for BYD in Australia. In this B2B2C role, I am accountable for the delivery of the Voice of the Customer Program and customer experience, sales / after sales training for 40 car dealerships with 250 FTE nationwide in driving consistent standards and brand alignment across the network.KEY ACHIEVEMENTS: • Successfully implemented a multi-dimensional Voice of Customer (VoC) program to capture and act on customer insights• Implemented the Qualtrics CX platform, leveraging insights from over 15,000+ customer surveys from 40 dealerships nationwide to drive targeted business improvements, resulting in operational efficiencies• Increased Sales NPS from 43 to 75 and After Sales NPS from 18 to 65 in under a year• Revenue Impact: The development of CX and Sales training has contributed to improved employee performance contributing to the entire business achieving 614% growth in sales from 3,500 to over 30,000 in over 12 months• Facilitated focus groups that provided deeper qualitative insights, shaping product and service improvements• Analysed website traffic, call data, and online customer reviews to gain a broad view of customer sentiment and behaviour• Call Centre Improvements: Established performance targets and KPIs that saw MoM improvement in First Call Resolution and CSAT leading to operational efficiency and customer satisfaction• Proficient in CX and CRM platforms, including Zendesk, Qualtrics, HubSpot, Genesys, and Microsoft Dynamics 365• Developed 22 customer journey maps, providing actionable insights that enhanced customer engagement and streamlined touchpoints to improve customer satisfaction• Implemented closed loop ticket system improving complaint resolution• Implemented a training program consisting of 19 targeted courses for over 250 FTE, enhancing product knowledge and customer service skills. This improved performance consistency, adherence to brand standards, and contributed to a increase in customer satisfaction

Key Achievements⁍ Project Leadership: Successfully led multiple advocacy projects from concept to completion, ensuring alignment with strategic goals and driving social change.⁍ Strategic Development: Catalysed and facilitated strategies for social justice, empowering communities to take action on critical issues such as First Peoples' rights, environmental sustainability, and mental health.⁍ Capacity Building: Spearheaded initiatives that strengthened community capacity to address key social justice challenges, resulting in increased engagement and lasting partnerships with advocacy groups.Core Responsibilities⁍ Project Management⁍ Team Mobilisation⁍ Stakeholder Engagement

CofCQ ranks among Australia’s top 10 NFP providers, with over 3,500 staff, 28 aged care facilities, 23 retirement villages, 1,500 social housing units, 10,000+ home care clients, and the largest foster care provider in QueenslandKey Achievements⁍ Strategic Brand Leadership: Developed and managed brand, marketing, and communication strategies that enhanced the organisation’s image and aligned with strategic priorities⁍ Customer Experience: Implemented a VoC program, leveraging customer surveys, focus groups, call data, and web analytics across 28 aged care and 23 retirement living facilities resulting in operational efficiencies and customer satisfaction⁍ Team Transformation & Skill Development: Restructured a cross-functional team of 21 FTE across Marketing, Digital, Sales, and CX, closing skill gaps and boosting team performance⁍ Successful Rebranding Initiative: Led the rebranding of ‘Churches of Christ' across business units, improving brand cohesion and market presence.⁍ Website Redevelopment: Oversaw the development and implementation of an award winning website redevelopments resulting in a 60% increase of traffic and 15% increase of sales revenue.⁍ Record-Breaking Sales Achievement: Directed marketing initiatives that resulted in the sale of 130 retirement units valued at $58.5 million, achieving an occupancy rate 2.2% above the industry average in residential aged care⁍ Executive Leadership Contribution: As part of the ELT, I contributed to a record revenue of $339 million in FY21/22Core Responsibilities⁍ Brand & Marketing Strategy: Executed strategies that aligned with organisational goals, enhancing visibility and stakeholder engagement⁍ Cross-Functional Collaboration: Promoted collaboration across departments to ensure effective marketing initiatives and customer experience improvements⁍ Performance Monitoring: Monitored and evaluated branding and marketing campaign performance, making data-driven adjustments to optimise results

Queensland, Australia

Key Achievements:⁍ Led the organisation through the Royal Commission into Aged care and Quality Standards reforms in 2018.⁍ Political Engagement & Strategic Networking: Built a robust network of political contacts and developed targeted engagement plans for State and Federal governments, enhancing the organisation’s influence and visibility.⁍ Policy Analysis & Advocacy: Delivered policy advice and submissions to internal and external stakeholders, aligning organisational goals with legislative and regulatory requirements.⁍ Stakeholder Relations: Maintained and expanded networks across government, NGO, and industry stakeholders, facilitating collaboration and influence within the sector.⁍ Successful in accessing and securing $1m of Infrastructure grants for aged care facilities

⁍ Leadership & Operational Management: Led a team of 13 FTE staff across 12 residential aged care services and 5 affordable housing sites, providing essential support to over 1,400 residents in South East Queensland.⁍ Performance & Compliance Oversight: Guided staff in best-practice care aligned with standards and KPIs, holding regular team meetings, individual coaching, and group sessions to support continuous improvement.⁍ Budget Management: Managed team budgets effectively, optimising resources and expenses to align with organisational policies and financial targets.⁍ Recruitment & Team Development: Oversaw end-to-end recruitment, from proactive talent sourcing to onboarding, and facilitated ongoing training to reinforce the organisation’s mission and values.⁍ Efficient Scheduling & Administration: Streamlined priorities, scheduling, and planning to ensure effective delivery of services and adherence to high-quality standards.

In my role at World Vision Australia, I successfully spearheaded fundraising initiatives that significantly impacted vulnerable children and communities. Key Fundraising Achievements:⁍ Designed and implemented a comprehensive fundraising strategy and business development plan, setting an annual financial target of $500K. Established key performance indicators (KPIs) to effectively measure and track fundraising success⁍ Total Funds Raised: Successfully raised over $1.2M for World Vision’s mission through strategic partnerships and innovative fundraising campaigns, including:⁍ Community Fundraising Campaign: Led an annual initiative that saw 2500 participants raise over $500K to support vulnerable children in Africa.⁍ Corporate Fundraiser: Organized 'A Cup for Syrian Refugees,' generating $50K to assist women and children fleeing the Syrian conflict.⁍ Community Collaboration: Developed a three-year community-wide fundraising campaign, bringing together 24 organizations to raise $300K through diverse initiatives and events.⁍ Leadership Engagement: Facilitated leadership engagement trips for the CEO and Executive Leadership team across various World Vision projects in regions like Israel, Jordan, Indonesia, Zimbabwe, Malawi, and the Solomon Islands, enhancing visibility and support for our mission.⁍ Strategic Partnership Development: Established and nurtured partnerships with government, corporate, and not-for-profit organizations to promote World Vision Australia and its programs, effectively expanding our fundraising reach.

Key achievements: ⁍ Strategic Vision for 2035: Developed and implemented a comprehensive strategic vision outlining 5 key pillars: ⁍ Capital Works Planning: Oversaw the planning of over 800 capital works and infrastructure projects, totaling an investment of more than $100M, driving significant improvements across the city.⁍ Community Engagement: Staged over 450 community events, securing more than $2M in grant funding to support 600 community groups, fostering local engagement and connection.⁍ Financial Stewardship: Achieved a surplus budget in 3 out of 4 annual budgets, managing an approximate budget of $160M effectively to ensure financial stability.⁍ Residential Development: Rolled out a development plan and secured approval for 1,500 homes in the Seaford Heights Development, contributing to sustainable growth.⁍ Medium Density Development: Secured approval for medium-density developments in the City of Onkaparinga for blocks over 400m², promoting urban sustainability.⁍ International Partnership: Established a sister city agreement with Changli in Hebei Province, China, enhancing regional promotion, industry collaboration, and cultural exchange.⁍ Economic Development Initiatives: Drove economic, trade, and investment goals across multiple sectors, including wine, agribusiness, and renewable technology, particularly solar energy.⁍ Key Infrastructure Projects achieved in my electorate:$8.75M redevelopment of Woodcroft Neighbourhood Centre$55M waterproofing project for stormwater capture, treatment, and reuse$3.7M Happy Valley Sports Park redevelopment$291M Seaford Rail extension project, securing federal, state support.⁍ Skills Development Funding: Secured $1.4M in funding for 'Skills for Jobs' initiatives in the region, enhancing local workforce capabilities.⁍ Major Events Hosting: Invested over $50K to host nearly 1 million spectators over four years for the Stage 5 leg of the Tour Down Under cycling event in our council area.

Key Achievements:⁍ Strategic Policy Advisor: Provided expert advice on social and foreign affairs, influencing policy decisions.⁍ Stakeholder Engagement: Facilitated high-level meetings with peak bodies on critical social issues such as housing affordability, the agriculture industry, and youth unemployment.⁍ Foreign Policy Projects: Assisted in drafting and implementing coalition projects, proposing alternative funding models for small and local NGOs meeting investment criteria.⁍ Media Relations: Managed media calls and requests, ensuring timely and relevant participation in media opportunities.⁍ Proactive Media Strategy: Identified and leveraged proactive media opportunities to enhance visibility and impact.⁍ Content Creation: Drafted media releases, prepared speeches, briefing notes, articles, and other written materials.⁍ Communications Coordination: Coordinated the communications schedule, developing a range of content for the website, e-newsletters, and social media platforms.

Adelaide, South Australia, Australia

The Sammy D Foundation educates young people on the impacts of bullying, and drug and alcohol fuelled violence. By providing relevant age appropriate knowledge and tools, young people are empowered to make positive life decisions for a better community.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Government And Public Management

Advanced Diploma In Community Sector Management

Certificate Iv In Training & Assessment