A senior executive with over 20 years experience in strategic roles across Customer Experience, Financial Services, Retail Operations, and Customer Contact Call Centres.
Responsible for driving the Customer Experience strategy for instore and Online Customer Services. Valued strengths include;
• customer led strategic thinking,
• team first mentality and inclusive people leadership,
• strong stakeholder and partnership management,
• connected and personalised business growth and solutions management,
• on time project delivery with positive ROI’s
Led strategic transformational projects, from inception through to implementation. Outstanding operational perspective ensures both the customer and business benefits of the decision making process are realised.
Delivered initiatives that focus on connected and personalised shopping experiences; post consideration of the broad macro environment, the company transformation plan, key strategic imperatives, customer segmentation, customer research, industry trends and team member insights. Initiatives have been delivered on time and within budget with positive results against the business case.
Created specialised communication plans and messaging for change programs across Executives, Managers and frontline teams to keep our best asset [people] engaged. Introduced the ‘why’ and the ‘what’s in for me’ factor to seamlessly transition teams from the present to the future. Presented strategies at Board level.
Being a respected leader across the organisation has reinforced successful internal stakeholder relationships. Work cross-functionally with Buying, Marketing, Commercial Operations, Real Estate Development, IT and Human Resources to support profit and revenue growth.
Strong connections with external partnerships in Financial Services, Research, Information Technology Solution providers and Film has enabled the ongoing pursuit of continually enhancing the customer experience and business advancement.