Experience

Plexure

• New Zealand
• Software Development
• 1 - 100 Employee

• Head of Client Management & Snr Account Director McDonald’sGlobal

  • Apr 2021 - Present

  The Business: An NZX listed technology company that has developed an intelligent marketing software platform to power mobile engagement and deliver personalisation and loyalty capability to enterprise clients across 65+ countries and 35 Monthly active users.Key Role: • Senior Leadership Team & Head of Department member with associated reporting and accountability • Lead and scale the global Customer Team (NZ, Europe) to deliver enhanced customer experience, client management and strategic, value realisation capability to the organisation and clients • Leadership and relationship management of McDonalds global senior executivesKey Achievements: • Established and led a global customer-facing team focused on excellence in connecting with the McDonald’s global Technology and Digital teams in New Zealand, Japan and Europe • Developed a structure process for workflows using JIRA • Supported McDonalds in delivering their MOP function in 2020 - resulting in $1.5M USD in additional revenue • Sold 4.7M USD in retainer agreement at a 30% margin • Established structured ways of assessing customer health via Account plans, customer profiles and customer sentiment scores; enhanced how the business understands and interacts with clients, how service can be improved, and incremental sales made • Established Minimum Relationship Engagement standards with Plexure Support team • Using NPS/ BI tools established customer health assessment practices for the Account Management team: strength of relationships, customer sentiment, and profitability of each client project completed.

• Interim Customer Success Director (CCO) (Executive)

  • Sep 2020 - Apr 2021

  Key Role: • Executive Team member with associated reporting and accountability • Lead and scale the global Customer Team (NZ, Europe & Japan) to deliver enhanced customer experience, client management and strategic, value realisation capability to the organisation and clients • Leadership and relationship management of McDonalds global senior executives

• Key Account Manager

  • Dec 2019 - Sep 2020

  Key Role: • Managed the McDonald’s global relationship in 64 countries centrally through key head office engagements in Sydney, UK, Singapore, and Chicago.Achievements: • Established Account Management practises and principles for Plexure • Sold in $7.5M USD of funded development projects for McDonald’s Technology with a 30 - 40%+ margin • Developed a structure process for workflows using JIRA • Project managed a rollout of a new BI (PLX Analytics) tool to 64 countries contributing $1.35M USD in monthly re-occurring revenue • Created and implemented a new customer sentiment measurement program for Plexure using NPS and CES scores; delivered a customer-centric focus and better tools for defining and measuring customer sentiment and delivery



Perceptive

• New Zealand
• Business Intelligence Platforms
• 1 - 100 Employee

• CX Director

  • May 2017 - Nov 2019

  The Business: New Zealand’s leading technology-based customer intelligence agency.Key Role: • Collaborating with businesses to support change and improve their business operations and strategy through the successful use and implementation of CX insights • Key Clients: icare, Ray White Group, Wesfarmers, HSBC, TSB Bank and IAG Business SolutionsAchievements: • Built a CXM program of work, including NPS BI dashboards and led a team on the NPS project icare NPS out of Sydney NSW; won the following awards: • CSIA Winner Customer service project of the year- continuous improvement 2018 • CSIA Highly Commended internationally for 'Customer service project of the year’ • Project managed the icare NPS VOC program in 2015 - 2019 (300 survey touch points across NSW); achieved NPS results of on average 30+ for all touch points • Established and sold in $4.2M AUD of NPS BI consulting and insights reporting to Australian clients over 3 years • Project managed the TSB VOC program 2014-2017: measuring all of the banks customer interactions using NPS and CSAT, achieving a +75 NPs result • Ran the trans-Tasman Ray White VOC program 2015-2018; assisted RayWhite to achieve a NPS result of +50 for over 3 years

• Sr. Account Director CXM

  • Sep 2013 - May 2017



RevGen

• New Zealand
• Advertising Services
• 100 - 200 Employee

• Project Lead - Mobile Administrator ( Solution Service)

  • May 2012 - Aug 2013

  Project Manager and lead specialist of Mobile Administrator optimizing mobile fleets and costs for large-scale enterprise clients

• Corporate Account Manager

  • May 2011 - May 2012

  Managed 30 mobile telecommunication accounts across New Zealand on behalf of Spark Business and Leading Edge.Total portfolio value $3.5M (Maternity Leave cover)

• Kiosk Manager

  • Sep 2009 - Aug 2011

  Managed 4 staff and ran a small site selling Telecommunication solutions and mobile phones.Achieved 9/12 months of operating KPI's and other 3 months achieved 80%



Country Road Group

• Australia
• Retail
• 700 & Above Employee

• Assistant Manager

  • Jan 2006 - Sep 2009

  I held a number of roles while working with the Country Road Group my last role was as Assistant Manager of their Takapuna branch just prior to that I was the womenswear training manager at the flagship site in Newmarket Auckland. I held a number of roles while working with the Country Road Group my last role was as Assistant Manager of their Takapuna branch just prior to that I was the womenswear training manager at the flagship site in Newmarket Auckland.



Copper Brand Experiences

• New Zealand
• Advertising Services
• 1 - 100 Employee

• Brand Ambassador

  • Jan 2006 - Dec 2008

  During this time I was a contractor and often led the promotional teams. I also participated in the first national coke Summer campaign, which consisted of driving around the country with 20 fellow ambassadors and handing out marketing materials and promotional coke products. Skills developed: - Customer experience -Advertising practise -Marketing in the real world -Client Management - Team Management Fantastic job and great fun! During this time I was a contractor and often led the promotional teams. I also participated in the first national coke Summer campaign, which consisted of driving around the country with 20 fellow ambassadors and handing out marketing materials and promotional coke products. Skills developed: - Customer experience -Advertising practise -Marketing in the real world -Client Management - Team Management Fantastic job and great fun!