Experience

SocialGen

• Australia
• Advertising Services
• 1 - 100 Employee

• Client Services Manager

  • Apr 2021 - Present

  SocialGen is Asia-Pacific’s leading B2B Social Selling and B2B Marketing consultancy. We are focused on one result: Generating high-value B2B sales opportunities for your business in less time. We create high-value B2B opportunities through tailored and data-driven solutions which include: + Social selling + Content + Influencer marketing + Training + Analyst relations + Digital marketing services Our Mission: To assist B2B businesses in navigating a forever-changing landscape of professional networking and pipeline generation through insights, advice, and execution. Our History: Since 2014, we’ve completed 1000+ campaigns across APAC, North America, and EMEA. We’ve also created more than 750,000 strategic relationships between senior executives and target decision-makers – leading to millions of dollars of revenue and sales pipeline for our clients. Our Vision: To be a globally-recognised and preferred B2B Marketing Service Provider, offering our clients exceptional service and sustainable growth. If you, or anyone in your professional network would like to discover more about opportunities for creating more effective and measurable lead generation activities, please get in touch with me at mark.haines@socialgen.com.au.



My Business

• Australia
• Business Consulting and Services
• 1 - 100 Employee

• Business Development Manager - Workplace

  • Feb 2020 - Mar 2021

  As a Business Development Manager at Business Australia (formerly NSW Business Chamber), I worked with professionals ranging from HR Managers and Directors, GMs, and C-Suite personnel to understand their goals, challenges and opportunities. Together, and as their conduit in the business, we identified solutions to help them be better employers – be it with HR / Workplace Compliance, Legal, Apprenticeships & Traineeships, International, Marketing and more. I also worked with several Associations to help them increase their revenue and membership, as well as diversify the tools available to their members, and increase the profile of Business Australia. I managed a portfolio of 270 incredibly diverse businesses ranging up from SME, and with a combined value of over 320K. Forty of these were high-profile national and international corporations with a combined value of over 275K and many hundreds of employees, some of which have been with Business Australia since the 1950’s.



NSW Business Chamber

• Australia
• Business Consulting and Services
• 1 - 100 Employee

• Business Sales Executive

  • Apr 2019 - Feb 2020

• Business Solutions

  • Dec 2017 - Feb 2020

  NSW Business Chamber is the state's peak business organisation. As an independent not-for-profit organisation, we are dedicated to helping businesses of all sizes to maximise their potential.



Sydney Gay & Lesbian Business Association

• President

  • Sep 2012 - Oct 2018

  In my spare time I volunteer my time for a not-for-profit business organisation. It facilitates events and opportunities for members to promote their business, grow their professional network, and gain knowledge. I am involved because I believe in the importance of making a contribution to community. I work with a team across various portfolios including Secretarial, Finance, Digital, Memberships, Medai / Comms, and Events. • Community engagement o Identify, support, and engage with other community organisations to promote ours, and vice versa, resulting in a more cohesive and effective group of community organisations; o Sponsor events, awards, provide funding and scholarships to individuals or organisations. • Customer Service o Develop initiatives and benefits to retain and attract members; o Identify and partner with corporations to help them achieve their goals, and secure financial partnerships for our organisation. • Compliance o Ensure compliance with relevant government legislation under NSW Incorporations Act; o Annual report preparation. Key Achievements • Identified partnership and savings opportunities in excess of $50,000 for the 2016 – 2017 year; • Implemented membership retention program, resulting in retention of over $6,000 of members’ dues; • Oversaw change in talent acquisition to ensure the most qualified volunteers were placed, not simply well-intentioned volunteers.



Rodan + Fields

• United States
• Manufacturing
• 700 & Above Employee

• Customer Service Operations Manager - AU

  • Jan 2017 - Oct 2017

  Rodan + Fields is a premium skincare brand built on a legacy of innovative dermatology-based skincare products backed by clinically proven results. Launched in Australia in 2017, my role as part of the Management team, I oversaw the set-up of the AU Customer Service team, and to ensure we contribute to the overall support and success of the field, and by extension, the company. • Instrumental in the establishment of the AU Contact Centre, partnering with the US Head office on all aspects, including: o the roll out the technology platform; o hiring of ten staff; o training of staff; o introduction of reports, rosters, KPIs etc. • Review and localisation of system policies, templates, and processes • Involved in UAT for AU systems associated with the launch, and identifying and workshopping with the US the many and varied system challenges associated with the launch of the business in AU; • Identifying potential for team member development, performance reviews and goal-setting; • Implement quality monitoring for team members; • Work closely with the R+F Operations Manager relative to shipping and logistics issues including the processing of returns and refunds, rejected orders etc; • Strategically collaborate with and build relationships across functional departments, and with key external stakeholders; • Prepare and communicate performance data and trends to include week-over-week trends, key metrics, select compliance, etc. for the company. • Partner with the US Compliance team to review AU policy-related issues and liaise with / educate R+F Consultants accordingly.



Mannatech Incorporated

• United States
• Wellness and Fitness Services
• 500 - 600 Employee

• Operations & Customer Service Director

  • Jul 2002 - Nov 2015

  Mannatech is a US-based Network Marketing company responsible for the manufacture and supply of supplementary health products. • Contact Centre Management o Introduced metrics, budgets, Management reporting, rosters, call-recording, reviewed and updated technology; o Reviewed Position Descriptions, staff hiring, appraisal, and development; o Handled escalated, ethics, and compliance-related enquiries. • Project Management o AU Customer Service Project leader for Global CRM replacement in 2007; o Assisted with the execution of company conventions from 50 people to 1500 people. • Managed relationship with 3rd party warehouse facility o Renegotiated yearly contract and identified ~$100K / 10% of savings; o Identified additional cost savings across the department of $20K p.a; o Introduced analysis of backorders and reships to improve training, and to reduce lost sales and increased freight costs. Key Achievements • Established Business Centre for Mannatech Singapore associates; • Successfully took the previously out-sourced contact centre and brought it in-house, resulting in consistently improved service standards, and educating the broader company as to the contribution the department could make to the company. At end Nov 2015, due to a change of direction in Head office, and review of various positions, my role was made redundant.