Experience

URBNSURF

• Australia
• Spectator Sports
• 1 - 100 Employee

• Customer Experience Manager

  • Oct 2019 - Present

  Leading customer experience crew at Australia’s first surf park Leading customer experience crew at Australia’s first surf park



Consultant

• Advertising Services
• 700 & Above Employee

• Consumer Marketing Consultant

  • Aug 2018 - Oct 2019

  Strategic lead on individual projects across customer focused organisations Delivering review of staffing structures, data management practices and customer marketing campaigns Projects tailored to client needs and vary in complexity from team resourcing review to full business program review, budgeting and new business generation Focusing on culture and structure change to streamline processes and increase revenues Strong emphasis on data driving decision making and business process efficiencies



Carlton Football Club

• Australia
• Spectator Sports
• 200 - 300 Employee

• General Manager Consumer and Marketing

  • Jul 2016 - Aug 2018

  Strategic executive level leader focusing on revenue growth through consumer engagement. Leading five key business units, membership, merchandise, fan engagement, marketing and digital media Managing a large diverse team to reengage large latent supporter base. Leading culture in data driven decision making. Management of complex revenue budget across three key areas. Strategic executive level leader focusing on revenue growth through consumer engagement. Leading five key business units, membership, merchandise, fan engagement, marketing and digital media Managing a large diverse team to reengage large latent supporter base. Leading culture in data driven decision making. Management of complex revenue budget across three key areas.



AFL - Australian Football League

• Australia
• Spectator Sports
• 700 & Above Employee

• Club Relationship Manager

  • May 2012 - Jul 2016

  Key role in setting strategy and direction of AFL Membership Shared Services department Build and maintain strong client partnerships and relationships with all 18 AFL ClubsSet, manage and deliver membership Key Performance Indicators for all ClubsManage and coordinate the work requirements and tasks undertaken by the Account Management team of 16 Develop processes, drive process improvement and innovation across the Account Management teamWork across key AFL departments to support the implementation of mandatory and new membership growth initiatives and programs at ClubsBuild and oversee training and development capability for team and Club membership teamsProvide strategic and research advice to clubs, including facilitation qualitative research and creation of quantitative surveys, specifically coordination of all industry membership satisfaction survey. Build culture of recognition and customer service and develop succession plans and career pathways

• Membership Manager

  • 2009 - May 2012

  Management and growth of AFL Membership program, with 55,000 members, including renewal process, development of pricing models, creation of new revenue streams, management of all communications across multiple channels and design of acquisition strategies.



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Senior Event Manager - Sports

  • 2009 - 2009

  Management of ticketing requirements for seven major sporting clients with a major focus on Australian Rules football Management of ticketing requirements for seven major sporting clients with a major focus on Australian Rules football



West Coast Eagles

• Australia
• Spectator Sports
• 100 - 200 Employee

• Membership Manager

  • 2006 - 2009

  Management of renewal program with 54,000 members, including budget and income reconciliation, establishment of a full time membership team (training and motivation), assisting Marketing Coordinator with membership collateral design, supplier acquirement /regulation and stock control Management of renewal program with 54,000 members, including budget and income reconciliation, establishment of a full time membership team (training and motivation), assisting Marketing Coordinator with membership collateral design, supplier acquirement /regulation and stock control