Experience

Hugh Hamilton Wines

• Australia
• Beverage Manufacturing
• 1 - 100 Employee

• Cellar Door & Sales Manager

  • May 2022 - Present



Mollydooker Wines

• Australia
• Beverage Manufacturing
• 1 - 100 Employee

• Customer Experience Manager

  • Jun 2020 - May 2022

  This super dynamic and "no-boring-bits" role ensures that every customer touchpoint managed is the best it can be, and regularly reviews improvement opportunities. This role has four direct report managers and supports a wider team of 12+ staff, overseeing the customer experience of the Direct to Consumer (DTC), Wine Club and collaborating with Marketing teams. Key skills being exercised are; people connection, communication, effective time management, converting low direction tasks into successes, flexibility, resourcefulness, adaptability, genuine care, coming with solutions, attention to detail, and a passion for the product & brand. Fun and frenetic!Key duties include:Mentor and develop leaders & team to create genuine & memorable customer experiencesBuild training plans and guidelines to set service standards across the customer experienceDesign and develop fully customised and bespoke packaging for wine clubSupport launch of new AUS & US website, online shop, and new POS systemDeveloping and launching new wine club in AUS & US markets, offers, tier benefits, wine assortment, recipes, creation of custom gifts, events and curating all customer touch points Growing wine club to 1700+ (AUS & US) members within 12 months of launchManaging Wine Club, Cellar Door & Events Manager, Marketing Manager, AUS & US DTC (Direct to customer) teams, Cellar Door Team Curating and consulting across all customer touch points & Direct to Consumer (DTC) elements, including Cellar Door, website, eDM (electronic direct mail), wine club, physical and digital collateral, promotion development and deployment, copywriting and content creationDeveloping and deploying training programs to align team with customer experience programWorking with and through the Marketing team to align brand and strategy with promotions, communications and campaigns Show less

• Cellar Door Team - casual

  • Apr 2019 - Jun 2020

  Creating a memorable tasting experience by showcasing the Mollydooker range, building long term relationships with customers and continuing my journey of learning.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Operations Lead

  • Jul 2018 - Jun 2020

• Operations Expert

  • Apr 2013 - Jul 2018

  Doing my life's best work.



IKEA

• Netherlands
• Retail
• 700 & Above Employee

• Bistro & Swedish Food Market Manager

  • Sep 2008 - Apr 2013

  Responsibilities include: - Managing team of 10+- Managing a food outlet, a commercial kitchen & retail food market with strong focus on food safety, sales growth & strengthening the IKEA brand- Working with commercial calendar to implement sales activities- Creation and implementation of sales initiatives- Stock rotation and inventory management- Merchandising and commerciality of retail foods- Working within IKEA concept framework to achieve results- Working with Range Manager for standardisation of IKEA Food- People management & development- Duty Manager- Chief Fire Warden & First Aid Officer Show less

• Call Centre Supervisor

  • Jun 2006 - Aug 2008

  Responsible for development and implementation of call centre standardised practices and procedures. Customisation of Microsoft CRM software, developed training programs with IKEA Perth, and rolled out training throughout store. Monitor and report KPI activity, performance management, interviewing, hiring/termination, rostering, pay approvals, successor to Customer Service Manager.