Experience

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  Universal Music Australia

  • Australia
  • Musicians
  • 100 - 200 Employee

  • CRM Manager

    • Mar 2024 - Present

  • CRM Executive

    • Jun 2021 - Mar 2024

    • Supporting the CRM Lead through execution of customer data strategy for the business which include acquisition, retention and loyalty initiatives business-wide.• Working closely with label marketing managers to activate segments of the database to drive reach and awareness of artists' music via EDM and social campaigns.• Measure, report on and optimise CRM campaigns and customer journeys in order to drive customer engagement, retention and loyalty.• Provide support for CRM lead to optimise the current CRM tech stack through testing and implementation of various tools and integrated platforms and provide solutions for continuous improvement.• Working closely with the E-Commerce team to better utilize or improve on our current CRM toolsets to optimise our music sales and monetisation efforts for our artists, brands and labels.

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  Guardian News & Media

  • United Kingdom
  • Book and Periodical Publishing
  • 700 & Above Employee

  • Senior Customer Experience Executive

    • Apr 2019 - May 2021

    • Assisting the marketing director with marketing activations via CRM email marketing, app and website advertising and paid media to strengthen relationship to dive customer acquisition, engagement and retention.• Supporting sales objectives to drive brand awareness and revenue through our digital platform offerings via promotions, gifting, up-sell and cross-sell email activities. • Being the organisation’s Braze marketing specialist and overseeing the email marketing optimisation processes which includes A/B testing, liquid logic personalisation and customer segmentation.• Delivering post campaign analysis and channel optimisation recommendations through CRM data dashboards and analytics reporting tools to improve customer lifetime value.• Act as managerial escalation point for Guardian Australia’s customer experience team and ensure all queries are resolved efficiently and within service level agreements. • Working strategically with the UK and US teams to identify areas for continuous improvement in CX. Monitoring CX team’s performance through key KPIs including CSAT and NPS.

  • Customer Experience Executive

    • Oct 2017 - Mar 2019

    • Providing exceptional front-line customer service to Guardian customers by resolving issues and complaints effectively. • Working with the AUS, UK and US marketing and CX teams to identify and resolve any customer experience issues arising from local and global marketing campaigns.• Working with our editor-in-chief, journalists, design, sales and marketing teams to build our retention and acquisition emails and optimise messaging through A/B testing. • Generating customer related data reports and creating specific team performance assessment stats for senior management. • Managing multiple CRM systems in compliance with GDPR and that customer data is processed in a secure and responsible manner. • Proactively monitoring updates made on CRM systems, web interfaces and mobile applications and conducting proactive experimental tests to ensure exceptions are promptly reported.

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  AcuEnergetics

  • Sydney, New South Wales, Australia

  • Business Administrator

    • Nov 2014 - Oct 2017
    • Sydney, New South Wales, Australia

    • Reception duties including managing clinic diary, responding to phone calls, managing emails and web enquiries and taking payments. • Managing online student database, completing website updates and using data analytics to report on course enrolment and revenue.• Marketing and PR assistance including promotion of activities and special events such as the Mind Body Spirit Festival through flyers and email marketing. • Assisting with coordination and logistical management for events and overseas courses.