Manager Funeral & Memorial Services & Customer Experience

• Jan 2022 - Present

Customer Experience and Insights Analyst

• Oct 2020 - Oct 2022

Partnership & Business Development Manager

• Sep 2010 - Dec 2019

Won the “Sunshine” award three times within five years for outstanding work by an individual in relation to the Catholic Cemeteries & Crematoria core values. Responsible for actively engaging, managing, maintaining and developing client and partner portfolios. Responsible for securing new revenue and new client relationships within the existing portfolio of clients as well as seeking out new clients. Achieved new revenue growth of over $8M over a two-year period by negotiating contracts to new clients. Developed and delivered a business development program to generate new revenues outside of the company’s traditional sources. Provided superior client relationship management with new and existing clients. Coaching and developing sales and customer service staff to identify sales and cross-selling opportunities and to promote the organisations products and services. Investigated, researched and analysed market needs and trends. Identified responsive strategies which included developing innovative proposals to optimise revenue opportunities that delivered outcomes in line with the company’s strategic plan and commercial expectations. Identified, developed and managed commercial partnerships that integrated and leveraged business development opportunities. Proactively develop and improve processes to service clients. Work closely with the Director of Client Services as well as the Marketing Director – development of budgets, marketing plans and events. Developed and conducted marketing and promotional activities to improve the profile of the brand to clients and partners, in conjunction with the Marketing Director. Developed and implemented social media strategy in conjunction with the Marketing Director (two brands). Developed and implemented calendar of community and partner events. Participated in CMCT’s employment management practices to recruit, select, appoint and induct staff.

Business Development Manager

• Jan 2012 - Jan 2013

Overall responsibility for the engagement and close of strategic new business opportunities within Chandler Macleod’s specialist office and business support division. Focusing primarily on large corporate clients.Results:- Surpassed sales goals by 15% for the six month period of my employment.- Recognized for superior performance in regards to new account/ business acquisition. Overall responsibility for the engagement and close of strategic new business opportunities within Chandler Macleod’s specialist office and business support division. Focusing primarily on large corporate clients.Results:- Surpassed sales goals by 15% for the six month period of my employment.- Recognized for superior performance in regards to new account/ business acquisition.

Sales Manager

• Jul 2007 - Aug 2010

Overall responsibility for managing the daily activities of Pinegrove Memorial Park (Minchinbury, NSW) sales staff to ensure revenue targets were achieved and that KPI’s were met. Exceeded individual & team revenue targets by a minimum of 20% annually. Participated in InvoCare’s employment management practices to recruit, select, appoint and induct staff. Presented product and service options to clients with sensitivity in the sale of cremation, burial products and services. Respected individual clients need and wishes whilst working hard to find them their best solution and in parallel to achieve sales targets and expectations. Was able to quickly build rapport and trust with families in an honest and ethical manner.

ISP/ Telco Business Development & Channel Manager, Australia

• Jan 2004 - Jun 2007

Launching NetComm’s business growth and development to achieve its market position as a leading provider of communication technology solutions to Australian ISP & Telco customers, distributors, retailers, resellers and businesses. Responsible for actively engaging, managing, maintaining and developing existing client and partner portfolios. Responsible for securing new revenue and new client relationships within the existing portfolio of clients as well as seeking out new clients. Developed and implemented plans for strategic accounts that exceeded expectations in revenue retention and growth, account profitability, and customer satisfaction. Grew revenue from AUD$0 to $AUD12M per annum in Australia by identifying and acquiring new Telco/ ISP accounts. Pursued long-term account strategy that maximized profits and assisted in cultivating long-term relationships with the appropriate decision makers. Established a selling and distribution model appropriate for the target market. Regularly monitor competitor activity, market situation and projections and look for new opportunities to expand NetComm’s business in the Australian market.

Account Manager

• Jan 2001 - Dec 2003

Responsible for the day-to-day sales and account management of assigned customer accounts. Responsible for the day-to-day sales and account management of assigned customer accounts.