Joel Morris
Head of Customer Experience at Gradability- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
David Leslie
I had the great pleasure of bringing Joel into the company as a direct report. In that time Joel excelled at marketing and strategy, including the complete rethink of our website. Joel quickly joined the management team alongside me. Joel has a rare mix of creativity coupled with business pragmatism and managed every marketing challenge with passion and enthusiasm, which also included launching two new sister companies – City Harvest and The Farmer’s Place. Joel’s business development skills added value to our business and included sales to a number of organisations including Colonial Leisure Group and strategic relationships with organisations such as Spade and Barrow."
Peter Hambly
Joel is a dedicated and passionate marketing manager who works hard to understand and promote his product.
David Leslie
I had the great pleasure of bringing Joel into the company as a direct report. In that time Joel excelled at marketing and strategy, including the complete rethink of our website. Joel quickly joined the management team alongside me. Joel has a rare mix of creativity coupled with business pragmatism and managed every marketing challenge with passion and enthusiasm, which also included launching two new sister companies – City Harvest and The Farmer’s Place. Joel’s business development skills added value to our business and included sales to a number of organisations including Colonial Leisure Group and strategic relationships with organisations such as Spade and Barrow."
Peter Hambly
Joel is a dedicated and passionate marketing manager who works hard to understand and promote his product.
David Leslie
I had the great pleasure of bringing Joel into the company as a direct report. In that time Joel excelled at marketing and strategy, including the complete rethink of our website. Joel quickly joined the management team alongside me. Joel has a rare mix of creativity coupled with business pragmatism and managed every marketing challenge with passion and enthusiasm, which also included launching two new sister companies – City Harvest and The Farmer’s Place. Joel’s business development skills added value to our business and included sales to a number of organisations including Colonial Leisure Group and strategic relationships with organisations such as Spade and Barrow."
Peter Hambly
Joel is a dedicated and passionate marketing manager who works hard to understand and promote his product.
David Leslie
I had the great pleasure of bringing Joel into the company as a direct report. In that time Joel excelled at marketing and strategy, including the complete rethink of our website. Joel quickly joined the management team alongside me. Joel has a rare mix of creativity coupled with business pragmatism and managed every marketing challenge with passion and enthusiasm, which also included launching two new sister companies – City Harvest and The Farmer’s Place. Joel’s business development skills added value to our business and included sales to a number of organisations including Colonial Leisure Group and strategic relationships with organisations such as Spade and Barrow."
Peter Hambly
Joel is a dedicated and passionate marketing manager who works hard to understand and promote his product.
Credentials
-
Google Ads Display Certification
GoogleJul, 2022- Sep, 2024 -
Google Ads Search Certification
GoogleJul, 2022- Sep, 2024
Experience
-
Gradability
-
Australia
-
Professional Training and Coaching
-
1 - 100 Employee
-
Head of Customer Experience
-
Mar 2023 - Present
Responsible for end-to-end customer experience improvement, ensuring all areas of operations, process and service delivery are continually improving. Responsible for end-to-end customer experience improvement, ensuring all areas of operations, process and service delivery are continually improving.
-
-
-
Averee
-
Australia
-
Retail
-
1 - 100 Employee
-
Business Development Manager
-
Sep 2022 - Present
Averee is a best in class e-commerce journey where the NDIS participant does not reach for their credit card - all payments come directly from their NDIS plan. I'm working closely with NDIS Plan Managers to integrate with our platform and allow direct payment of products directly using their plan funds. Plan Managers, talk to me today if you're interested in providing your participants with seamless payments. Averee is a best in class e-commerce journey where the NDIS participant does not reach for their credit card - all payments come directly from their NDIS plan. I'm working closely with NDIS Plan Managers to integrate with our platform and allow direct payment of products directly using their plan funds. Plan Managers, talk to me today if you're interested in providing your participants with seamless payments.
-
-
-
Partington.cc Pty Ltd
-
Australia
-
Sporting Goods Manufacturing
-
1 - 100 Employee
-
Chief Marketing Officer
-
Oct 2022 - Feb 2023
Partington strives to design and manufacture the world’s highest performing cycling componentry here in Geelong, Australia. My role is help facilitate awareness of our amazing products and help individuals discover the most desirable bike componentry available. Partington strives to design and manufacture the world’s highest performing cycling componentry here in Geelong, Australia. My role is help facilitate awareness of our amazing products and help individuals discover the most desirable bike componentry available.
-
-
-
MyIntegra
-
Australia
-
Services for the Elderly and Disabled
-
1 - 100 Employee
-
General Manager Customer Experience, Engagement and Marketing
-
Jan 2019 - Sep 2022
MyIntegra (a wholly owned APM company) is a fintech provider offering a market leading payment solutions platform for NDIS participants and support providers. They help stakeholders manage and quickly make payments, reimbursements, control budgets, understand burn rate and provide tools to help make money go further. • Joined the company as a late-stage start-up and heavily contributed to getting us part of an ASX 200. Developed and lead initial growth plans that included the creation of marketing, communications, engagement (in the field as well as inbound/outbound teams) and retention functions which has resulted in >5 X increase in customer growth over the last 3.5 years. • Built and led an empowered, accountable and high performing team for marketing/comms, engagement, retention, customer and content. This included PD’s, training, processes, reporting, KPI and goal setting aligned to company performance outcomes. • Integral part of digital transformation and selection of CRM - Salesforce Sales Cloud/Marketing Cloud. • Led the design and implementation of company and department NPS. And developed and implemented approaches to customer experience improvement, further research and collaboration. • Brought in customer experience approach for whole of business. Mapped customer journeys, lead customer segmentation and persona development and automated key engagement and multi-touch attribution campaigns. • Identified and lead engagement approach with key industry partners, developing brand equity and reach through co-branded campaigns, events, customer initiatives and thought leadership. • Optimised digital marketing, measuring improvements in market share, competitor ranking and keyword ranking and contribution to ROI. • Led company rebrand and complete revision of company website including content and UX.
-
-
-
Vision Australia
-
Australia
-
Non-profit Organizations
-
700 & Above Employee
-
Senior Manager Marketing Operations
-
May 2016 - Jan 2019
A leading national member services organisation for people with blindness and low vision. Providing a range of core services including allied health, advocacy, employment, training and aids and equipment to help people in both aged care and NDIS lead independent lives. • Developed and implemented national NDIS and Aged Care marketing strategy which helped Vision Australia exceed 2017/18 conversion targets for engagement and package value – 48% of all eligible clients with an NDIS plan. • Leading the national roll-out of the NDIS and My Aged Care (CHSP and Home Care) product offering. Including developing collateral (brochures, digital marketing assets) search, social, webinars, regional events, SM S, email and outbound telemarketing – all run through Salesforce Marketing Cloud and reporting via Tableau. Co-ordinated over 250 information events; June 2016 – Dec 2018, increasing referrals by 20% against baseline and plan utilisation by 10%. • Developed and led retail marketing strategy and campaigns for aids and equipment (both instore and online) and contributed to 33% YoY revenue growth for 2017/18 and exceeding of sales budget. • Created plan optimisation tool from lifecycle analysis/value chain mapping, customer persona development and analysis of plan and product spend by stage of life and need. This enabled an improved customer experience for customers as well as operational efficiency in service delivery and plan utilisation. Gained a plan utilisation rate of 10% which equated to an extra $3,500 in revenue per customer/annually. • Designed and led the retention campaign implementation. Including hiring, training and management of a 4 person CS team with coordination of national service delivery centres. Included cross sell activity between product sales and service delivery which generated 10% annual increase in service billing.
-
-
-
Jemena
-
Australia
-
Utilities
-
700 & Above Employee
-
Customer Experience and go-to-market lead - fixed term contract
-
Oct 2015 - May 2016
An Australian energy infrastructure company; including electricity distribution, gas networks and pipelines. Purpose of role was to explore and (in)validate business and product ideas and work through commercials to setup of a renewable energy division. • Drove detailed analysis of the customer as well as product development. Conducted detailed quantitative and qualitative research to gather insights, modelling, customer journey mapping and prepared analysis and presentations for senior managers and shareholders (State Grid China and Singapore Power). • As a member of the strategy team, tasked with setting the foundations for a new start-up business of the Jemena brand, now called Ovida. • Delivered in an agile project management framework using JIRA for all customer insights and forecasting outputs. • Evaluated and recommended investment options in un-regulated opportunities such as embedded networks, solar, storage and microgrids and developed a detailed go-to-market strategy and plan to capitalise on the prioritised findings.
-
-
-
Blue NRG
-
Australia
-
Utilities
-
1 - 100 Employee
-
Sales Operations Director - fixed term contract
-
Mar 2015 - Oct 2015
BlueNRG is a 100% Australian owned business to business (SMB focus) energy retailer. Their focus is cutting the cost of energy for business through market leading rates, energy efficiency advice and power saving products. • Started both a marketing and retention team from scratch (5 direct reports) and took over management of the sales team (3 direct reports – grew to 5) to drive an upswing in sales volume whilst reducing AHT. I also made a significant contribution to business development and brought on a professional sales channel that now accounts for 40% of sales. • Developed a highly convertible association marketing program which helped us achieve acquisition targets through strong referrals. Drove peak body engagement strategy that opened up 80 new SMB clients from service stations. • Managed the delivery of a series of IT projects including quoting tool enhancements, cloud based retail billing engine and CRM (Salesforce Sales and Marketing Clouds– involving process improvement and change management).
-
-
-
Closed Loop Environmental Solutions
-
United Kingdom
-
Retail Office Equipment
-
National Sales and Marketing Manager
-
Feb 2013 - Mar 2015
Closed Loop is a leading consultancy, implementing zero waste programs and technology for business and government. Closed Loop help all organisations divert resources from landfill and redeploy them to productive uses. • Introduced tender management approach for the business that led to the winning of major projects. Highlight was winning the Glasgow Commonwealth Games waste contract and Hyatt Hotels Victoria organic waste. • Re-positioned brand from commodity brand to a solutions/consultancy-based brand. This included the launch of new products and services and the building out of the processes required to deliver effectively. As a part of the ELT, launched zero waste consultancy services, media and content services as well as launched first domestic composting technology for the home. Managed content production unit which included freelance film crew, designers and editors. Developed content for Closed Loop and its clients to support amazing zero waste projects. Turned the content production unit into a profitable business and created content for Qantas, Commonwealth games, Reading festival and NSW government. • Revised whole digital strategy as well as developed acquisition strategy to build lead pipeline using HubSpot. Increased inbound leads generation – 110% increase against baseline.
-
-
-
The Carbon Trust
-
United Kingdom
-
Environmental Services
-
300 - 400 Employee
-
Senior Marketing Manager - Certification, Advisory and Software Services
-
Sep 2009 - Feb 2013
The Carbon Trust is a world leading company that provides advice, develops and deploys technology and has a suite of best in class footprinting services for business and government. They are a trusted, impartial partner of leading organisations around the world, helping them benefit from the opportunities of sustainable green growth. • Created inbound and cross sell sales funnels for four business units. Utilising Salesforce CRM, implemented lead capture and scoring processes and introduced SLA on sales team follow up. This increased opportunity pipeline value and volume. Introduced a triaging system so opportunity needs met by business unit that best fits and has capacity, thereby reducing drop off rate by 10%. Coordinated sales funnel approach allowed us to achieve business lead/opportunity acquisition targets off of 40% marketing budget spend – during a triple dip recession. Process was adopted across the organisation and we were able to embed marketing spend savings from lower ROI activity, saving organisation £1 million. • Worked on complete overhaul of website and content strategy, including customer research and UX design, agency selection and ongoing content strategy for stakeholders. • Worked closely with a wide range of leading organisations across full range of sectors to enhance their digital content strategies around innovative carbon measurement, management and reduction projects.
-
-
-
-
Senior Account Manager
-
Jan 2008 - Aug 2009
Worked as key member of Tequila\Hakuhodo – a joint venture between two world leading advertising agencies Tequila\ and Hakuhodo of Japan. Now split into TBWA and Hakuhodo. Worked with a range of brands on multi-million pound accounts ranging from cigarettes to pet food. Managing 2 reports. • Highlights include: developing integrated pan European DM campaign for Canon and Anglo Irish bank. Overhaul of Canon.com (in conjunction with Agency.com) and developed first agency Facebook app for National Express. • Major Clients included: Canon (pan European account), Anglo Irish Bank (pan European account), National Express (National) and Pedigree (National), JTI (Benson & Hedges, Silk Cut) international.
-
-
-
Maverick Advertising
-
United States
-
Writing and Editing
-
Account Manager/Senior Account Manager
-
Jun 2006 - Jan 2008
Maverick Advertising is a specialist integrated agency that handles a variety of work – specialising in multi-million pound internal communication and engagement programs through to film production and event management. Managed 1 direct report. • Major achievements include: managing international integrated internal communications campaigns with film, large scale events, online and print, generated new business for the Australian office in Sydney, managing and shooting photo shoot across 8 countries in the Middle East and Africa and winning two accounts for the UK Business – Nickelodeon and Emcor. • Major Clients included: DHL EMEA, USA and Latin America, Gulf Print, Monilink, Canute Group, Findus, Nickelodeon, Arabian Real Estate Investment Trust and Merrill Lynch
-
-
-
-
Account Manager/Business Operations
-
Jun 2004 - May 2006
Fluid Marketing is a specialist brand and design agency that specialised in brand identity and TTL campaigns. Now Kisschasey. • New business development including Autopro, Flavorite, Ozjet airlines (below the line), Adecco Recruitment (ACP program) and Fosters Group accounts. • Brought in studio time management system to help prioritise and allocate workload internally and with freelancers, leading to 25% increase in billable creative hours • Major Clients included: Kodak, HSV (part of General Motors), Cricket Australia, PPG, Quick Smile, Adecco recruitment, OzJet and Melbourne Business School.
-
-
-
Globe international
-
1 - 100 Employee
-
Operations Coordinator/Sales Coordinator
-
May 2001 - Jun 2004
Globe International is a publicly listed fashion and international skating brand. It has offices in the US, Europe and distributors around the world. I worked with Globe, Gallaz, World Industries apparel and footwear and Lakai footwear. • Managed warehousing and returns functionality for Globe footwear Australia and New Zealand and worked through new IT and stock keeping system rollout • Presented and sold in ranges to tier 2 retailers across VIC under guidance of Sales Manager Globe International is a publicly listed fashion and international skating brand. It has offices in the US, Europe and distributors around the world. I worked with Globe, Gallaz, World Industries apparel and footwear and Lakai footwear. • Managed warehousing and returns functionality for Globe footwear Australia and New Zealand and worked through new IT and stock keeping system rollout • Presented and sold in ranges to tier 2 retailers across VIC under guidance of Sales Manager
-
-
Education
-
2013 - 2013
University of Bradford
Enterprise, Innovation and Circular Economy executive education introductory course, Business/Managerial Economics -
2010 - 2012
CSEM-BMP
Post Graduate Certificate, Integrated Sustainability Management for Business -
2010 - 2010
The Institute of Direct and Digital Marketing
Advanced Copywriting Course -
2008 - 2008
The Institute of Direct and Digital Marketing
Professional certificate, Digital Marketing certificate -
2005 - 2005
advertising federation of australia
executive certificate, Digital marketing -
2005 - 2005
advertising federation of australia
executive certificate, Account management - advertising -
2003 - 2005
Swinburne University of Technology
Diploma, Business - Marketing -
1997 - 1999
The Kinesiology College
Diploma, Health Sciences -
1997 - 1999
The Kinesiology College
Post Grad Certificate, Clinical Nutrition
Community
