Experience

Hyundai Motor Company Australia

• Australia
• Automotive
• 200 - 300 Employee

• Digital & CRM Marketing Manager & Privacy Officer - Level 3

  • Mar 2020 - Present

  Lead the digital transformation, establishing clear digital strategy backed by empirical data to support business sales target.improve the digital ecosystem (corporate & Dealer websites) and key conversion points based on consumer behaviour.Develop new ways to recruit customer data, influence a strong CRM strategy to develop on going conversations with owners & prospects.Develop and improve the usability, design, content and conversion of the Hyundai website to be a market-leading customer experienceDevelop and manage Dealer websites to maximise integration, Hyundai compliance and enquiry conversionDevise strategies to drive online traffic to the company website, to include SEM, SEO and automotive baselineCross-departmental co-operation through deployment of My Hyundai, SSC and other digital channel initiativesImplementation and maintenance of infrastructure to support the website (PCM, PIM, ROAP)Manage and drive all internal and external stakeholder engagement including digital agencies, HMC, Dealer Network, CX, SalesManage digital customer journey strategies for marketing in close co-operation with CXDevelop and manage MyHyundai owners portal by using progressive profiling and rewards strategies to increase loyaltyPlanning and delivering CRM strategies across the company, encouraging customer retention and customer loyaltyProvide support to the CRM Manager in delivering customer communications roadmapsConduct a detailed review to identify all instances where HMCA collects, uses or discloses personal information and ensure that the use of this information complies with HMCA’s privacy policyReview and communicate guidelines to HMCA staff on access to and use of HMCA personal informationLead HMCA’s response to any privacy queries or requests that might arise

• Board Member on Hyundai M-Board

  • Jul 2020 - Present

  As a reflection of my leadership skills I was recognised when I was voted on as a board member. Our objective is to have new and different business perspectives, solutions, networks and an energised, engaging and inclusive workplace culture.

• Digital Marketing Manager - Level 3

  • Jul 2018 - Mar 2020

• Retail Marketing Assistant Manager - Level 2.5

  • Jan 2017 - Jul 2018

  Develop & optimise Retail media strategy ($25+ Million dollar budget) across all media channels to drive lead enquiries to the Hyundai Dealer networkDevelop platform relevant creative/ content to enhance buyer trigger points and hone in on consumer behaviours.Support regional offices with Retail campaigns & local media planning.Focus on Digital performance to draw consumer insights Leverage key partnerships to continually improve ROI and market relevanceEnsure effective relationships with creative & media agencies and other suppliers to deliver briefings, WIP and on-going information flowMaintain strong relationships with Sales Operations and Hyundai Capital to ensure marketing can effectively plan campaign communications Manage legal compliance with HMCA Legal Counsel in line with relevant advertising codes of conductEnsure effective management, control and maximisation of ROI for approved marketing communication investments, through the use of my own developed enquiry calculator

• Retail Marketing Assistant Manager - Level 2

  • Apr 2016 - Jan 2017

• Retail Marketing Coordinator - Level 1

  • Nov 2013 - Apr 2016

  Assist in the production and delivery of the full range of marketing communications across all Hyundai retail channels.Liaise with media suppliers & Retail Manager to implement approved media plans including Material Instructions,Liaise with creative and media agencies and other suppliers to deliver marketing communications materials.Prepare and submit expenditure records, Purchase Orders (PO) submissions in timely and accurate manner.Manage the archrival and version control of campaign material both on network drives and online portals.Communicate with key stakeholders, regional offices, dealers and the wider marketing team to supply relevant marketing communications collateral.

• Senior Customer Care Officer - Level 1

  • May 2012 - Nov 2013

  Communication to internal and external customersAnswering phone, written and e-mail and social network correspondenceDistribution of concerns to relevant departments and field representativeRecording of complaint details in CRM SystemMonitoring the timely resolution of all concernsChecking and verification of information received from customer and dealer network.Assist dealers, regional staff and technical department with the resolution of complaints in timely mannerMonitor customer issues with external bodies such as ACCC, Fair Trading departments, motoring bodies and journalists.Assist in the development and enhancement of the customer relationship management system.



Trivett Classic BMW

• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Customer Relations Manager

  • Jun 2011 - Jan 2012

  Manage and implement BMW retention programs Manage and maintain BMW Finance CRM system Extracting/Updating customer information Creating reports with specific parameters Contacting clients at milestones within their finance period Find new opportunities to give to our clients to purchase a new vehicle Contact clients who have maturing finance contracts Contact clients who have requests a payout figure on their BMW finance contract Create competitive finance packages for new and existing customer Meet customers to sign finance documents Submit finance documents to BMW finance



Customers 1to1

• Harley Davidson & HOG Team Lead

  • Mar 2009 - Jul 2011

  Resolving inbound enquiries from prospects and customersResponding to emails from prospects and customersConducting after sales surveysData management in Harley-Davidson Australia’s CRM databases (Salesforce, HOG System)Managing and implementing marketing activities by Harley-Davidson that required Customers 1to1 supportPayment processing of HOG Membership renewal fees, Rally registration fees and Moto Gp ticket feesManagement of merchant facilities (eWay and Flow2Cash)Monthly audit and reconciliation of received payment fees - $100,000 - $150,000 a monthPreparing monthly reports to Harley-Davidson Australia senior managementPreparing end of month invoices to bill Harley-Davidson Australia for Customers 1to1 workDocumenting financial processesAssisting with the running of the HOG rally in Mt Buller alongside Harley-Davidson senior management

• Automotive Team Coordinator

  • Jul 2008 - Mar 2009

  Data management in Jaguar Land Rover Australia’s CRM (ONYX) data baseTraining team on marketing activitiesPreparing weekly reports to Jaguar Land Rover Australia senior managementPreparing monthly reports to Jaguar Land Rover Australia senior managementAttending product launches & product training sessions provided by Jaguar Land Rover AustraliaResolved inbound enquiries from customers and prospectsResolved customer, prospect and client emailsPrepared brochure mail out for prospectsConfirmed/prepared Test Drive lead reports for dealersConducted surveys on after sales satisfactionConducted surveys on after service satisfaction