Continuous Improvement Manager

• Nov 2022 - Present

Customer Experience Strategy Lead

• Mar 2022 - Nov 2022

Head of Customer Experience

• Dec 2019 - Mar 2022

Customer Experience Operations Manager

• Jul 2017 - Dec 2019

Customer Experience Manager

• Oct 2016 - Jul 2017

Corporate Market Team Leader

• Nov 2015 - Oct 2016

My role as a Corporate Market Team Leader involves delivering an outstanding customer experience to Signet's Corporate customers through effective leadership and management of the Corporate Account Managers team as well as the Product Coordinator. I also look after the Customer Contact Centre Team. I work closely with the National Customer Experience Manager to ensure that all team goals and KPIs are aligned to the organisational structure. Key Responsibilities (not limited to):- Manage and Lead the CAM Team and Product Coordinator in their daily activities and longer term career development Conducting regular staff performance reviews and appraisals for both the CAM team and CCC team Ensuring all Team KPIs are met Staff Recruitment Show less

Senior Account Manager

• Jun 2013 - Nov 2015

My role's key objectives are Account Management, Sales Growth Strategies and Gross Profit Margin within the Queensland territory by implementing and utilising Signet's Partnership Sales Process.Key Responsibilities:- Identify key growth prospects and develop strategies to gain new business, utilizing the Partnership Sales Process.Actively pursue leads and prospects, qualifying their sales potential.Ensure all new Gold clients are successfully implemented into SIGNET’s sales process and sound business relationships are established and maintained for all key contacts.Participate in joint supplier visits where necessary with Ranpak, SIAT, Kimberly Clark and TESA.Ensure product trials are conducted where necessary and all paperwork and pipelines are completed accurately and on time.Seek out all key contacts for machinery, Operations, Facilities, Purchasing, & Business Analysts.Develop and maintain a comprehensive understanding of SIGNET’s product range, including their characteristics, application and industry relevance. I develop and maintain all working relationships with key personnel by understanding the fundamentals of each business. I ensure that I identify core personnel and decision makers in each business and I communicate with them on a regular basis. This role allows me to work autonomously as well as in a team environment. It enhances my relationship building skills with both internal and external stake holders. It has allowed me to develop sound interpersonal, oral and written communication amoung my customers. Time management skills are key in this role. Show less

Corporate Account Manager

• Apr 2012 - Apr 2013

This Corporate Account Manager role is responsible for maximising business opportunities within Queensland, Victoria as well as Tasmania, through telephone, email and face-to-face customer support, to retain and develop business within Signet’s Corporate Customer base.Key Responsibilities:- Utilizing the Buyers Guide to create barriers to entry for competitors, in order to grow business with existing corporate customers.Promote Signet products and services though understanding market conditions, competition, customer needs and requirements and Signet’s comparative advantages (and disadvantages).Liaise with Procurement Team to meet customer needs and requirements in product, service, forecast and BTD product enquiries.Identify customers’ on-going service and product needs and promote/market Signet’s capabilities in satisfying these requirements.Grow existing and newly identified accounts to exceed quarterly territorial targets (set by Corporate markets Team Leader and Corporate Business Manager) and contribute to the team exceeding the Corporate Markets monthly budget.Encourage customers to use the Signet website or B2B systems to increase customer self service. Show less

Customer Contact Coordinator

• Apr 2011 - Mar 2012

This was an entry level graduate position. This position involved both the development of customer relationships and active participation in the development of strategies to improve the Customer Contact Centre’s performance.Key Responsibilities:-Inbound communications with customers in which you leverage the transaction in terms of service, revenue and information; outbound communications in which you proactively strengthen and develop relationships between Signet and its customersProactively build on product, systems, and skills knowledge.Always ensure that no incoming calls are queued.Always follow Signet’s Standard Operating Procedure (SOP) to ensure best practice operation.Always process customer orders accuratelyMaintaining data integrity through regular database updates, including contact names/emails/postal address through utilisation of the CRM function.Maintain an awareness of current marketing activitiesContribute to continuous quality/systems improvements.Complete projects to designated time frames as allocated by the Catalogue Sales and Service Manager or Strategic Business Manager. Show less