Director of Delivery

• Oct 2019 - Present

Head of Strategic Projects

• May 2017 - Oct 2019

Management Consultant and Business Analyst

• Aug 2015 - Apr 2017

Provided consulting in several engagements in Sydney, the Gold Coast and in Shanghai. Consulting Engagements: • Improvement of customer service and customer retention reporting • Business process discovery, review and documentation • Exploration of synergies between two businesses for possible merger • Business case analysis and modelling • Coordination of forecasting and high level budget preparation • Coordination of detailed budget and business plan preparation • Crisis plan review and development

General Manager - Greater China

• Sep 2008 - Feb 2015

EMPLOYEES: 400+ across 15 sitesCUSTOMERS: 94,000 up from 50,000CUSTOMER SPEND: $30,000,000 USD up from $16,000,000 USDLead the executive team across all business functions including; Sales and Operations, Partnerships, Finance, Human Resources, Technology and Project Management, Loyalty Marketing, Customer Service and Administration• Contributed to the group's success as a member of Accor Hotel's Greater China Management Committee, Accor Plus's Asia Pacific Executive Committee, multiple project teams and as the Legal Representative of Accor Plus's 10 branch entities in China• Expanded sales operations from 10 to 15 sales teams• Prepared budgets consolidated to the country level, formulated and executed business plans underlying the budgets, managed budgets during the year and prepared analysis and commentary for financial statements• In the role of Business Owner, lead and delivered on time and under budget an ERP implementation across 13 subsidiaries in 12 countries replacing multiple legacy CRM, HR and finance systems with NetSuite, a cloud based ERP• Lead the in-country integration of the Accor Plus membership with the Le Club Accor Hotels global loyalty program. The project encompassed technical integration, significant change to business processes, product rebranding, internal and external training and education as well as the in-house absorption of Le Club Accor Hotel customer service• Championed the “Accor Values Project” within the country. A collaborative project that took the values that Accor had globally, made them relevant within Accor Plus's business and animated them through rituals, ceremonies and art• Pioneered within Accor Plus multiple initiatives including; the use of WeChat, recording technology, an industry first set of incentive structures and a transformative set of reporting tools

Country Manager - China

• Feb 2006 - Aug 2008

EMPLOYEES: 250+ across 10 sitesCUSTOMERS: 50,000 up from 4,000CUSTOMER SPEND: $16,000,000 USD up from $1,200,000 USDLead a multi-site operation, built a management team to support an accelerating growth plan and launched multiple internal platforms that ensured the healthy development of the company as the organisational scale increased• Opened 8 new branch companies and associated sales offices as well as expanded existing sales operations in Shanghai• Established a separate Regional Office in Shanghai which supported Operations, Finance, Human Resources and Administration functions• Developed various company platforms covering organisational culture, employee on-boarding, employee development, reporting, administration and governance• Organised and facilitated the inaugural annual Accor Plus China Managers Conference• Manage relationships with relevant local government, key vendors and Accor hotels to ensure external support of existing operations and future growth• Successfully presented to and negotiated with a number of notable Chinese organisations whom owned Accor branded hotels including Wanda Group, Sunning Group, Shang Zhi Group and Forebase Group as well as various government entities• Collaborated with regional Accor Marketing and Loyalty Teams to establish a member communication strategy and launched a centralised Customer Service team

Program Manager - Shanghai

• Feb 2004 - Jan 2006

EMPLOYEES: 60+ across 2 sitesCUSTOMERS: 4,000 up from 400CUSTOMER SPEND: $1,200,000 USD up from $200,000 USDRebuilt and lead Accor Plus's first sales team in China and pioneered the expansion of operations into new Chinese markets• Achieved Accor Plus China's inaugural profit within the first 12 months• Grew the sales team in Shanghai from 7 to 28 Telemarketers and in-hotel Sales Executives• Established administrative and governance processes which transitioned the administration, accounting and compliance works from being fulfilled by an external consultancy to being conducted entirely in-house• Developed local language sales training and coaching platforms including training programs, scripting, KPI sets and measures and conducted recruitment, training and mentoring for all roles• Facilitated customer service and marketing communications to Accor Plus Members including soliciting exclusive offers from Accor hotels and partners• Expanded geographic operations by opening its first branch sales office in Xian. The sales team which opened with 24 telemarketers, turned a profit by the second month of operation• Built relationships with Accor's regional office and the management of local Accor hotels to ensure the progressive acceptance and integration of Accor Plus in hotel operations and future plans• Drafted and successfully negotiated agreements with Accor hotels and hotel owners covering a range of issues including profit/revenue sharing of joint sales platforms and cross promotions• Created and delivered bilingual training programs for management and front line staff in Accor hotels across the country covering their interactions with Accor Plus Members and with Accor Plus• Launched the Chinese language "Advantages" members magazine in collaboration with Accor Marketing in Bangkok

Management Trainee

• Aug 2003 - Jan 2004

Trained in a series of front-line and management roles across all operational facets of the Accor Plus business including: Loyalty Consultant, Member Services, Office Administrator, Training Manager and Program Manager.

Senior Team Leader / Functions Supervisor

• Aug 1999 - Jun 2002

• Met with clients and determined event plans • Coordinated and supervised up to 25 agency staff to facilitate events • Events ranged from hosting the Canadian 2000 Olympic Team to weddings, graduation balls, conferences and outdoor cinema • Met with clients and determined event plans • Coordinated and supervised up to 25 agency staff to facilitate events • Events ranged from hosting the Canadian 2000 Olympic Team to weddings, graduation balls, conferences and outdoor cinema