ABOUT ME
My first marketing role was for a charity where I became passionate about understanding who donated and why. By understanding the correlation, I could see how their marketing and fundraising could become more effective, and in turn, how the charity could help more people.
As I progressed into digital advertising, direct marketing and customer experience, this passion for understanding customers and finding strategic, innovative and creative solutions grew.
Now with over 12 years in agency and client-side positions, I’m conformable wearing multiple hats - strategist, team leader, service designer, a partner to work and a coach to the next generation.
My working rhythm is collaborative and hands-on. From research to strategy, ideation to execution.
Over the years worked within financial services, telco, automotive, media, technology, and travel sectors in Australia and the UK.
Irrespective of budget, I always look to deliver innovative solutions and make a positive impact.
And to this day, my passion and curiosity remain.
EXPERIENCE
Akcelo, Customer Lifecycle Strategist, 2021 - Present
CX Lavender, Business Director, 2018 - 2019
Archibald/Williams, Account Director, 2014 - 2018
DDB Sydney, Senior Business Manager, 2013 - 2014
SapientNitro, Senior Account Manager, 2012 - 2013
EHS Brann, Senior Data Marketing Manager, 2009 - 2011
Group MB, Account Manager, 2007 - 2009
CLIENTS
Amaysim
Bank of Melbourne
BankSA
Chartered Accountants
Citi
Continental
Diners Club
EasyJet
NRL
Odeon Cinemas
OPSM
PetCulture
Qantas Money
Seek
Somark Innovations
St.George
Telstra
The Australian
The Advertiser
The Courier-Mail
The Daily Telegraph
The Herald Sun
Virgin Money Australia
Volkswagen
Westpac
Which
Wisemans Surf Lodge
EDUCATION
IDEO U, Human-Centred Service Design
RMIT, Customer Experience Strategy & Design
Bournemouth University, Bachelor of Arts (Honours) in Business & Management
John Ruskin College, A-Levels
Archbishop Tenison's, GCSEs
SKILLS
MARKETING & BRAND
Brand & Marketing Strategy
CVP Development
CRM, Retention, & Loyalty Strategy
Communications & Connections Planning
ATL & BTL Campaign Production & Management
Campaign Performance & Optimisation
Multivariate & A/B Testing
Data Planning & Marketing
Digital Marketing
Website UX, Development & CMS Management
CX & SERVICE DESIGN
CX & SD Program Leadership
CX Strategy, Design & Management
Human-Centred Service Design
Customer Journey Mapping
Service Blueprint Design
Quantitative & Qualitative Research Design
Persona Development
Design Thinking & Agile Methodology
Prototyping (Sketch & Lo-Fi Solutions)
Workshop Facilitation
PEOPLE & MANAGEMENT
Stakeholder Management
Client Relationship Management
Multidisciplinary Team Leadership
Line Management
P&L Management
Project Scoping & SOW Development
Forecasting & Reporting
Budget Management
Project Management
TECHNOLOGY
G Suite, Microsoft Office & Keynote
Google Analytics, Adobe Analytics, Tableau, Qualtrics
HubSpot, Klaviyo, Campaign Monitor & MailChimp
Custellence & UXPressia
Figma & Sketch
Miro & Lucidchart
Typeform, Survey Sparrow & Survey Monkey
Photoshop & Final Cut Pro
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