Instacart

As a Retail Program Manager at Instacrt, I spearhead the Australian rollout of the Caper Cart, an AI-powered shopping trolley designed to streamline the shopping experience and deliver omnichannel benefits for retailers.

Retail Program Manager

As a GLG Network Expert, I bring 20+ years’ of experience in the software industry, expanding recurring revenue businesses in tech & SaaS. I have delivered critical business outcomes, e.g. Net Revenue Retention growth, by developing and executing customer value strategies. A seasoned member of Senior Leadership Teams, reporting to the C-suite. 

GLG is the world’s insight network. It connects decision-makers to the right experts so they can act with the confidence that comes from true clarity and have what it takes to get ahead. Its network of experts is the world’s largest and most varied source of first-hand expertise.

Network Expert

Endeavour Group

Led a project team within the One Team transformation program to deliver the recruitment system for EDG as the business divested from Woolworths group. The team comprised of Business Analysts (BAs), business SMEs (recruiters), a system administrator, Change Managers and vendor consultants. I collaborated closely with the Enterprise Architect, Test and PMO teams to successfully deliver the Talent stream transformation.

The complex ecosystem was based on best-of-breed recruitment applications tightly integrated with SuccessFactors. Applications included ServiceNow, SmartRecruiters, SmartAttrax, SuccessFactors Onboarding 2.0 and Employee Central which were integrated via real-time webservices APIs.

Talent Lead, Project Manager

MYOB

As the Head of Customer Success, I have been responsible for designing and establishing the new Customer Success function at MYOB. This encompasses conceiving, developing and implementing company-wide Customer Success programs that ensure our customers adopt and get maximum value from our offerings, and that ultimately we retain and grow our customer base. Customer Success is evolving to essential for our customers and MYOB as we transition to a truly SaaS(subscription) business management platform. 
 
I developed our Customer Success Charter and lead a dynamic, highly capable team to cross-functionally execute our Charter for the benefit of our customers. The ride we are on is exciting, no 2 days are the same. We come to work every day to be better than yesterday and strive to give our customers a world-class experience while they enjoy the benefit and value of working with MYOB.

Head of Customer Success

PageUp

Overall global responsibility for the success of our customers. Their success unlocks our exponential SaaS growth rate through account retention and expansion.

Global Head of Customer Success

As the executive leading the Global Client Portfolio Team, my purpose is to drive the overall target retention and growth rates of PageUp’s global installed client base. This is pivotal in contributing to the overall revenue growth and PageUp’s strategic 2022 goals. Effective leadership, operational execution and the client centricity of my Client Portfolio Team will ensure this is achieved. My key outcomes include:

Leadership – Set and execute on the short, medium and long-term company and divisional strategy through my contributions a member of PageUp’s Leadership Team.

Customer success – Retention and Renewal - ensuring every client realises the full potential of their engagement with PageUp, and so continues their journey with us as their critical business partner. 

Revenue generation – increasing the uptake of additional PageUp solutions to unleash more talent potential within our existing client organisations.

People – developing a client focused team of A-players dedicated to providing "Awesome Service" in every interaction.

Global Head of Client Portfolio Management (Expansion Sales)

Leader of PageUp's global Client Delivery team. Responsible for creating the Client Delivery strategy and leading the team through its execution. The Client Delivery team are the professional services team responsible for all new and expansion customer implementations, training and additional services. I built a network of internal and partner resources to respond flexibly and cost effectively to the fluctuating customer demand. 

My key outcomes included:

Operational Excellence – Oversee the delivery of replicable, simple, fast and elegant client solutions in our unified talent management software suite. 

Leadership – Lead and develop the talented global team of Consultants, Project Managers/Coordinators, Business Analysts and Implementation Consultants. 

Scale – Build a delivery model that is both globally scalable and extendable through partnership models.

Global Head of Client Delivery (Professional Services) 

Kenexa

Overall accountability for the delivery of employee survey projects for the Australia and the APAC region. For clients such as, Amcor, Australia New Zealand Bank, Commonwealth Bank of Australia, Fletcher Building, GHD, McDonalds Siam Bank, Transurban, as well as many other clients across various industries. My key outcomes included:

Execution – Building and managing effective project teams to successfully deliver projects in this fast-paced Growth Market unit. 

Client Relationships – Ensure all project outcomes are client relevant and continue to maintain and grow the relationships and associated revenue. 

Thought Leadership – Research and publish thought leadership white papers and news articles on employee insights in the Australian and New Zealand market.

Client Services Director, Australia

Kenexa acquired Salary.com forming a new division - Kenexa Compensation (KC). KC added new capabilities to Kenexa’s Human Capital Management portfolio and I was asked to lead the collaboration and merger efforts. My key outcomes included:

Business Development – Effective cross-selling by leveraging the strong existing relationships that Kenexa had built with its clients to introduce and up-sell Compensation solutions. This strategy was driven by the relationship owners, the Account Managers.

Strategy – Facilitating cross-functional technical team partnerships to build and integrate software products. This increased the cumulative effect of integrating Compensation solutions with Kenexa’s other offerings.

Scale – Global expansion, starting with Canada and EMEA. Researching the market entry, building lead generation and a sales pipeline along with hiring local Sales Executives.

Sales Integration Lead

Lead a project delivery team to successfully implement a large and complex portfolio of client employee surveys programs. In this role, I was also responsible for the long-term retention of the clients. My key outcomes included:

People Management - Eight Project Managers reported directly to me and they managed the execution of the work on our accounts. Also had authority over the other key delivery roles necessary for account success namely, Consultants, Software Engineers, and Research Analysts.

Program Direction - directed approximately 12 client programs with of a total value of circa US$9.5 million annually. This included Kenexa’s most valuable survey client.

Business Development – Supported sales development through sales presentations and product demonstrations.

Leadership Team – active member of the Kenexa Europe Middle East and Africa Leadership team, representing the Survey division’s strategy in the region.

Thought Leadership – used strategic HR thinking to inform and guide client business leaders, influencing their people strategy and ensuring the maximum impact of their workforce capabilities on the overall business success.

Profitability – responsible for the profitability of our project delivery as well as generating approximately $1 million annually in up-sell revenue.

Program Director

Project Managed several large concurrent client employee survey projects, several of which had global scope. My key outcomes included:
 
Operational Excellence – project managing one of the biggest client portfolios, while simultaneously leading Kenexa’s single largest and most complex survey account. 

Planning and delivery – built comprehensive project plans and timelines based on delivery and resource requirements.

Process and documentation – measured project progress and adjusted accordingly to maintain the critical path.

Training - educated client project team and wider stakeholders on technology and processes to implement survey projects as well as developed and mentored new Project Managers.

Continuous Improvement – evolved project process through formal project management knowledge and experience.

Project Manager

Synovate

Synovate is global market research company and the ViewsCast team is specialised in the administration of IVR (telephony) surveys. Projects were commissioned to capture data on the real-time customer experience directly after a contact e.g. after talking to a call center attendant or after a meal at a restaurant chain.  

This role was responsible for global project management, implementation, support and training of ViewsCast clients.

Global Implementation Executive

Dimension Data

At Dimension Data I worked towards a practical qualification in project management. Initially in the role of apprentice project manager until I was competent to manage small to medium sized projects on my own.

A performance-focused executive, passionate about customer outcomes and experience. Focus on the customer is evolving to be essential in this world of subscriptions (SaaS). I come to work every day energised to lead teams of extremely capable and passionate people who relentlessly do what they do for the customer.
 
The principles that have served me best are 1) People first. Be they customers, employees, partners etc., it is the people that bring the bright ideas, the enthusiasm and the magic spark. Without engaged and empowered people, no system or process will save you. 2)Progress over perfection. The world moves fast, so let’s start making a positive impact as soon as possible and then continuously improve. 3) Simple. Keep it simple, which is often harder to do and well worth the effort. Complexity is everywhere. Make it your calling to reduce it, and certainly do not add to it!

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