Oct 2020 – Apr 2022 · 1 yr 6 mos · Hong Kong SAR

Sep 2019 – Oct 2020 · 1 yr 1 mo · Asia Pac

• Responsible for leading Hilton’s marketing function for Asia Pacific - operating in 15 countries with over 300 hotels. I led all marketing functions with the ambition of driving digital direct sales for Hilton as well as designing new value propositions for Hilton Honors and our credit card portfolios in Asia

Apr 2018 – Aug 2019 · 1 yr 4 mos · Australia

• Leading a large team of marketers to retain eBay Australia’s market leading position in the face of new e-commerce entrants. Developed and launched eBay Plus, ebays first subscription loyalty program.

Oct 2014 – Apr 2018 · 3 yrs 6 mos

• Reporting to the CEO of American Express A/NZ, I am responsible for delivering digital transformation and innovation to our Cardmembers, delivering the best in class rewards program in Australia and ensuring the American Express brand resonates and cuts through to entice new prospects into the franchise.
• Leading all digital capability development and executing the mobile and digital marketing strategy including bringing new digital wallets to Australia
• In partnership with NY Advertising team, designing breakthrough assets and media strategy for promoting the American Express brand with a $20M brand investment
• Designing the American Express consumer rewards value propositions across all card products and negotiating and designing joint value propositions with senior leaders across airline and retail partners
• Creating a digital experience map from point of approval throughout the lifecycle including driving customers to engage in mobile and app channels
• Running all communications to American Express Cardmembers
• Key partnership lead with C suite executives across airlines, mobile payment and retail
• Co-design of leading airline co-brand customer value propositions
• Management of a team of 30 plus marketing executives
• Responsible for all American Express online and offline communications channels
• Design and execution of all American Express platform based initiative such as Local Champion, Amex Offers, Pay with Points

Apr 2012 – Oct 2014 · 2 yrs 6 mos

• Responsible for delivering profitable growth of Insurance Services across 8 markets in JAPA region including Australia, New Zealand, Singapore, Thailand, Taiwan, Hong Kong, India and Japan. Managing a team of 90 employees across the region and 7 large insurance partnerships. P&L & General Management responsibility including business development, partner management, product and channel strategy, operational risk and compliance. Strong focus on revenue growth through developing customer centric products & increasing our reach through focus on digital and outbound TM channels.

Nov 2010 – Apr 2012 · 1 yr 5 mos

• Appointed to reverse a previous five year portfolio decline for the Australia Insurance business, delivering positive YOY revenue, customer and acquisition growth through innovative marketing, product and distribution strategies across 4 markets
• General Management of Insurance portfolio across Australia, New Zealand, Singapore & Thailand markets
• P&L responsibility across 4 markets with accountability for driving YOY top line growth
• Development of Marketing & Distribution strategy across Digital & traditional channels
• Responsible for C-level relationships with leading Insurance business across Australia
• Responsible for double digit acquisition growth of high margin Insurance products
• Multi-million deal negotiations with leading Insurance partners across the JAPA region
• Management & prioritisation of major marketing investments across all direct and digital channels across the region
• Leading team of 14 marketers across 3 countries

Aug 2008 – Aug 2010 · 2 yrs

• Appointed to lead the Marketing & Product strategy for the new David Jones partnership including the credit card and store card portfolios.
•  New Business Opportunities—Drove the acquisition strategy, and managed all product and marketing aspects for the launch of a new co-brand card in the Australian market.
•  Acquired 20% of Australian credit card applications on the DJAX card in 2009 through partnership wtih David Jones on an in-store distribution channel.
•  Developed, in partnership with David Jones, a new sales channel and distribution model. Managed the ongoing performance of card acquisition across 37 stores.
•  Revenue Growth—Drove a high out of store spend ratio for the portfolio through change of acquisition offer and revising the product construct.
•  Value Proposition Development – Re-launched the new David Jones product with new rewards structure and changed features & benefit with a focus on driving spend in new industries. Resulted in 23% billings uplift and growth in revolve rate
•  Portfolio Growth—Managed the credit card and storecard portfolio metrics. Developed strategies across product management, acquisition, engagement and servicing to grow the portfolio.
•  Brand Leadership—Consulted to, influenced and provided analytics and insights to senior staff at David Jones to drive American Express objectives of growing profitability of both card portfolios.
•  People Leadership—Led the performance and development of five Marketing Executives and Analysts.

Jul 2005 – Sep 2008 · 3 yrs 2 mos

• Head of Customer Management, Consumer & Small Business Cards.
• Responsible for the development & implementation of the Customer Management strategy for all existing consumer and small business American Express Cardmembers across 15 product groups.
•  Managed agencies and vendors to drive growth in customer usage
• Customer Engagement Initiatives—Delivered a 16% YOY reduction (2007) in customer attrition through high performing engagement and retention initiatives.
• Implementation of cross sell programs using direct mail, telemarketing and staff marketing strategies.
• Represented the ICSS Australian Leadership Team for Customer Engagement & Loyalty
•  Partnership with Merchant Service team to deliver value rich propositions to cusotmers and merchants
•  Leadership Transformation—Expanded and transformed the Engagement team from an initial four people in 2005, to a team of 14 delivering against all the key pillars of Customer Management
•  Billed Business Growth—Grew Internal Acquisition by 29% from 2006 to 2007. Delivered an incremental $167 million in billed business through channel transformation, and a revitalised creative and offer strategy.

Jan 2004 – Jan 2005 · 1 yr · Sydney, Australia

• Responsible for end to end management of communications & marketing strategy to existing Optus CMM customers including:
• Management of 16 marketing executives
• Leading the end to end marketing communications strategy
• Responsible for managing & reducing customer churn
• Management of all x-sell and up-sell activity across all marketing channels
• Responsible for developing strategic marketing strategy to increase bundled rates & increase average revenue per user
• Key interface between Marketing & Customer Service teams
• Agency management

Jan 2003 – Jan 2004 · 1 yr · Sydney, Australia

• Diversified and expanded value offering through a strategic career move. Deliberately sought a national management role, managing a multi-market business for Operations and Customer Service across three Australian states.
•  Leadership & Direction—Managed a team of 40 across three Australian states (8 direct and 32 indirect reports). Overcame the challenge of remote leadership across multiple locations. Managed all aspects of team performance, recruitment, development and motivation.
•  Annual Planning Strategies—Managed and achieved cost reductions for the Annual Operating Plan, approximately $150 million with a headcount of 1,900:
•  Accountable for short-term and long-term business and delivery planning, and execution of associated capital and operational strategies.
•  Developed and executed the Customer Service strategy.
•  Cost Saving Successes—Identified and delivered major projects to achieve OPEX cost reductions:
•  Project initiatives included: voice recognition establishment, off-shore outsourcing and email servicing.
•  Devised and drove strategies to reduce calls to all centres, resulting in decreased service costs.
•  Developed the ‘High Care’ Customer Experience project to revise the KPIs of all Customer Service Representatives, achieving a greater focus on improved customer satisfaction.
•  Institutionalised the outbound customer retention function in Integrated Solutions to improve customer retention.
•  Business Recommendations / Input—Provided strategic and commercial input to the Customer Service Director on a range of business issues, opportunities, business case and operational issues.
•  Provided analysis of the effectiveness of operations, and developed recommendations for re-design and best practice opportunities.

Jan 2001 – Jan 2003 · 2 yrs · Sydney, Australia

• Devised and drove annual strategies to increase customer contact and profitability to support business revenue targets, from tactical planning to execution of strategies.
•  Leadership / Business Representative—Managed, developed and mentored a team of four Marketing Executives. Represented Consumer Marketing on all working committees that delivered customer impact.
•  Key Marketing Accomplishment—Successfully managed the key communications strategy and execution of the Pay TV Content Sharing Agreement between Optus and Foxtel. The effective integrated marketing strategy produced successful results:
•  Delivered a 15% churn reduction.
•  Achieved Customer Service calls 18% below the expected forecast.
• Responsible for all x-sell / up-sell and engagment marketing campaigns to existing Optus customers
• Responsible for vendor management (Agency/print/mailhouse)
• Repsonsible for all legal communication and product change communications to customer base