Michelle Clarke - Operations Director, Incubeta

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Work Background

IncubetaHead of Operations - Australia

Mar. 2020 - Jul. 2024Sydney, New South Wales, AustraliaKey Responsibilities: - Operational Management: Directed a team of 60+ operations professionals across two markets, including one remote team, fostering high morale and a collaborative culture. Managed diverse operations in various sectors such as e-commerce, fintech, travel, and on-demand lead generation. - Leadership and Guidance: Provided strategic direction and mentorship to senior leads, ensuring alignment with organizational goals and driving continuous improvement. Delivered transparent feedback to promote growth and maintain a high-performance culture while maintaining strong morale. - Financial Oversight & Capacity Planning: Managed the Profit & Loss (P&L) statement for the operations team, ensuring accurate financial tracking and reporting. Developed and executed capacity planning strategies to align resource allocation with operational needs and financial goals. Monitored and adjusted staffing levels to optimize efficiency and meet budgetary constraints. - Operational Efficiency & Risk Management: Led initiatives to optimize team efficiency and profitability through data-driven solutions, while enhancing team engagement. Identified and mitigated operational risks to ensure stability and minimize disruptions. - Data Governance: Collaborated on implementing robust data governance practices to ensure quality and integrity across global markets. Established naming conventions and accurate reporting to support informed decision-making. - Resource Management: Oversaw recruitment and resource allocation, supporting succession planning and maintaining an overview of capacity and profitability. Contributed to a positive team environment and upheld company culture. - Onboarding & Training: Developed and executed comprehensive onboarding and training programs in partnership with senior leaders, fostering growth and a supportive culture within cross-functional teams.

NMPiOperations Director - Global Operations Hub

Jan. 2017 - Apr. 2020Cape Town Area, South AfricaKey responsibilities: - Operational & Resource Management: Directed a 150+ member global operations team, managing complex processes and collaborating with senior leadership and market Managing Directors. Established FTE requirements, led recruitment, and coordinated succession planning with HR to align operational objectives and cultivate a strong organizational culture. - P&L Management: Oversaw global P&L and forecasts, partnering with executive leadership to achieve Gross Profit (GP) and EBITDA targets. - Strategic Planning & Process Optimization: Developed and implemented strategies to streamline processes, drive cost efficiencies, and enhance productivity. Analyzed and improved operational processes, implementing best practices for increased efficiency. - Quality Assurance & Risk Management: Ensured adherence to quality control procedures, addressing operational challenges to maintain high standards. Integrated digital tools and technologies to enhance operational infrastructure. Ensured regulatory compliance, and implemented processes ato mitigate operational risks. - Stakeholder Collaboration: Managed senior managers and aligned with departments and external partners, enhancing business strategies and fostering a cohesive team culture. - Innovation and Continuous Improvement: Fostered a culture of innovation and continuous improvement, staying ahead of industry trends and enhancing the business environment for its people.

IncubetaGlobal Head of Paid Search

Nov. 2012 - Dec. 2016Cape Town Area, South AfricaKey Responsibilities: - Team Leadership: Grew and managed a team of PPC specialists, providing guidance, mentoring, and support. Fostered a high-performance culture to ensure the effective execution of PPC strategies. - Strategic Planning: Developed and implemented comprehensive PPC strategies aligned with overall marketing and business objectives. Set clear performance goals and KPIs for the PPC team. - Performance & Budget Analysis: Analyzed campaign performance data and metrics to identify areas for improvement and opportunities for optimization. Utilized data-driven insights to refine and enhance PPC strategies. Monitored spending to stay within budget while achieving campaign objectives. - Compliance and Best Practices: Ensured compliance with advertising policies and industry best practices across all PPC platforms. Stayed updated with platform changes and industry trends to leverage new opportunities and technologies. Generated regular reports on PPC performance, providing insights and actionable recommendations to stakeholders. - Innovation: Conducted continuous A/B testing and experimentation to improve ad performance. Identified and implemented new tools and technologies to enhance PPC effectiveness. - Client and Stakeholder Management: Acted as the primary point of contact for key clients, ensuring their needs and expectations were met. Maintained strong relationships with stakeholders, providing regular updates and addressing any concerns.

NMPi (formerly Clicks2Customers)Head of Account Strategy

May. 2010 - Oct. 2012Key Responsibilities: - Team Leadership: Expanded and mentored a team of over 10 media managers. Managed a portfolio of 40+ international clients across diverse industry verticals with significant budgets. Directly managed Paid Media Managers to enhance their skills and elevate performance levels. - Client Relationship Management: Built and maintained strong relationships with key clients, acting as the main point of contact. Ensured client satisfaction and retention through proactive communication and problem-solving. - Strategic Guidance: Oversaw the team's portfolio for new business and ongoing campaigns to maximize ROI and achieve key campaign metrics for both clients and the internal business. - Strategy Development: Led all strategic campaigns for major global clients to ensure client retention and successful strategy execution, with a large focus on efficiency. Handled responsibilities including monthly reporting and quarterly strategy sessions to optimize client satisfaction and drive performance. - Forecasting: Conducted monthly and quarterly budget forecasting for all clients.

Clicks2CustomersSenior Paid Media Manager

Sep. 2004 - Apr. 2010Cape Town Area, South AfricaKey responsibilities: - Campaign Strategy: Developed and executed performance strategies closely aligned with business objectives to drive success for a portfolio of clients across several verticals: travel, retail, insurance. - Bid Management: Monitored and optimised biddable campaigns to achieve peak campaign performance for clients and maintain cost-efficiency. - Test & Learm: Conducted continuous A/B testing of ad elements, landing pages and strategies to enhance campaign metrics and ROI performance, always testing new ways to be more efficient. - Budget Management: Skillfully managed campaign budgets to meet key client financial targets. - Analytics and Reporting: Analyzed campaign data, generated comprehensive reports and provided actionable insights for informed decision-making and ongoing campaign refinement. - Compliance and Industry Trends: Ensured strict adherence to platform policies and kept abreast of industry trends, privacy and best practices to maintain campaign compliance and competitiveness.

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