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Work Background
CGU InsuranceNational Manager, Customer Engagement and Communication
Aug. 2021Brisbane, Queensland, AustraliaI lead the national broker engagement and go-to-market communication strategy for CGU, aligned with Ambition26 growth targets in a dynamic environment. I coordinate broker engagement across all regions, ensuring consistent, effective delivery through initiatives such as feedback forums, recognition programs, and educational events. Acting as the voice of the broker, I turn insights into actionable content and improvements. I produce the CGU STRIVE Podcast and content strategy, amplifying the STRIVE Report to boost broker and customer understanding of insurance. I work closely with industry bodies like NIBA and ANZIIF to ensure CGU’s messaging cuts through in a competitive market. I manage all broker-facing communications—from EDMs and social content to product and risk appetite updates—ensuring clarity, compliance, and alignment with brand tone and business priorities. I translate complex regulatory, risk, and compliance content into clear, accessible messaging for internal and external stakeholders. I lead and support high-impact events, webinars, and broker-facing industry initiatives. I also manage CGU’s Broker Pulse survey, using NPS insights to measure sentiment, influence service delivery, and improve performance. By analysing data across communication, marketing, and distribution channels, I assess ROI, identify trends, and drive continuous improvement. Collaborating across underwriting, claims, marketing, operations, technology, corporate comms, and executive leadership, I shape and deliver integrated broker communications and B2B2C campaigns that meet key performance targets. As a seasoned public speaker and mentor, I champion a high-performance culture and actively develop talent committed to delivering on CGU’s promise to support broker and customer ambition.
CGU InsuranceState Manager Broker Solutions QLD
Dec. 2017 - Jul. 2021Brisbane, AustraliaI led the state’s distribution team to deliver premium growth, portfolio retention, and profitability targets across the broker channel. I set clear sales objectives, coached BDMs, and drove new business acquisition while strengthening existing broker relationships. I developed and executed the state sales strategy in alignment with national goals, using performance data, market insights, and competitor analysis to identify and act on growth opportunities across SME, commercial, and personal lines. I built and maintained strong relationships with key broking connections, negotiated commercial terms, and represented CGU at industry events and forums to enhance brand visibility and engagement. I recruited, developed, and managed a high-performing sales team, embedding a culture of accountability, collaboration, and continuous improvement. I worked cross-functionally with underwriting, claims, product, marketing, and operations teams to ensure seamless service delivery and to feed broker feedback into product and pricing enhancements. I regularly reported on pipeline activity, sales performance, and portfolio trends to national leadership, while maintaining strict adherence to compliance standards, industry codes, and regulatory obligations.
CGU InsuranceNational Account Manager - National Key Accounts
May. 2015 - Dec. 2017Brisbane, AustraliaI was responsible for managing and growing relationships with major broker groups and their key corporate accounts across Australia. Working alongside the National Manager, I served as a point of contact for executive stakeholders, building long-term, strategic partnerships and executing national engagement plans to ensure consistency across all states and regions. I drove premium growth, retention, and profitability across multiple insurance lines—including SME, commercial, personal, and specialty—by identifying joint growth opportunities, influencing product mix, and delivering co-branded initiatives. I developed and executed annual partnership plans and growth agreements aligned with national objectives, monitored performance metrics such as premium volume and loss ratios, and implemented targeted strategies to maximise outcomes. Internally, I collaborated with underwriting, claims, product, state distribution, and operational teams to ensure a seamless, aligned approach to account servicing and delivery. I helped to manage commercial negotiations, broker incentives, and service-level agreements, ensuring mutual value and long-term viability of partnerships. Additionally, I provided market intelligence to inform pricing, product development, and enterprise strategy, drawing on broker feedback, competitive activity, and emerging trends. Key Achievements: - Delivered www.startupcover.com online insurance proposition MVP in collaboration with Willis Towers Watson, an insurance proposition that offered protection for the unique risks of startup businesses. - Facilitated soft skills training workshops to help brokers elevate their value and define their CVP.
CGU InsuranceBusiness Development Manager (QLD Metro)
Jun. 2012 - May. 2015Brisbane, AustraliaI specialised in building and maintaining strong, long-term relationships as the primary point of contact for a panel of leading Brisbane intermediaries, ensuring consistent support and fostering trust-based partnerships. I was responsible for driving growth across a wide range of general insurance products, incorporating domestic and commercial risks. This involved identifying and pursuing new business opportunities to grow GWP, as well as working closely with brokers to develop effective strategies to expand their CGU portfolio and improve their overall performance. A key part of my role involved providing ongoing training and support. I delivered product updates and equipped brokerage teams with a clear understanding of our underwriting guidelines, claims processes, and risk appetite to enhance their confidence in recommending CGU to their customers. I actively managed broker portfolios by monitoring key performance indicators such as premium growth, retention rates, and loss ratios. By analysing key data and market trends, I identified opportunities for portfolio growth and ensured the long-term profitability and sustainability of our partnerships. Strategically, I documented business development plans that aligned with both regional and national objectives. I also acted as a conduit between the market and internal stakeholders, providing valuable insights to help shape product development, pricing strategies, and service enhancements. Key Achievements: - Awarded the Mick Lambert-Barker Award for Excellence in Account Service in 2015. I am the only CGU BDM to have received this award. - Awarded Excellence in Account Managements and Building Partnerships (Metro) in 2015
Centrepoint AllianceBusiness Development Executive (Hunter)
Oct. 2010 - Mar. 2012Brisbane, AustraliaI was responsible for building and maintaining strong relationships with general insurance brokers, underwriters, and broker groups across the industry. I served as the primary liaison between the funding provider and my broker panel, ensuring a seamless and value-driven experience. My role involved prospecting for (and onboarding) new brokers, driving continued engagement, and supporting their long-term success. I lead the promotion and adoption of premium funding solutions as a strategic value-add for brokers and their clients. Through targeted sales initiatives, I grew the funding book by increasing loan volumes, improving deal conversions, and identifying opportunities to cross-sell or upsell within existing broker portfolios. Education and enablement were key aspects of my role. I delivered training to brokers and their teams on how premium funding worked, including its operational and financial benefits. I also provide hands-on support with quoting tools, documentation processes, and client communications to enhance broker confidence and conversion rates. I developed and executed growth plans aimed at expanding our broker footprint and market share in Southwestern Queensland. I collaborated with internal stakeholders—such as marketing, events, and collections teams—to deploy broker engagement activities that ensured our brand was top of mind as a funding partner. I maintained a strong focus on compliance and credit risk. I ensured all funding agreements adhered to applicable regulatory and lending standards. I also supported brokers in understanding responsible lending practices and worked closely with credit teams to assess loan quality and resolve funding issues when necessary.
Centrepoint AllianceQLD Operations Manager
Sep. 2008 - Oct. 2010Brisbane, AustraliaI oversaw the full lifecycle of funding agreements—from application and credit assessment through to disbursement, repayment, and closure—while ensuring SLAs and turnaround times were consistently met. I led and developed a high-performing operations team, allocating resources effectively and maintaining service excellence for our broker partners. I managed and optimised premium funding platforms and CRM systems, driving process improvements to enhance accuracy. I ensured all operations adhered to regulatory and lending requirements, collaborating with legal, compliance, and audit teams to manage risk and strengthen internal controls. I served as the key escalation point for complex broker and client issues, working closely with sales and relationship teams to resolve challenges and uphold satisfaction. I also produced operational reports and insights on loan volumes, turnaround times, and compliance metrics to support continuous improvement and strategic planning.
Pacific Premium FundingQLD Operations Manager
Jan. 2003 - Apr. 2005Brisbane, AustraliaI oversaw the full lifecycle of funding agreements—from application and credit assessment through to disbursement, repayment, and closure—while ensuring SLAs and turnaround times were consistently met. I led and developed a high-performing operations team, allocating resources effectively and maintaining service excellence for our broker partners. I managed and optimised premium funding platforms and CRM systems, driving process improvements to enhance accuracy. I ensured all operations adhered to regulatory and lending requirements, collaborating with legal, compliance, and audit teams to manage risk and strengthen internal controls. I served as the key escalation point for complex broker and client issues, working closely with sales and relationship teams to resolve challenges and uphold satisfaction. I also produced operational reports and insights on loan volumes, turnaround times, and compliance metrics to support continuous improvement and strategic planning.
TVHNational Marketing Manager
Jan. 2002 - Jan. 2003Brisbane, AustraliaI executed B2B marketing campaigns aligned with national sales and growth objectives across the forklift and heavy machinery parts sector. I led the creation and delivery of a national product promotion calendar, overseeing graphic design, product photography, commercial printing, and distribution—ensuring campaigns aligned with stock availability and sales priorities. I identified key market segments such as warehousing, logistics, and construction, and tailored campaigns to target these industries. I analysed market trends, competitor positioning, and customer behaviour to inform planning and decision-making. I managed brand consistency across all channels, strengthening the company's position as a trusted wholesale supplier. I produced a range of marketing content, including product features, how-to guides, and case studies, and coordinated the annual development of the TVH Australasia parts manual in collaboration with the global head office in Belgium. Working closely with sales and account teams, I supported product launches, developed co-branded dealer campaigns, and created brochures and in-store marketing collateral. I also managed a telemarketer responsible for generating leads and expanding the wholesale client base. I coordinated the company’s presence at trade shows, handling logistics, branding, and post-event lead capture. I tracked marketing performance metrics such as ROI and lead conversion, using insights to refine future campaigns. Cross-functionally, I collaborated with product, and customer service teams to ensure marketing initiatives supported operational priorities and customer needs.
Queensland Wholesalers PTY LTDMarketing & Merchandising Manager
Jan. 2001 - Dec. 2001Brisbane, AustraliaI developed and executed tailored marketing strategies for two luxury retail jewellery brands, ensuring distinct positioning while aligning with the broader company vision. I protected and enhanced brand equity through consistent storytelling, visual identity, and tone across all touchpoints, including stores, packaging, and visual displays. I planned and delivered seasonal and product-specific campaigns for each brand, coordinating assets across print, in-store displays, and magazines to maintain a premium aesthetic. These campaigns aligned strategically with key retail periods such as Christmas, Valentine’s Day, Mother’s Day, and wedding season. Supporting wholesale efforts, I created impactful sales tools and POS marketing collateral that elevated the customer experience and strengthened brand presence in stores. I led go-to-market strategies for new product collections, managing promotional planning, media placements, launch events, photography, copywriting, graphic design, POS development, and creative window displays. I collaborated with shopping centre marketing managers to ensure in-store activations aligned with seasonal direction and brand expectations. A highlight of my role was executing a showcase tour featuring the $1M Diamond Bikini worn by Kristy Hinz at Australian Fashion Week. I also hosted exclusive client events with designers, stylists, and photographers, coordinating media coverage through TV, print, and radio to boost brand visibility and exclusivity. I tracked and reported on campaign performance across retail stores, analyzing ROI and sales uplift to optimize future marketing spend and refine strategies. Collaboration with design, retail operations, and wholesale buying teams was key to aligning marketing initiatives with product availability and business priorities. My work consistently delivered a cohesive luxury brand experience across all channels.
TMP WorldwideAdvertising Account Manager
May. 1999 - Dec. 2000Brisbane, AustraliaI acted as the primary contact for clients, assisting with their recruitment advertising needs and building strong relationships by understanding their requirements and responding promptly. A key client I managed was Morgan and Banks, a leading executive recruiter at the time. I helped plan and coordinate print recruitment advertising campaigns, liaising between clients and internal teams—including creative, media buying, and production—to ensure campaigns ran smoothly and deadlines were met. I managed the booking, placement, and scheduling of job advertisements, ensuring accuracy of ad content, pricing, and client approvals. I tracked and reported campaign performance to clients, providing insights on metrics such as applications and cost efficiency. I supported senior account executives and managers with upselling additional advertising products and premium placements, preparing proposals and quotations to nurture strategic relationships. I also attended industry events to strengthen client connections and stay informed on market developments. I monitored industry trends and competitor advertising strategies to help shape client recommendations and optimise campaign effectiveness. Additionally, I handled daily administrative tasks such as invoicing, data entry, and maintaining client records to ensure smooth operational processes. Overall, my role focused on coordinating recruitment advertising campaigns, supporting client needs, and ensuring effective communication between all stakeholders to help attract the right candidates for job vacancies.
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