Body CatalystChief Experience Officer
Jun. 2021 - Aug. 2022AustraliaCXO / COO of Australia’s largest body shaping and wellness company spanning 40 clinics across ANZ. Multi-site retail, second in charge to the CEO/Founder. The CXO is responsible for providing leadership guidance and oversight to Marketing, People & Enrichment and Retail Operations/Training. Retail Operations (doubled in clinic numbers, built a national training team)
People & Enrichment (guided the business through Lockdowns, succession and retention planning)
Marketing (expanded to NZ and instigated insight driven marketing) Responsible for the representation and experience of the brand internally (for team members at all levels of seniority); and externally (for clients, embracing a customer-first philosophy at every client interaction). The role brings to life the company’s vision and values in tangible ways that serve the business, specifically in delivery against the company KPIs. The CXO has both a ‘big picture’ (macro) orientation - staying across trends, market movements and opportunities to enhance business outcomes; as well as an ‘internal’ (micro) orientation being the voice of culture that can be applied to enhance the team member experience and how they deliver against their goals. Specifically:
Executive leadership including fostering open communication between department leaders to collectively achieve business results Monthly Town Halls Ensuring client experience, interactions and exemplary levels of service Brand awareness, impact and delivery aligned with retail sales objectives Human resource functions including staff retention, succession planning and recruitment Training and internal leadership development
Brand cultural beacon
Driver of annual planning and reviews
Leadership oversight of cross- functional delivery for any major business initiatives including automation
