Requests
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Network Power<100 people
Roles
🧑💼66%
C-level Executive
💰50%
Investor & VC
🔥50%
Startup Founder
Geos
🇦🇺50%
Australia
🇧🇷16%
Brazil
Work Background
Wirely DTSCEO
Aug. 2022 - Jan. 2024AustraliaHead-hunted to join Wirely and help the founder and investors scale the early-stage startup.
An exciting pre-seed company solving a real pain in the hospitality space. Besides improving internal systems, team communication and processes I achieved some impressive milestones in my first 12 months as CEO.
- Raised a pre-seed funding round of $1M+ - Achieved product market fit in less than 12 months
- Grew revenue by 4x - Improved cash burn by over 50%
- Improved ACV by 25%
- Improved CAC by 5x
- Improved onboarding times by 300%
- Improved time to first value by 100%
LivenHead of Customer Success
Nov. 2021 - Jul. 2022AustraliaI was hired to develop and scale Liven’s first Customer Success Org for their quickly scaling startup.
- Created the Customer Success function and org for Liven’s quickly scaling startup
- Strategised and built a go-to-market plan for launching a new department within the business organisation
- Doubled the team within 6 months in multiple cities
- Implemented new and improved CRM to increase engagement and service for Liven’s customer base
- Owned retention revenue on Liven’s Executive Team
StriveLabFounder
Oct. 2020Sydney, Australia · RemoteI partner with business owners to create and execute winning growth strategies. Leveraging my expertise to help them scale their products and companies with speed and precision.
iUgisGlobal Head of Operations
Dec. 2019 - Jul. 2021Sydney, AustraliaI was head-hunted to develop and scale a Customer Success and Operations Orgs for iugis. Move an early-stage Green Tech company towards an efficient, scalable tech-style business.
I lead the entire post-sales customer lifecycle at iugis; project roll-out, implementation, onboarding, training and support as well as servicing and maintenance.
- Developed and implemented processes and systems for three large business units
- Hired and grew a team from 20 to over 50 people across 5 different countries
- Coaching and mentoring managers and team leaders to ensure a top-of-mind strategy is setting the business up for scale - Successfully onboarded large customer groups like Harris Farms, Woolworths, ALH Hospitality and more.
AssignarGlobal Director of Customer Success
Mar. 2019 - Nov. 2019Sydney, AustraliaI was promoted to Director of CS and lead retention for the North American and ANZ regions. The role enhanced my passion for building customer-centric teams as Assignar experienced fast-paced growth.
- Doubled the APAC and North American teams to keep up with customer acquisition.
- Formulated a successful health scoring system to help drive focus and upsell around customer retention.
- Successfully migrated to a new CS platform and established a robust process for handover from sales to customer success
- Improving adoption rates in the onboarding phase to over 80%. - Reduced gross churn to less than 10% from 15% in 18 months.
- Coached and mentored a high-performing distributed team with an attrition rate of less than 5% in the 2 years.
AssignarHead of Product and Customer Success
Oct. 2017 - Mar. 2019Sydney, AustraliaAs employee #13 I was hired to build and scale both the Customer Success and Product functions at Assignar.
- Reported directly to the founders, CEO and CTO, with overall product vision and customer retention strategies.
- Implemented agile sprint cycles and engineering processes to improve the product release cadence by more than 50%
- Developed and implemented Assignar’s first Customer Success strategy
- Hired two new customer success managers in my first three months, doubling the team
- Helped the founders raise a successful Series A capital raise in Denver, USA
- Successfully set up a starting team in the USA to be ready for expansion and scale in a new region
HealthshareProduct Manager
Mar. 2015 - Oct. 2017Sydney, AustraliaHired as employee #20 and Healthshare’s first Product Manager and launched a V1 telecommunication platform.
- Proved the feasibility, of a new, secure communication platform for the health industry
- Spearheaded the activities of a cross-functional team of more than 10 people, including full-stack developers, front-end developers, UX and UI designers
- Acting Scrum Master for the development team including running daily scrum, sprint reveals sprint retrospectives and sprint planning
- Successfully shipped Healthshare’s ConnectMe product - a secure communications platform for Australian Health Professionals
Betway.comCountry Customer Relationship Manager
Oct. 2013 - Jul. 2014London, United KingdomBetway is a leading Online Gaming and Betting company operating throughout Europe. •Utilised promotional events and marketing materials to increase customer retention by understanding the end-to-end customer profile to establish brand loyalty
•Analysed customer data, i.e. spend patterns and customer life cycle information to promote the most effective campaign
•Recommended changes to campaigns to streamline target markets and justify promotional budget based on player spend and loyalty
•Effectively managed diverse stakeholders across all levels within the organisation and externally, i.e. marketing, media buying, Directors of Company, Call Centre agents, compliance
•Planned and presented quarterly customer spend outcomes and projected future quarterly spend targets to Directors of Betway
Betway.comSenior VIP Executive Host
Sep. 2010 - Sep. 2013London, United Kingdom•Managed a portfolio of 80-100 biggest spending (VIP) customers to retain loyalty and wallet share •Managed a diverse customer base and across countries which included Canada, Australia, UK and many English-speaking customers from around Europe.
•Superior Relationship management of VIP Customers through effectively analysing spend patterns and ensuring customer satisfaction by building personal relationships by giving an online world a more personal feel and human “face”
•Utilised customer insights to provide targeted promotions to ensure continued loyalty •Effective internal stakeholder management across Events Team and loyalty & promotions team
•Provided feedback and input to loyalty team on competitor VIP programs to continually ensure VIP Customer loyalty
•Planned and executed large events with 10-20 customers to further develop the relationship building experience
Win TechnologiesAffiliate Marketing Manager
Mar. 2009 - Sep. 2010London, United Kingdom•Planning, developing and executing marketing programs that support and recruit new affiliates.
•Utilised an in-house SEO (Search Engine Optimisation) team in order to understand website rankings and Google analytics.
•Acquired new affiliate partnerships from the web and negotiated deals based on the value of customers •Created and managed online marketing and media buying campaigns from all over the world to acquire customers (new online casino players)
Aquazania (Pty) Ltd.Franchisee
Jun. 2007 - Dec. 2008Centurion, Pretoria & Johannesburg•Built a client base through new customer strategies each day and maintaining relationships with current customers •Market research on corporates and private buyers to ensure top of mind in a quickly growing market
•Signed up approximately 25 corporate accounts monthly and 20-25 private customers
•Created monthly P&L reports with the Franchisees •Designed and implemented sales and marketing strategies to increase brand awareness and sales
•Established networks and a solid referral program for continued growth
•Ensured smooth running of daily operations and deliveries
JGPF Restaurant Technologies CCCo-founder and Chief Operations Officer
Mar. 2006 - Jun. 2007Johannesburg Area, South AfricaPaging solutions for the hospitality industry. Coffee Machines and Coffee Distribution for corporates and private homes. • Set-up and registration of new company.
• Business planning.
• Creating and implementing a sales and marketing strategy.
• Importing and distribution of new products.
• Market and competitor analysis.
• Retail store management.
• Daily running of the business.
MastrantonioRestaurant General Manager
Jan. 2004 - Jun. 2005Johannesburg Area, South AfricaGeneral Manager
• Daily running and maintenance of the restaurant
• Recruiting and training for waiters and kitchen staff.
• Managing and motivating staff during shifts.
• Maintaining brand awareness and performance.
• Maintaining food and service standards set by franchisors.
• Strategic planning and day to day management activities.
• Taking responsibility for business performance and profitability of the restaurant.
• Organising promotional events and marketing opportunities.
• Menu planning.
• Setting budgets and budget management.
• Checking stock levels and ordering supplies.
• Crisis Management
• Left to start my own business – JGPF restaurant Technologies CC.
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