Queensland, Australia
A skilled executive with 25+ years’ experience in Commercial Management, Sales & Distribution, Customer Service and Operational Excellence within the Airline & Hospitality Industries. An outstanding reputation for delivering results, engendering trust and building effective relationships with clients, suppliers and colleagues whilst driving profitable business transformation both domestically and internationally. A motivating leader with proven capability in turning strategies into realistic, achievable actions. Uniquely skilled in multiple disciplines including; Leadership & Team Building: Customer Service Strategy: Change Management: Operational Effectiveness: Marketing & Sales: Project Management: Business Process Improvement: Strategic Planning & Implementation: Most recent achievements as Vice President Customer Service & Loyalty, Wyndham Vacation Resorts Asia Pacific, include the deployment of a customer experience strategy, with process, standards, training and recruitment elements that has reduced productivity costs, enhanced owner engagement (measured via NPS) and driven improved sales through increased loyalty. Significant career achievements include the integration of Australia’s low cost airline Jetstar into the global Qantas Sales and Distribution network, the establishment of the largest Corporate Travel Management provider in Australia and delivery on customer service and loyalty strategies leading to double digit NPS improvement. As Qantas General Manager Direct Channels, responsible for multi million dollar direct sales channels, call centre operating costs reduced by 19% and channel- shift targets in excess of 20% exceeded. Recognised for people management, operational expertise and as a critical co-ordinator of the Qantas Commercial Crisis Management Team.
Development and execution of sales and marketing strategies for the Queensland Region and broader Australian Markets to achieve Emirates National revenue and market share targets. Key spokesperson and representative for the Airline at multiple levels of Industry, Corporate and Government. In addition, National Account Management of Emirates’ largest Global Account, Flight Centre.
Developed, implemented and managed strategies and the associated operational departments to engage, service and recover Owners within the Worldmark Vacation Ownership Program, driving sales, increased product use and growth in advocacy. Responsibilities progressively expanded to include accountability for all revenue management, sales and marketing activity for the Wyndham Hotel Group Australia, Asia and South Pacific with a primary emphasis on driving increased hotel occupancy and revenue. Responsibilities included; -Development and delivery of customer loyalty strategies -Operational effectiveness for all customer contact points including Reservations, Outbound Servicing, a full service Travel Agency and Education/Training - Revenue Management, Sales and Marketing activity for the Wyndham Hotel Group Australia, Asia and South Pacific -Leadership/Team Building -Financial and Legal compliance Key Achievements; Introduced standards, training programs, system improvements and communication mediums which not only enhanced the customer experience, as evidenced through reduced complaints and improved NPS (increased 46 points over 18 months) but avoided year on year manpower increases. Established of a short term letting strata scheme, inventory plan and opening schedule for Wyndham’s latest hotel entrant, Wyndham Hotel Melbourne. Developed a compelling offer and negotiated with apartment owners (50% off shore) to engage in the Hotel's Strata program (provided hotel inventory at nil Capital cost to Wyndham). Successfully managed and mentored a newly formed sales/marketing team to expand Wyndham’s Hotel Group reach, brand and revenue generation. Transitioned an exit Sales Product into an opportunity for future conversion through the introduction of a targeted relationship and marketing program Developed a leadership team which is highly efficient have strong business acumen, people management skills and are highly valued.
Engaged by Qantas Airways to establish a global 24/7 centralised call centre operation in Auckland New Zealand to service their American, UK and European markets to reduce operating costs and enhance service.
Managed the strategic and operational direction of Qantas’ direct global distribution channel, incorporating 7 major consumer and 8 corporate call centres, 17 national retail shop fronts, Qantas.com backend fulfilment and a Business Travel Sales Team (QBT). Responsibility for 2000 + direct sales and service FTE in Australia & New Zealand and indirect responsibility for over 250 off shore FTE. Revenue target in excess of $1b pa and expenditure in excess of $120m pa. Delivered short and long term strategies which improved profitability, delivered customer service excellence, enhance people engagement and held accountability for commercial emergency planning and response.
Reduced Direct Channel cost of sale by 2.5% through the implementation of technology, process and policy initiatives supported by organisational change.
Used as a reference for the customer experience on the initial feasibility for the establishment of Jetstar,a new entrant into the Australian Airline market. Project managed Jetstar's integration into the global Qantas Sales & Distribution network including the development of a strategy for successfully migrating 150,000 passengers from Qantas to Jetstar in an environment where technical systems were not aligned,