Auckland, Auckland, New Zealand
Strategic, calm, commercially proven. I connect product, data, and service so the revenue side works -- customers looked after properly, ops running clean, brand holding together. 15+ years with multiple APAC and US brands across CX, digital, and commercial ops. Now GM Digital at Wilson Parking NZ, where I own the full stack: strategy, platforms, data, delivery, partners, and risk. What I'm focused on right now: getting a modern digital foundation in place, making the customer experience feel personal without overcomplicating it, and making things easier for both customers and the teams who serve them. If you're building in mobility, payments, or customer platforms -- happy to talk
I lead WPNZ’s digital transformation strategy and delivery. Including customer platforms, data and AI.
Partnering with the SLT on business-wide transformation across debt recovery, AI-assisted support/triage, and on-site customer experience—designing future-state workflows, digitising manual processes, and leading cross-functional delivery to improve cash flow, cut time-to-resolution, and lift CX and operating efficiencies.
Personal project where I am writing a newsletter that provides actionable insights and proven methodologies for CS professionals seeking tangible results. Each edition focuses on implementation-ready strategies that address real challenges in customer retention, expansion, and satisfaction.
Led AM, Customer Success, and Professional Services for Plexure’s global mobile loyalty platform (serving hundreds of millions across 60+ markets, primary partnership: McDonald’s). Drove revenue stability and expansion, stood up cash-flow and receivables improvements, rolled out PLX Analytics across 25+ countries, and embedded NPS/CES to lift client satisfaction.
Executive owner for global CX, AM, CS, and Professional Services across NZ, Europe, and Japan (17 directs). Scaled delivery quality, implemented a customer health framework company-wide, and supported the McDonald’s mobile ordering rollout, improving retention, adoption, and commercial outcomes.
Built the enterprise account management operating model and led a strategic global account. Launched Jira/Zendesk workflow optimisation, deployed analytics to drive product adoption and new recurring revenue, and set foundations for cross-functional delivery at scale.
Led CX transformation for enterprise clients, turning VOC/NPS insight into measurable commercial wins. Won CSIA Customer Service Project of the Year 2018 (icare), generated ~$4.2M AUD in NPS BI and reporting, and delivered top-tier outcomes: icare 30+ NPS across touchpoints, TSB Bank ~75+ NPS, Ray White 50+ trans-Tasman.
Owned strategic CX programs for enterprise accounts, building data-driven frameworks that scaled across markets. Grew revenue through expansion, established foundations for later award-winning programs, and led high-performing CS teams to consistent delivery.
Led telecom optimisation projects and the Mobile Administrator program for Spark enterprise fleets. Standardised delivery to cut mobile-fleet costs by ~22%, lift project efficiency ~30%, and maintain 95%+ renewals.
Owned a $3.5M portfolio across 30 enterprise accounts for Spark Business, tailoring solutions to improve operations and reduce spend. Hit quarterly targets with 100% client retention and expanded service adoption.
Ran a 4-person retail team and day-to-day operations. Exceeded KPIs in 9 of 12 months (80%+ in the rest), ranked top 20% for revenue, and sustained high customer satisfaction.