Head of Client Performance

Dates: Mar 2016 – Feb 2017                                   

Company: CXA (Customer Experience Agency)

My role at CXA was created to ensure the strategies set for every client were executed on time and on budget. This role was responsible for championing every client’s brand together with the implementation of strategic and tactical customer experience and marketing plans.  I was also part of the Senior Leadership Team.

My client list included;

  1. Credit Union Australia (CUA)
  2. Brisbane Heat
  3. Queensland Cricket
  4. The Coffee Club
  5. Ribs and Rumps
  6. Business and Skilled Migration Queensland
  7. Sleepy’s
  8. Trade Investment Queensland
  9. Watt Realty
  10. Little Birdee
  11. Netball Queensland
  12. Infocus Wealth Management
  13. Charlton Brown

 CXA Key Achievements Snapshot:

  • Achieved 400% growth for new client expenditure
  • 100% client retention
  • Successfully established a successful client performance framework for CXA
  • Launched the CUA brand TVC in a 2-week timeframe from launch to on-air date
  • Helped launch the world first Virtual Reality app for Brisbane Heat before the BBL|06 season commenced

 Customer Experience Achievements:

  • Created outstanding fan engagement and game day results for Brisbane Heat BBL|06 season.
  • Introduced CUA as the principal sponsor of Brisbane Heat and achieved outstanding results for brand awareness during game day.
  • Developed customer personas, customer journey maps and customer experience frameworks for The Coffee Club, Sleepy's, Ribs and Rumps, and Business and Skilled Migration Queensland.

Brand & Marketing Achievements:

  • 3000% growth in Ribs and Rumps social channels after the development of a clear Customer Experience Framework and content plan
  • Created new customer promise and brand positioning for Ribs and Rumps
  • Created ‘The Tribe’ loyalty app and program for Ribs and Rumps
  • Created and implemented a robust email marketing framework for Ribs and Rumps that resulted in open rates and click-through rates 50% above industry standard
  • Successfully launched a new website for Ribs and Rumps
  • Successfully launched the new website for Business and Skilled Migration Queensland https://migration.qld.gov.au/
  • Invigorated The Coffee Club’s social channels by introducing more engaging video content
  • Implemented successful digital campaigns for Roost Australia using SEM tactics to generate robust sales.
  • Developed and implemented SEO, SEM and Content strategies for BSMQ, The Coffee Club and Ribs and Rumps.