Innovation Manager

From 2020 onwards, I’ve been a senior leader managing innovation, marketing, channel partners, change management, customer experience and employee experience programs at AGL Energy Real Estate Sales business.

Senior Leader

• Lead, coach and develop people, building strong capability across multifunctional teams
• Manage staff onboarding, induction, development and engagement framework and processes

Marketing, Channel and Change Management

• Manage B2B and B2C communications, marketing pipeline and support events planning
• Deliver change pipeline across marketing, systems, product launches and organisational change
• Drive product and customer growth through effective relationship management with retail partners
• Manage tenders, contractual negotiation and onboarding for new partners and whitelabel brands
• Content management lifecycle across brand, product and legal teams, internal and external
• Support onboarding real estate offices (referral partners), training and retention programs
• Strong compliance and understanding of energy, financial, telecommunications regulatory frameworks

Customer and Employee Experience

• Improve overall customer advocacy, driving brand awareness and driving sales conversion
• Embed Human Centred Design (HCD) practices and User Experience (UX) principles
• Manage Net Promoter Score (NPS) surveys and customer insights
  Read my Legendary Customer Success story
• Manage employee Net Promoter Score (eNPS) processes, engagement and change management