Alison Smith

Embarking on a year-long adventure with the family through Southeast Asia and Europe, wearing the hats of teacher (for our 10 and 8 year old) and Chief Logistics Officer. From orchestrating daily travel to creating hands-on learning experiences, we immersed ourselves in new cultures, gained fresh perspectives, and had a blast navigating life on the road together.

As the Operations Director for the Digital Experience Global Team at MediaMonks, I led the Digital Experience capability and was responsible for operational strategy and efficiency, customer delivery, workforce planning, team leadership, and performance across multiple regions and markets. I managed teams of over 120 professionals across eight countries, overseeing a portfolio valued at $20 million per annum.

Key Responsibilities

• Directed overall business operations, with accountability for financial performance, operational excellence, and team leadership.
• Leadership and mentoring of employees including People and Culture initiatives
• Managed budgets, forecasting, revenue assurance, and profitability drivers with full P&L accountability.
• Implement efficiency and margin-improvement initiatives across People, Process and Technology
• Defined Operational Strategy and execute initiatives
• Led global project delivery functions
• Directed resource management and hiring for a distributed 120-person workforce, optimizing utilization, capacity, skill mix, and productivity.
• Provided team leadership, coaching, and mentorship to senior managers and delivery leads, fostering professional development and a high-performance culture.
• Championed people & culture initiatives, supporting engagement, collaboration, and continuous improvement across global teams.
• Led business performance reporting and executive reviews

Achievements:

• Increased operational margins through improved delivery efficiency, financial governance, and optimized workforce planning.
• Improved organizational engagement and cross-regional alignment through refreshed leadership development, communication, and culture initiatives.
• Reduced operational costs while maintaining service excellence by refining vendor strategy, streamlining processes, and introducing automation/tooling improvements.

Owner of the relationship between BizTech and a portfolio of strategic accounts to ensure customers were extracting value and growing their partnership with BizTech.

• Strategic client relationship management

• Establish and Manage governance across Customer and BizTech

• Share best practices

• Assessment of customer satisfaction

• Oversight of BizTech resources deployed onsite at customer

• Drive customer upsell and renewals

Key Accomplishments include:

• Establishment of the Customer Success Group for BizTech

• Grew BizTech team by 100% on strategic accounts

• Exceeded 100% renewal attainment

• Strong Customer Satisfaction

Technology advisor to a set of Enterprise Accounts, driving value through collaborating with Business and IT Decision makers on their Technology vision, and ongoing engagement through the development lifecycle to drive deployment and adoption of Microsoft products.

• Building trusted relationships with Business Decision makers and IT Decision Makers

• Orchestrator of Account Executives, Specialist Sales and Partners to upsell, cross sell and drive adoption at clients

• Developing a technology roadmap with the customer

• Drive adoption and sustained usage of Microsoft solutions

• Orchestration and key input to Customer Success plans

Key Accomplishments include:

• Exceeded 100% Consumption attainment for O365 workloads and Azure

• Exceeded 100% Revenue attainment

• Strong Customer Satisfaction scores

• Integral to KPMG’s adoption of Office, Skype for Business, Windows 10 and new devices for 5,500 employees

• Key driver for Aurecon’s adoption of Office, Skype for Business and Yammer for 8,000 employees • MYOB Yammer, Sharepoint, OneDrive for Business adoption

• Planning and hosting of Executive Briefing in Redmond for KPMG executives which led to future wins

To lead the change for the acquisition of True Local, an online directory of Australian businesses.

• Business Impact Assessment for the acquisition and integration of True Local into the Sensis business. Impact assessment completed for Sales, Production, Customer Care, Finance, HR, Legal and True Local

• End to end customer scenarios and process maps for Yellow Pages and True Local advertisers

• High-level change and adoption plan

To digitally transform the way ANZ delivers its Institutional research, replacing PDFs with targeted digital content and increasing productivity. The new online community connects over 16,000 employees and 12,000 investors across more than 60 countries with over 2 million real-time notifications a quarter

• Executive engagement with Business and IT Decision makers

• Represent the voice of ANZ Live. Demonstrations and cross-sell of solution to other business areas, internal executives and external clients

• Project Steering Committee chair consisting of Head of Strategy, Head of Brand, Chief Economist, Research, IT, Legal, Security and other key Institutional staff

• Statement of work and commercial execution

• Vendor management

• Management and execution of User Adoption strategy including Change, Communications and Training to Marketing Team, Economists, Relationship Managers and External clients

• Proof of Concept Strategy, execution and usability testing to external clients

• Deployment strategy and execution

• Business Process design with an emphasis on Customer Experience

Specialising in Business Engagement and Project Delivery for the Telstra Learning Academy, Telstra Transformation, and NAB AU and UK.