Annika Lowry
Sydney,NSW
Summary
Senior Executive with extensive experience in the Australian property industry, focusing on strategic customer experience across multiple asset classes. Successfully led initiatives that transformed customer engagement and established a culture of customer centricity within organisations. Proven ability to inspire and manage national teams while effectively communicating strategies to Board members. Recognised for innovative thinking and a collaborative approach to leadership.
Overview
31
31
years of professional experience
Work History
Freelance Consultant - Customer Experience
Bird in Hand Consulting
01.2016 - Current
- Servicing the property development, retail, and real estate sectors in customer experience, community engagement and well-being, marketing, and brand.
- Defined project scope, objectives, and deliverables, and developed strategic plans addressing specific challenges and objectives for various clients, notably including CBRE-Dexus, Cbus Property, Avid Property, Ipoh, and Belle Property.
- Proposed service solutions and delivered programs, experiences, and events for well-known projects, including Newmarket, Randwick, the QVB, and the Strand Arcade.
- Successfully launched the Community Wellbeing and Engagement strategy that fostered connectivity and inclusion (digital and physical) for office tower residents at 100 Mount Street, North Sydney, with greater than 85% uptake.
National Customer Experience Manager
Leighton Properties
01.2014 - 12.2015
- Designed and executed the first customer experience strategy for Leighton Properties' apartment portfolio.
- Launched the first resident engagement program to promote community connection and well-being, including engaging local partnerships.
- Influenced stakeholders to fully adopt strategy, enhancing business focus on customer centricity.
- Established and trained a national Customer Experience team, and developed service delivery partnerships for scalability.
- Implemented the Salesforce CRM platform across the organisation to improve customer interactions.
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Successfully improved customer satisfaction, reduced complaints, legal conflicts, and settlement delays, resulting in immediate cost returns. (as measured from project to project).
National Manager, Customer Trade Marketing
Stockland Commercial Property
04.2011 - 12.2013
- Executed Stockland's first strategic trade marketing initiatives amid a challenging retail climate, including the GFC and the introduction of global access to online retailing.
- Analysed customer feedback, market trends, and customer data to identify strategic opportunities.
- Cultivated large-scale events and thought-leadership programs to elevate engagement with national retailers.
- Improved market perception advanced Stockland from fifth to third in the 2011 Customer Satisfaction Survey.
- Maintained retail occupancy rates of 99% while increasing operating profit by eight percent.
- Secured long-term retail leases valued at $2.64 million through first-ever trade marketing events generating 770% ROI.
- Shortlisted for both National and International marketing industry awards for trade event concept and delivery.
National Manager, Retail Customer Experience
Stockland Shopping Centres
06.2008 - 03.2011
- Developed the first customer experience strategy for the Stockland retail portfolio, covering 43 national shopping centers, which included extensive engagement of stakeholders to secure buy-in and strategy adoption.
- Created a comprehensive change management plan with KPIs, performance metrics and employee training for customer experience, including implementing Voice of the Customer programs.
- Developed programs that fostered inclusion, including International Day of People with a Disability, and their experience within our centers, and utilised customer feedback and Net Promoter Score to drive continuous improvement initiatives across the portfolio.
Customer Transformation Project - Business Lead
Stockland Corporate
09.2007 - 05.2008
- Key business lead for Stockland's major customer transformation project with consulting firm Cap Gemini
- Engaged extensively with senior business leaders to map current customer experience across five siloed divisions.
- Identified service model solutions with potential benefits of $30 billion to $45 billion.
- Received Peter Daly Fellowship Award from Stockland Board, facilitating meetings with top property developers in Dubai and UK to identify world class service solutions.
NSW Customer Relations Manager
Stockland Residential Land
11.2003 - 09.2007
- Established the inaugural Customer Experience strategy for Stockland, adopted nationally across the residential land business, which included establishing a team of customer service professionals to enhance service delivery.
- I pitched the concept of customer centricity to the business through compelling global business case examples from outside the industry, and was awarded the Housing Industry Association Award for the most impactful customer experience (2006, 2007, and 2008).
Various Positions Held
AVJennings Homes
02.1994 - 10.2003
- Customer Service Representative
- Executive Assistant to CFO
- Accounts Payable clerk
Skills
- Experienced customer experience strategist
- Creative thinker
- Analytical and able to translate insights and data into solutions
- Collaborative stakeholder engager
- Impactful communicator, influencer and change manager
- Inclusive team leader
- Strong business acumen with planning, forecasting, and budgeting experience
References
References available upon request.
Timeline
Freelance Consultant - Customer Experience
Bird in Hand Consulting
01.2016 - Current
National Customer Experience Manager
Leighton Properties
01.2014 - 12.2015
National Manager, Customer Trade Marketing
Stockland Commercial Property
04.2011 - 12.2013
National Manager, Retail Customer Experience
Stockland Shopping Centres
06.2008 - 03.2011
Customer Transformation Project - Business Lead
Stockland Corporate
09.2007 - 05.2008
NSW Customer Relations Manager
Stockland Residential Land
11.2003 - 09.2007
Various Positions Held
AVJennings Homes
02.1994 - 10.2003
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