Brendon Ward

• Deliver key customer journey touch points, primarily throughout the rethink and recover stages, utilising data and insights to develop meaningful initiatives that contribute across the value chain. Particularly programme delivery of

- Self Service of returns functionality

- Implementation of CSAT

- Quality assurance, fraud and risk/compliance functionality

- Co-Delivery of new ecommerce sites

- Integration of My Pet Warehouse and Best friends Pets acquisitions in to the Petstock Group ecosystem

• Redesign of Customer and Pet incident management, via insurance management
• Responsible for all customer contacts through the various functions; calls, chat, email, Voice of Customer (VOC) (NPS/CSAT/CES) & Loyalty across 15 Petspiration Brands in Australia & New Zealand; PETstock AU/NZ, My Pet Warehouse, Best Friends Pets, Pet.co.nz, OurVET etc.
• Managing key partners & stakeholders across the brands and value chain; Supply chain, eComms (digital), Marketing, Legal and third parties; ZenDesk, Amazon AWS etc.
• Remit extends to functional operational teams, such as escalations & complaints, quality assurance, VOC, fraud, incident management, digital adoption, operational project delivery, retail support, data analytics & insights.
• Full P&L development and responsibility

• Prioritise, deliver, and lead strategic and tactical initiatives for IMA that drives, delivers and aligns to the IMA strategic business plan for RACV, IMA and IAG

- Regulatory changes (risk & compliance)

- Growth initiatives (growth & retention)

- COVID initiatives (Vulnerable customers & financial assistance)

- Customer Journey Programmes (digital adoption, acquisition and claims)

• Partnership custodian senior stakeholder demonstrating a leadership partnership mindset that advocates for RACV and its members by influencing and aligning stakeholders, whilst ensuring appropriate resourcing and funding are obtained
• Responsible for a major project; Project CSL is the strategic transfer of multiple IAG portfolios via an economic transaction and brand transition to the RACV business in excess of 150,000 customers and $100mil GWP
• Ensuring IMA & RACV’s regulatory requirements under the revised insurance code of practice were integrated in to the business and compliant through various operational guardrails.

• Prioritise and manage strategic & tactical initiatives for IMA that drives results for RACV, IMA (Insurance Manufacturers of Australia) and IAG that deliver on growth, customer value propositions and customer experience via growth strategies, market sizing, VOC program (NPS) and go to market plans
• Relationship custodian stakeholder demonstrating a leadership partnership mindset that advocates for RACV and its members
• Product proposition management of the RACV insurance suite; Home, Motor and Lifestyle & Leisure.

• Retail Sales and Operations (RACV)
• I was responsible for the sales and service distribution of RACV’s diverse product line, insurance, emergency road and home products, through to travel, ticketing, and related merchandise
• Management of RACV’s Retail network extended across 13 stores, 6 agencies throughout Victoria and other core functional support teams, which was inclusive of 100+ FTE., Responsible for the operational distribution of insurance products and services through the retail network
• Thus, including the people and performance management of approximately 100+ FTE across 13 retail stores, 6 third-party agencies, and support functions
• Foster, Nurture and develop key stakeholder relationships including third party relationships to develop RACV’s community development strategy through the retail network strategy
• Delivery of strategic corporate direction to be delivered over the next 3 years that aligns with RACV core values through to the retail network.
• Ability to influence key stakeholders to culturally change from end-to-end business functions to a functional model to encapsulate cohesiveness and agile business improvement processes
• Develop and implement a consistent, innovative and customer centric retail shop design to take RACV into the future and deliver on the corporate strategy, driving by member advocacy (NPS) data and insights
• Consistent growth network performance, inclusive of product growth up to 300% YOY
• Project management of the retail network branch revitalisation; 4 redevelopments and 1 new branch location.

• Customer Development, Victoria and Tasmania (Apia/CIL)
• Previously within the Suncorp Group I was the State Manager for Customer Development, responsible for the sales, service distribution and development of insurance products (general and health insurance) across Victoria and Tasmania
• This extended to 7 branches and 150 partnerships with 40+ FTE
• Through COVID the RACV retail network was temporarily closed, fortunately through a joint venture (JV) I undertook an opportunity to take a secondment with IMA within IAG
• I was responsible for the strategic partnership; business strategy and customer value proposition between IAG and RACV, IMA as the Partnership Strategy and CVP Specialist
• Post this role I was the Senior Partnership Delivery Specialist, responsible for managing the RACV Partnership delivery of key strategic and tactical initiatives that enable outcomes aligned to the IMA & RACV business plans and ensuring they were operationalised through joint venture operational rhythms., Customer Development VIC/TAS, APIA/CIL, :
• Development of the brand awareness strategy within regional Victoria and Tasmania through community initiatives, events, and sponsorship through the business development function
• Responsible for customer contact centre distribution via 7 branches across Victoria and Tasmania; 3 Branch Managers, 2 Business Development Managers and 40+ Sales Consultants to drive sales performance that contributes $150 million GWP to the national branch network revenue
• Distribution relationship management of Apia’s white label private health insurance via NIB
• Business development management of the commercial dealer and manufacturer account portfolio, which includes 150 accounts across Victoria and Tasmania within the Caravan and RV Industry and over 50’s Partnerships for Apia and CIL
• A 6-month secondment as the National Sales and Service Manager whom responsibilities covered 2 contact centres in Adelaide and Gosford extending to 300+ FTE.