Chloe Fore
Manly
Summary
With a strong focus on data-driven insights, and a passion for customer experience, I take a strategic approach to improve customer satisfaction and engagement using CRM workflows and customer journey mapping.
My key achievements include:
- The successful relaunch of OAC family surveys and follow-up process, resulting in both improved response rates (+5%) and overall NPS (+9).
- The design and implementation of the end-to-end customer journey for Back-Up Care, a new business stream for OAC that provides care solutions for working families and drives growth for the organisation.
- Key stakeholder in the CRM transformation project transitioning from Childcare CRM to HubSpot.
Overview
16
16
years of professional experience
Work History
Customer Experience Specialist
Only About Children
Sydney, Australia
01.2022 - Current
- Managing the design, build and implementation of family customer journeys from Lead to Enrolment
- Ongoing development of customer journeys for the 'Back-Up Care' stream of the business
- Proactive management of internal processes and CRM automation to uplift ways of working
- General CRM workflow and data management
- Documenting processes and customer journey mapping
- Creating CRM reports and dashboards to support various functions across the business
- Providing insights through data analysis of customer trends to inform strategic decisions
- Cross-functional collaboration with sales, customer service, marketing, technology and operations to ensure seamless customer experiences and strategies that drive engagement and business growth
- Key lead in delivering annual customer-facing projects across 80+ campuses, such as fee review and school leavers transitions
- Building and maintaining strong stakeholder relationships
Enrolments Specialist
Only About Children
Sydney, Australia
05.2017 - 01.2022
- Pipeline management from the start to end enrolment sales cycle
- Responsible for the occupancy of seven campus locations across the NSW City/East Region within the OAC portfolio
- Providing exceptional sales and administrative support from Lead to Enrolment
- Commercial and occupancy forecasting for campuses across the portfolio of campuses
- Achieving 95%+ occupancy across three campus locations
- Implementing the QikKids upgrade and QK Enrol Feature in collaboration with various senior stakeholders
- Creating CRM automation to ensure effective and efficient communications with families
- Successfully launched ‘Book a Tour’ feature on the OAC website
Career Break
Travel and Short Term Roles
01.2016 - 05.2017
During this time, I left the UK for Australia and travel. During this time I completed my regional farm work and short-term contract roles in between trips
Sales Support Representative
Bibliotheca
Cheadle Hulme, UK
07.2015 - 12.2015
Marketing Assistant
Bibliotheca
Cheadle Hulme, UK
08.2013 - 07.2014
Retail Sales Assistant
Warehouse Fashion
Sheffield, UK
11.2012 - 07.2013
Spa & Gym Receptionist
Marriott Hotels
Manchester, UK
10.2008 - 02.2011
Education
Bachelor of Science - Events Management
Sheffield Hallam University
05-2015
Skills
- Customer journey design
- CRM management
- Data analysis and reporting
- Stakeholder relationship management
- NPS improvement
- Cross-functional collaboration
- Project leadership and execution
- Strategic thinking
Timeline
Customer Experience Specialist
Only About Children
01.2022 - Current
Enrolments Specialist
Only About Children
05.2017 - 01.2022
Career Break
Travel and Short Term Roles
01.2016 - 05.2017
Sales Support Representative
Bibliotheca
07.2015 - 12.2015
Marketing Assistant
Bibliotheca
08.2013 - 07.2014
Retail Sales Assistant
Warehouse Fashion
11.2012 - 07.2013
Spa & Gym Receptionist
Marriott Hotels
10.2008 - 02.2011
Bachelor of Science - Events Management
Sheffield Hallam University