Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dave Chow

Summary

Accomplished Senior Manager experienced in working from small start up to multinational corporations with key focus on SAAS, online marketing and technology solutions.


Key Capabilities:

- Positive team leadership, coaching and mentoring style to improve employee performance.

- Strong communication and collaboration skills to develop internal and external relationships.

- Problem solving and solution focused to improve processes and drive innovation.

- Empathetic and experienced in change management to guide the team through demanding situations.

Overview

15
15
years of professional experience

Work History

Integration and Onboarding Manager

PlanPay
04.2023 - 09.2023
  • Project Managed the integration of PlanPay's products/services into our clients' existing systems and operations
  • Spearheading the onboarding of new customers to maximize their overall satisfaction
  • Collaborating across Commercial, Product and CS teams to develop tailored strategies for company objectives
  • Leading Project Management efforts to identify roadblocks, provide solutions and communicate effectively with internal and external stakeholders.

Head of Key Account Management Department

TheFork - A TripAdvisor Company
01.2020 - 03.2023
  • Led the department responsible for successful partnerships with enterprise and high revenue/prestige clients
  • Involved in achieving productive relationships with external business partners
  • Part of the national senior management team to discuss critical business decisions and implement go-to-market strategies
  • Implemented change management strategies to lead the team through multiple system migrations affecting the business (internal and external)
  • Collaborated with other internal departments on product advancements and marketing strategies
  • Project Managed large scale rollouts of new software to clients from initial point of contact to final onboarding and implementation
  • Building relationships with the clients finance, legal, IT, marketing and operations teams
  • Used position as company knowledge leader to up-skill internal staff from multiple departments on software in addition to sales and retention techniques
  • Led the team to continuous overachievement in customer retention, successful SAAS migrations and additional marketing product sales

State Market Manager (NSW & ACT)

TheFork - A TripAdvisor Company
10.2017 - 01.2020
  • People Management role leading a team of Sales, Account Managers and Trainers to overachieve on key performance indicators across the largest revenue area of the Australian market
  • Included management of the teams responsible for enterprise sales and major acquisitions, key relationship management of the largest corporate accounts and onboarding of multi site national enterprise clients
  • Supported the team through the change management of rebranding the company from Dimmi (the Australian startup) to TheFork after purchase by TripAdvisor
  • Introduced and developed sales strategies to improve the performance of the sales teams including improved sales operations processes, area planning, team collaborations and sales coaching
  • Created training materials and presented sessions for up-skilling of existing team members and onboarding of new staff across multiple different roles
  • Performance coached and managed team of up to 15 people across variable roles to work collaboratively and drive overachievement of KPIs via weekly one to one sessions, team meetings and joining/reviewing on site client meetings.

National Client Facing Key Account Manager

Dimmi Pty Ltd
08.2015 - 10.2017
  • Client facing management of VIP account portfolio including the sale of revenue generating marketing products to the client base and the optimisation of account settings to allow maximum growth
  • Averaged 179% of targets on Monthly Key Performance Indicators
  • Communicated and implemented key business strategies into existing clients
  • Helped grow direct bookings year on year by successful management of 80-20 client base
  • Successfully trained and on-boarded new customers into the business
  • Co-ordinated successfully with other departments to deliver efficient service to B2B and B2C customer base.

Head of Customer Support and Account Management

Dimmi Pty Ltd
03.2013 - 08.2015
  • People management role leading 2 teams totalling 10+ direct reports
  • These teams were responsible for the customer service and growth of existing clients
  • Responsible for the creation and streamlining of processes to improve operational efficiency
  • Creation of brand new department responsible for incoming and outgoing B2B client support and incoming B2C support
  • Project managed implementation of multiple systems including out of hours office support and case ticketing software
  • Redesigned client on-boarding to a remote process to reduce staff costs and increase sales
  • Responsible for recruitment and growth of team from a headcount of one to over ten staff, created Key Performance Indicators and performance coached team to achieve the targets set
  • Nurtured key staff that progressed to advanced roles within the business
  • Successfully grew existing staff member to step into role after personal promotion.

Inside Sales Manager

Dimmi Pty Ltd
03.2012 - 04.2013
  • Influence Inside Sales Team to meet Key Performance Indicators whilst also meeting personal targets and organising diaries of multiple BDMs
  • Started in accounts receivable and hit record collections in first month
  • Quickly progressed to Business Development Co-ordinator looking after multiple BDMs and states, then promoted to Inside Sales Manager overseeing a team of 5.

Holding Manager

Mitchells & Butlers
02.2009 - 09.2010
  • Mitchells and Butlers PLC is one of the largest operators of Restaurants, Pubs and Bars in the UK with 1700 venues, 45K employees and over $4 billion annual revenue
  • Exhibited strong leadership and negotiation skills whilst managing day to day running of multiple at risk venues and teams across the South East England business area
  • Responsible for venue stock and cash balance of venues
  • Ensured Health & Safety and Environmental Health standards were met and held training if necessary
  • Showed Strength, confidence and resolve managing staff at vulnerable venues
  • Successfully trained staff at multiple restaurant sites on safety and environmental health
  • Analysed data to maximise profit margins by reducing wastage, managing staff hours and increasing customer satisfaction.

Education

Master of Science - Environmental Practice And Pollution Management

Bournemouth University

Bachelor of Science - Environmental Protection

Bournemouth University

Skills

  • Team Leadership
  • Coaching and Mentoring
  • Project Management
  • Strategic Planning
  • Problem Solving
  • Verbal and Written Communication
  • Customer Relationship Management
  • Change Management
  • Teamwork and Collaboration
  • Technical Proficiency

Timeline

Integration and Onboarding Manager

PlanPay
04.2023 - 09.2023

Head of Key Account Management Department

TheFork - A TripAdvisor Company
01.2020 - 03.2023

State Market Manager (NSW & ACT)

TheFork - A TripAdvisor Company
10.2017 - 01.2020

National Client Facing Key Account Manager

Dimmi Pty Ltd
08.2015 - 10.2017

Head of Customer Support and Account Management

Dimmi Pty Ltd
03.2013 - 08.2015

Inside Sales Manager

Dimmi Pty Ltd
03.2012 - 04.2013

Holding Manager

Mitchells & Butlers
02.2009 - 09.2010

Master of Science - Environmental Practice And Pollution Management

Bournemouth University

Bachelor of Science - Environmental Protection

Bournemouth University

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Dave Chow