Emma Gilmour

Responsible to build strategic relationships with Sales, Customer Success, Finance and Operations in order to minimise contract reductions, accurately forecast risk and drive customer success. Responsible for identifying and analysing risk during the Customer contract term by engaging with Customers and internal collaborators to resolve the underlying issue while optimising the financial outcome, maintaining accurate forecasts and driving customer success.

• Industry leading Annualised attainment rates
• Top 20 Renewal Managers (Globally) exceeding growth targets by 300%
• Managing US$200M book of business
• Multiple WOW Moments Awards for Trust Builder, Metrics Master & Team Engagement

• Company Overview: Startup business requiring establishment of client portfolio and generation of new business opportunities
• Deliver new business opportunities through the end-to-end sales cycle engaging at C-Level acquiring new customers
• Engage with customers to deliver strategic design of Marketing Automation Programs finding the right platform to execute cross-channel journeys and marketing transformation
• Build new (through cold calling) and strengthen existing client relationships positioned as trusted advisor for immediate and long-term marketing and sales enablement opportunities
• Influence the direction of large-scale transformation programs with strong customer business strategy and insight led recommendations
• Collaborate with Global Marketing leaders to build insight and share best practices
• Create and lead commercial strategy and large deal proposals
• Startup business requiring establishment of client portfolio and generation of new business opportunities
• During COVID grew new business opportunities by 27% which delivered 58% revenue growth in FY
• Delivered over 12 Martech projects across Salesforce, Marketo & Hootsuite on time and within budget exceeding client expectations
• Established Marketing Centre of Excellence for 5 Key clients which contributed to reduction of paid media on average 43% in NFY with revenue growth improvements of on average 18-21%
• Delivered digital marketing programs with a focus on lead generation that contributed to 10-15% more sales ready customers
• Elevated social media marketing by increasing audience growth rate, social share of voice, social engagement and conversion KPI’s that delivered new logo’s and pipeline opportunity

• Responsible for developing and implementing strategies that drove market share and revenue growth in the small & medium business sector across existing and acquiring customers
• Establishment & operation of SMB digital transformation across sales, service and marketing to deliver ‘Always On’ communications
• Program lead for all cloud-based IT developments (Pega, Salesforce, Vlocity)
• Over course of seven years promoted from individual contributor role to managing multiple teams (Customer Marketing, Data Insights, Lead Generation) within the senior leadership team
• Decreased churn to single digit and lowest divisional churn across Optus
• Strongest NPS results across all divisions
• 45% improvement in x-sell conversion
• 14% increase in sales readiness customers
• Won Canstar Most Satisfied Customers for 4 consecutive years
• Optimization programs consistently delivered uplift in ARPU delivering 12% revenue growth across division

• Responsible for the development and implementation of the fundraising product suite that grew Mission Australia’s fundraising capacity by 23% ($16M/year)
• This included product strategy, the development of a market segmentation model, forecasting of product uptake, primary and secondary market research, financial performance, and product lifecycle
• Management of multi discipline teams across Product and Insights

• Responsibility to ensure that the Vendor partnerships (Vodafone, Telstra, Palm, O2, Sony Ericsson, i-Mate and Nokia) were managed effectively to achieve group KPI’s which included annual revenue targets of AU$48 million
• This included managing and negotiating vendor agreements, forecasting and stock management, inventory management, evaluation and recommendations on new products which included all merchandising, pricing, sales support and training, all marketing communication requirements and business development initiatives