Kerryn McMillan
Coburg,Australia
Summary
Customer Experience and Commercial Operations leader with a proven track record in designing and delivering an enterprise-wide Voice of Customer (VoC) program, including the national rollout of the Qualtrics Experience Management platform across complex sectors such as Defence, Offshore & Remote, and diverse corporate environments. Skilled in driving customer-centric cultural transformation, embedding continuous improvement frameworks, and translating data into strategic action. Adept in cross-functional project management, stakeholder engagement, data storytelling, and operational excellence. Recognised for leading high-impact programs that deliver measurable customer experience outcomes and sustained business value across geographically dispersed teams. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
15
15
years of professional experience
Work History
Manager Customer Insights & Engagement
Compass Group
01.2018 - Current
- Led enterprise-wide Customer Experience (CX) and Voice of Customer (VoC) programs across diverse sectors including Defence, Offshore & Remote, corporate, and government clients.
- Designed and implemented the national VoC strategy, including business case development, stakeholder onboarding, and full Qualtrics system deployment.
- Created efficient data collection pathways and system integrations to support real-time insights, ongoing analysis, and continuous improvement.
- Translated customer data into actionable insights, driving service enhancements and operational decision-making.
- Championed a customer-centric culture by embedding CX principles into internal processes, training, and long-term strategy.
- Managed large-scale, cross-functional CX projects involving multiple stakeholders across geographically dispersed teams.
- Built and sustained strong partnerships across internal business units and external clients to deliver measurable improvements in engagement, satisfaction, and service outcomes
Brand Development Manager
Compass Group
01.2017 - 01.2018
- Planned and executed strategic marketing initiatives and brand campaigns across diverse sectors.
- Led end-to-end development and launch of branded concepts — from creative design to operational standards, training, and execution.
- Collaborated with internal stakeholders and external design, build, and creative teams to ensure brand consistency across all touchpoints.
- Partnered with procurement to bring on-trend retail products to market and deliver customised branded experiences.
- Developed brand guidelines, training materials, and implementation frameworks to support consistent brand delivery across multiple sites.
Customer Service & Engagement Manager
Compass Group
01.2016 - 01.2017
- Led customer engagement and retail sales strategies across Compass Group's multi-sector portfolio.
- Developed and delivered customer satisfaction training aligned with business goals, supporting frontline teams in delivering consistent, high-quality service experiences.
- Mobilised and merchandised all major premium brand contract wins, leading onboarding, brand integration, and team training to support rapid deployment.
- Managed end-to-end execution of marketing campaigns and promotional activities across the portfolio, tailoring activation strategies by sector and audience.
- Oversaw relationships with external agencies to manage social media, brand activations, and public relations, ensuring alignment with national brand strategy and performance goals.
Area Manager
Compass Group
01.2014 - 01.2016
- Managed a high-profile portfolio of cultural, heritage, and stadia venues including Sydney Town Hall, The Mint Sydney, Melbourne Museum, Australian Museum, Old Parliament House, and major sports venues in Perth under the Levy brand.
- Led end-to-end operational delivery, team performance, and customer experience across geographically dispersed sites, ensuring premium service standards and strong stakeholder relationships.
- Successfully mobilised new contracts, overseeing brand integration, team onboarding, and service readiness in collaboration with operations, marketing, and client teams.
- Delivered major site refurbishments, coordinating with internal departments, external stakeholders, contractors, and design teams to modernise facilities while preserving heritage value and ensuring seamless delivery.
- Partnered with marketing to deliver targeted campaigns, activations, and seasonal programming tailored to each venue's brand identity, audience profile, and calendar of events.
Operations Manager (Melbourne Zoo)
Compass Group
01.2014 - 01.2014
- Provided operational leadership across all retail and function outlets within Melbourne Zoo, ensuring exceptional service standards, compliance, and staff performance.
- Developed, implemented, and reviewed operational policies and procedures tailored to the venue's unique visitor environment.
- Drove retail and event sales through strategic planning, team enablement, and continuous improvement initiatives.
- Managed large-scale events and activations, including the high-profile Zoo Twilights concert series, delivering seamless guest experiences in collaboration with internal and external partners.
- Fostered a high-performance culture by promoting accountability, service excellence, and team morale.
- Oversaw critical business functions including budgeting, financial reporting, workforce planning, and operational audits.
- Identified and resolved operational challenges while creating opportunities for service innovation and revenue growth.
- Built and maintained strong partnerships with zoo stakeholders to ensure brand alignment and consistent customer engagement across all touchpoints.
Operations Manager (Melbourne Zoo)
Liberty Catering Concepts Pty Ltd
01.2013 - 01.2014
General Manager
Food & Wine Co
01.2012 - 01.2013
Business Development Manager
Food & Wine Co
01.2011 - 01.2012
Education
Certificate IV - Visual Merchandising
RMIT University
Certificate IV - Visual Merchandising
RMIT University
Skills
- Communications Strategy
- Stakeholder Management
- Employee Engagement
- Change Management
- Team Leadership
- Project & Program Management
- Continuous Improvement
- Legal, Risk & Compliance
- Corporate Social Responsibility (CSR)
- Strategic Accountability & Decision Making
Timeline
Manager Customer Insights & Engagement
Compass Group
01.2018 - Current
Brand Development Manager
Compass Group
01.2017 - 01.2018
Customer Service & Engagement Manager
Compass Group
01.2016 - 01.2017
Area Manager
Compass Group
01.2014 - 01.2016
Operations Manager (Melbourne Zoo)
Compass Group
01.2014 - 01.2014
Operations Manager (Melbourne Zoo)
Liberty Catering Concepts Pty Ltd
01.2013 - 01.2014
General Manager
Food & Wine Co
01.2012 - 01.2013
Business Development Manager
Food & Wine Co
01.2011 - 01.2012
Certificate IV - Visual Merchandising
RMIT University
Certificate IV - Visual Merchandising
RMIT University
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