Matilda Devereaux

Strategy

• Identify & map key customer lifecycle stages, developing strategic objectives & KPI’s for each.
• Work with internal & external stakeholders to identify trends and customer engagement opportunities using multiple data sources – e.g transactions, browsing behaviour, email engagement.
• Manage and execute all strategic category (key category) Bunnings Personalisation eDM sends.
• Develop individual strategies – i.e. communication touch points, incentives, engagement, content – for each lifecycle stage, to deliver objectives/KPI’s.
• Develop and maintain a program of Test & Learn activity to ensure continuous improvement.
• Engage with cross-functional stakeholders to collaboratively develop objectives, strategies & plans to ensure business alignment.
• Coordinate approval of business investment for targeted customer incentives & rewards.

Execution

• Collaborate with external agencies, Marketing team, Campaign Producers & Marketing Automation Specialists to execute strategies via multiple channels (eDM, SMS, App Push, social).
• Develop comprehensive campaign briefs including design requirements, audience selection, timelines, multivariate testing, campaign automation & post campaign reporting requirements.
• Assist in campaign approval process, including end-to-end testing for new campaigns & ongoing quality control.
• Ensure campaigns are delivered as planned, on time and error free.
• Ensure Customer Lifecycle campaigns complement & support existing trading plan

Optimisation

• Monitor campaign performance closely & routinely communicate results with key stakeholders.
• Report regularly on Test & Learn results, drawing insights for future optimisation and campaign updates.
• Deliver continuous A/B testing to drive increased engagement – opens, clicks, conversion, online & in-store sales etc.

• Manage the identification, extradition and use of customer insights data to provide the most applicable target customers for new sales initiatives
• Develop omni-channel strategy to deliver best in class marketing campaigns to increase quality and quantity of customer conversations with Australia Post
• Support demand generation and database marketing team in creating and managing programs that develop stronger relationships with new and existing customers
• Translate multiple data sets into insights and actionable business communication plans to support achievement of sales initiatives
• Use of customer data and insights to co-create segment value propositions for key categories across all customer segments
• Development and optimisation of lead generation programs across Australia Post Retail and Business Hubs to provide the most relevant potential customer base
• Consult with internal and external stakeholders to manage local area marketing projects and campaigns
• Decide on best fit marketing approach for campaign rollouts from 1:1 perspective
• End to end management of 1:1 marketing projects to achieve marketing objectives
• Delivery of revenue expenditure and profit targets
• Communication of customer insights and innovations to sales teams to provide greatest ROI for customers
• Creation of collaborative working environment between internal stakeholders
• Proactively contribute to Australia Posts culture and people professional development
• 1:1 Sign off for Monthly Customer Business eNewsletter
• Key working group member and contributor of Australia Posts ABM (Account Based Marketing) program rollout from initial business case through to implementation
• 1:1 Customer Communications Lead for marketing activity calendar
• Lead of Australia Post B2B Marketing Go To Market Forum
• Key contributor to Australia Posts CMO weekly meeting
• Government Election Support 1:1 for key account managers
• Responsible for Workforce Verification campaign rollout and always on activities
• Responsible Service and Price Change communication calendar, content, sign off and approvals
• Head of Australia Post Data Uplift Program across all channels
• Responsible for 1:1 Marketing team yearly 11m budget.

• Manage OpenCorp Property Investment marketing team to ensure all business department requirements are being met and serviced on-going (including funds, brokering and property management)
• Develop and implement campaign strategy media plans
• Maintain control over marketing budget in its entirety through weekly analysis and attribution adjustment as well as monitoring department spend requirements
• Drive stakeholder awareness of programs and highlight requirements across divisions for leads, appointments, and sales for each program
• Increase lead activity through specifically targeted marketing activity and events
• Build and maintain advertising calendar and attribution for business
• Actively work to lift qualification of leads to the benchmark of 50%
• Lift lead quality and volume via campaign and channel optimisation to meet sales targets
• Develop and implement marketing content strategy from content creation through to execution and analysis of trends and results
• Own and drive lead generations attribution to sales performance across all channels
• Manage the marketing relationship and retainer with all creative agencies
• Establish and review all campaign metrics
• Lead, monitor and evaluate the performance of all direct reports.

• Manage and map customer CRM journeys across all Mercedes-Benz platforms including sales, finance, insurance and aftersales
• Manage Mercedes-Benz loyalty programs BTL for customers across all areas of the business including PC, AMG, Pre-owned and service only
• Manage customer email communications from pre-delivery through to repurchase and acquisition campaigns
• Manage all customer direct mail marketing campaigns, including welcome communications, surveys, and all surveys
• Responsible for customer personas and behavioural groups based on all customer survey data then implementation into campaigns
• Manage all supplier relationships to ensure all projects are delivered on time and on budget
• Manage all New Zealand CRM/ Digital loyalty campaign activity
• Manage the Mercedes-Benz Enquiry Management Centre in relation to loyalty and acquisition campaigns
• Train all internal and external staff on the national customer database
• Run all CRM/ Digital activity workshops across Australia and New Zealand
• Direct CRM point of contact for the extended dealer network including managing dealer program roll out activity and change management
• Manager all CRM Mercedes-Benz Corporate Program activity, including ABL and BTL communications
• Manage all CRM Mercedes-Benz Certified activity, communications ABL and BTL
• Manage all AMG CRM activity - drive day invitations, festival of AMG, international driving opportunities
• Manage all prospect emails for Mercedes-Benz Australia and New Zealand
• Manage all customer online portals content, competitions and imagery
• Manage the marketing budget for Australia and New Zealand including raising purchase orders, tracking payments and processing all invoices
• Salesforce role out CRM key contact
• Strong involvement with the database migration project that is currently ongoing
• Manage launch process (new model, facelift, retail campaign) roll out activities.

• Website content and CMS manager A strong understanding on all aspects of the site, including navigation, related links, taxonomy, page promos, imagery and much more
• Ability to update and maintain all content on company website
• SEO/ SEM and Google analytics reporting, as well as email campaign analysis
• HTML and CSS knowledge
• Responsible for coordinating and implementing all email marketing campaigns including eNewsletters that are distributed Australasia wide, including building e-templates, merges as well as letter formats
• Strong involvement in design and visual aspects of all campaigns
• Develop and implementing e-marketing, digital and internet strategies and solutions to support acquisition, engagement and communication objectives
• Experience in understanding and reporting analytics to produce insights and recommendations for improvement
• Responsible for social media management of company Facebook, LinkedIn, Twitter and YouTube pages
• Assist with design concepts and finished art for web, landing pages and email
• Stakeholder Management seconded internationally to manage stakeholder expectations
• Developed relationships with all international offices and top level clients
• International Relations Manager in relation to the International Business Charter, including ensuring adhesion to the expectations and representation at a global level
• Also responsible for global office engagement
• Responsible for ensuring company brand and visual standards are maintained across Australasia
• Database management full understanding of the company database and all member and non-member information that is stored, report pulling, updating and data integrity
• Recommendation of images and graphic design styles images that best reflect Australia & New Zealand
• As well as implementing new document layouts and design
• Conduct and coordinate all regional events across Australasia, including invitations, venues, catering, speakers and special guests
• Manage all company branded merchandise, control stock levels and maintain consistency in stock on hand
• Prepare and transport all Conference packs across Australasia, including all relevant reading materials, company banners, maintaining brand and advertising guidelines and ensuring a strong presence
• Design and proof catalogue material including paper and online brochures and forms
• Advertise and sell spaces in the quarterly PP magazine to external companies
• Create all event invitations that are published and distributed globally
• Responsible for conducting and coordinating all company conference videos, including working as the production assistant on all major projects.

• Removal of cliental information from an existing database, cleaning and sorting and transferral into the new data base system
• Assist with new projects, company functions, events, organising entertainment, food and beverages for clients and company presentations
• Assisting the marketing team with planning of overseas functions, organising appropriate accommodation, schedules and dealing with any discrepancies
• Worked efficiently and effectively to ensure all budgets and deadlines were met.

• Designing and implementing a marketing program for the store customers that enabled them to become members of a loyalty program, enabling those discounts and special offers
• Working on the store catalogue designs and layouts, as well as overseeing the catalogue distribution throughout Melbourne, including targeting specific consumer areas
• Various data entry and general office administration tasks.