Michael Zdraski
Melbourne,Victoria
Summary
Strategic Partnership Manager possessing solid knowledge of delivering commercial outcomes for all partners with a dedicated focus on the customer. Bringing over 15 years background developing and implementing commercial strategies, conducting market research and analysis, and coordinating with diverse teams. Confident communicator comfortable managing complex relationships.
Overview
10
10
years of professional experience
Work History
Senior Commercial Manager
Loyalty Pacific
Melbourne, VIC
06.2019 - Current
- Lead the product development, marketing & partnerships for the retail financial services (Coles financial services, NAB, Citi bank & BNPL Klarna), Health Insurance (HCF) & travel pillars for flybuys
- Leveraged customer insights to build acquisition & retention plans.
- - Improved approval rate for cards from 35% to 43%
- - Delivered 101% increase in card acquisitions YOY (83% new to bank customers)
- - Reduced attrition on HCF account from 22% to 10%
- - Achieved 54% increase in health insurance acquisition.
- Introduced new products to flybuys, negotiated partnership contracts which include;
- - NAB card acquisitions
- - Citi bank loans
- - Coles Financial services (insurance & services)
- Renegotiation existing commercial agreements to deliver stronger revenue to business
- - Turn around of flybuys travel business from a loss generator into profit making model
- - Simplified the member journey & commission model for both the Klarna & HCF portfolios which resulted in an improved commercial return for the business
- Lead a team of 3 Commercial Managers & 3 Campaign managers. Developed the team to be highly competent in the partnership space with a stronger focus on commercials & problem solving (identify and set the value sweet spot), negotiation, influence, & relationship management. Delivered 15% increase YOY in Partnership Satisfaction with a solid improvement across strategic alignment, servicing, value and satisfaction
Head, Retail & Affluent Cards
OCBC Bank
Singapore
11.2015 - 12.2018
- Led the P&L for OCBC Bank's retail (Co-brand) & Affluent card portfolios
- - Launched the OCBC Robinsons Group Visa credit card (a co-brand card spanning 23 retail brands across Singapore). Led the contract negotiations with Visa & the 23 retail partners. In the first 5 years the program achieved;
- - Break even in 3 years
- - 45% penetration in stores & online
- - 60% out store/40% in-store spend (higher interchange for bank on out store spend)
- - 8% attrition rate (vs. 10% benchmark)
- - 1 in 3 credit eligible Singaporeans signed up to card program
- Refreshed customer value propositions every 3 years to respond and anticipate market trends & risks. Relaunched OCBC Bank's legacy cards (vintage of 10+years) which delivered the following:
- - Reduced card attrition from 25% to 10% for bank's flagship product. Refreshed CVP to target program's most profitable emerging affluent customer segment.
- - Improved active rates from 65% to 70%, converted non profitable cards to a single card product to streamline costs and improve profitability. Culled the inactive cards, renegotiated costs with Issuers (Visa & Mastercard). Developed member lifecycle program to ring fence the high value base, redesigned the first 100 days month on book & introduced lapsing program.
National Sales Leader, GE/Myer Alliance
GE Money
Melbourne, VIC
04.2005 - 08.2009
- Led team of 15 Accounts Managers to deliver card acquisitions across retail footprint of 65 Myer stores
- - Improved the partnership NPS score from -25 to +3. Collaborated with the Myer Store Leadership network to identify the critical 3 partnership pain points and developed a plan to solve with a focus on training & development of store network to become ambassadors of the card program, create data dashboards at a store catchment level to provide deeper insights on consumer behavior & reduce card application time from 45 minutes to 15 minutes
- - Launched Myer PLC & Myer Visa Card. Achieved the first year acquisition target in the first 3 months. In recognition of results was awarded GE salesperson of the year
- - Transitioned team from Field Sales Managers (transactional service model) to Account Managers (strategic service model) with stronger focus on problem solving and value drivers at Store Manager level. Set benchmark for partnership management at GE Money and was invited to Global Headquarters in the US to present framework to the executive leadership team
Education
OCBC Bank
2010
GE Money
2005
Bachelor of Arts - Sociology
Monash University
Melbourne, VIC09.1997
Skills
- Problem Solving (CRM, retention & acquisition)
- Strong Commercial Acumen (P&L) ability to find story in numbers and influence right levers
- Communication (Ability to influence internally & externally)
- Customer & market knowledge (market trends & risks)
- Leadership (Build high performing teams)
Timeline
Senior Commercial Manager
Loyalty Pacific
06.2019 - Current
Head, Retail & Affluent Cards
OCBC Bank
11.2015 - 12.2018
National Sales Leader, GE/Myer Alliance
GE Money
04.2005 - 08.2009
OCBC Bank
GE Money
Bachelor of Arts - Sociology
Monash University