Stuart Lockwood
Wantirna,VIC
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining business relationships and channel operations.
My skills and experience cover all areas of Channel Management from contracting of partners to management of frontline compliance.
Overview
21
21
years of professional experience
Work History
New Energy Channel Manager
Nectr Energy
11.2023 - 03.2024
- This was a short lived role as a change in strategic direction and company restructure meant the role became redundant in late February
- The role was intended to be a continuation of my role within Qcells/Arcstream
- Focus was on establishing VPP acquisition channels within Nectr
- Within the short timeframe I built and rolled out Channel Operations Compliance frameworks Digital Processes for acquisition Customer Journey mapping Acquired first customers on Nectr BYO Battery VPP retail energy plans
Residential Acquisition Manager
Arcstream Energy (Hanwha Qcells Australia)
06.2020 - 11.2023
- Reporting to the commercial manager, my role as residential acquisition manager required me to establish dales operation for a new market entry, Arcstream
- Arcstream was the energy retail brand of Qcells Australia with the key goal of building a Virtual Power Plant for the Australian Residential energy Market Responsibilities/Accountabilities Development and establishment of Omni Channel acquisition strategy and supporting operations for digital _ in App, Web, eDM campaigns Phone - Inbound and Outbound channels Development of channel frameworks to manage compliance and acquisition activity Partner acquisition - Assessment, vetting, contract negation and management Performance management of partners Establishment and management of all acquisition operational processes including compliance, lead supply, reporting, fulfillment, invoicing and partner management cadence
- Project management with Solar Victoria - I was the internal lead for the SV VPP Program that ran in 2022 Key Achievements in Role Management of the SV relationship, Acquiring 14% of all SV VPP customers against a 10% allotment Build and managed all operational processes for sales fulfillment
- Acquired the first 440 Arcstream Customers 2nd year growth of 300%
- Development of Channel Frameworks Vetting and selection of key business partners (Resdential Connections and Smart Energy Group) Exceeded VPP conversion targets, converting 70%+ of Qcells battery installs into active VPP customers Successful migration of the customer base to Nectr when the decision was made to close the Arcstream brand
Various Roles as part of the DHHS Covid19 Response for both business and residents Business Victoria Hotline
Stellar Asia Pacific
09.2019 - 06.2020
- Casual role taking calls from SME callers in Victoria on behalf of the DHHS & Business Victoria
- The core purpose of the role is to assist SMEs navigate their way through the ongoing restrictions in Victoria and provide direction on available Government support.
Home Channel Manager
RACV
05.2019 - 06.2019
- Reporting to the Senior Manager Customer & Channel, my role as Channel Manager – Home is responsible for developing and delivering channel activities across the Home team to optimise member interactions
- This includes go to market for new products and segments, B2C channel management and campaign management
- Drive delivery of acquisition and retention targets across all distribution channels, internal and external Third Party Channels
- Create efficient and effective sales processes Ensure channel readiness for campaigns, product enhancements and new product launches Optimise overall channel costs and cost per acquisition Collaboratively develop channel strategies to support the Home business Ensuring compliance in all channel activities and initiatives Strategic overview and reporting on all channels to senior management; Partner with Marketing to successfully implement campaign activity, Define deliverables across project team members and external business units when implementing channel strategies and campaign activity Define project requirements in partnership with internal and external stakeholders when implementing channel strategies and taking new channels to market Manage project closure activities such as post implementation reviews, project closure reports, handovers to BAU and financial closedown
HTS Channel Manager
RACV
03.2019 - 05.2019
- To drive growth and interaction across a suite of Home Trades & Services products via B2C Channels
- Reporting to the General Manager – Home Trades & Services, the focus of this role was channel strategy and churn reduction, including setting targets for any campaigns, external partnership development, defining go-to-market strategies for new products, cross-sell support, channel integration and channel cost management
- The short timeframe in this role was due to an Enterprise Wide Restructure.
Channel Manager Brokers and Comparators
Origin Energy
10.2013 - 11.2018
- Reporting to the National Manager, Third Party Consumer and SME sales I was responsible for the day to day Contract, Relationship and Performance management of a number of Third-Party Partners in the Comparators and Brokers space
- Relationships that I have managed while in the role include; iSelect Energy Deal Electricity Wizard You Compare Energy Watch Make It Cheaper Residential Connections (previously Thought World) Responsibilities/Accountabilities Management of Contractual, Commercial and Operational performance across a number of Channel Partners
- Monitoring, reporting and analysis of sales activity to ensure performance targets are being met
- Identification and development of new channels to market in the both the Consumer and SME segments
- Management of CPA and CPS within defined budgets
- Development of cross channel (internal and External) go to market strategies and commercial frameworks that dive value through commercial efficiencies
- Development of both Customer Acquisition and Churn Reduction strategies
- Manage the Origin Compliance framework, ensuring that our Third Party Partners meet and exceed the required compliance standards
- Monitoring of Third Party Partners compliance with the various services agreements Negotiating contracts ensuring the appropriate commercial outcomes for Origin “Meshing” together of External and Internal channels to optimize the customer journey and maximize retention
- Work closely with internal stakeholders such as marketing and strategic development to build and deliver channel strategies Validation and approval of commission payments to Third Parties Working closely with the other Channel Managers to develop strategies to ensure that the total desired outcomes for the Third Party Group are delivered Ensure compliance by outsourced business partners with company policies, procedures and relevant legislation
- Meet & exceed expectations of external and internal stakeholders
- Identify areas for process improvement between Origin and out-sourced business partners
- Identify areas for training and continuous improvement and implement as needed
- Operational execution of sales campaigns
- Full post implementation analysis of all campaigns both inbound and outbound
Outbound Telemarketing (OTM) Channel Manager
Origin Energy
06.2012 - 10.2013
- Reporting to the National Manager, Residential Sales, I was responsible for the day to day operations and sales achievement of the OTM Sales Team
- OTM was part of the wider Third Party Channels Team at Origin
- As the OTM Channel Manager I was primarily responsible for the management of our outsourced business partner SERCO Australia
- Responsibilities Manage the day to day relationship between Origin and our key supplier SERCO Australia Monitoring and reporting and analysis of sales activity to ensure performance targets are being met
- Optimization of dialing strategies to maximize the available opportunity
- Oversight of SERCO operations to ensure compliance with commercial requirements Ensure compliance by outsourced business partners with company policies, procedures and relevant legislation
- Meet & exceed expectations of external and internal stakeholders
- Identify areas for process improvement between Origin and out-sourced business partners
- Identify areas for training and continuous improvement, and implement as needed
- Work with the strategic planning team and marketing to develop sales campaigns
- Operational execution of sales campaigns
- Full post implementation analysis of all campaigns both inbound and outbound.
Channel Planner
Origin Energy
09.2010 - 06.2012
- Reporting to the Channel Planning Manager I was part of the wider Customer and Operational Excellence Team
- Our role was to drive excellence in business and customer outcomes
- As channel planner my key objective was to ensure accurate and meaningful translation of strategic goals to the front line staff that support our customers
- Responsibilities: Work with key stakeholders in Operations and Strategic Direction to understand their needs and desired outcomes Represent the voice of the operational team to the wider business Translate strategy effectively into front line language Analyse and report to the business on outcomes generated by campaigns Work with the operational team to develop best in class processes for front line execution of sales campaigns Ensure that CSO has the capacity and capability to execute sales campaigns Manage the conflicting priorities of stakeholders to ensure CSO is best positioned to deliver on desired outcomes
Direct Sales New Business Manager
Medibank Private
09.2007 - 09.2010
- Reporting to the Direct Sales National Manager, I was accountable for the delivery of New to Fund Sales targets in the Direct Sales Division of Medibank Private
- The Direct Sales division was responsible for the strategic planning and operational execution of a number of campaigns in both the outbound and inbound spaces
- Responsibilities: Enhance and maintain Medibank relationships with outsourced business partners and suppliers
- Monitoring and reporting and analysis of sales activity to ensure performance targets are being met
- Ensure compliance by outsourced business partners with company policies, procedures and relevant legislation
- Meet & exceed expectations of external and internal stakeholders
- Identify areas for process improvement between Medibank and out-sourced business partners
- Develop processes for communicating information and material to outsourced business partners and suppliers
- Identify areas for training and continuous improvement, and implement as needed
- Work with the strategic planning team and marketing to develop sales campaigns
- Operational execution of sales campaigns
- Ensure campaign cohesion across multiple channels
- Independent development of targeted sales campaigns within Direct Sales
- Work with Outbound Sales and Retention Managers to develop and implement Outbound sales and service campaigns
- Full post implementation analysis of all campaigns both inbound and outbound.
Direct Sales Outsourced Coordinator
Medibank Private
07.2024 - 09.2024
- My role was to coordinate the day to day activities of the inbound/outbound sales centres
- Responsible for providing operational support to Customer Care Line’s outsourced business partners, outbound activities and the telephone sales function
- A key part of the role was analysis and reporting, to drive successful outcomes to both internal and external stakeholders
- A major function of my role was to provide mentoring and coaching to the sales teams both inbound and outbound
Team Leader Customer Care Centre
Medibank Private
06.2005 - 07.2005
- Reporting to the Team Manager, the role involved the management of a team of 12 Customer service operators
- Accountable for the responsibilities as listed below One on ones/ Performance Reviews Providing effective coaching & development to obtain a high performing team Motivating Teams through creating an achievement based focus
- High levels of time management Call Quality Monitoring Prioritizing tasks Managing large groups of staff Managing Performance Daily Reporting Multi tasking Proactively seeking area’s for improvement Aligning the corporate objectives to individual roles Implement Sales strategies into customer service
Customer Service Officer
Medibank Private
02.2004 - 06.2005
- This role involved interaction with members and providing customer service related to their Private Health Insurance needs
- Responsibilities: Customer service Providing advice to private individuals re Private Health Insurance Performing cover reviews for members Updating, altering and reviewing existing memberships Creating quotes for different levels of cover for existing memberships
Education
High School Diploma -
St Pauls
Melbourne, VIC11.1998
Skills
- Contract Management
- Document Management
- Administrative Leadership
- Financial Management
- Consulting
- Project Management
- Staff Supervision
- Relationship Building
- Contract Negotiation
- Budget Planning
- Team Oversight
- Business Development
- Operations Management
- Regulatory Compliance
- Customer Acquisition
- Stakeholder Management
- Industry Expertise
- Competitive Analysis
Attributes
- Professional work ethic
- Highly organized
- Conscientious
- Innovative
- Resourceful
- Flexible and multi-skilled
- Assertive
- Strong motivational skills
- Enjoys both personal and professional challenges
- Friendly and approachable with excellent people skills
Professional Highlights
- Successful market entry of new Energy Retail Brand Arcstream
- Higher than allotted sales as part of the SV VPP project.
- Development and successful roll out of Channel Assurance framework at Origin Energy
- Development of relationships within Origin between operations and strategic planning that greatly improved the effectiveness of frontline execution
- 43% year on year growth for Origin OTM channel.
- Development of new Private Health Insurance Product that produced sales leading to the growth in membership base of Medibank in five years
- Developed and sustained a working relationship with SalesForce leading to unprecedented sales growth
- Selected for Professional Enhancement Program
- Continued Market Share Leadership
- Continued year on year sales conversion growth
- Successful 30% expansion of sales activities, through the introduction of diversified products campaigns.
- Continued best in industry ratings (Global Reviews)
- Development of new Health Insurance Product
Personal Information
Date of Birth: 06/07/1979
Timeline
Direct Sales Outsourced Coordinator
Medibank Private
07.2024 - 09.2024
New Energy Channel Manager
Nectr Energy
11.2023 - 03.2024
Residential Acquisition Manager
Arcstream Energy (Hanwha Qcells Australia)
06.2020 - 11.2023
Various Roles as part of the DHHS Covid19 Response for both business and residents Business Victoria Hotline
Stellar Asia Pacific
09.2019 - 06.2020
Home Channel Manager
RACV
05.2019 - 06.2019
HTS Channel Manager
RACV
03.2019 - 05.2019
Channel Manager Brokers and Comparators
Origin Energy
10.2013 - 11.2018
Outbound Telemarketing (OTM) Channel Manager
Origin Energy
06.2012 - 10.2013
Channel Planner
Origin Energy
09.2010 - 06.2012
Direct Sales New Business Manager
Medibank Private
09.2007 - 09.2010
Team Leader Customer Care Centre
Medibank Private
06.2005 - 07.2005
Customer Service Officer
Medibank Private
02.2004 - 06.2005
High School Diploma -
St Pauls
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