I am a communications and marketing expert with 9 years’ experience. I have knowledge of the service and public transport industries, working for major companies such as Air France and Transdev. I have experience in implementing strategies and projects using new Information and Communication Technologies (social media, Smartphone application, digital signage, media monitoring, etc). I am well organized and able to perform and prioritise several tasks as the same time. I also have excellent communication skills working at all levels of the organization.
Oversee Transdev's marketing, customer information and customer experience strategies;
Develop and deliver customer and marketing campaigns aimed at improving the customer experience, satisfaction and increasing patronage;
Oversee customer experience programs such as The Transdev's Way of Customer Experience, Meet our Managers, Mystery Travellers, Customer Satisfaction Monitor;
Develop and deliver strategy to ensure that all employees understand the primacy of the customer, the factors that affect customer satisfaction and the role they can play in improving customer satisfaction and reaching customer standards;
Develop and improve customer information from pre to post journey, on-board, at stop and off system;
Stakeholder engagement (Public Transport Victoria, other operators, city councils, customers, etc.);
Responsible for attaining and maintaining accreditation for the International Customer Service Standard;
Manage and oversee development of customer related KPIs and data analysis;
Manage the customer experience and marketing team.
