Matthew Grindrod

Experience

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  Davey and Associates Optometrists

  Jan 2008 - May 2008

  Market Researcher – Project Leader

  An eight-month work placement/internship with a local optometry business. • Commissioned to conduct an exploratory study into customer buying behaviour and satisfaction indicators through the development of a questionnaire, data analysis and interpretation using various statistical analysis techniques in SPSS.• Research objectives included the definition of target market, customer retention and satisfaction indicators, and the consumer awareness and perception of the brand.• Presentation of results to client through a comprehensive report and multi-media presentation, communicating the project aims, methods, findings, conclusions and recommendations. Show less

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  Front to Back Webcoaching

  Aug 2008 - Mar 2010

  Web Support Officer

  Privately owned firm offering website workshops, a content management system and web coaching aimed at teaching business owners how to get a website that profits. • Coordinating clients' website content and site architecture to conform with SEO principles.• Content Writing - website content, reports, user manuals and designing web forms.• Managing direct mail and email marketing campaigns; planning, writing and distribution of the company’s newsletters and promotional material.• Researching web and business information for news, innovations or advancements to be included in workshops, direct mail campaigns and web coaching content. Show less

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  Briery Wood Country House Hotel

  Jul 2010 - Feb 2011

  Duty Manager

  (Temporary position whilst applying for Marketing Roles in the UK)Country house hotel in the Lake District offering B&B and conference services.• Hotel duties and customer service, including reception, bar and food services.• Managing the front of house team on designated shifts, delegating tasks and managing guest relations. • Fire warden responsible for maintaining accurate fire records and documentation.

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  Sesame Bankhall Group

  Mar 2011 - Mar 2013

  Marketing Executive

  The leading network of Independent Financial Advisers (Sesame), support service provider (Bankhall) and mortgage club, creating the UK's largest distributor of Retail Financial Advice (SBG). • Email Marketing - Responsible for the planning and delivery of the department’s email marketing strategy; scheduling and delivery of weekly HTML emails and eNewsletters, including content writing and the reporting of campaign results.• Email Database Management - Development of new processes and safeguards to maximise data integrity, including the analysis of bounced email addresses, the introduction of a new email preferences centre to minimise number of unsubscribe requests and the management of trigger campaigns for inactive respondents.• Data mining - Run queries in Microsoft Dynamics CRM to obtain data for targeted email campaigns, including personalised event invitations for members based on their postcode, status or other qualifying criteria. • Trigger Campaign Management - Developed an automated communication timeline using trigger campaigns for new members and email subscribers, and those who had become inactive. • Reporting and Analysis of Marketing MI - Implemented new processes and dashboards to produce monthly MI of email marketing activity and business impact, finding trends and providing recommendations.• Brand Management - Coordination and maintenance of various brand templates, including the development of new generic HTML email templates, increasing productivity by reducing time taken to develop dual branded emails. Show less

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  Chartered Institute of Purchasing & Supply

  Aug 2013 - Oct 2014

  Marketing And Events Coordinator

  The peak body for procurement professionals working to develop high standards of professional skill and ability among all those engaged in purchasing and supply chain management.• Email Marketing - copywriting, design and scheduling of regular member communications. Implemented a new communications calendar, managed trigger campaigns aimed at new members and subscribers, along with member re-activation drives.• Website Management - updating website content in line with SEO and content marketing principles. Analysis and reporting of click throughs from EDM and resulting traffic flow through Google Analytics.• Data Analysis - segmentation of membership database for targeted EDMs based on postcode, job role, or other qualifying criteria.• Marketing Communications - creation of marketing communication materials including brochures and product sheets, advertising copy & white papers, ensuring messaging is consistent with brand guidelines and overall communication strategy.• Event Management - coordination and promotion of CIPS national events program. Development of marketing strategy for national and regional conferences with a combination of EDM and social media campaigns, traditional media and BTL activities.• Stakeholder Management - managing the relationship with our regional committees (integral external stakeholders), influencing committee decisions and providing national co-ordination of regional networking events. Show less

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  Crowe Horwath Australia

  Oct 2014 - Jul 2016

  Senior Digital Communications Coordinator

  Crowe Horwath is the fifth largest provider of accounting, audit, tax, business and financial advice in Australia.• Content Marketing - creation of engaging content, adapting messages for multiple channels including social media, website, newsletters and EDM campaigns.• External and Internal Communications – build and distribution of large scale eNewsletters (+60K) and ad-hoc client communications. • Digital Campaigns - automated EDM drip campaigns focusing on financial literacy; #FinanciallyFit and our SMSF Short Video Series.• Website maintenance - content approvals and user experience improvements, cross promotional activities and traffic generation.• Social Media and PCC advertising - management of boosted posts and Google PPC campaigns to meet campaign objectives.• Website Analytics - automated website reporting of website traffic, identifying traffic hotspots for strategic placement of content.• Training champion - host regular training sessions to develop the digital skills of our regional marketers across all digital platforms. Show less

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  V/Line

  Jul 2016 - Aug 2023

  • Leadership & Product Management: Led a dynamic digital customer experience team of eight, achieving two top performers in 9Box reviews. Championed the development and adoption of digital products, including staff mobile apps and online booking system.• Project Management & Stakeholder Engagement: Managed various business and government reform projects, such as Regional Fare Cap and the digitisation of free travel vouchers. Chaired working groups with internal and external stakeholders, influencing projects across multiple business units.• Strategic Planning & Advisory: Provided strategic guidance and risk-focused recommendations to enhance the customer experience for endorsement by V/Line's Executive Management Committee and Directors at the Department of Transport & Planning.• Budgeting & Resource Forecasting: Identified opportunities to extract greater value from fixed budgets, ensuring efficient resource allocation for projects and business-as-usual functions. Show less • Digital strategy - Devised V/Line's digital roadmap across key customer touchpoints including website & mobile applications. Observed 11% growth in V/Line's online ticketing system which now processes 22% of all ticket sales & 36% of paper ticket revenue.• Digital project management - Project scoping, requirements gathering, stakeholder engagement, options analysis, procurement & ultimately delivery of key digital projects within the customer team. • Contractor management - Negotiated cost efficiencies through the presentation of a robust pipeline of development, resulting in significant cost reductions & 152 extra development hours each year. • Change management - Identify & inspire change champions through storytelling to bring teams along on the digital journey.Achievements• Virtual train & station tours - Industry first application of technology used within the real-estate industry to provide a virtual walk through of our trains & stations. The technology is now utilised across the public transport by Yarra Trams, Metro & Queensland Rail.• Portable Departure Boards - Manufacture & design of portable digital signage displaying services to our most popular regional destinations. 42% reduction in customer queries when deployed & now also utilised by Metro Trains.• Development of new Timetable APIs - A vital link between V/Line’s operational & customer systems to surface real-time service information within the mobile app & website for customers, resulting in a 10% reduction of customer complaints. Show less

  • Digital Customer Experience & Ticketing Manager

    Feb 2021 - Aug 2023

  • Digital Customer Experience Adviser

    Jul 2016 - Feb 2021
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  Department of Transport and Planning

  Aug 2023 - now

  Experience Delivery Lead

  • Program management - Lead the project’s transition workstream, overseeing the integration of state-side marketing, communications and customer operations deliverables to support customer trials of the new ticketing equipment.• Cross-functional collaboration - Collaborate with DTP senior leadership to integrate user experience considerations into system development, communications and customer support processes to ensure operational readiness.• Strategic advisory - Provide authoritative customer and technical advice through briefings to legislative policy makers and DTP management teams, influencing decisions required to support the delivery of customer trials.• Communicate with influence - Develop business communication materials and execute detailed planning to identify, resolve or escalate key customer, transition or commercial issues. Show less