Phil Hancox

Experience

• 

  Carphone Warehouse

  Mar 2003 - Apr 2005

  Direct Marketing Executive

  Plan and implement direct marketing campaigns to the existing consumer base (2.5m) across six networks including Vodafone, O2, Sainsbury’s Mobile, Fresh Telecom, Talk Talk and Sainsbury’s Homephone; with the aim to increase revenue, strengthen customer loyalty and decrease customer defection. ACHIEVEMENTS:• Promoted from Direct Marketing Assistant to Executive after 6 months.• Managed the implementation of Big Brother 5 - Channel 4 sponsorship awareness and branding across customer collateral. The overall campaign won Retail Weeks ’Best Marketing Campaign for Big Brother sponsorship’.• Implemented a staff incentive program in the Call Centre to increase customer retention and revenue and improve the customer experience. This included a bi-monthly internal magazine, and incentive scheme • Redesign the customer invoices across all networks. The project encompassed 18 months of development work from internal IT and an external document composition agency. I successfully managed internal and external network signoff. Ensured that all short-term goals were achieved. On completion of this project an external research agency was commissioned to conduct in-depth customer interviews and internal focus groups with call centre advisors. The project was deemed a success and considerably improved the customer experience and increased the number of segmented marketing opportunities available. • Implemented customer development marketing into the IVR. • Implemented behavioral triggered messaging into billing communications including inserts, bill panel messages and letters.• Upon returning to Australia, I was invited by Telstra to present on some of my customer projects. Show less

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  DDB Group Australia

  May 2005 - Jun 2007

  Senior Account Manager

  A broad role encompassing both heading up the interactive department and senior account management of key clients. Managing three interactive staff, plus one account coordinator. Fully integrated role working across all communication channels (ABL+BTL), primarily B2C communications• Clients : Golden Casket Lottery Corporation (Powerball, Oz 7 Lotto, Gold Lotto, and Winners Circle), Telstra, RSPCA QLD, Adcorp Marketing Communications, Ergon Energy, Pacific Cinemas, Robina Property Australia and Hogs Breath Café.Achievements:• Promoted from Account Manager to Senior Account Manager after 8 months• Bronze ADMA award for a Powerball direct mail campaign.• Development of Golden Caskets’ launch into online purchasing. This involved a full integration of ATL & BTL and in store communications. I worked with the client to develop and implement a full media, budget and creative strategy. • Rebrand of Wednesday & Saturday Gold Lotto, and The Pools. Show less

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  Flight Centre Travel Group

  Jul 2007 - Nov 2017

  Responsible for the brands’ customer and product strategy to support 80+ retail stores across Australia and e-commerce. Provide strategic direction and support for the business globally. Mentoring and leadership of 17+ staff to deliver on all marketing needs for the business across national campaigns, supplier co-op activity, advertising, direct, POS, PR, social, websites, digital, events etc.• Deliver on core KPIs – brand sales, business profit, retail enquiry, and marketing spend efficiencies• Responsible for creating and implementing the national marketing plan, calendars, brand communications and the marketing budget. • Generating co-operative marketing funds from travel partners to drive agreed sales and market share targets• Senior Leadership position which provides strong involvement and decision making across all operational aspects of the business, such as retail fit-out and design, wage models, recruitment policies, supplier procurement, etc.• Senior Marketing leader within FCTG’s Marketing Department (90+ staff), directly responsible for ‘people’ focus. This includes developing a training program, career development plan and a range of activities to provide staff with a real career path within FCTG and reduce staff turnover within the Marketing department. • Extensive business travel to attend and present at conferences and events, develop and maintain key supplier / partner relationshipsACHIEVEMENTS:• Received the Directors Award (2013-2014)• Devised and implement new product / marketing / customer strategy• Implemented new brand guarantee, social media & content strategy, national event schedule, and a portfolio of youth brand partnerships• Procured new Paid Search media agency to increase efficiencies by 30% by implementing a performance remuneration contract. Show less A senior leadership role within the Flight Centre Limited marketing team. Specialising in the management and implementation of direct, online, affiliate marketing and new initiatives. Implement strategies to grow enquiry, reduce cost per enquiry and increase consultant average commission.Achievements:• Lead the NZ Marketing team for four months in lieu of a General Manager – Marketing. During this time the team delivered the best New Year Sale and Travel Expo in terms of sales and enquiry. In addition, all marketing KPIs were achieved and staff moral remained solid.• Optimised online advertising efficiencies by reducing cost per enquiry and increasing the number of enquiries. • Worked with an external data agency to create a robust data cube to house all retail customer data, developed a single customer view.• Integrated new initiatives into the Travel Expo experience such as electronic data collection, text and email follow-ups within 24hours of a show including interactive surveys to gauge visitor satisfaction.• Brand and TTV growth via third party relationships, such as Farmlands, Fisher & Paykel Finance, Harvey Norman, Les Mills etc.• Implemented voucher redemption system to effectively manage direct marketing offers.• Developed and implemented the retail and corporate direct marketing plans, including online / SEM.• Procurement of creative agency, mailhouse, email marketing provider. Show less Create, implement and manage integrated marketing campaigns for the FCm Travel Solutions brand. In addition, champion direct marketing activity for the corporate brand portfolio. Achievements:• I receive four various Buzz Night awards, including a ticket to the Flight Centre Limited Global Gathering (2008).• Runner up for QLD Young Direct Marketer of the year (2008).• Implemented and managed the corporate bimonthly magazine, Intouch.• Collaborated with an external research agency to implement a robust client satisfaction monitor. Show less

  • Supplier Relations & Commercial Manager

    Jul 2014 - Nov 2017

  • Head of Marketing - Student Flights

    May 2010 - Jul 2014

  • Marketing Manager - New Zealand

    Jan 2009 - May 2010

  • Marketing Campaign Manager (FCM Travel Solutions

    Jul 2007 - Dec 2008
• 

  Dreamworld and SkyPoint

  Nov 2017 - Feb 2019

  Executive General Manager Marketing & Communications

  Reporting to the CEO, and on the Executive Team for Ardent Leisure’s Theme Park division. Responsible for the brand strategy, customer experience, digital transformation, public relations and media spokesperson, brand partnerships, sponsorships, crisis communications and internal comms. Provide leadership to the marketing team, consisting of 18 full time staff, including campaign managers, marketing managers, Coordernators, designers, content producers, copywriters, public relations team, social media.The role was responsible for Dreamworld, WhiteWater World, SkyPoint Observation Deck & Climb, Dreamworld Wildlife Park, and Australia’s largest LEGO Store. Show less

• 

  Phil Hancox - Leadership Coaching

  Mar 2019 - now

  Managing Director & Coach

  Coaching is the process of partnering with clients in a thought provoking and creative process that inspires them to maximise their personal and professional potential.

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  Emporium Hotels

  Jun 2019 - Jul 2020

  Director of Marketing, Communications & Guest Experience

  Reporting to the Hotel GM and collaborating closely with the owners, the role is focused on creating and implementing the marketing function for the brand new $600M development. The remit extends across the full operation including, the five-star luxury boutique hotel, residential apartments, recreational facilities, five food & beverage outlets, conference and event facilities.

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  Taco Bell Australia

  Jul 2020 - Jun 2021

  Head Of Marketing
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  Zazen Water

  Jun 2021 - Dec 2023

  Marketing Director
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  The Star Entertainment Group

  Apr 2024 - now

  As Senior Marketing Manager at The Star Brisbane, I lead a talented team of marketing managers in developing and executing the Resort strategy across hotels, bars, restaurants, entertainment, retail and the broader Queen's Wharf precinct. Together, we drive impactful Through the Line campaigns that elevate brand awareness, engage our audience, and deliver strong returns on marketing investment.In collaboration with internal teams and agency partners, I oversee media planning, creative development, and activation strategies to amplify The Star Brisbane’s presence. My leadership also extends to managing digital and social channels, driving strategic partnerships, and activating immersive brand experiences that resonate with our community and reinforce our market position.With a focus on compliance, sustainability, and excellence in execution, I work closely with cross-functional teams and stakeholders, ensuring that our initiatives align with our brand values and strategic goals. Through my role, I aim to establish The Star Brisbane as a beloved destination, prioritizing activities that build brand affinity and deliver memorable experiences. Show less

  • Senior Marketing Manager (Resort), Commercial Marketing

    Sept 2024 - now

  • Senior Leisure & Entertainment Marketing Manager (Pre-Opening)

    Apr 2024 - Aug 2024