Regional Team Leader – APAC: Direct Marketing, Automated Consumables & Software Annuity
Fuji Xerox, Kuala Lumpur, Malaysia
Total years of experience :11 years, 7 Months
Key Highlights
• Led the outsourcing of both Direct Marketing and Software Maintenance and Renewals function to the Kuala Lumpur Shared Service Centre and deployment of these service models to multiple emerging markets within Asia Pacific
• Selected to lead outsourcing of Automated Consumable Management for Australia and the Philippines
• Key role in achieving profits of over $1M USD, rocketing profitability to 97% in 9 months by optimizing inbound and outbound marketing strategy
• Successfully boosted monthly recurring software maintenance revenue by 490%
• Re-designed Salesforce CRM roles and agent profiles from multiple silos for each country to a regional system and database for a team of 28 sales representatives across 8 countries in 3 languages - English, Vietnamese and Thai
• Restructured Automated Consumables Management function, driving solution adoption from 5% to 91% over 3 months through a targeted inside sales campaign supported by an email account based management workflow
• Led a Direct Marketing function across 5 countries in Asia Pacific, increasing regional email marketing results by 40%, to 44% open rate and 9% CTR, over double industry benchmarks.
• Monitored setup and configuration of PureCloud phone system for a team of software maintenance renewals executives, enabling real-time call coaching and optimized reporting
• Led the implementation of Zendesk Help Desk software to automate email and ticketing workflow for 500+ headcount call center, which resulted in delivering 20% increases in operation efficiency and reducing initial response time.
Key Responsibilities:
Sales and Marketing
• Create the annual sales and marketing plan, judiciously allocate resources, assign weekly, monthly and quarterly targets to the sales teams and monitor sales and marketing activities to ensure achievement of targets within deadlines.
• Carry out extensive market research and marketing studies to understand the dynamics across different markets; monitor competitor movements and marketing tactics to combat competition in high-growth, challenging markets.
• Oversee the digital marketing strategy for the company, track and evaluate marketing initiatives, collaborate with designers, work with the sales and client support teams and identify new online marketing opportunities and trends.
• Formulate strategies to drive online traffic to company website using a variety of methods; plan web, SEO/SEM, email, social media and display advertising campaigns as a part of social media marketing.
Business Development
• Prepare the annual business plan, develop sales forecasts, and formulate specific business development strategies to capture and grow market share in existing and new markets.
• Develop and finalize the annual operating budget, guide the preparation of functional sales budget and allocate resources to meet business requirements based on the annual marketing, promotion and distribution plans.
• Assign targets to the sales teams operating from various regions, communicate target requirements to channel partners and ensure that sales performance consistently remains high.
• Identify and capitalize on new business development opportunities with existing clients and identify areas of improvement to exceed sales and donations quotas; coordinate with sales teams to ensure growth attainment.
Client Relationship Management
• Liaise with existing customers / key accounts, provide product/service information to secure more business, improve quality of existing CRM data, acquire contacts of additional decision makers and schedule meetings with prospective customers, agencies and partners.
• Maintain productive business relations with customers and resolve customer grievance in agreed upon timeframes (referencing performance of resolving grievances against the company service level agreements)
• Build a loyal customer base increasing customer lifetime value; oversee CRM activities, track customer satisfaction scores and enhance overall customer experience.
• Supervise the building and maintenance of customer database, record sales information, appreciations and complaints in the internal system and review sales performance reports to revise marketing strategies.
Continued from The previous section
Key Responsibilities:
Team/People Management
• Recruit, induct and train marketing staff based on staffing requirements, equip the marketing team with product information and knowledge of marketing techniques to ensure successful deal closures.
• Mentor and motivate sales teams to post high sales figures and ensure compliance with standard customer service practices and deploy a participative management style to encourage maximum employee engagement.
• Assist sales and marketing teams to achieve assigned targets, review sales reports forwarded by managers and recommend performance improvement measures to enhance business results.
• Incentivize sales performance to accelerate revenue growth and profit in competitive markets, recommend sales staff for development and promotions, and maintain a high-performing, professional environment.
Key Highlights:
• Re-strategized the marketing function and streamlined the marketing technology stack to access an additional $100, 000 in grant funding.
• Managed a project to guide organization through GDPR compliance risk, data privacy and regulatory challenges.
• Overhauled the hiring and on-boarding strategy to expedite the growth of cross-functional marketing team by providing extensive training to team members.
• Boosted company’s marketing capability to cover creative, production, web design, content, SEO, PPC, CRO, and business intelligence services
• Partnered with organizations in Africa using company software to create user generated content and improve feedback for product and development teams.
• Authored pitch to D & AD Impact Award for ‘World’ software product, gaining exposure in front of industry leaders such as Ariana Huffington.
Key Highlights
• Efficiently managed and led the direct marketing and demand generation activities for Australia; directed digital initiatives for Australian market by managing national and local email marketing campaigns
• Led the implementation of Sitecore Web Content Management System and Experience platform concurrently with website re-design and content refresh, amplifying organic web traffic and web leads
• Achieved 145% of website conversion goals with 28% increase in Digital Leads with zero digital budget in FY 2016.
• Developed and implemented effective CRO and SEO strategy in coordination with sales and market insight teams; competently handled digital budget of $870, 000 for SEO, Adwords, Content, and Marketing tech stack
• Rendered consulting on regional social media policy and social selling strategy for Asia Pacific
Key Highlights
• Achieved business and revenue growth by leveraging in-depth product knowledge, networking and technology platform to increase share of wallet across traditional hardware market, shrinking cost-per-acquisition of customers.
• Developed and implemented go-to-market strategy for SkyDesk CRM across digital, inside sales, field sales and ecommerce channels for Australian product launch.
• Reduced professional services costs to maximize business profitability by customizing white-label sandbox environments to reduce the workload on key technical resources during an ISMS Audit.
Key Highlights
• Set up a Software Maintenance Renewals function for Australia as part of the newly formed IT Services and Enterprise Software business that improved retention across the entire software and solutions portfolio.
• Established software renewals function to increase recurring software revenues with a focus on bottom-line growth, leveraging Direct and Channel partners that elicited gross margin increases of up to 30% in key accounts.
• Successfully ensured growth of $600, 000 in annual recurring revenue, proving viability for regional expansion of function
• Re-engineered upgrade path for Enterprise Content Management software, ensuring licensing compliance.
Key Highlights
• Reported to the President - Asia Pacific Operations to streamline operations across sales, supply chain management, order fulfillment, and analyst support to address revenue-at-risk from communication and system bottlenecks.
• Achieved revenue growth of $600, 000 in 6 weeks by restructuring workflow between order fulfillment and analyst support teams.
• Strategically minimized revenue at-risk for old orders across the organization by 20% through effective planning.
Key Highlights:
• Provided leadership to the team of sales executives to achieve assigned enrolment targets over a number of vocational education courses for students.
• Empowered students on their journey through their career in the natural medicine and health and fitness sector using a consultative sales approach
• Efficiently trained a 3 national career consultant to ensure delivery of 114% of $3.6M revenue target
• Successfully achieved 170% + of monthly target multiple times, averaging over 120% of $1.2M annual target
• Initiated overhaul of payment plan structure to reduce bad-debt by $200, 00
• Managed healthy business relationship with students, faculty staff, technical and administrative staff and executive team as well as industry and career professionals
PREVIOUS ASSIGNMENTS
• Software Licensing Manager, Zallcom Pty Ltd, Canberra, Australia, Mar 2010 - Sep 2011 (01 Year 06 Months)
• Business Analyst, Carriertel Pty Ltd, Sydney, Australia, Jan 2009 - Mar 2010 (02 Years 02 Months)
VOLUNTEERING EXPERIENCE
• Marketing & Social Media Manager, Maroubra Community Market, Sydney, Sep 2015 - Mar 2016
• Move Champion and Community Champion, Marketing, Fuji Xerox, Sydney, Dec 2016 - Oct 2017