75%
Severity 1 incident reduction
I led an end-to-end governance transformation at Commonwealth Bank under an active ACMA Enforceable Undertaking - identifying compliance gaps across five business units, designing the MarTech governance framework from scratch, and aligning 50+ executive stakeholders to secure external audit pre-approval within four months. It's the clearest proof that I can walk into a high-scrutiny regulatory environment and turn it into an audit-ready operation, fast.
At Woolworths Group, I lead strategic operations and risk governance across an omnichannel media ecosystem - email, SMS and app - supporting personalised engagement with more than 14 million customers. My 15+ years span web and email production at Salmat, delivery leadership at mmw3degrees, and enterprise-scale transformation at Woolworths, with deep Salesforce Marketing Cloud expertise throughout.
75%
Reduction in Severity 1 incidents at Woolworths Group, through an end-to-end incident management framework with a triage model, severity classification and 90-minute SLA standards
66%
Faster QA turnaround across Salesforce Marketing Cloud and app workflows, with standardised risk controls that also lifted app engagement by 33%
28%
Reduction in procedural overhead across campaign delivery, from structured process reviews with marketing teams and external vendors
At Woolworths Group's CustomerX, I designed and embedded a scalable incident management framework aligned to Lean principles, accelerating triage decisions and cutting Severity 1 incidents by 75% and overall campaign incident volume by 15% year on year. I also partnered with Business Continuity Planning to operationalise enterprise crisis protocols, co-developing a crisis playbook that kept campaigns running through platform outages and disruptions.
I led the design of an operational governance framework aligning QA practice with enterprise risk standards, integrating standardised risk controls and campaign assurance checkpoints across Salesforce Marketing Cloud and mobile app workflows. That work reduced QA turnaround times by 66%, lifted app engagement by 33% and cut procedural overhead across campaign delivery by 28%, while a real-time Looker Studio governance dashboard now saves 8-10 hours of manual reporting every month.
Process optimisation
Risk & compliance
Systems & automation
Salesforce Marketing Cloud, Adobe Workfront, Adobe DAM, Looker Studio, Confluence, Jira
FinTech / financial services, Consumer goods / FMCG
5 days
Immediate
3+ months
Hybrid
Tell us about your company, your stage and the gap you need to fill, and we'll introduce you personally, usually within 72 hours.