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Employment History

02.2013Present

Co-Founder / GM Customer Experience & Operations

Flick Electric Co

This dual GM role is responsible for growing the organisation from concept/ startup, scaling through to commercial operations, and remit includes both the overall experience of Flick's electricity customers, as well as overseeing the market, platform & operational elements of the business. The roles were integrated in late 2015.

Key responsibilities include:

  • Champion great CX for all lifecycle touch-points, and delivery of continuous improvement initiatives and strategic projects which provide exceptional customer experience & realise underlying business value.
  • Utilising smart digital tech & channels to maximise innovative CX, increase customer engagement, and reduced cost to serve.
  • Develop and implement strategies to increase acquisition conversion rates and mitigate customer churn.
  • Ensure all general middle- & back-office services are scalable and operating at peak efficiency.
  • Business owner for all CX & Ops tech development initiatives: from business-casing & requirements, to UAT and production releases.
  • Lead and manage a fully-integrated CX & Ops team of 20-50.
  • Development & maintain external relationships & commercial agreements with NZ market participants.
  • Attain & maintain all mandatory certification required under the Code, complying with all Code requirements, and meet all statutory & legal requirements.

Tech development methodologies followed include both Agile, via sprints & scrums, as well as Kanban.

Articles:

https://www.pressreader.com/new-zealand/the-dominion-post/20150826/282093455488777

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11674755

http://www.nzherald.co.nz/wairarapa-times-age/midweek/news/article.cfm?c_id=1503659&objectid=11524782

http://sotw.nz/tag/shannan-hargreaves/

08.201002.2013

Operations Manager

The Insulation Company (Powershed Management Group)

Responsible for the development, implementation and management of a nationwide home insulation programme.  The Insulation Company managed the delivery of Autex Industries' contracts with EECA (Energy Efficiency and Conservation Authority) for the Warm Up New Zealand: Heat Smart, and Warm Up New Zealand: Healthy Homes programmes.

01.200908.2010

Business Marketing Specialist

Meridian Energy Ltd

This position is responsible for the implementation & oversight of multiple internal & external sales channels, support networks, and monitoring mechanisms to maximise acquisition & retention. 

  • Development of brand campaigns, with above- and below-the line activity
  • Implementation of multi-channel acquisition offers, including end-to-end internal fulfilment.
  • Responsible for mass market segment-specific communications
  • Improvement of tactical processes and tools utilised by customer-facing teams to maximise acquisition sales while always considering implications on downstream customer retention strategies.
  • Management of substantial acquisition budget.
  • Vendor management across multiple channels.

08.200701.2009

Corporate Key Account Manager

Meridian Energy Ltd

Corporate relationship management servicing complex multisite national corporate accounts to maximise the value of the customer relationship.

Key responsibilities include:

  • Contribute to the development and implementation of the customer sales and service strategy.
  • Ensure completion across portfolio of contract re-signs with key accounts directly, appointed consultants or affiliated buying groups.
  • Problem investigation & resolution.
  • Collaboration and monitoring of market trends & competitor information.

 

03.200608.2007

Senior Advisor

Energy Efficiency & Conservation Authority [EECA]

Design & deliver the nationwide solar finance assistance programme to increase the uptake of solar hot water in New Zealand.

Key responsibilities include:

  • Successfully concluded national RFP to procure provider for solar water heating finance assistance scheme.
  • Establish close working relationships with key solar water heating industry stakeholders.
  • Re-develop in-house processes to ensure streamlined, efficient and auditable practices implemented across the programme.
  • Team leader with 6 direct reports. 

05.200403.2006

Industrial Account Manager

Unison Networks

The position was responsible for establishing effective relationships with significant regional industrial customers to determine & maximise opportunities for increased revenue.

Key responsibilities include:

  • Develop and secure revenue streams to meet market plans
  • Investigate network assets installed off-site, and confirm historic ownership.
  • Determine prospective expansion or development information to assist with capital planning projects and load forecasting, and reduction of stranded assets.
  • Tactical liaison for Hawke’s Bay Power Consumers’ Trust, including evaluation of partnership funding requests, community funding projects, annual consumer dividend rebate planning and implementation and assistance with community fundraising initiatives.

02.200405.2004

Energy Advisor - Demand Response (12 week contract)

Energy Efficiency & Conservation Authority [EECA]

Short term contract to maintain continuity on the Demand Response project, including delivery of existing demand response and renewable energy programs.

12.200102.2004

Relationship Manager

Genesis Energy

This role involves developing & maintaining  relationships with key commercial and industrial customers in order to maximise customer retention and acquisition

  • Develop, negotiate, implement, manage and renew energy and related product and service contracts
  • Establish working relationship with lines companies and other key suppliers
  • Monitor and report monthly on competitor activity including pricing, marketing and community activities.
  • Transition all Wellington major customers  from NGC while training new Relationship Manager.

20012001

Business Account Manager - On Energy Limited / NGC

19982000

Business Account Manager - TransAlta NZ

19951996

Trainee Officer - NZ Defence Force

Competencies

  • Internal and external stakeholder management experience.
  • Exceptional customer experience focus.
  • Commercial awareness & business acumen.
  • Experience in financial management and control.
  • Excellent documentation & report writing skills.
  • Ability to manage multiple tasks simultaneously and under pressure.
  • Able to develop, coordinate, delegate and plan work activities.
  • Experience recruiting new staff and their induction.
  • Experience managing personnel, staff administration, career development and training.