Partner, Management Consulting, KPMG

Maree Mamo

Maree is a Partner in KPMG’s Transformation Program Management practice.

She is a senior customer, digital and data executive, with proven success leading large-scale transformations across the entire value chain, driving change to people, processes and technology. Maree’s experience spans multiple industries including retail energy, financial services, retail, travel and tourism, sport and entertainment. Maree is passionate about helping organisations drive commercial value using customer and capability as the orientation.

Experience

— As GM Customer Experience, Digital and Data Analytics, Maree spearheaded and led AGL’s $300 million customer and digital transformation across three investment layers: customer experience, digital adoption and foundational capability (people, process and technology), focusing on cost out and margin growth. Key highlights included Target Operating Model, service design and delivery framework, agile, journey mapping, digital and technology platforms and design, advanced analytics and decisioning.

— As Head of Customer and Channel Management for Coles Financial Services, Maree led the design of the Target Operating Model, all customer channels to market (internet banking, mobile app, website, contact centres and back office operations), to drive improved service, sales and reduced cost to serve. This included building out customer journeys, processes, redesigning BPO provider solutions; technology solutions, analytics and data processes.

— In her role as Head of Customer, Product and Segments at the AFL, Maree designed a customer growth strategy to shift from a product-centric orientation to customer-centric orientation, covering the entire value chain.

— Maree established and built the Flybuys commercial partnerships strategy, for the national relaunch of the Flybuys Loyalty Program for Coles, utilising big data to drive sales and marketing strategy for consumer partners of the program, such as NAB, AGL, Telstra.

— Maree spent 8 years with ANZ in various senior roles across credit cards, banking products and wealth divisions. Key functional leadership spanned sales, marketing, product, data, digital, and channel management.

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