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Speakers

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Adrian Marr Laminex

Adrian Marr

Head of Customer Centricity, Laminex

Adrian has an MBA from Deakin University and is a member of the Customer Experience Professionals Association.  He has worked with a number of multinational market leaders across the FMCG, Telco, Manufacturing and Liquor industries on large scale Transformational Programs

As a Strategy Lead at Campbell Arnott’s he headed up the largest and most profitable change and transformation program in the company’s history.  The project involved the restructure or both head office and field sales to create a stronger and more effective go-to-market offer.  This program consolidated multiple sales teams across Arnott’s Biscuits, Arnott’s Snackfoods and Campbell’s Soup and grew the overall EBITDA by nearly 20% year on year

While CEO of some of the largest Field and Experiential Marketing companies in Australia, Adrian’s role was to work with suppliers and retailers to ensure effective in store and account management execution aligned with customer and category strategies.  He worked closely with companies such as Mars, Proctor & Gamble, Frucor Beverages, Diageo and many others

Prior to his current role, Adrian was employed by SAB Miller when they purchased Carlton & United Breweries and given the task of transforming their Customer Contact Centre.  The result of which was a complete shift in the approach to customer engagement

In his current role at Laminex Australia, Adrian is responsible for developing systems, processes and ways of working that focus on enhancing the Customer Experience (including the management of the Contact Centre).  This includes both transactional and non-transactional customers and inter/intra company relationships.  A big part of this program has been focused on breaking down the internal silos in the business and developing programs that measure the success of the transformation. 

Adrian is considered an expert at being able to analyse, define and design long term customer focused strategies and to then take those strategies to successful implementation