Bernice Winoto
Chatswood,Sydney
Summary
Experienced Senior Client Services Executive prioritising the customer experience whilst driving data-driven growth, marketing, and business objectives. Confident and reliable leader adept at leading cross-functional teams in client and agency roles. Recognised for exceptional collaboration across business functions, trusted as a leader of projects and transformation initiatives. Passionate about making positive impacts that drive organisational success.
Overview
26
26
years of professional experience
Work History
Client Services Director
George P Johnson
04.2024 - Current
- Company Overview: GPJ is an award winning marketing experience agency
- Improved client satisfaction by restructuring the GPJ India account team, hiring and mentoring a new country account lead
- Support and coach the team working on strategic initiatives with key clients
- Build a culture of excellence via relationship development, productive work practices, exceeding client expectations and objectives
- Results: Client satisfaction has improved within 6 months
Senior Global Account Director
George P Johnson
04.2015 - 03.2024
- Oversaw global account team responsible for client's biggest global brand revenue program
- Grew the account team to include strategy and data analytics - delivering customer insights to maximise clients ROI & growth
- Enriched client reports with comms strategies, engagement data, conversion trends and customer behaviour insights for better CX
- Spearheaded award winning strategic and measurable global sustainability program
- Increased engagement and collaboration across dispersed and cross-function teams in regional roles by sharing best practices
- Extended client value via experience audits, brand consistency, competitor insights, customer journeys, robust budget and project management, and areas for improvement
- Initiated DEIB program at GPJ ANZ
- Mentored junior team members
Marketing Executive, Software Group (SWG) Growth Markets Unit (GMU)
IBM
10.2010 - 03.2015
- Reporting to Marketing VP for Growth Markets with 10 reports (3 direct and 7 functional)
- Increased ROI for IBM's Software business across Asia Pacific, China, Latin America and MEA by driving campaign efficiencies
- Piloted nurture campaigns, next best offer, propensity to buy models, and lead scoring across growth markets - improving lead quality
- Launched a digital marketing health check that centralised common requirements and delivered operational efficiency
Manager, IBM SWG Marketing Hub, Asia Pacific & China (APAC)
IBM
01.2008 - 02.2010
- Successfully piloted the biggest offshore resourcing centre for IBM in Bangalore, India
- Partnered with global VPs and regional leaders to identify roles, create job descriptions, interview, hire, enable and connect disparate teams via trust and teaming
- Doubled the initial team within 1 year, and trebled the team by the end of the 2nd year
- The India pilot informed the launch of hubs in Europe and Latin America and grew to 1,000+
- This role was in addition to my role below
Manager, IBM SWG Marketing Demand Programs, Asia Pacific & China (APAC)
IBM
01.2007 - 12.2009
- Validated lead growth increased between 14-27%. Exceeded $300m+ USD target by 18% and managed $25m USD marketing budget
- Managed a cross-discipline team: agency relationships, demand programs, and digital campaigns. Reported to Marketing VP
- Functional direction to regional marketing leads, comms, PR and analyst teams in Asia
- Selected for Top Talent Program, to support top 5% performers with high potential
Lotus Marketing Manager, IBM SWG, Asia Pacific & China (APAC)
IBM
01.2004 - 12.2006
- Returned a business to growth through collaborative partnership with sales, channel and marketing teams across Asia
- Delivered double digit revenue growth for 22 consecutive months, gaining market share in a very competitive market
- Led a team of 13 marketing managers to drive 30% year on year growth in 2006
- Won the 'Innovation in Marketing Award'
Channel Marketing Manager and eBU Lead, IBM SWG, Asia Pacific & China (APAC)
IBM
01.2002 - 01.2004
- Grew Channel Certifications 12% over target
- Project Managed internal education for over 1,000 staff at global and local event
Database Brand Marketing Manager & Acquisition Manager, IBM SWG, APAC
IBM
01.1999 - 01.2002
- Won award for overseeing the integration of all marketing aspects of a $1B USD acquisition
Education
Honours Degree - Communication Studies
Coventry University
Coventry, UKChartered Institute of Marketing Certicate -
Charted Institute of Marketing
Cert IV - Leadership and Management
Ashley Institute of Training
Skills
- Stakeholder Management
- Clear Communication across all levels
- Team Leadership
- Emotional Intelligence
- Customer Experience
- Strategic goal setting
- Relationship Management and Development
- Agile mindset
- Innovation and pilot mentality
- Change Management
- Business Planning
- Accountability
- Self-starter
- Collaborative Teamwork
- Diversity & Inclusion advocate
- Sustainability advocate
Programs & Platforms
- Microsoft Office
- Google Suite
- AirTable
- Slack
- Salesforce
- RainFocus
- Marketo
- Deltek Workbook
- Tableau
Early career summary
- Campaign Manager, EMEA, IBM UK: January 1997 - February 1999
- Internal Comms, EMEA, IBM UK: August 1995 - December 1996
- PR Consultant, for technology and education clients: UK, 1993 - 1995
- Reporter, Breakfast Show, BBC South Radio, UK: 1992-1993
- Asst Reporter and Presenter, BBC Midlands Radio, UK: 1989-1992
Timeline
Client Services Director
George P Johnson
04.2024 - Current
Senior Global Account Director
George P Johnson
04.2015 - 03.2024
Marketing Executive, Software Group (SWG) Growth Markets Unit (GMU)
IBM
10.2010 - 03.2015
Manager, IBM SWG Marketing Hub, Asia Pacific & China (APAC)
IBM
01.2008 - 02.2010
Manager, IBM SWG Marketing Demand Programs, Asia Pacific & China (APAC)
IBM
01.2007 - 12.2009
Lotus Marketing Manager, IBM SWG, Asia Pacific & China (APAC)
IBM
01.2004 - 12.2006
Channel Marketing Manager and eBU Lead, IBM SWG, Asia Pacific & China (APAC)
IBM
01.2002 - 01.2004
Database Brand Marketing Manager & Acquisition Manager, IBM SWG, APAC
IBM
01.1999 - 01.2002
Honours Degree - Communication Studies
Coventry University
Chartered Institute of Marketing Certicate -
Charted Institute of Marketing
Cert IV - Leadership and Management
Ashley Institute of Training
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