Professional Experience
PROFESSIONAL PROFILE
Senior commercial operations and business performance leader with more than 25 years' experience helping independently operated businesses improve profitability, customer experience and long-term commercial performance across Mercedes-Benz, Porsche, BMW, Toyota and GM Holden.
Recognised for partnering with business owners, executive leadership and frontline teams to identify opportunities, develop capability and deliver measurable business improvement through practical coaching, commercial analysis and operational leadership. Extensive experience in P&L management, budgeting, forecasting, KPI development, customer retention, training curriculums, leadership development and business transformation.
My leadership philosophy is simple—strong businesses are built by developing capable and engaged people, making informed commercial decisions and creating practical systems that deliver consistent improved results. Throughout my career I have combined operational and financial insight with hands-on coaching to continual improvement performance, strengthening customer relationships and building sustainable growth.
Service Manager
Mercedes-Benz Toorak
Lead Mercedes-Benz aftersales with accountability for customer experience, commercial performance, team capability and continuous improvement. Develop advisors, technicians and support teams through coaching, mentoring and structured capability programs that strengthen performance and customer outcomes. Oversee workshop productivity, capacity planning, financial performance, warranty governance and process improvement, implementing practical strategies that improve customer retention, operational efficiency and profitability.
Key Achievements
• Developed the Mercedes-Benz Modern Classic strategy after identifying approximately $3.2 million in previously unmeasured declined parts opportunities, resulting in a Mercedes-Benz Australia Dealer Council workshop.
• Developed advisor Triage coaching programs, customer communication scripting standards and visual inspection tools that strengthened customer engagement and repair conversion.
• Implemented targeted CRM and customer retention strategies to reconnect disengaged customers and improve workshop utilisation.
• Developed Power BI intelligence reporting and performance dashboards that strengthened operational visibility, coaching and commercial decision-making.
• Presented the Modern Classic strategy to the Mercedes-Benz and the Club of Victoria, promoting dealer engagement within the ageing vehicle market.
Nov 2025 – 7th August 2026
Group Consulting Specialist
Barry Bourke Motors Group
Provided strategic consulting across a privately owned automotive group of 12 dealerships, partnering with executive leadership to strengthen operational performance, governance and business readiness during a period of significant organisational change. Reviewed dealership operations, compliance, warranty processes and commercial performance while supporting executive decision-making through operational analysis, process improvement and strategic recommendations.
Key Achievements
• Supported executive leadership through the successful transition of a 12-dealership automotive group, maintaining operational continuity towards the acquisition by Autosport’s Group.
• Reviewed and streamlined the Group's Pre-Delivery Centre, improving workflow, vehicle throughput and operational consistency across multiple dealerships.
• Prepared executive reports, compliance documentation and operational reviews supporting warranty governance, investigations, VCAT matters and strategic business decisions.
• Supported executive integration planning, identifying opportunities to strengthen governance, improve operational efficiency and maintain business performance throughout organisational change.
Jun 2025 – Nov 2025
Porsche Centre Doncaster, Porsche Centre Brighton & Essendon Ducati
Jun 2017 – May 2025
Commenced at Porsche Centre Doncaster before being promoted within six months to lead the aftersales operations at Porsche Centre Brighton in recognition of strong operational and commercial performance.
Led Porsche aftersales operations with accountability for commercial performance, customer experience, dealer capability and operational excellence. Developed high-performing teams through mentoring, coaching and capability programs while driving continuous improvement across service operations, warranty governance, CRM and digital technologies.
Partnered with executive leadership, accountants and Porsche Australia to deliver financial growth, major capital projects and strategic initiatives. Held responsibility for budgeting, forecasting, P&L performance, operational governance and customer satisfaction while supporting business transformation and organisational change.
Key Achievements
• Increased retail aftersales gross profit by 35% within six months through commercial analysis, operational improvement and capability development.
• Led the $7.5M redevelopment of Porsche Centre Brighton, providing operational leadership throughout planning and construction while maintaining business continuity, customer experience and commercial performance.
• Appointed Acting General Manager of Essendon Holden while continuing to lead Porsche Centre Brighton, directing the successful transformation of the Essendon operations through the closure of Holden, franchise divestment, redevelopment of PM Studio into a Bosch Car Service Centre and Ducati Melbourne West dealer start up, workforce integration and recruitment, while maintaining customer experience, operational continuity and commercial performance.
• Selected as a Porsche Australia Pilot Dealer, leading the implementation of Infomedia Triage, Porsche Express Maintenance and other national aftersales initiatives while presenting project outcomes at National Aftersales Conferences.
• Designed and established a centralised Pre-Delivery Centre following Penske's acquisition of Melbourne's three Porsche dealerships, improving vehicle logistics, storage capacity and pre-delivery efficiency through a dedicated off-site operation that streamlined vehicle flow across the dealer network.
• Led the commercial and operational review supporting Penske Automotive Australia's acquisition of Porsche Centre Melbourne, identifying significant commercial findings that contributed to six-figure settlement savings.
Aftersales Operations & Project Manager
South Yarra BMW – South Yarra, Oakleigh & Hawthorn
Oct 2013 – Jun 2017
Led aftersales operations across South Yarra, Oakleigh and Hawthorn with accountability for commercial performance, customer experience, team capability and operational excellence. Managed approximately 65 employees while delivering business transformation, financial performance and continuous improvement across multiple sites.
Key Achievements
• Led the $11M redevelopment of South Yarra BMW, maintaining business continuity, customer experience and commercial performance throughout the project.
• Transformed customer experience, improving CSI from one of BMW Australia's lowest performing dealerships to Runner-Up in the BMW National Aftersales Challenge, while being appointed to the BMW National Dealer Council.
• Designed and implemented a centralised Business Development Centre (BDC), strengthening customer retention, workshop utilisation and operational consistency, with elements later adopted by BMW Australia.
• Developed and implemented the Fast Lane Service operating model, later adopted nationally by BMW Australia and subsequently adapted across Porsche and Mercedes-Benz dealerships.
• Planned and established the Hawthorn BMW Satellite Service Operation, expanding dealership capacity, improving customer accessibility and supporting continued business growth.
Service Manager
Barloworld Holden – Glen Waverley
Mar 2011 – Oct 2013
Led service operations with accountability for commercial performance, customer experience, team leadership and operational efficiency while ensuring compliance with Holden manufacturer standards.
Key Achievements
• Improved technician productivity and workshop efficiency through workflow redesign and operational process improvement. Overhauled the warranty governance policies. Created Training curriculum and improvement plans.
• Strengthened customer satisfaction and commercial performance by implementing structured performance management and team development initiatives.
Service Manager
Nunawading Toyota & Doncaster Toyota, VIC
Jun 2001 – Mar 2011
Progressed from Toyota Master Technician and Service Advisor into senior aftersales leadership, developing strong foundations in Lean operations, customer experience, warranty governance and high-volume multi-site dealership management.
Key Achievements
• Led high-volume aftersales and pre-delivery operations, managing productivity, capacity, customer experience and operational performance.
• Planned and established the Doncaster Toyota Satellite Service Centre, expanding operational capacity, improving customer accessibility and supporting continued business growth.
• Redeveloped pre-delivery operations, improving workflow, vehicle throughput and operational efficiency.
• Developed the Lean operating principles that later formed the foundation of the Fast Lane Service model adopted by BMW Australia and subsequently adapted across Porsche and Mercedes-Benz dealerships.