In this episode of CMO Chapters, Lucy Bolan is joined by James McIntyre, a Marketing and Customer Experience (CX) consultant specialising. James helps brands grow their business by improving their Customer Experience and has worked with leading companies in the loyalty, membership, and rewards space, including Wesfarmers OneDigital, Cashrewards (ANZ Bank), Flybuys, Medibank, and Realestate.com.au.

He is passionate about understanding humans, technology, and leading great work and teams to solve problems that help businesses acquire, retain, and delight members.

James shares his journey from strategic roles to becoming a CX expert, discussing how starting his own business shaped his approach to customer engagement. He reflects on leadership, soft skills, and the power of aligning teams around customer goals. Additionally, James offers insights into balancing AI's role in CX while maintaining a human touch. If you’re looking to advance your career in CX or marketing, this episode is packed with actionable insights.

Key Takeaways:

• CX and Technology: James highlights the importance of using data and technology to quickly respond to customer signals in real-time, enhancing customer journeys and experiences.
• Leadership Journey: He shares his path into leadership, emphasising the value of lifelong learning, feedback, and persistence when pursuing leadership roles.
• Soft Skills Matter: Beyond technical abilities, empathy, communication, and collaboration are crucial for driving CX and engaging teams across various departments.
• AI and Human Touch: While AI plays a significant role in automating CX processes, James stresses the need for human empathy in deciding when and how to implement AI for optimal results.

What's James Listening to and Reading:

Podcast:

• 15 Minutes with the Boss – A podcast about success, failure, and everything in between. Listen here
• Black T Shirts – Hosted by Brent Smart (Telstra CMO) and Adam Ferrier (Thinkerbell), celebrating creativity in marketing. Listen here

Reading:

• CXnetwork.com newsletter for global insights on customer experience.
• The Obstacle is the Way: The Timeless Art of Turning Trials into Triumph by Ryan Holiday.
• Chief Customer Officer 2.0 by Jeanne Bliss.

Recommended Resources:

• Diary of a CEO podcast by Steven Bartlett – A podcast James recommends for leadership insights and personal development.
• CXPA (Customer Experience Professionals Association) – A global organisation that provides certifications and resources for CX professionals.

Connect with James McIntyre:

LinkedIn: James McIntyre

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Instagram: @NewChapterTalent

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This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

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In this episode of CMO Chapters, Lucy Bolan sits down with Oonagh Flanagan, Chief Marketing Officer at FunLab—the parent company of brands like Holy Moly, Strike Bowling, and Hijinx Hotel. With over 23 years of marketing experience across diverse industries, including consumer finance, online casino, and prop tech, Oonagh shares her journey from Ireland to Australia, navigating career pivots, and how being commercially-minded has been crucial to her success.

Oonagh discusses the importance of building core marketing fundamentals, making courageous career moves, and the privilege of leading and mentoring a team. Whether you're a new marketer or a seasoned professional, this episode is packed with wisdom on leadership, career growth, and the evolving role of the CMO.

Key Takeaways:

• Commerciality is Key: Oonagh emphasises the importance of mastering numbers and understanding the business’s financial side to gain credibility and drive impact as a marketer.
• Career Courage: Moving across industries and countries wasn’t easy, but Oonagh reflects on how those bold decisions helped shape her confidence and career trajectory.
• Leadership & Mentorship: The role of CMO is as much about developing the next generation of marketers as it is about strategy and execution. Oonagh shares how being a people leader is an intense privilege that should not be taken lightly.
• Stay Grounded in Fundamentals: While technology and tools like AI will continue to evolve, marketers should never lose sight of the basics—understanding the audience, setting a clear strategy, and using the right tactics to solve problems.

Recommended Resources:

• Mini MBA in Marketing by Mark Ritson – A program Oonagh highly recommends for its solid grounding in the fundamental principles of marketing.
• How Brands Grow by Byron Sharp – A must-read resource on brand strategy and distinctive assets that Oonagh and her team frequently revisit.

Connect with Oonagh Flanagan: LinkedIn: Oonagh Flanagan

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au

In this episode of CMO Chapters, Lucy Bolan sits down with Karl Winther, Chief Marketing Officer at Kogan.com, to explore his dynamic career in retail and e-commerce. Karl reflects on his 20+ years of experience, including leadership roles at Officeworks, Australia Post, and Myer, and the lessons he learned along the way. From managing toy catalogues at Myer to spearheading marketing for one of Australia's top e-commerce platforms, Karl shares how being adaptable, curious, and committed to learning has helped him thrive.

Karl offers practical advice on career progression, the importance of understanding both the creative and commercial sides of marketing, and how investing in relationships can help you excel as a leader. Whether you’re an aspiring CMO or a seasoned marketer, this episode is filled with valuable insights for those looking to make an impact in the world of marketing.

Key Takeaways:

• Career Progression: Karl emphasises the importance of focusing on progression rather than fixating on titles. He shares how taking unexpected roles early in his career helped him build a strong foundation in retail and marketing.
• Navigating Challenges: One of Karl’s biggest lessons came from working in a role he hated early in his career—inventory planning. He explains how this experience taught him critical business skills like P&L management and stakeholder engagement, which have been invaluable throughout his CMO journey.
• The Power of Relationships: Karl stresses the significance of building strong relationships within and outside your team. He reflects on the advice given to him about nurturing internal relationships, which he believes has been key to his success.
• Get Things Done: A core principle Karl lives by is to take action and focus on execution. He believes in the value of getting things done, even if it's not perfect, and continually iterating to improve results.

Recommended Resources:

📖 Mindset by Carol Dweck – A key resource on developing a growth mindset, something Karl believes is crucial for long-term career success.

📖 Creativity, Inc. by Ed Catmull – This book, by one of the founders of Pixar, explores how to foster creativity in teams while maintaining high standards of feedback and collaboration.

🎧 Podcasts: Karl recommends listening to podcasts like WorkLife by Adam Grant, which focuses on improving workplace culture and leadership.

Connect with Karl Winther: https://www.linkedin.com/in/karl-winther-53570673/

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

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This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au

In this insightful episode of CMO Chapters, host Lucy Bolan sits down with Paul Murphy, an experienced lecturer at Monash University’s Department of Marketing. Paul, who transitioned from the corporate world to academia, shares his unique perspective on the evolving marketing landscape and the education of the next generation of marketing leaders.

Paul discusses emerging trends in marketing education, the importance of soft skills in a hybrid work environment, and offers advice for both graduates and employers. Whether you’re an aspiring CMO, a marketing professional looking to hire fresh talent, or someone navigating the early stages of a marketing career, this episode is packed with valuable insights on bridging the gap between theory and practice.

Key Takeaways:

• Social Media’s Role: While social media continues to captivate marketing students, Paul emphasises the need to see it as part of a broader marketing strategy, not just a career in itself.
• Post-COVID Challenges for Graduates: Many students who experienced remote learning during the pandemic now struggle with ambiguity and fear of failure in the workforce. Paul offers advice on overcoming this.
• Soft Skills Matter: Communication, resilience, and empathy are critical for marketing graduates, especially in a hybrid work environment where personal interaction may be limited.
• Practical Job Search Advice: For graduates seeking their first step in marketing, Paul highlights the importance of leveraging part-time work experience and developing generic skills such as customer service and problem-solving.
• Bridging the Gap Between Marketing and Sales: Paul emphasises the importance of understanding sales roles for marketers, recommending that marketers spend time in sales positions to develop empathy and strengthen collaboration with sales teams.

Paul’s Tips:

1. Keep your textbooks, especially the ones from subjects you found challenging. They provide a solid foundation of knowledge to refer back to throughout your career.
2. Focus on continued professional development. The fundamentals of marketing change slowly, but how we do things evolves rapidly—stay updated!

Connect with Paul Murphy: https://www.linkedin.com/in/paul-murphy/

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au

In this insightful episode of CMO Chapters, Lucy Bolan interviews Tash Rahalkar, General Manager of Marketing Performance and Operations at MYOB and an accomplished marketing leader with over 20 years of experience. Tash shares her journey from migrating to Australia in 2005 to becoming a key figure at MYOB, leading marketing performance and operations.

Key Highlights:

• Career Beginnings: Tash discusses her move from India to Australia in 2005 to pursue an MBA, which helped her adapt to the Australian market. She landed her first marketing role at ADP and highlights how young professionals can hustle, network, and lean into opportunities.
• Leadership Philosophy: Tash is passionate about developing her team. She emphasises the importance of recognising individual career goals, whether it’s vertical growth or becoming a subject matter expert. She advocates for continuous learning, encouraging her team to explore new skills through projects, mentoring, and knowledge sharing.
• Navigating Challenges as a Migrant: Tash reflects on overcoming self-doubt and imposter syndrome early in her career, as well as her approach to leadership. She highlights the importance of hard work and talent over appearance or accents.
• Development and Growth: Tash shares her perspective on leadership, highlighting that not everyone aims for management roles. Some team members may prefer to develop as experts in their fields, and it’s important to support these aspirations.
• Marketing Performance and Strategy: Tash stresses the importance of understanding the commercial aspect of marketing. Marketers must link their work to business growth and ensure that all campaigns are data-driven and aligned with business goals.
• Personal Branding and Public Speaking: Tash advises aspiring marketers to think of themselves as brands, particularly on platforms like LinkedIn. She also discusses her approach to public speaking and how marketers can get involved in panel discussions or events to enhance their personal brand.
• AI and Martech Trends: As AI and automation reshape marketing, Tash encourages marketers to stay focused on solving real business problems and integrating new tools thoughtfully, rather than getting distracted by shiny technologies.

Takeaways for Aspiring CMOs:

• Hone your craft and broaden your understanding of all facets of marketing.
• Embrace the commercial side of marketing—know how to tie your work back to revenue and growth.
• Build a strong personal brand, but stay authentic. Speak on platforms and panels that align with your passions.
• Stay ahead of trends, especially in AI and marketing automation, but always focus on solving the right problems for your business.

This episode provides rich insights for marketers at all stages of their careers, particularly those looking to advance into leadership roles. Tash’s candid discussion on growth, leadership, and navigating challenges will resonate with listeners aiming to carve out their path to CMO.

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

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This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website:

In this episode of CMO Chapters, host Lucy interviews Natalie Truong, Chief Marketing Officer at EY, as she shares her unique journey to becoming a CMO, insights into leadership, and strategies for aspiring marketers. Natalie discusses how her career didn’t follow the traditional corporate ladder but rather took a more diverse and exploratory route. From working in various sectors, such as finance and professional services, to leading teams across multiple geographies, her career demonstrates the importance of cross-functional knowledge and adaptability.

Key Topics Covered:

• The Non-Linear Career Path: Natalie’s experience navigating her marketing career across industries and continents, including advice on gaining diverse experiences rather than rushing to reach the CMO title.
• Advice for Aspiring CMOs: Tips for marketing professionals aiming to reach senior leadership positions, including the importance of learning various aspects of marketing, patience, and gaining cross-functional business knowledge.
• The Importance of Business Acumen: Natalie stresses the need for marketers to understand the broader business landscape, from financials to operations, and how it all ties into successful marketing leadership.
• Adapting to New Trends – The Role of AI: The critical role of AI in marketing and how staying ahead of technological advancements can make or break a career in today’s fast-paced industry.
• Leadership and Team Development: Insights on being an effective leader, from managing diverse teams to having tough conversations and fostering a culture of growth and success.
• Global Marketing Experience: Natalie reflects on the value of working in global markets, the challenges of managing global teams, and how this experience has shaped her as a marketing leader.
• Defining Success as a CMO: Beyond metrics and campaigns, Natalie measures her success by the culture she helps build and the leaders she develops.

Resources & Mentions:

• Thomas Barta: Marketing Masterclass on leadership in marketing.
• Jim Stengel: Interviews with top marketing professionals, including insights from his time as CMO of P&G.

Books:

• Radical Candor by Kim Scott
• Leaders Eat Last by Simon Sinek
• Legacy and The Art of Winning by Dan Carter

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au

In this debut episode of CMO Chapters, host Lucy delves into the dynamic world of marketing leadership with Nicola Clement, Chief Experience Officer at Adore Beauty. Nicola, a seasoned professional with over 23 years of experience in digital and retail, shares her journey from her early days in marketing to leading major transformations at iconic brands like Myer, Jetstar, Smiggle, and Kathmandu. The conversation is packed with actionable insights for aspiring CMOs, including the importance of soft skills, personal branding, and how to navigate the complexities of today's business landscape.

Join us as Nicola opens up about her career path, the lessons learned from both great and challenging leaders, and her advice on how to achieve success in the ever-evolving marketing world.

Key Takeaways:

• Career Path & High Achiever Mindset: Nicola reflects on her journey, emphasising the importance of curiosity, problem-solving, and finding a balance between left-brain logic and right-brain creativity in marketing.
• Learning from Leaders: Nicola shares how past bosses, both supportive and difficult, shaped her leadership style, underscoring the importance of giving teams space to shine.
• Moving Up the Ladder: She breaks down the myth of linear career progression, advising marketers to focus on developing a broad skill set, embracing sideways moves, and being conscious of long-term goals.
• AI in Business: A candid discussion on how AI isn't new but now more accessible, Nicola stresses the need for a business-driven approach to AI rather than chasing shiny tech solutions.
• Personal Branding: Nicola encourages marketers to show up authentically and take advantage of panel opportunities to build their personal brand.
• Work-Life Balance & Stress Management: Nicola opens up about her struggles with stress and anxiety, sharing how "time budgeting" and maintaining balance help her manage a demanding career.

Recommended Reading from Nicola:

• Radical Candor by Kim Scott – A guide to giving and receiving feedback while fostering psychological safety in the workplace.
• Shakti Leadership – Exploring the balance of feminine and masculine power in business leadership, and how showing up as your whole self can drive success.

Connect with Nicola: LinkedIn: Nicola Clement

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

Website: https://www.newchaptertalent.com.au/contact-us

LinkedIn: https://www.linkedin.com/company/new-chapter-talent/

Email: lucy@newchaptertalent.com.au