Susan Miller

Susan is a marketing specialist, with over 20 years’ marketing experience in both corporate and consultancy roles. She has managed all facets of the marketing process, including research, development, implementation and measurement of commercially successful campaigns across a range of industries. Susan’s approach to marketing has always included the application of targeted research.

 After completing a Bachelor of Commerce (Marketing) at UNSW, Susan worked for a range of leading companies including American Express, Westpac and Sky Channel in marketing and sales management positions. Her five years marketing financial services for American Express developed her expertise in direct response marketing and customer loyalty programs. Susan won 4 Australian Direct Marketing Association Awards during that time, including the Gold Award in 1983.

 Susan furthered her career as head of D’Arcy Direct, the direct response arm of DMB&B, responsible for clients such as Medibank Private, Diners Club, Volvo and Just Jeans, specialising in both business-to-business and consumer marketing. Working for the large marketing consultancy Pinpoint for over 8 years, Susan managed clients including Johnson & Johnson, Visa, Schwarzkopf, Cigna Insurance, Wella, and Oral B. Susan focussed on loyalty clubs, customer databases, cause-related marketing, sales incentive programs, product sampling, and educational campaigns. Many of the campaigns Susan developed and implemented for these clients won Australian and international awards, with a campaign for J & J taking out the prestigious International Gold Echo Award in the USA in 1991.

 Susan founded her own marketing consultancy, Bird In Hand, in 1997 and developed business for clients in the corporate relocation, hospitality, accommodation, real estate and financial services industries. Susan’s role included designing and conducting qualitative research for these clients, and utilising the findings to introduce new products and services or introduce programs to improve customer satisfaction and retention. Her clients’ customer databases were also researched on an ongoing basis to more effectively tailor marketing communications and optimally apply resources.

 In her role at UltraFeedback, Susan is able to apply her many years of hands-on experience as a marketing professional to understand clients’ research objectives and make informed recommendations for effective outcomes.

 Questions? Email susan.miller@ultrafeedback.com