Elaine Schillinger

Most of my work starts the same way. An organisation has something important to say, the stakes are high, and the way it gets communicated will either build trust or quietly erode it. That is the space I have worked in for over 20 years, across marketing, communications, customer experience and capability building, in corporate, government, professional services and aged care.

I have led brand and rebrand programs, run executive and crisis communications through acquisitions and the COVID period, designed customer experience programs off the back of real research, and coached everyone from graduates to C-suite leaders to communicate with more clarity and confidence. More recently my focus has moved to how leaders and teams use AI well in high-stakes communication, where a confident but wrong answer carries real reputational, legal or human risk.

Director & Principal Consultant - Let's Present Pty Ltd

(2018-06)

Communications strategy, capability building and customer experience for organisations and individuals across corporate, government, professional services and small business.

AI in High-Stakes Communication workshops - Let's Present Pty Ltd A practical, hands-on program for leaders and teams who work where a confident but wrong answer carries real consequences, including professional services, legal, healthcare, government and other public-facing roles.

• Designed and delivered as tailored workshops built on real cases, including own lived experience, so the learning lands rather than stays theoretical.
• Anchored in judgement and decision quality. The AI tools support clearer thinking and faster drafting, with human accountability and clear guardrails kept in place.
• Built on the proprietary RAPID Prompt Framework, helping people research, draft and decide with AI while protecting accuracy, privacy and trust.

Interim Chief Marketing Officer - Pretium Group

(2025-04 - 2025-12)

Financial services. Specialist funding for the insolvency sector.

• Led the marketing function and positioned the business as a specialist funder in its sector, with customer experience at the centre.
• Built and repurposed multi-channel content across LinkedIn, blog, email, brochures and case studies to establish the Managing Director and brand as trusted voices.
• Worked with the Managing Director and partners to identify speaking, networking and industry opportunities to grow brand presence.

Marketing & Operations Consultant - Bare Skin Boutique

(2020-10 - 2021-02)

Startup dermal clinic, health and aesthetics.

• Developed and ran the brand and marketing strategy from scratch, including identity, brand guidelines and all collateral.
• Designed and delivered SEO, Google Ads and social campaigns that attracted more than 1,000 new clients within twelve months.
• Set up customer service protocols and ran team training, helping the clinic hold consistent five-star Google ratings.

CX Transformation & Communications - Japara Healthcare (now Calvary Health Care)

(2019-07 - 2020-09)

ASX-listed aged care provider.

• Designed and led a customer experience transformation across 50 homes, built on national NPS research with 550 residents, families and referrers.
• Designed and rolled out the organisation-wide "CREATE Exceptional Service" program, aligned to the company values and the Aged Care Quality Standards.
• Delivered 12 half-day workshops to Executive, Clinical, Admissions, Commercial and Support teams, and presented findings to the Board to guide action planning.
• Partnered with a digital agency to build the gamified "Japara Way" mobile training app for 5,800 staff, launched November 2020 and nominated for a Victorian Premier's Award.
• During the initial COVID period, supported the CEO and executive team with internal and external communications.

NPS & Service Standards Facilitator - Penske Power Systems

(2019-03 - 2020-03)

• Presented NPS results through quarterly roadshows across Australia and New Zealand, and facilitated branch-level improvement planning with leaders and teams.
• Supported sustained branch improvement, including Hunter Valley lifting from an NPS of +42 to +82 across consecutive survey rounds.

Brand & Customer Service Trainer - BlueCross | SapphireCare Aged Care

(2018-08 - 2018-12)

• Designed and delivered the "Creating the Exceptional" customer experience program across Head Office and 25 aged care homes.
• Built facilitator guides and scalable materials, and produced a training video for induction and refresher use.
• Supported cultural integration following the merger with SapphireCare.

Head of Marketing - FUJIFILM Data Management Solutions (formerly Fuji Xerox)

(2021-03 - 2023-07)

Multi-channel customer communications and business process outsourcing to government and large enterprise. Senior marketing and communications role with APAC responsibilities.

• Led B2B marketing across digital, content, events and sales enablement, and managed the marketing and national bid teams.
• Delivered the global rebrand from Fuji Xerox to Fujifilm across every touchpoint.
• Led internal and external communications through the 2022 acquisition of Smart Messaging Services (IntelliSMS) and the COVID period, keeping messaging clear for a large, dispersed workforce.
• Designed and delivered a virtual communication and presentation capability program for leaders during COVID, lifting confidence and clarity for Teams-based executive and customer communications.
• Grew digital product market share by 22% and the company LinkedIn following from 3,500 to 5,500 in six months.

Head of Marketing - FUJIFILM Data Management Solutions (formerly Fuji Xerox)

(2014-06 - 2015-08)

General Manager / Senior Business Consultant - The Loyalty Zone

(2016-05 - 2019-05)

Corporate training and customer experience firm specialising in NPS research to drive business improvement and culture change.

• Built senior client relationships with CEOs, HR leaders and department heads, and delivered tailored CX and leadership programs valued between $10K and $350K.
• Designed and facilitated bespoke workshops for up to 25 people on NPS results, leaders as coaches, customer journey mapping and service standards.
• Delivered programs across Australia, Asia Pacific, the Middle East and the USA, including a customer experience and service standards program for MTU across Asia and the Middle East.
• Promoted to General Manager in 2017 and introduced a modular learning system that simplified the offer and pricing and sped up proposals.
• Worked with clients including Pitcher Partners, MTU/Rolls-Royce, Penske Power Systems, YMCA and EPIC Assist.

Senior Consultant - Secondnature International

(2012-01 - 2016-04)

Executive presentation skills and communication consultancy for individuals and teams at all levels.

• Built new business through direct marketing, referrals and personal networks, and partnered with L&D teams to identify presentation and communication needs.
• Designed and delivered tailored programs from group workshops through to one-to-one coaching, for participants from graduate to C-suite.
• Established the Melbourne office and exceeded the first-year sales target by 15%.
• Secured preferred supplier agreements with Stellar BPO, Jacobs Engineering and Dentsu Aegis Network, and coached an engineering team to win a major contract with Yarra Valley Water.
• Worked with Alinta Energy, Multiplex, ConvaTec, Ego Pharmaceuticals, Hydro Tasmania, MARS, NAB, SEEK, MYOB and VicRoads.

Head of Marketing & Product Development - Smash Enterprises

(2013-01 - 2013-12)

Reusable lunchware and drink bottle manufacturer.

• Led a marketing and product team of 14 and managed annual sales of $32m across multiple retail channels.
• Established new product development and market review processes, and opened a new retail channel with David Jones.

General Manager Retail / National Marketing Manager - Cellnet Group Limited

(2004-11 - 2011-11)

ASX-listed mobile and tablet accessories distributor.

• Led national sales, marketing and product teams of 32, and managed major retail accounts including Woolworths, JB Hi-Fi, Officeworks and Harvey Norman.
• Delivered more than $30m annual revenue with 28% unit growth, and improved net margin by 19% through go-to-market changes.