Doug Mann

Sports Injury Central (SIC) is the leading source for data and in-game injury analysis of the NFL, NBA, CFB and MLB. My top achievements in this role are: Designed and led business strategy, digital product development (B2B & B2C), and site redesign to scale operations and revenue across sports verticals (NFL, NBA, CFB, CBB, MLB). Drove user growth from 0 to 50K+ subscribers, 230K+ social followers, and 700K+ visitors through lifecycle marketing, SEO, and content-led growth. Launched partnerships and monetization strategies contributing to six-figure revenue growth while increasing engagement and retention. Owned cross-functional development roadmap and analytics strategy to measure KPIs, improve efficiency, and reduce churn. Improved customer experience and operations, leading to record NPS scores and sustainable cost reductions.

Led digital product management, customer operations, and lifecycle engagement strategies. Optimized CRM workflows and user journeys that improved retention and conversion rates. Collaborated with content and product teams to enhance UX and audience growth across key channels.

Advised gaming companies on growth market opportunities. Conducted market research and financial analysis for leadership.

VRC is a world leader in horse racing and entertainment, providing an unrivaled experience. My top achievements in this role were: Led acquisition and retention strategy across membership programs, driving record customer growth, satisfaction, and NPS. Oversaw launch of new CRM, e-commerce platform, and gamified experiences that boosted revenue and customer lifetime value. Managed and mentored a high-performing team of 8 direct reports (up to 20 seasonal), contributing to improved culture and engagement scores. Introduced a global-first OTT horse racing platform. Owned product strategy and delivery for premium membership experiences, growing profitability by 30% YoY (2015–2019).

Streamlined sales operations and improved onboarding flows, resulting in higher member retention, product sales, profitability and customer satisfaction. Designed and implemented new products and partnership to improve customer experience, sales, profitability and customer satisfaction.

Created and led initiatives that enhanced customer experience both onsite and online. Integrated data tools and feedback loops that directly informed marketing campaigns and service improvements.

Oversaw end-to-end ticketing operations for large-scale events including Melbourne Cup Carnival with over 300,000 attendees over four days. Lead CRM Manager role in developing campaigns and analytics to support sales, forecasting and reporting Led Member acquisition and retention programs to record levels of membership.

Managed Event Planning, Sales, Marketing, and Product Operations for Members Hospitality products leading to record sales, profitability, Net Promoter Score and Customer Satisfaction.

Provided frontline service and sales support during high-traffic event seasons leading to record Net Promoter Score and Customer Satisfaction. Significantly exceeded sales goals for Membership and Corporate Hospitality Products

Supported guest operations and event flow for a major PGA tournament.

Managed day-to-day operations of high-traffic leisure centers. Led customer service and safety compliance for 3 centers and 1 golf course.

Provided elite athlete logistics and support during Australian Open. Coordinated cross-team services to streamline athlete experience.

Specialising in Strategy, Innovation, Marketing, Project Management, Analytics and Change Management