Human on the Inside with Cameron Menzies
Human on the Inside. We’re big believers in the power of human skills. But don’t just take our word for it - the evidence for excellence powered by human (‘soft’) skills is everywhere! In this engaging, ever-enlightening series, we speak with industry leaders, innovators and game-changers to learn a little about their personal career journeys, and how human-led strategies, philosophies and cultures are proving a force for good in their working worlds …
Maxme: Welcome Cameron, and thanks for stepping into the #SuccessIsHuman Spotlight. You’re a highly accomplished client service leader with deep expertise in Professional Services, Engineering, Health, Defence & Aerospace. In 1 sentence (ok, we’ll give you 3), what does this kind of work entail?
Cameron Menzies: There are many facets to forging a career in ‘client service leadership’, however the title provides a few hints. I spend a significant amount of my time researching, engaging with, and advocating for the ‘client’ (or customer) within the organisations that I work.
This might sound logical, right? In my experience the ‘client’ is not always represented or given a fair consideration across the lifecycle by the very organisations who serve them.
That’s where I play a role. I’m curious by nature and eager to learn about our Clients, their drivers and ambitions. I take the time to listen, walk in their shoes, think about their experience and consider how we can serve them better.
M: You held your most recent role as General Manager - Clients & Markets (Beca) for a touch over 3.5 years, but your impressive career is of course much deeper. Amassing 25 years’ experience in client services, your work has spanned Professional Services, Engineering, Health, Defence & Aerospace.
It all kicked off in late 1999 with The Fred Hollows Foundation where you managed the NFP’s International Sales & Marketing activities.
Four years later, it was time for your next challenge, this time managing Business Development & Marketing for Tenix Defence - Land. A little over a year later, you shifted to Tenix Defence - Aerospace, where you stayed for a further ~3 years.
Sticking with defence, in mid 2007 you accepted a Regional Business Development & Marketing role with Goodrich (Now UTC) - a Fortune 500 company and global supplier of systems and services to the aerospace, defense and homeland security markets. Three years later, you joined Boeing Defence Australia as its Market Team Leader - Aerospace.
Next up (late 2012) was a Head of Sales, Business Development & Marketing role with QinetiQ Australia - another leading integrated global defence and security company.
After a short term secondment in an advisory capacity with RPDE (Board Role) - an Australian collaborative arrangement between Defence, Industry and academia to solve difficult and challenging problems - you commenced a five year tenure with Deloitte in January 2016. Initially joining ‘the green dot’ to lead its Victorian Sales & Pursuits Team, you progressed to Head of Marketing, Communications & Business Development (VIC) and Lead Client Service Director. Sounds … busy!
Today, you’re also a part-time Member for the Australian Jobs & Skills Council (Finance Technology & Business) with the Federal Government’s Future Skills Organisation.
How does all this speak to your personal purpose and what drives you as an individual?
CM: Looking back, roles that I’ve had over the years have been focused on growth in some way shape or form. Growth of an organisation through sales and revenue, growth or expansion into new markets or new ways of working or growth in people and teams to achieve success.
More often than not, the ingredients for the growth are present within organisations or teams, however what I bring is a diversity of experience and approach to allow companies and individuals to achieve success.
The concept of ‘client service’ is also represented throughout my career. Prior to joining the Fred Hollows Foundation, I spent a number of years working in the Hospitality and Hotel industry, from waiting tables, working in bars to being a concierge at a reputable hotel chain. I learned from a young age that providing memorable customer service was very satisfying. I’ve been on the receiving end of outstanding customer service and these are some of my most vivid memories. In providing great service you’re helping make memorable moments that people will remember, return for, and share with their friends.
I was about ten years into my career before I connected the dots and realised that my formal training and formative years had shaped both my career and role choices. However since then I’ve been very purposeful about linking the components of client service with client experience in the organisations that I’ve worked.
M: Tell us a little about your personal education pathway/s - what led you to where you are now? How closely do your qualifications match your current career?
CM: Education for me is something that I’ve always been quite vocal on. It’s also a part of the reason that I’m associated with the Future Skills Organisation. I don’t have a Bachelor's degree or the equivalent in formal qualifications, however I would question the relevance that this degree might have on my ability to perform a job today.
Perhaps early in my career it would have made some difference, however the lived experience I gained working for the Fred Hollows Foundation in Australia, Africa and Asia provided far more than any Bachelor's degree could have. It helped shape my values, taught me how to respect cultural differences and think on my feet.
That said, I studied Hospitality and Business Management which provided a great foundation and exposed me to the concept of customer service. Since then I’ve undertaken a lot of self education and learning activities, which could be categorised as ‘micro learning’, which aligns with my available time.
Back to the Future Skills Organisation, the team there are looking at alternative and innovative pathways that fast track training solutions to meet the demand for the skills required for true prosperity in Australia. This involves things like ‘micro learning’, elevating the vocation training sector and recognising skills gained in the workplace.
In my view, an individual's value to an organisation or role goes well beyond what they have studied - we also need to consider their skills, experience and life outside work. Some roles absolutely require formal qualifications and registration, however in the finance, technology and business sector there are a significant number of roles that do not require this approach.
M: If you could share one piece of career advice to your 21 year old self it would be ...
CM: That’s an interesting question, “Don’t worry what your ‘career’ path will look like - trust that your values will inform your career decisions.” As a kid I was always worried that I didn’t know what I would do when I grew up, and this translated into my working life at a young age.
M: Maximising the potential of individuals, communities and businesses through the power of human skills is the reason Maxme exists. Can you tell us a little about the role and / or value of human skills in your industry right now?
CM: I’m a believer we all bring our own strengths to the challenges and opportunities that we tackle in the work environment. Often though, we’re not aware of each other's strengths and weaknesses, particularly the human skills which are not connected with our roles or titles.
I try to focus on building teams that bring complimentary skills and experience to a particular project or function. This helps to set teams up for success where they can focus on the particular challenge or opportunity, and less on team team dynamics.
To try to determine the strengths of the individuals in a team, I spend a lot of time getting to know them, asking questions and listening.
M: Self Awareness sets the critical foundation for all Maxme learning experiences. With that said … What's your strongest trait / personal superpower?
CM: I think creativity is one of my strengths, however I've not always embraced it, especially in the early stages of my career. I didn’t always feel like creativity would be valued, however I later realised I was employing creativity to solve problems, respond to challenging situations and engage with people.
M: And on the flip side, what’s one human / ‘soft’ skill you’ve had to really work on improving over the course of your career?
CM: Being open about my own vulnerability and realising that I didn’t need to know all the answers. As my career progressed and I had more leadership responsibilities, I initially felt I needed to have all the answers. However this held me back. Being honest about not always knowing the answers is something I’ve had to work on over the years.
M: If you could share one piece of career advice with recent Uni graduates or candidates keen to work in the field of marketing &/or client services, what would it be?
CM: Get some life experience under your belt to back up your academic experience. I remember joining a grad recruitment activity in one of the companies I worked at. I was surrounded by energetic, smart, young professionals who were looking for a grad role. On paper they all had similar degrees, however when I was talking and getting to know them, I could quickly determine the candidates who had travelled, worked through their studies or contributed to their communities in some way. This experience made them stand out in many ways and they would bring more value to an organisation as a result.
M: You’ve been granted approval to add one University graduate to your business, but have 100 applicants, all with outstanding academic results. How do you find your perfect candidate - what are you looking for?
CM: Haha - I think I answered this question above.
Essentially, I’m interested in what they bring beyond their academic qualifications. How are they going to add to our organisational culture, do they bring diversity to the teams they will be joining and, do they have resilience to work through challenging situations?
M: In the words of John Dewey, “education is not preparation for life, education is life itself.”
What’s next on your #learning agenda?
CM: It’s a hot topic right now, however I certainly have a lot to learn in relation to the application of AI in the scheme of elevating client experience. There are many examples of how AI can be used and the role technology plays in the overall client experience, however I’m keen to understand more about its adoption and applications across different organisations and sectors.
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