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Briony Paine

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Briony Paine

Client Delivery Lead

I lead client delivery at Flipside, drawing on nearly 20 years in business management, IT project management and B2B marketing. Before Flipside, I spent 10 years in a multi-branch recruitment and workforce solutions business, moving from recruitment consulting and branch management onto the management board. In that role I worked across business strategy, service development, marketing, technology and HR, and led the business’s CRM, digital and process improvement projects. Earlier in my career, I worked in IT project teams in state government, gained experience in B2B marketing for major retail, managed a small start-up and ran my own sole trade service-based business on the side.

What I do

I work closely with clients and the Flipside team to keep CRM implementation projects moving smoothly, from initial scoping through to handover, providing a consistent point of contact throughout. My work with clients may include:

  • Project delivery: delivering CRM builds through discovery, scope, build, user acceptance testing and training, to signed scope and the agreed timeline.
  • Senior client relationships: leading the steering cadence with executive sponsors and investor-appointed stakeholders, including the difficult conversations.
  • Adoption at handover: confirming the people who will use the system are using it before the project closes.
  • Delivery risk: raising scope, timing and dependency risks early, including those on the client side, so they’re dealt with before they affect the project.
  • Client roadmaps: keeping a considered view of each client’s business so advice on what comes next is sound, including telling a client when they don’t need something.

Qualifications and awards

  • Graduate Certificate in Business Management
  • Advanced Diploma in Business and Project Management
  • PRINCE2 certified
  • ITIL certified

Proven success

  • Time returned to client delivery: Replaced in-person inductions with an online process across a multi-branch network, returning more than 1,800 hours of staff time annually to client work and allowing new starters to complete inductions outside business hours.
  • Technology and systems transformation: Led CRM implementations and business technology projects with budgets exceeding $100,000, supporting up to 100 users across multiple locations. Improved business processes, system adoption and operational efficiency through the integration of people, processes and technology.
  • Commercial and operational leadership: Managed teams of more than 20 people within business operations generating over $10 million in annual revenue, with responsibility spanning commercial performance, client relationships, service delivery and operational improvement.
  • Building market presence: Led a progressive overhaul of the business's digital presence, covering its website, social channels and visual brand. Introduced greater visibility into customer behaviour and market opportunities, helping shape marketing investment and more targeted client acquisition strategies.
  • Business growth and service diversification: Reviewed the business's revenue mix, service offering and internal processes, identifying opportunities to expand into higher-value services, diversify revenue streams and reduce reliance on higher-risk work.
  • HR and business advisory: Worked directly with client businesses to review HR, industrial relations, people and operational practices, delivering practical solutions that improved processes, strengthened compliance and supported more confident workplace decision-making.

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