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Mark Pieterson serves as the CRM Platform Manager at Service NSW since August 2020. Prior to this role, Mark held various positions at Qantas from April 2001 to August 2020, culminating as the CRM Platform Owner for the Qantas Salesforce CRM platform. Key responsibilities included Salesforce CRM Transformation and Process Automation as the Manager of Sales Automation, alongside managing a newly formed Day of Travel Team as a Principal Business Analyst. Additional roles at Qantas included managing the reservations interface for Qantas Direct and conducting process analysis as a Business Analyst. Mark's educational credentials comprise a Certificate 4 in Frontline Management and a Lean Six Sigma qualification from Qantas College, along with a Diploma in Human Service Work from the Gold Coast Institute of TAFE.