Lillian Touma (Fadel)

Commander
DISC Type : D

Group Director - Customer, Community & Destination at Scentre Group (Owner and Operator of Westfield in Aus and NZ)

Greater Sydney Area, Australia

Overview

Lillian Touma is the Group Director for Customer, Community & Destination at Scentre Group, operator of Westfield in Australia and New Zealand. Her career progressed from property development to executive leadership in customer experience. She holds a Bachelor of Civil Engineering and an Executive MBA.

She demonstrates a strong commitment to community initiatives, actively promoting programs that provide grants to individuals making a positive impact. Her focus is on fostering a strong connection between Westfield centres and the local communities they serve.

Unique fact: Lillians career uniquely bridges the gap between technical civil engineering and customer-centric brand experience.

Personality Overview

Impact-Driven

Strong-Willed

Very Quick

More than the product, they care about the impact of the product.  They prefer to be the ones controlling the conversation or defining the terms. They are not always relationship oriented.

Topics They Care About

Customer Experience
Her entire career trajectory at Scentre Group has focused on enhancing the customer journey, culminating in her current director-level role focused on the customer.
Community Engagement
She actively promotes and leads community grant programs, as seen in her social media activity, aiming to support local individuals and their work.
Retail Development
Her background includes senior roles in development and strategic asset management at both Scentre Group and DEXUS Property Group, indicating deep expertise.

Media Appearances

Lillian has no verified media appearances

Work History

1-2023
Group Director - Customer, Community & Destination at Scentre Group (Owner and Operator of Westfield in Aus and NZ)
3-2021 - 12-2022
Director - Customer Experience at Scentre Group (Owner and Operator of Westfield in Aus and NZ)
6-2018 - 3-2021
Group General Manager - Centre Experience at Scentre Group (Owner and Operator of Westfield in Aus and NZ)
9-2015 - 6-2018
General Manager Development & Strategic Asset Management at Scentre Group (Owner and Operator of Westfield in Aus and NZ)
6-2014 - 9-2015
Regional General Manager, Retail Developments at DEXUS Property Group

Education

1991 - 1995
Bachelor of Civil Engineering from University of New South
Executive MBA from University of Technology Sydney

More Information

Social Presence :

Prographics :

Exp : N/A Location : Greater Sydney Area, Australia Job Level : N/A Designation : Group Director - Customer, Community & Destination at Scentre Group (Owner and Operator of Westfield in Aus and NZ)
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Insights For Selling To Lillian

During A Call Or A Meeting

DO's

  • Be respectful but crisp
  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Do not hesitate from asking counter questions, just avoid challenging their authority
  • Don’t take too much time in sending them information if they ask for any
  • Avoid being a storyteller and don’t try to oversell

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lillian is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Lillian

  • If they are not convinced, they will say no without any hesitation.

Insights For Deal Planning

    How fast (or slow) will Lillian move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Lillian take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Lillian

Personality Compatibility


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