Serve as the subject matter expert on existing customers, overseeing all communications, and leading projects aimed at influencing customer impact and engagement. • Successfully launched a referral program maintaining a weekly average referral rate of 2%. • Spearheaded the launch and ongoing management of a loyalty program aimed at enhancing customer engagement, loyalty, and reducing churn, achieving an 8% customer penetration rate within the first year. • Lead life-cycle marketing strategy, development, and content creation for communications targeting our existing customer base through traditional and digital marketing channels. • Manage customer marketing calendar and engagement to maintain above-industry-standard open rates (currently averaging 55%) and click rates (currently averaging 7%). • Collaborate with Customer Experience team to identify and implement strategies based on customer feedback to enhance the overall customer experience and journey, aiming to improve NPS. • Play a pivotal role on cross-functional teams in developing and executing marketing strategies that support product-related objectives and initiatives. • Strategize customer-focused initiatives, including upselling and migrations, to drive revenue and business growth. • Collaborate with Data & Analytics to develop dashboards for basic campaign analysis.• Partner with Residential Acquisition team on various campaigns (Movers, Abandon Cart, Win Back) to develop and implement multi-channel marketing strategies. • Integrate customer-centric perspectives into projects by collaborating with cross-functional teams, ensuring positive customer experiences. • Achieved a consistent ~200% increase in app downloads through bi-monthly promotional emails, significantly boosting customer engagement• Provide customer experience insights with digital tools to support Digital Team in improving website and mobile app usability.

Managed multiple accounts across diverse industries including major league sports, retail and pharmaceutical, emphasizing marketing strategies, customer data management and campaign execution. • Managed a $1.6MM book of business inclusive of 16 accounts.• Worked with clients on database strategy including data hygiene, segmentation, and analysis to help drive revenue and brand awareness.• Identified new business opportunities with existing clients to increase revenue and platform exposure.• Improved client project management for efficiency, effectiveness, and promptness. • Assisted QuickPivot Marketing and Sales team with competitor analysis and client testimonials including case studies, webinars, and quotes to be leveraged for promotional marketing and RFPs. • Developed and held quarterly business review meetings with clients to discuss database health, email metrics, key findings, and provide marketing campaign recommendations.• Managed a team focusing on client campaign executions through various marketing platforms. • Subject matter expert on QuickPivot’s Customer Data Platform.

Managed multiple accounts on the QuickPivot platform, including email and direct mail campaign execution and ongoing support. • Improved client’s visibility into their data and target audiences, supporting their marketing efforts through assistance with data attribute definitions, customer segmentation, and development of Personas for email and direct mail campaigns. • Improved client marketing process for a more proficient and accurate direct mail workflow. • Worked collaboratively with cross-functional teams to maintain and enhance QuickPivot’s platform, and advanced new product updates through improved communication and testing plans. • Prepared documentation detailing business requirements, functional specifications, and change controls.• Liaised between product team and business team regarding platform enhancements, product releases, and regression testing along with development of appropriate training tools.

Spearheaded the strategy, development, and execution of multiple loyalty programs aimed at boosting customer acquisition, retention, and sales. • Successfully launched “My BJ’s Perks”, a co-branded credit card and rewards program, resulting in 200k converted co-brand accounts and 75k new co-brand accounts within the first 6 months. • Introduced a fuel loyalty program that increased customer visits by 8% contributing to an additional $3M in sales.• Implemented multiple email campaigns that collectively drove $17M in club sales. • Managed acquisition, marketing campaigns, budget, and reporting and analytics regarding BJ’s loyalty program. • Worked closely with Senior Vice Presidents and Vice Presidents across various departments to successfully implement loyalty programs to drive customer visits and sales.• Partnered with an internal creative agency to develop and produce various marketing campaigns for in-Club collateral, direct mail, and email marketing.

Collaborated with cross-functional teams and internal clients on marketing campaigns, technology enhancements and marketing strategy. • Successfully launched BJ’s Military Membership, which attracted over 10k new memberships and generated over $350k in profit. • Grew the Rewards Member customer base by 1.3%. • Partnered with an external vendor to research BJ’s customer journey and implement promotional tests to drive profit. • Researched competitive landscape and implemented multiple competitive price comparison projects to drive sales.

Increased profits by ~ $1.8M through membership fee increases. Managed BJ’s Rewards Membership program, driving over 200k new Rewards members by enhancing strategies and equipping employees with improved tools and technology. Regularly provided Senior Management with weekly insights and recommendations derived from membership reports.

Developed retention strategies to stay competitive in the industry, worked with external employees on special in-club events to drive traffic and membership retention, and researched various referral programs to increase membership acquisition.