• Support key strategic business initiatives to enhance customer engagement and drive demand across the entire marketing funnel, ensuring alignment with overall business objectives.• Serve as the day-to-day strategic CRM expert for the Performance Marketing department, providing insights and direction to optimize marketing efforts.• Champion a customer-centric approach by leveraging a fully integrated CRM ecosystem, driving business growth and optimizing marketing strategies through data-driven insights.• Develop deep audience segmentation and prioritize personalized customer experiences across all touchpoints, ensuring high levels of engagement and satisfaction.• Continuously curate and analyze CRM data to guide the development and execution of targeted campaigns, leading to improved performance and audience engagement.• Collaborate with cross-functional teams to implement data-driven strategies, optimizing the omni-channel customer journey and enhancing the consumer experience.• Deliver on financial goals by prioritizing CRM optimizations and developing targeted audience testing strategies, driving revenue growth.• Manage partner relationships and continuously analyze customer behavior to refine CRM strategies, optimizing touchpoints and improving the overall marketing funnel.

• Led continuous optimization of the end-to-end consumer journey across multiple business units, including Lead Generation, New Members, Existing Club Members, VIP Members, and both Existing and New Package Holders.• Developed and implemented an enhanced consumer journey strategy for existing members, resulting in a significant increase in click engagement by over 20%.• Created a comprehensive 2024 roadmap that integrated tactical and strategic approaches for five distinct business units, aligning with overall business goals.• Conducted in-depth data analyses to evaluate customer trends from marketing programs, providing actionable insights into key drivers of customer behavior and identifying opportunities for revenue growth.• Utilized strategic data analysis to optimize the New Member Consumer Email Journey, achieving a +50% lift in overall email engagement. This accomplishment was recognized with an ARDA award for its substantial impact on consumer engagement.• Crafted an innovative Owner resort pre-arrival email journey that was nominated for an ARDA award, marking the second time my strategic approach was recognized for exceptional performance, with a +45% lift in email engagement.• Anticipated market trends through proactive forecasting and comprehensive research, ensuring that strategies were aligned with evolving consumer needs.• Leveraged customer feedback to refine marketing strategies, enhancing overall client satisfaction and driving continued engagement.

• Optimized the marketing and promotional package strategy across the company, encompassing digital channels, face-to-face marketing, and call center operations, ensuring cohesive and effective campaign execution.• Developed and facilitated monthly strategic review meetings with Senior Vice Presidents from all departments to assess marketing package performance, align on strategy, and refine promotional efforts.• Collaborated with business leaders across the enterprise to develop and maintain a customer service portal, enhancing the overall customer experience, increasing tours, and boosting revenue by 20%.• Conducted continuous data analyses to evaluate customer trends within marketing programs, providing actionable insights into key drivers of customer behavior and identifying revenue growth opportunities.• Managed and executed the CRM product roadmap, with a 1-5 year outlook, aligning product development with strategic business goals.• Gathered insights from end users and combined customer feedback with competitive analysis to inform product decisions, ensuring high levels of system adoption and user satisfaction.• Oversaw product launches, development, and testing, while managing P&Ls, ensuring products functioned as designed and achieved intended levels of employee user adoption.

• Developed business plans, media campaign strategies, project management frameworks, and retail and analytics reports, delivering impactful presentations to key stakeholders.• Created intelligent data analytics to drive fact-based decision-making, effectively communicating sales trends, identifying opportunities and risks, and assessing the impact of sales changes to key partners.• Led a companywide initiative to streamline marketing teams, optimizing the customer experience and improving operational efficiency.• Conducted comprehensive market research, analysis, and reporting to evaluate the impact of business opportunities across Email, New Customer Acquisition, and Digital Marketing channels.• Collaborated with Advanced Analytics teams to develop and continuously optimize multi-channel customer campaigns, enhancing campaign performance and ROI.• Recommended and implemented marketing/campaign tests and rollout changes, improving the efficiency and effectiveness of future campaigns based on data-driven insights.

• Collaborated daily with cross-functional teams including Resort Operations, Pricing, Forecasting, and Marketing across Walt Disney World and Disneyland, fostering strategic alignment to optimize overbooking strategies, enhance resort occupancy, and maximize revenue opportunities.• Partnered with resort leadership teams to develop and implement innovative strategies that effectively utilized resort inventory, generating significant financial gains and improving guest experiences.• Conducted comprehensive analysis of monthly resort performance, providing actionable recommendations to the Executive Leadership team at Disneyland and Walt Disney World Resorts to capitalize on revenue opportunities and drive sustainable business growth.• Served as the primary Yield Analyst, working directly with operational partners across ten Walt Disney Resorts and four Disneyland Hotels to manage yield, optimize revenue, and ensure seamless collaboration among stakeholders.• Established and ensured adherence to best practice standards, including competitor analysis, environmental scanning, distribution yield management, and business mix yield management, driving strategic decision-making and maintaining a competitive edge.• Produced ad hoc reports and analytics leveraging advanced revenue management tools, such as the PROS revenue management system, to support management in evaluating market mix optimization, price elasticity, forecast accuracy, displacement, and other key business opportunities.• Selected to participate in the Transition to Disney Leadership course, enhancing expertise in business management, labor relations awareness, guest claims, service recovery, and conflict resolution, further refining leadership capabilities.

• Implemented an internal process that enabled associates to track their monthly status within their departments, resulting in a 10% increase in overall company satisfaction scores.• Collaborated weekly with Supervisors and Directors to enhance customer satisfaction ratings, driving continuous improvement in service quality.• Led data analysis efforts as the primary contact for creating and managing groups of listening posts to monitor customer experience trends and evaluate correlations with operational metrics reported by customers and associates.• Defined customer segments based on service and support needs, allowing the team to tailor existing service offerings and identify opportunities for new customer-focused solutions.

•Responsible for all the marketing products for the Department of Recreational Services including website, program guide, and other materials throughout the campus•Planned, promoted, and organized over 25 events •Analyzed data and developed a marketing plan to increase membership by 15% by the end of the year•Developed marketing brochures and fliers for the recreational facility to educate members on promotions and upcoming events This helped increase participation by 75% in intramural events, sport clubs, and general use of the facility•Exemplified oral and written communication skills to create a monthly membership newsletter distributed to over 2,000 students, staff, and members•Designed and developed over 250 marketing materials for a State Conference

•Project Manager for one of the largest special events held by the Business College, the presentation showed an increase of attendance, 375% higher than staff expectancy •Performed background research, developed literature review for a presentation at the Eastern Educational Research Association (EERA), titled The Use of Student Learning •Evaluated key statistical information by creating an email based survey sent out to over 600 students