Bobbi Kay Email & Phone Number

As the Director of Member & Market Insights, I spearhead data-driven initiatives to expand and engage our customer base. I lead the Data Insights team, ensuring our data is accurate, accessible, and strategically aligned with our goals. My responsibilities include developing key performance indicators to measure customer health and value, guiding research through customer surveys, and identifying participants for deeper insights. As a key stakeholder in our company CRM, I collaborate with our IT team to ensure our data structures meet our strategic needs.Highlights of my role include:• Creation and implementation of member health scoring system• Implementation and management of Net Promoter Score and customer satisfaction (CSAT) survey• Operationalizing needs of the customer success team, including streamlining data processes

Led events, community and data teams to drive member participation and deepen engagement to foster a strong community of advocates.

Transitioned to newly created position to deepen engagement and drive member retention through communications while measuring and monitoring member activity.

Oversee event technology and communications for annual user conference including conference promotion, registration, mobile apps, and event logistics for 2,000 attendees.

Reporting to the Executive Director, responsible for all communications initiatives from the organization including, but not limited to, newsletter, website, social media, press, print materials, and presentation materials.• Branding: Oversaw re-naming and rebranding initiative which included a new logo, new website, new print materials, and new brand on social media. • Customer Management: Implemented Salesforce CRM to maintain customer records, including documentation for multi-lingual staff and case management system for Community Engagement to track interactions with the community.• Google Apps: Secured Google apps donation,implemented throughout the organization, including team training and documentation.

Atlanta, Georgia

Reporting to the Executive Director, responsible for all program operations including relations with strategic partners such as UNICEF, International Baccalaureate, Harvard University’s Project Zero and Atlanta International School. Oversee selection of training staff and speakers, registration logistics, software system selection and on-site event logistics. Serve as liaison to board finance committee. Implemented Salesforce and Certain Software. Key areas include:• Annual Budgeting• Research• Technology Assessment• Curriculum Development • Marketing

Greater Los Angeles Area

Reported to the Account Vice President and acted as key liaison to company’s largest fiscal client DIRECTV. Oversaw all point of sale activities in conjunction with Point of Sale team to create, budget and implement call center events and trainings for 8,000 customer service representatives. Responsible for relationships with regional retail accounts and offices. Worked closely with the Account Vice President on budgeting for two accounts totaling $15 million.• Designed and implemented multiple-phase retail training module for roll out to top 25 accounts.• Managed relationship with marketing team based in New York to ensure execution of account strategy on campaigns with overlay partners such as Apple, Xbox, Domino’s Pizza and NFL Sunday Ticket.

Acted as key liaison between client and marketing team to execute promotions and special events with DIRECTV and DIRECTV Puerto Rico. Provided support for account and point of sale teams on projects ranging from call center activity and dealer promotions to telemarketing projects. Worked closely with Account Vice President on budgeting for key account, including day-to-day invoicing and year-end accruals. Improved relationship with marketing team to increase efficiency and create team atmosphere.

Fostered strong relationships with Board of Directors and patrons. Responsible for front of house staffing and management. Managed $200,000 operating budget, account payables, account receivables and all marketing efforts. Increased visibility in grant community by creating Development Coordinator position to write requests for funding. Improved Board of Directors’ participation by 50%. Created database to track patron giving.

Administered maintenance and updates of website on local and remote servers. Worked closely with development department in public relations and production of all print materials.

Bachelor Of Arts, Communication/Theatre

Masters, Communication Management