Carol Patel Email & Phone Number

United States

United States

Lawrence Township, Nj, Us

New York , Ny , Us

CUSTOMER EXPERIENCE LEADERSHIP: Senior member of Customer Experience cross-agency network team. Accountable for internal collaboration & success, participation in above-brand task forces, as well as client acquisition, retention & growth. INTRA-AGENCY COLLABORATION: Developing seamless partnerships with our Data Science, Innovation, Content & Media teams, to create & maintain cutting-edge deliverables and offerings.CX PRODUCTIZATION: Working with fellow leadership stakeholders to unify & package CX offerings, to reduce ambiguity and help Account & Operations teams focus on execution rather than definition. ORGANIC GROWTH: Responsible for organic growth within keystone clients by identifying and fostering collaboration deep within (and beyond) marketing teams, to be able to design solutions with as much information as possible.

TEAM LEADERSHIP: Cross-disciplinary CX team lead. Managing teams in charge of CX Strategy, User Experience, SEO/Content Optimization, and Performance Analytics. Responsible for team roadmapping, hiring & integration into the larger agency. Grew the team from 5 to 12 fully billable team members in 14 months. NEW BUSINESS SUCCESS: Collaborated with other team leads through several key pitch and RFP response efforts, resulting in an 83% win rate in 2022, all of which had strong CX work components. DTC & HCP PERFORMANCE MARKETING: Overseeing strategy & execution for CRM, web, app, measurement & integrated projects for clients such as Otezla (DTC & HCP), Nourianz (DTC & HCP), Lemtrada, Onivyde, and a full rare disease portfolio, ensuring performance-marketing pillars are included and planned for. TOOLS & ANALYTICS: Partnering on the acquisition and utilization of several new tools, including SimilarWeb and Komodo, for the purposes of bringing data insight to every decision we (and our clients) make. OPERATIONS: Assisted in cross-departmental process development efforts, creating documentation and procedures to make all teams more efficient and better informed about digital competencies & capabilities.

Cedar Knolls, New Jersey, Us

TEAM LEADERSHIP: Expanded the team to include Digital Strategy and Analytics team members, helping our clients to consolidate the number of parties needed to execute, measure & optimize cross-channel campaigns.NEW BUSINESS LEAD: Contributed to several pitches as digital/engagement SME, resulting in wins of all sizes, including accounts that I later helped grow organically. DIGITAL COMPETITIVE AUDITS & ANALYSIS: Conducted multifaceted digital audits to identify performance-based competitor SWOT components.DTC CRM PROGRAM DESIGN: Developed a fully integrated CRM program for Ponvory(TM), including unbranded and branded communications, and spanning 3 key segments across a 5-stage funnel. Channels included SMS, call-center, email, post-Rx patient support, and designed for future dynamic web implementation. BRD & FRD: Collaborated with analysts and developers on business rules and functional specifications for CRM deployment. SALESFORCE MARKETING CLOUD QC: Led QC efforts on SFMC logic implementation and comms deployment.ECOSYSTEM DEVELOPMENT: Created & maintained quarterly ecosystems for brands like XIAFLEX, Ponvory, Sileo and others, aimed at ensuring channels, audiences and content are aligned and performing at-or-above expectations.

Cedar Knolls, New Jersey, Us

SME & PRACTICE FOUNDER: Founding the Engagement Strategy practice at Fingerpaint, bringing methodologies, deliverables and partners to the table that had not been previously leveraged.STRATEGIC INTEGRATION: Collaboration with Brand Strategy, Patient Strategy and Medical Strategy teams to map a brand's strategic map throughout a full lifecycle, generating new, multidisciplinary deliverables and processes.VENDOR PARTNER: Independently researched, identified, negotiated and piloted with endemic vendor partners such as Skipta, MEMOTEXT and Doximity. These partnerships created opportunities for incremental work for Fingerpaint, and also helped our clients to conduct research and engagement activities that were more measurable and easily updated based on customer engagement.

New York, New York, Us

GLOBAL DIGITAL MARKETING: Oversaw the planning & execution of digital strategy projects for the ViiV product portfolio across Global & US markets. Included all channels, including conference strategy and integration with media & 3rd party partners to optimize customer engagement.CONTENT STRATEGY: Collaborated with SEO and Analytics team members to conduct a sweeping content audit, develop strategies for increased engagement based on search sentiment, and increase content relevance by channel.DIGITAL EVANGELIST: Served as digital SME for all new business efforts; helped to educate the internal teams about 1-1, personalized marketing technologies and capabilities. CREATIVE PARTNER: Spearheaded Digital-Creative partnerships to generate contextual creative that reached far beyond the AdLob and was consistently measurable.

New York, New York, Us

ONLINE MARKETING: Contributed to digital marketing strategy, conference experience development, and promotional material development, ensuring tactics were measurable and optimized.CUSTOMER JOURNEY DEVELOPMENT: Utilized available data to create customer experience maps, including identified touchpoints where brands could interject themselves in a meaningful way for patients and HCPs alike.DEVELOPMENT LIASON: Led communications with partner agency developers to ensure functionality & creative were preserved as intended - and Functional Annotations interpreted correctly - throughout the development and deployment process. POV DEVELOPMENT: Applying digital strategy principles to problems in the life-sciences space through thought-leadership articles and client POVs aimed at incrementally advancing brands' digital sophistication.

Maranello, Mo, It

ONLINE BRAND IDENTITY: Responsible for the configuration, build, deployment and management of the iconic Ferrari brand on digital channels in the US, including the US website, customer emails and social media. CRM PLATFORM OVERSIGHT: Integrated efforts with Ferrari dealerships to enrich customer relationships with Ferrari, celebrating the brand and driver events at both local and national levels.ENGAGEMENT OPTIMIZATION & ANALYTICS: Developed focused marketing campaigns aimed at increasing engagement and affinity for the Ferrari brand; tracked analytics to gauge success and identify roadblocks.AGENCY MANAGEMENT: Oversaw all digital execution projects executed by the Marketing Agency of Record, in partnership with my counterpart on the content marketing side.

Rochester, Us

MULTI-BRAND MANAGEMENT: Drove digital marketing initiatives for the portfolio of Pernod Ricard products, including ABSOLUT, Kahlúa, The Glenlivet, Chivas Regal, Altos, and Seagrams. DTC COMMUNICATIONS: Managed creative expression of the brand through digital channels, primarily Direct Mail, emails and landing pages. CONVERSION MARKETING: Optimized CRM touchpoints for conversion goals ranging from downloadable coupons to live event attendance. CRM PLATFORM MANAGEMENT: Oversaw the BrandReach execution team across all aspects of CRM planning, platform configuration, deployment, and tracking. EVENT ATTENDANCE TRACKING: Worked with the technical team to design a tablet platform for live events that would facilitate and track event attendance, enable social media integration, and serve analytics to the CDM Platform for the brand. ANALYTICS-DRIVEN RETENTION STRATEGY: Identified potential adjustments, new actions, and activities to dial down based on customer engagement data; all focused on lifecycle marketing to maximize retention.

New York, Ny, Us

New York, Ny, Us

Rochester, New York , Us