Cassandra Bell Email and Phone Number
Cincinnati, OH, US
Cassandra Bell's Location
Cincinnati Metropolitan Area, United States, United States
Cassandra Bell's Contact Details
Cassandra Bell work email
- Valid
- Valid
- Valid
Cassandra Bell personal email
n/a
Cassandra Bell phone numbers
About Cassandra Bell
Dynamic and experienced digital business leader who is passionate about delivering best-in-class customer experiences by utilizing 15 years of experience in marketing, eCommerce, project management, and customer analytics. I’m a fanatic for organization which allows me to be efficient in fast-paced multitasking environments, prioritize effectively and accomplish objectives with creativity, enthusiasm, and humor.
Cassandra Bell's Current Company Details
Kroger
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Marketing Technology and Operations Program Manager
Cincinnati, OH, US
- Website:
- thekrogerco.com
- Employees:
- 138359
Cassandra Bell Work Experience Details
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Marketing Technology And Operations Program ManagerKrogerCincinnati, Oh, Us
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Marketing Technology & Operations Program ManagerKroger Mar 2021 - PresentCincinnati, Ohio, Us• Create project plans and own delivery milestones and deliverables; communicate and mitigate risks.• Establish and update project and program plans with actual and forecasted measurements and manage deviations from plan and project parameters.• Oversee project delivery process with key contributors to help manage scope and change management.• Lead Workfront "Center of Excellence" to manage governance across the whole organization.• Utilize team and roadmap metrics to drive a continuous feedback cycle that is used to lead all process evolution.• Ensure all program and project requirements and/or objectives are properly documented and vigorously pursued to deliver the final product.• Provide leadership for project managers and stakeholders, create mitigation plans, and apply conflict resolution skills to resolve program and project issues by establishing appropriate resolution paths.
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Sr. Manager, Customer ExperienceSurepoint Technologies Jun 2020 - Mar 2021Cincinnati, Ohio, Us• Set the strategy and goals for the way SurePoint interacted with its customers and built brand loyalty.• Partnered with executive teams to align the customer success department strategy and systems with the company’s objectives.• Developed systems and programs to implement the new vision for customer success and customer experience teams.• Responsible for developing, implementing and maintaining operational processes and policies that aligned to the strategies and objectives of the business.• Collaborated with product managers to ensure projects and initiatives drove improvements that aligned to the aggressive growth strategy. -
Sr. Manager, Customer Experience And Marketplace Operations For Shop Premium OutletsRue Gilt Groupe Oct 2019 - Apr 2020Boston, Massachusetts, Us• Responsible for creating and driving the strategies, policies and processes for ShopPremiumOutlets.com that will ensure a superior customer experience while driving growth and profitability, maximizing service and optimizing site operations. • Define and bring to life the vision for Customer Experience as the champion for a holistic end-to-end experience for customers with clear line of sight to business outcomes. Lead a global multi-faceted customer insights program responsible for understanding what matters to our customers and bringing these insights into various teams to create customer-centric experiences.• Partner with cross-functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Fraud, Operations and IT) to ensure that business and customer experience requirements are understood and appropriate execution and support strategies are implemented.• Drive operational effectiveness, efficiency and evolution in response to our customer and business needs resulting in a 10% increase in revenue and 20% reduction in operational costs.• Measure program effectiveness through sales, customer satisfaction, expense reduction and other key performance indicators; ensure that results contribute to overall company sales, profitability and customer experience goals.• Experiment constantly with new programs, creating a test-and-learn methodology where the organization is consistently learning and improving.• Build and develop trusted relationships with our retail partners while managing the onboarding process and run the business initiatives. -
Sr. Manager, Customer Experience And Omni-Channel Operations For Shop Premium OutletsSimon Property Group Mar 2018 - Oct 2019Indianapolis, In, Us• Designed, produced and implemented the inaugural Simon Property Group customer service team which supported all Simon platforms (ShopPremiumOutlets.com, Premium Outlets and Simon Malls & Mills) across all channels.• Implemented and oversaw the customer experience measurement and management system (i.e. Medallia) for all Simon platforms, including collection of surveys, experience data and our global closed loop processes.• Acted as liaison between business, sales and IT teams to refine the product and incorporate features based on market demands.• Created and maintained the solution vision, roadmap, and backlog of work through the project's life cycle.• Identified key drivers of customer loyalty and satisfaction and the root cause of customer pain points across the entire customer journey, utilizing, among others the Net Promoter System (NPS) framework and customer support contact data, resulting in a 35% improvement of customer experience scores.• Demonstrated the ability to provide viable solutions to operational challenges by conducting root cause analysis and integrating improvements throughout all necessary process, policy and system components resulting in 1MM of sales during the first year of launch. -
Customer Experience And Omni-Channel Operations Manager For Sunglass HutLuxottica Mar 2014 - Mar 2018Milan, Italy, It• Strategized and led the execution of all customer experience aspects including brand NPS Champion, user experience, contact center and fulfillment management for Sunglass Hut stores and SunglassHut.com.• Created and conducted monthly Voice of the Customer/NPS Steering Committee meetings with Executive Leadership Team to discuss results, voice of the customer data analysis and created action plans that resulted in the reduction of customer pain points and improved customer experience scores by 45%.• Utilized a mix of qualitative and quantitative analysis techniques to identify and prioritize opportunities to create exceptional customer experiences and inspire loyalty throughout the customer journey. • Led a team of associates on all day-to-day operational aspects of the website and managed website 3rd party vendors including development agencies, customer analytics providers, rating and review provider, customer experience survey providers, payment processors, credit and fraud providers, etc. • Increased operational efficiencies and impacts, streamlined data collection, controlled processes and improved documentation of all operational and customer experience processes.• Managed the insourcing transition project to move third party contact center, credit team and fulfillment provider in-house with an extremely aggressive timeline in preparation of upcoming merger. • Formulated and executed strategic site redesign to improve brand messaging, engage new users, and improve conversion, resulting in 19% increase in AOV, 25% increase in visit duration and 18% decrease in abandonment rate. -
E-Commerce/Digital Marketing Project ManagerProcter & Gamble For Corbus Llc Jan 2010 - Mar 2014Cincinnati, Ohio, Us• Maximized customer experience by overseeing the Customer Service Contact Center performance, advised agents on processes and operations and ensured the quality of customer experience.• Owned and managed vendor relations (i.e. technical, creative, paid search, SEO agencies, etc.) to achieve E-Commerce strategies and deliver end-to-end content management.• Collected data and strategic information and synthesized the data into insights in order to influence shifts in digital marketing strategies.• Onsite Project and Operations Manager for all new projects, including redesigns and regular maintenance for the following e-commerce sites: US eStore, Fekkai, SK-II, The Art of Shaving.• Balanced business goals while driving brand strategies and brand equity with holistic consumer usability across all marketing activities. -
Project ManagerProcter & Gamble For Bridge Worldwide (Now Possible) Apr 2009 - Jan 2010Seattle, Washington, Us• Developed and managed project scope, schedules and budgets for internal projects.• Created and interpreted effective analyses to support marketing recommendations.• Led the implementation and management of quality assurance procedures in accordance with company methodology to ensure profitable and successful execution of project goals and client satisfaction. -
Interactive Marketing Project ManagerProcter & Gamble For Summitqwest (Now Corbus Llc) Mar 2008 - Apr 2009Cincinnati, Ohio, Us
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Marketing Specialist/Marketing Analyst (Contractor)Time Warner Cable (Now Spectrum) Feb 2007 - Mar 2008
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Programmer AnalystThe Cincinnati Insurance Companies Jun 2000 - Feb 2007Fairfield, Oh, Us
Cassandra Bell Skills
Product Development
Advertising
Digital Marketing
Marketing Management
Budgeting
Strategy Development
Project Management
Client Service
Database Management
Written And Oral Communications
Problem Solving
Organizational Leadership And Training
Business Analysis
Ms Project
Microsoft Office
Budgets
Crm
Cross Functional Team Leadership
Marketing
Strategy
E Commerce
Client Services
Database Admin
Management
Process Improvement
Program Management
Customer Service
Customer Relationship Management
Business Process Improvement
Cassandra Bell Education Details
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Miami UniversityMarketing -
Miami UniversityManagement Information Systems
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Medallia InstituteCustomer Experience Management Certification
Frequently Asked Questions about Cassandra Bell
What company does Cassandra Bell work for?
Cassandra Bell works for Kroger
What is Cassandra Bell's role at the current company?
Cassandra Bell's current role is Marketing Technology and Operations Program Manager.
What is Cassandra Bell's email address?
Cassandra Bell's email address is cb****@****mon.com
What is Cassandra Bell's direct phone number?
Cassandra Bell's direct phone number is +151648*****
What schools did Cassandra Bell attend?
Cassandra Bell attended Miami University, Miami University, Medallia Institute.
What skills is Cassandra Bell known for?
Cassandra Bell has skills like Product Development, Advertising, Digital Marketing, Marketing Management, Budgeting, Strategy Development, Project Management, Client Service, Database Management, Written And Oral Communications, Problem Solving, Organizational Leadership And Training.
Who are Cassandra Bell's colleagues?
Cassandra Bell's colleagues are Mia N., Roger Delarosa, Joseph Thayer, Joyce Bator, Tori Catron, Shanna Little, Megan Gammon.
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