Colleen Waugh Email & Phone Number

Canada

Reporting to the SVP, Global Customer Experience, responsible for leading the account management function for multiple clients, including all financial components of customer management, account planning, contract renewals, and quarterly business reviews. Accountable for identifying new opportunities to drive mutual success, and leading cross-functional.

• Reporting to the Director, Account Management, responsible for supporting the creation of account strategies and identifying growth opportunities. Key account service liaison, accountable for building strong, long-term.
• Managed and maintained proprietary loyalty programs for multiple clients, collaborating with internal teams to develop and recommend solutions to enhance the customer experience and drive program engagement
• Led quarterly business review presentations with clients, leveraging program data to convey insights and provide recommendations to improve program and meet KPIs
• Developed client proposals, monitored project budgets and account financial activities, and supported P&L and sales funnel managementSelected Accomplishments:
• Grew existing account through the addition of a second platform instance, resulting in a 5-year contract renewal and an incremental $120,000 in TCV. Subsequently partnered with client through product onboarding and.
• Contributed to the successful renewal of a multi-year agreement with a leading financial institution, generating $5M of annual revenue retention

• Reporting to the Director, Key Account Management, I supported the development of account strategies and identified opportunities for organic growth. Primary account liaison, accountable for cultivating long-term.
• Managed credit card rewards programs for leading financial institutions, collaborating with internal teams to develop solutions to enhance the customer experience and boost program engagement
• Conducted business reviews with clients, leveraging program data to convey insights and provide recommendations to improve program and meet KPIs
• Developed client proposals, monitored project budgets and supported broader account financial activities
• Directly managed Program Administrators and Account Coordinators, providing mentorship and growth opportunitiesSelected accomplishments:
• Developed annual marketing plans and executed campaigns resulting in increased website traffic, program enrollments and reward redemptions

• Reporting to the Account Supervisor, responsible for consulting with client stakeholders and leading internal teams to design and execute integrated campaigns to support marketing and employee engagement objectives for.
• Responsible for ongoing management and strategic development of an award winning global employee engagement & recognition program
• Led the design and implementation of a new website to support a nation-wide sponsorship marketing initiative for the Canadian bank. The inaugural campaign exceeded client expectations with 95% participation from.
• Collaborated with internal creative and technology SMEs to develop and implement a series of employee training modules, which leveraged gamification to educate retail bank staff on new products and services

• Responsible for supporting the account management team and ensuring high levels of client satisfaction with assigned elements of project implementation. Accountable for the creation and maintenance of program reporting.
• Supported the execution of employee engagement and marketing initiatives for a top Canadian financial institution, spanning both the Canadian and International Banking divisions
• Contributed to the successful expansion of a global employee engagement strategy and platform to the Caribbean, Latin America and South America markets

• Development and execution of publicity strategies for a variety of clients, primarily in the entertainment and lifestyle sectors.
• Responsible for the creation and dissemination of news releases and press materials
• Arranging interviews and tracking media coverage
• Partnered with external teams & sponsors to coordinate major promotional events; including a nationwide stuff by Hilary Duff 'tween model search and a VIP talent lounge during the 2008 MuchMusic Video Awards

• Draft press releases and coordinate promotional materials for theatre performances and special events
• Maintenance of hotel/theatre website, internal databases and filing systems
• Responsible for the dissemination of marketing-related information to all internal departments

Public Relations Post-Graduate Certificate Program

Journalism