Cynthia Williamson Email & Phone Number

London, Gb

Growth Strategy and Relationship Management - Co-Brand Airline Partner

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Developed and optimized contact strategy, including creative and channel approach, for key billing, payments, collections, and communications, which constituted the highest-volume touchpoints. Collaborated actively with finance, customer experience, customer service, payment services, collections, divisions, and technical development to strengthen highly matrixed organization relationships and deliver a holistic communications approach. Executed qualitative and quantitative research and analysis, drawing from complex customer insights to inform optimum messaging.• Spearheaded path forward for digital price change communications, leading to e-mail notification of more than 4.6 million customers, advancing transparency and personalization across all interactions and channels.• Oversaw tests in market on track to minimize call volume and raise NPS via thoughtful anticipation of customer questions and concerns related to billing and payments.• Shaped initiatives for Preference Center changes, enabling flexibility in digital communications that increased e-mailable universe for late payment notifications by 6.5 million per month.• Initiated SMS for collections, leading to digital shift and cost savings on run rate of $9 million annually.• Achieved 18% growth in digital servicing and 66% retention of overdue customers during COVID-19 pandemic program.• Led Earth Day communication for customers, with ways to reduce environmental impact with our products, resulting in Gold Award for e-mail marketing.

Philadelphia, Pa, Us

Established results-yielding on-boarding strategy for new and moving residential customers, including marketing e-mails, SMS messages, personalized videos, paper welcome kits and inserts, digital welcome kits, and direct mail creative for upgrades. Led high-performing marketing team, including contracted talent. • Drove in-depth ethnographic research and analysis to shape consumer insight-focused communications strategy, earning Silver Award for new Welcome communication series.• Directed digital Welcome Guide project that transformed paper “Welcome Kits” to digital approach, propelling multimillion- dollar cost savings. Nominated for Circle of Success Award for work.• Launched SMS communications, highlighting relevant actions messaging that lifted click-through rates by 88%.• Completed Half the Sky, The Business of Comcast, and Financial Literacy Series Training.• Served as mentorship program board member and mentor, and key member of events committee.

New York, Ny, Us

Guided creative refresh of hero product, leveraging consumer insights and product testing to generate results-driven marketing strategies and product positioning. • Led ethnographic research to understand behaviors and credit needs of small business customers.• Leveraged customer insights to create Ink Business Cash Card future value proposition strategy. • Directed acquisition and portfolio marketing.

New York, Ny, Us

Served as integral member of launch team for Ritz-Carlton Rewards Credit Card product, leading ideation of product development strategy, branding, PR, and customer experience operations. Formed look, tone, and feel for new credit card’s product launch, including customized luxury marketing materials. Oversaw creative direction for advertising materials (digital and print) and media buy, including growth-oriented value-added opportunities.• Leveraging customer insights and partner brand research, directed strategy for card-member events, on-boarding, and customer experience for high-net-worth clientele, collaborating on multiple compelling and unique experiences.• Engaged in relationship management with Ritz-Carlton Rewards team and separate Ritz-Carlton team, including in-depth brand training, and frontline launch support.• Led development of customized, unique, and luxury-inspired customer materials.• Partnered with public relations on press launch activities and releases.• Guided Ritz-Carlton Rewards Credit Card microsite.

New York, Ny, Us

Ideated comprehensive marketing test plan and creative direction for mass-affluent Platinum card, the company’s highest-volume customer product, including direct mail and online channels, and inbound scripting approach that surpassed YoY acquisitions target. Augmented direct mail package performances by 11%-plus. Shaped multi-channel and multi-touch marketing strategy for on-boarding new customers, bolstering sales by 14%.• Expanded role to direct $16 million-plus product rebrand and shaped Slate and Blueprint launch marketing plan for mass-affluent consumers, including brand name, plastic design, and features that spanned all channels.• Promoted holistic brand image, operating as subject-matter expert concerning brand consistency and development in chairman meetings.• Originated Slate product microsite, including design, agency management, and customer usability research.• Developed strategy for customer engagement marketing, including direct mail, e-mail, phone, and web channel strategies.• Instituted marketing trigger strategies, increasing results via high-quality, swift, and brand-forward communications.

New York, Ny, Us

Established direct mail marketing strategy for co-branded and private-label card products, propelling 240% co-brand and 80% private-label partnership growth. Developed all-inclusive marketing test plan, pinpointing prime value proposition for new private-label space.

New York, New York, Us

Directed all marketing programs for ten credit card partners. Led marketing team of nine on site.

New York, New York, Us

Led product development of nascent person-to-person payment service, and multiple projects to enhance features and functionality. Served as Relationship Manager for private label partner, MSN. Piloted stored value, plastic optional functionality. Managed high potential staff.

New York, New York, Us

Launched e-mail marketing channel at Citi Cards, including process and functionality, marketing plan, and governance policy. Marketed first online credit vehicle at Citi, through direct mail, email, and telemarketing.

New York, New York, Us

Managed direct mail acquisitions for launch of Driver's Edge card. Launched event-marketing program for card product. Initiated needs-based selling through telemarketing for card program.

Marketing Manager. B2C marketing materials, events.

Washington, District Of Columbia, Us

Launched leadership and mentoring program for executive level women. Implemented multifaceted strategy, including creation of applications, mentor matching, and learning programs, including a custom session at John F. Kennedy School of Government at Harvard University.

London, Gb

First Assistant Store Manager

Bachelors Of Science Of The Foreign Service, International Relations

Master Of Business Administration (M.B.A.), Marketing