Duff & Phelps rebranded as Kroll

Fostered a culture of innovation within the business while driving growth against a portfolio of corporate legal services software products and service bundles. Led new product launches, platform development & enhancements, user validation and experience design. Designed and implemented product marketing strategies for search engine optimization, increased brand affinity, and improved sales lead generation.Led strategic transformation from a transactional, a la carte business model to a subscription-based, bundle-first business model. Launched SAAS-based account and compliance management applications. Set and executed operations strategies achieving 84% increase in efficiencies while supporting a strategic product offering. Results received both internal (two-time performance award recipient and CEO award nominee) and external (Stevie Award) recognition.

Developed and implemented small business product strategy to achieve revenue growth and improve retention. Introduced small business product packages to increase value delivered to the customer. Overhauled customer experience on small business e-commerce platform. Reduced abandonment rate and improved customer retention. Spearheaded integrated marketing initiative to reengage inactive customers. Yielded excellent response rate and greatly exceeded revenue goals. Earned 2 divisional performance-based awards (out of 300 people eligible) and nominated for a CEO Award (out of 800 people eligible).

Supported EVP and General Manager in developing over-arching strategy for small and mid-sized business unit. Spearheaded Middle Market Task force focused on improving customer retention. Piloted a high growth subscription product. Delivered first cross-company promotional product, with an excellent early response rate.

Served on executive leadership team responsible for shaping and implementing service strategy. Managed customer engagement programs focused on driving retention developing service enhancements. Contributed to growth of full time staff and temporary workforce providing home care services to consumers. Incorporated service utilization alerts into customer engagement workflow, dramatically increasing consumption of services. Launched new service line that generated early year over year revenue growth.• Restructured corporate marketing strategy to focus efforts on delivering measurable results; decreased spend by 60% while preserving 100% of revenue growth.• Created integrated retention campaign to slow customer rate of depletion by an estimated 15%.• Devised survey targeting key referral partners to provide benchmarks and ongoing data for quality management and to improve customer experience.• Created consumer loyalty program to increase utilization of services by an estimated 20% per customer.• Planned direct mail consumer win-back campaign to drive estimated 2% growth in consumer population served. • Implemented customer centric training initiative across field workforce of over 150 employees increasing both overall employee and customer satisfaction and operational effectiveness.• Introduced reporting infrastructure to increase operational efficiencies by 30% and drive initiatives to identify and deliver 100% resolution of compliance and quality management issues.

Led product management, 4P strategy, and implementation across electronic licensing and reseller channel. Promoted a database of detailed business information on 23 million businesses. Conducted strategic sales discussions to optimize customer value and build product licensing relationships. Managed key industry trade show presence and media placements in relevant industry channels. Shaped corporate competitive intelligence strategy. Developed and implemented fully integrated marketing and communications strategy. Delivered substantial growth in annual Licensing revenue. Migrated a major legacy online product platform to a new application, improving customer experience and realizing annual cost savings. Initiated price value capture to increase pricing productivity and decrease price erosion, increasing average contract sales price. Launched two new products. Delivered double-digit revenue growth for Wholesale business.