Developing strategies to improve customer experience and increase lifetime value using proactive, AI enabled treatment. Oversight of program returning annual revenue of $40MM+. Leading team of 3.

Responsible for customer journey mapping, and the design and execution of outbound strategies to improve the CX and increase customer lifetime value. Oversite of program returning annual revenue of $40MM+. Led team of 3.

Responsible for design and implementation of customer growth initiatives supporting T-Mobile for Business and T-Mobile Home Internet. Role includes designing strategies to boost new customer acquisition, increase average revenue per user, and improve customer loyalty.

Directed membership programs for over 34,000 member companies worldwide. Led an international team of 5 direct reports and managed an annual budget of $1MM.• Led multi-channel member support effort, managing policy, tools, and training for 25+ internal staff. Proactive support case reporting contributed to ~60% reduction in critical “P0” cases in 2018.• Owned member engagement programs and multilingual lifecycle treatment strategy. Created a structured program to maximize the value of face-to-face meetings with member companies, achieving better account management, deeper engagement, and greater understanding of member needs. • Directed annual member satisfaction survey and presented findings used to gauge performance against organization goals and inform Board-level planning. Revised the questionnaire and optimized supporting email campaign to achieve the highest ever participation rate in 2018.

Led segment-based marketing for luxury travel agency consortium representing annual sales of $14B. • Delivered segmentation strategy that has been adopted as foundation for targeted client sales and loyalty efforts. Led Segmentation Team responsible for successful testing and introduction of comprehensive targeted communication program. Results include 74% lift in sales conversion among lapsed client segment.• Co-created strategy for high lifetime value clients. Led execution of a comprehensive international program representing a client universe with projected lifetime sales of $2B. Directed program from pilot through network-wide launch, exceeding partner program adoption target and organizational KPI by 28% in 2015.• Produced recurring studies and ad hoc research on range of topics including international travel projections and a generational study emphasizing millennial traveler perceptions and behavior. Collaboration with Media Relations Team has led to significant exposure including features in USA Today and NBC’s Today show.• Led study about maximizing lead generation via customer referrals. Presented findings to senior leadership team, followed by speaking engagements including Virtuoso Symposium in Berlin to audience of 500+.

Provides digital marketing consulting, leadership, and program execution specializing in customer engagement and loyalty for digital content subscriptions and software as a service (SaaS). Representative projects include:• Provided customer treatment strategy recommendations for corporate travel management provider BCD Travel. • Delivered customer segmentation strategy for Virtuoso, creating the foundation for targeted treatment and messaging. Subsequently accepted offer to join the firm as full-time employee after successful 6 month consulting engagement. •Supported businesses development effort for Boinc, a digital music application for wireless. Built quantitative models to better predict the business impact of bundling digital music with mobile phone service.•Created comprehensive CRM program recommendations for WhitePages. Engagement included message strategy development, program management, and requirements documentation for data and CRM platform.•Developed customer segmentation, engagement and loyalty recommendations for Smilebox. Completed quantitative data analysis to identify at-risk customers, and designed and executed a qualitative survey to understand their issues and needs. • Led an effort to increase customer insight, engagement, and loyalty for Cricket Wireless' Muve Music service. Wrote requirements to capture individual-level usage data, identified required metrics, and developed a plan to generate reporting. Helped create and launch a lifecycle marketing strategy and message optimization test plan.•Designed and executed initiatives to accelerate member growth and increase advertising revenue for Allrecipes.com. Led the brand integration effort with the new parent company, Meredith Corporation. Bolstered advertising inventory value among remarketing targets 130% and increased video plays 5%. Provided program requirements for billing optimization and marketing strategy recommendations for customer segmentation and retention.

As a member of the Product Team, delivered a market-ready CRM program for the News Corporation-funded digital music start-up. Remained on retainer until company ended operations in December 2011.•Defined the customer lifecycle engagement strategy including multi-channel CRM platform requirements for email, SMS, and social media. Led a cross-functional team charged with CRM vendor selection, contract negotiation, deployment, and integration. •Directed the consumer data collection and reporting effort, identifying customer insight requirements and key performance indicators (KPIs). Collaborated with the executive team to integrate data requirements into operations planning.•Led the primary research effort to gain insight into beta user's product perceptions. Delivered study findings and recommendations to the leadership team.

Directed the CRM strategy for the $270MM Coin line of business to increase loyalty and transaction volume. • Responsible for development and management of the new coinstar.com website. Wrote site requirements and led an integrated team to build key site functions, content, analytics, reporting, and SEO.• Created the customer segmentation and engagement strategy including leading the email channel and delivering recommendations for an innovative membership tier and loyalty program.

Built a digital marketing and customer retention program for mobile phone navigation software (SaaS). Led customer acquisition and retention marketing, managing a $1M annual budget and two direct reports. •Directed a cross-functional team in executing a comprehensive CRM initiative, increasing customer satisfaction 32%.•Managed the Telenav.com Web site and online store, increasing store conversion 30%.•Defined and led the customer acquisition strategy with digital channels including SEO, SEM, display advertising, and e-mail.•Created a market research and customer segmentation program, identifying key drivers of customer satisfaction and loyalty.

Provided leadership for a marketing strategy that targeted more than 30MM consumers in the Real database and a comprehensive loyalty program for the company’s two core subscription products, Rhapsody music service and Real SuperPass. •Led a cross-functional team to build a $10MM strategic plan to maximize Rhapsody customer loyalty and lifetime value.•Created customer segmentation and profiling to inform targeted product development and customer acquisition, retention, and win-back strategies.•Directed the $4.5MM e-mail channel. Implemented a robust direct marketing effort and created a successful business case to upgrade the platform. Increased deliverability 28% and achieved over 140% of the acquisition goal in 2006.

Designed a customer retention marketing program to increase loyalty and lifetime value. Created relationship marketing strategies based on satisfaction drivers and customer lifecycle.•Developed successful solutions that improved product access and increased usage for new subscribers, reducing 90-day attrition by 6%.•Created a comprehensive billing optimization initiative, generating $600K annually in incremental revenue.•Initiated primary research and used findings to inform product marketing and customer loyalty marketing strategies.

Managed a customer loyalty marketing effort for the nation’s largest cable / broadband provider. Provided leadership, marketing campaign support, and facilitated best practices learning for retention teams in 15 regional offices throughout the United States.•Directed a cross-functional team charged with developing a messaging strategy and campaign materials to support annual price increases.•Designed a national customer retention program for the call centers, generating $10MM annually.•Led a competitive response effort based on primary market research. Utilized study findings to develop multi-channel marketing materials for television, radio, and print

Created and implemented customer retention programs and championed a loyalty marketing strategy for 2.1MM DBS satellite television customers, reducing churn 22%.

Provided leadership of marketing and operations including P&L for the PrimeStar satellite television service within a regional market. Created a reseller program with 36 retail locations. Managed a team of six direct reports including sales and customer support.