Emily Mcgrath (She/Her) Email & Phone Number

Create and implement digital customer success strategy to enhance adoption and retention at scale; work includes mapping customer workflows, creating campaigns (email, in app, webinars, academy) to educate and change behavior, and building necessary dashboards to analyze results and monitor success

Built and managed processes for rapidly growing success, service, and support teams to optimize team efficiency and customer experience; projects included running internal QBR process, defining customer journey map, aggregating customer feedback to influence the product roadmap, and analyzing churn and retention data to inform strategy

Launched 24/7 support experience by building custom headcount model and optimizing contracted work; resulted in KPI achievements of sub 1 minute time to first response in chat while surpassing 95% CSAT and dramatically improving eNPS

Greater Boston Area

Enhanced customer lifetime value through development of customer-centric planning methodologies; work included driving customer-focused sales analyses and developing cross functional processes to ensure alignment through product development and launch

Greater Boston Area

Developed and maintained series of models to project revenue and inventory needed at department, subcategory, and style level

Dearborn, MI

Analyzed growing vehicle segment and Ford customer types to make targeting, positioning, pricing, and promotion recommendations that would minimize cannibalization in the showroom and maximize new customer acquisition

Jersey City, NJ

Managed apparel and shoe P&L, performed annual financial forecasting, determined inventory and promotion needs to support sales goals, set strategy for merchandising calendar in coordination with merchandisers and designers

Jersey City, NJ

Led launch of new children’s apparel website coordinating a 15 person cross-functional team, created a custom-made planning system for rapidly growing business, maintained all buying responsibilities for shoe category

Jersey City, NJ

Drove sales growth with effective promotional strategies, new assortment, and enhanced pricing, negotiated yearly promotional calendars and one-off events with vendors, supported Amazon integration

Jersey City, NJ

Gathered and analyzed key data points to optimize product offering and maximize sales

Master Of Business Administration (Mba), Marketing And Operations Management

Activities and Societies: Wharton Customer Analytics Initiative MBA Research Fellow

Bachelor Of Science In Engineering, Systems Science And Engineering

Activities and Societies: Hexagon Engineering Senior Society