Chief Responsibility – CX Business growth accelerator through empowerment to design, orchestrate and improve the holistic customer experience.

Chief Responsibility – Led a holistic omnichannel customer service transformation. Owner of the company’s Attrition Strategy to reduce churn. • Architect of the company’s CEM strategic evolution plan, developing and rolling out an Employee NPS pulse survey program to coincide with individual club CX training. Resulted in increased engagement, key satisfaction metrics and bottom line savings. • Spearheaded the Customer Service Strategic Objective, restructuring & training the call center to deliver superior & more efficient service resulting in quicker response speed & higher first contact resolution rates. • Established cross functional Attrition Action Plan to improve retention, utilizing CX insights to unlock key drivers at the location level.• Committed VOC leader in educating new executives on the CX mission, key metrics and comprehensive customer-centric model used to turn data into action and drive innovation.

Chief Responsibility – Influenced cross functional collaboration in process efficiency & led change innovation through activating CX data company wide. • Revamped the general manager and regional director year-end bonus structure by incorporating NPS and implementing quarterly goal setting which increased NPS (+5pts) and customer retention rates.• Used CX & operational insights to develop the Front Desk Efficiency Model, reducing headcount & improved productivity resulting in a $1M savings.• Turned exit survey insights into action developing the Alumni Program, a strategic initiative to improve the separation process in the fitness industry & continue former member loyalty to Equinox resulting in improved CX metrics and higher return rates.

Chief Responsibility – Gained system wide adoption of customer experience management as an operational norm.• Developed and implemented a member-focused strategy platform encompassing third party CEM services and data analytics, resulting in a decrease in attrition within first year of implementation. • Spearheaded all CX training & National Member Experience call with GMs across 75+ locations focused on embedding CX metrics into the culture. Educator in utilizing root cause analysis to solve member issues for improved service & fostered a safe platform for best practice sharing across the regions which increased NPS and LTC.• Producer of the Monthly Operations Guide, prime training resource for department rollouts directly impacting the customer experience. • Developed the Executive Leadership Portal which focused on strategy planning, execution and CX measurement to help the company grow.

Chief Responsibility – Improved the customer experience by fostering relationships with the front line to drive process improvement and set standards.• Key stakeholder in executing all departmental pilots and determining CX metrics of success for full company rollout along with creator of the Club Executive Presentation, a snapshot for GMs to present during the annual club visits displaying CX and key business metrics.• Oversaw nationwide member facility alert process, spearheading the transformation for management to send alerts in real time to the member base which sped up efficiency and delivered a better customer experience.• Drove customer engagement & loyalty by introducing the Front Desk Friendliness & Service initiative bonus measured through CX metrics. • Based off customer insights & level of impact developed the “Equinox Clean Toolkit” – a strategic game plan board and training for the front line which improved cleanliness scoring and drove customer loyalty.

Chief Responsibility – Streamlined the client experience & communication process which increased sales.• Creative lead in revamping the marketing e-blasts & Multifamily Sales Report on property closings delivered to over 10k potential buyers which increased lead conversions by 25%. • Gained customer centric understanding being gatekeeper to all listing inquiries as well as all executed rep. agreements and due diligence material. Played an instrumental role in streamlining major software integration for new proposal process, including design of templates and content in Salesforce utilizing CX insight.

Chief Responsibility – Identified growth opportunities by understanding the needs of the customer. • Led a strategic competitive case study on the behaviors and trends of the target consumer, forecasting product trends which successfully led to implementing a new merchandising strategy increasing sales by 30%.• Oversaw the distribution of the Sales and Customer Insights Reports to the executive team. Implemented CX and sales performance system to identify growth opportunities which improved the productivity of the sales team and repeat customers.