James Roy Email & Phone Number

Hicksville, Ny , Us

• Lead short- and long-term strategic plans for digital sales, service, and customer engagement. Createand manage comprehensive digital marketing strategy and roadmap that embraces analytics, content,and intelligent journey orchestration to adapt to customer behavior in a highly personalized way.• Define, architect, and implement marketing technology strategy focusing on expanding digital marketingcapabilities and scale through analytics, automation, and management of the customer experience.Educate and evangelize technology strategy in addition to promoting utilization and rationalization.• Collaborates with Sales and Product Teams on setting online acquisition and revenue goals via digital marketing strategies and channel engagement tactics.• Drives strategic outcomes through holistic, contextually personalized banking experiences. Using qualitative and quantitative analytics and insights to identify new customer opportunities, as well as test, validate, and optimize customer journeys. Thoughtfully apply data, intelligence, and design to deliver real-time opportunities to engage with customers on any channel.• Directs highly complex, cross-divisional data, technical development and design projects including marketing technology integration, marketing analytics, and customer experience management.• Manages team of digital marketing leaders and their multidisciplinary team members for digitalexperience, customer engagement, customer experience, data activation and marketing technology.

Bridgeport, Ct, Us

• Responsible for driving innovation, measurable business value and positive customer outcomes across retail, commercial and wealth businesses through the design, orchestration, and optimization of customer-centric digital experiences. Lead / coach a high performing team including analytics, experience design, customer decisioning, digital operations, and oversee external partners and agencies.• Defined and implemented progressive marketing technology strategy and roadmap centered on customer data, analytics, journey management and real-time personalization. Partner with IT stakeholders to scale and extend marketing technology strategy and manage highly collaborative external provider relationships.• Conceptualized and implemented a leading AI-based, real-time interaction management solution, Pega Customer Decision Hub (CDH) on email and web channels delivering over 2.5 million monthly personalized interactions. Designed and developed a new bank website on Adobe Experience Manager in under a year resulting in substantial improvements across key customer journeys. Increased customer engagement by growing annual email volume from 100,000 in 2017 to over 20 million in 2020 through the implementation of Marketo, a leading marketing automation platform.• Drive strategic outcomes through seamless, contextually personalized banking experiences. Using qualitative and quantitative insights, identify new customer opportunities, as well as test, validate, and optimize existing journeys. Define journey measurement criteria, monitor key interactions, and report on overall journey performance including customer satisfaction and effort.• Boost customer revenue, deepen relationships, and foster loyalty across key customer journeys through performance marketing programs and digital self-service. Contributed to increases in online account originations and lead generation through paid media campaigns, SEO/SEM, in-funnel testing, journey optimization, and nurturing programs.

Newport Beach, California, Us

• Led a multi-discipline team, including experience designers, content managers, email marketing specialists and marketing data analysts, in the identification, development and orchestration of client journeys to generate product consideration, build brand preference, and deepen relationships among retail and institutional investors.• Defined journey-based framework and technology strategy for increasing advisor engagement including segmentation strategies, content distribution, personalization, digital self-service, and educational tools.• Built targeted, integrated campaigns to increase awareness and consideration of focus funds, including multi-touch email initiatives, dynamic site personalization and paid media optimization, which resulted in a measurable lift in fund flows• Developed comprehensive marketing technology strategy and roadmap to facilitate a more personalized, journey-based approach to customer experience management.• Managed comprehensive global marketing performance report that included metrics and insights, including customer experience, websites, content marketing, events, and paid media.

New York, Ny, Us

• Led a digital experience team spanning design, UX, marketing technology, content strategy and social media to generate product awareness, demand, and affinity through exceptional digital experiences for global retail, institutional and wealth businesses• Developed automated marketing programs, utilizing CRM data to increase advisor site utilization, identify and promote product cross-sell opportunities, and deepen advisor engagement• Implemented Eloqua for marketing automation and lead management to streamline, automate and measure digital marketing initiatives to generate actionable business intelligence for sales distribution• In partnership with distribution teams, conceptualized and delivered an industry-lauded subscription service which provides personalized newsletters based on advisor content preferences• Developed a custom content management system (CMS) which powered both the firm's public-facing website and an award-winning advisor portal