As the Member Retention & Special Projects lead at Escape Collective, I focused on developing and executing comprehensive strategies to drive member retention and reduce churn within our member-funded media platform. I implemented targeted programs to proactively address both active and passive churn, enabling precise tracking of membership retention and driving growth through data-driven decision-making. I also led Escape Collective's members-only Discord community and collaborated with volunteer moderators to ensure a welcoming, engaging and supportive environment that contributed to long-term membership stability. Additionally, I curated a weekly newsletter for members, achieving a 71% average open rate—a key driver of member loyalty.Beyond retention, I managed the growth of Escape Collective's e-commerce platform, delivering a 3.5x increase in revenue through strategic industry partnerships. My efforts in building and refining these retention frameworks and revenue channels have provided Escape Collective with scalable processes to ensure sustainable, member-driven growth.

As the Voice of Customer Manager for Wahoo Fitness' nascent SYSTM app, I spearheaded the initiative to recruit and manage a beta community of 250 users to run user acceptance testing prior to the app's public launch in October 2021. Through my leadership, I helped the team gain confidence in the app's stability and product-market fit, which was critical to its successful launch. I continued to engage with the beta community post-launch, collecting feedback and validating new features and product ideas to deliver user-validated products to the market on an ongoing basis.Using various channels such as surveys, interviews, and social media/social listening, I analyzed customer feedback to identify areas for improvement and collaborated with cross-functional teams in product, customer support, and marketing departments to ensure the customer's voice was taken into account in decision-making processes. My customer-centric approach helped the SYSTM team stay aligned with evolving customer needs and expectations.