Jacqueline Polanco (Cspo®, Csm®, Plc®) Email & Phone Number

Valencia, Es

Miami, Fl, Us

• Own the customer journey from the moment they land on our site, until repurchases.

Miami, Fl, Us

• Oversee the Conversion Rate Optimization/Experimentation program.• Lead a team of product managers, engineers, QA, and product analysts to optimize the customer experience.• Track record of building and launching innovative features that drive business growth.• Develop a roadmap of prioritized optimizations and experiments within our journey that allow for a seamless customer experience.• Analyze test results and website data to generate insights and funnel optimizations.• Conduct user tests and onsite surveys to understand user behavior and potential UX improvements.• Success at analyzing data, drawing accurate conclusions, and adjusting strategy accordingly.• Distill high-level objectives and market feedback into clear, detailed product roadmaps and definitions.

Miami, Fl, Us

• Lead Agile teams to launch new customer-facing products and features that can elevate business performance and increase revenue.• Define North America’s consumer-facing website vision, roadmap, and growth opportunities.• Work closely with stakeholders to plan and prioritize product features and development according to business value or ROI across global markets.• Focused on website performance and optimization to improve user experience, drive lead generation and maximize conversion rates through rigorous planning/testing, UX research through qualitative and quantitative methods, data analysis, insight cultivation, and AB/ MVT testing history.• Understanding of the customer journey: from the first touchpoint to happy customer.• Manage the end-to-end optimization testing process for sprint items, including prioritization, requirements gathering, test implementation, measurement, and next-step recommendations to drive measurable increases in conversion rates and revenue.• Build A/B and multivariate tests and personalization strategy.• Perform client surveys and additional research to identify conversion improvement opportunities.• Identify & test new technologies and practices to improve conversion rate performance, consumer engagement, delivery against key metrics.• Feed insights into the acquisition marketing team to drive performance.• Investigate and assess customer behavior across the funnel, identify 'pain points', develop test hypotheses, and ensue insights that can be delivered from both winning and failed tests.• Serve as the voice of consumers by developing best-in-the-industry projects.ACCOMPLISHMENTS:+ Global migration from our internal AB test tool to Optimizely.+ Restructure our product development process to adopt an Agile methodology.+ Develop product ops procedures and processes.

Miami, Florida, Us

Serve as the voice of consumers by developing best-in-the-industry website projects for the Royal Caribbean e-commerce website.• Lead Agile Scrum teams to launch new customer-facing products that can elevate business performance and increase revenue.• Work closely with stakeholders to plan and prioritize product features and development according to business value or ROI across global markets.• Foster collaboration among colleagues and across teams.• Partner with management to drive global digital initiatives throughout the product lifecycle to identify value, risk, strategy & approach.• Define product vision, roadmap, and growth opportunities.• Communicate vision and direction to the development teams and stakeholders.• Assess value, develop cases, and prioritizing stories, epics, and themes to ensure work focuses on the maximum value, and it's aligned with the product strategy.• Facilitate backlog management, iteration planning, and elaboration of the user stories.• Collaborate with UI/UX team, development teams, analytics team, business analysts, and product leaders to establish goals and timelines.• Communicate product performance and opportunities in collaboration with product & analytics teams.• Stay informed of enterprise and brand-level initiatives that will impact the Digital Marketing product portfolio.• Perform Scrum Master role when needed.• Keep abreast of our competitors and the industry at large.• Keep abreast with Agile/Scrum best practices and new trends.ACCOMPLISHMENTS:+ Launched a Future Cruise Credit redemption feature on our website that allows our guests redeem their cruise certificate and helped our website get the direct revenue that otherwise other departments would've got. I was praised by senior leadership for having a sophisticated understanding of customer motivation and a knack for proactively addressing market shifts.

Miami, Florida, Us

Responsible for planning and executing the integrated media strategy of the Celebrity Cruises brand in the North-American market.• Execution and project management of customer acquisition efforts, leading tactical activity including preparing strategy, roadmaps, and researching new technology.• High-level tactical planning and oversight of a Double Digits Multi-Million dollar budget.• Manage the planning and execution of large-scale Marketing projects that achieve business objectives.• Responsible for the management and execution of all paid media customer acquisition efforts including Traditional such as TV, Radio, print, and Digital such as Paid Social, Conversational Bots, Display, Programmatic, Retargeting, Video, Digital Radio, and Paid Search.• Responsible for problem-solving digital issues, reporting on project status to key stakeholders, helping ensure projects are completed on-time and on-budget, and maintaining an up to date list of digital tasks/deadlines/status/owners/contacts.• Manage the relationship with Celebrity’s media agency to execute against both branding and tactical initiatives with a constant eye on results.ACCOMPLISHMENTS:+ In August 2019, successfully released the first Facebook Messenger Chatbot in the cruise industry, increasing engagement by 46%.+ In 2018, developed strategic digital media plans resulting in a 119% increase in revenue, a 111% increase in bookings and a 170% increase in traffic to the website vs 2017.+ Implemented display dynamic ads strategy generating over $44 ROAS in 2018.+ Lead several mar-tech projects that have been first in this industry and increased our ROI significantly generating millions in web revenue. Some of these projects have even received recognition from Richard Fain (Albert Marketing AI) and others have been recognized by our partners: Dynamic Travel Ads on Facebook, Bing ChatBot, Celebrity Revolution 360 campaign on Facebook, and most recently, our Facebook Messenger ChatBot.

Miami, Florida, Us

Responsible for planning and executing the digital media strategy of the Celebrity Cruises e-commerce website in the North American market.• Lead several mar-tech projects that have been first in this industry and increased our ROI, significantly generating millions in web revenue.• Partner with vendors and ambassadors to develop the digital media strategy.• Manage the relationship with Celebrity’s media agency to execute against both branding and tactical initiatives with a constant eye on results.ACCOMPLISHMENTS:+ In 2016, launched first in its industry Facebook's dynamic ads, achieving a 3X increase in online bookings and a $15.20 ROI. Work was featured as a Facebook Business Success Story.+ Winner of several internal awards such as 2016 "Captain's” Award for work excellence and 3 “Commodore” Awards.

Miami, Florida, Us

Responsible for planning and executing the digital media strategy of the Celebrity Cruises e-commerce website for the Regional Marketing Managers.

San Juan, Pr

Lead and managed the social media & online reputation strategy for the resort and their wedding venue by creating and establishing the brand’s social media presence with innovating and trendsetting campaigns, content, and initiatives.Lead the social media influencer strategy for the brand, partnering with famous personalities to promote the hotel.ACCOMPLISHMENTS:+ Increased social media Facebook engagement significantly by 200% and followers from 10K to over 60K (+500% increase).+ Created an Instagram page and grew to over 10K followers organically.+ Increased Twitter followers from 2K to over 5K (+150% growth).+ Online reputation improved from a 4.1 to a 4.7 on TripAdvisor.

San Juan, Pr

Developed and executed the bank international marketing plan with a $MM+ budget while coordinating and overseeing the international digital marketing strategy for their products and services.Developed and implemented strategic email marketing, social media, SEO and SEM strategies.• Monitored, measured and analyzed traditional and digital marketing and advertising initiatives.• Responsible for developing training tools and integrating Customer Relationship Management (CRM) software, Salesforce, with our bank core.

San Juan, Pr, Us

Responsible for all interactive & multimedia advertising including authoring, coordinating & reporting of the email marketing program, Info Ads & AdWidgets.• Managed and successfully completed the merge between Onelink + Liberty Encoding & Production departments.

New York, New York, Us

Developed, implemented, and executed the social media influencer strategy for Samsung sponsored live-streamed survival competition web-series called “SOS Island: Survival of the Smartest”.ACCOMPLISHMENTS:+ This interactive mash-up brought over a media reach of over 4 billion impressions.

San Diego, Ca, Us

Developed high-impact digital marketing strategies to target new business opportunities and new markets that increased conversion rate for clients by over 10%.• Oversight of north county online sales division with a 12-member local sales team.• Trained sales & management team to be knowledgeable and proficient in presenting digital product portfolio.• Managed comprehensive campaigns to increase brand awareness and boost web traffic via PPC, Mobile, Social Media & SEO.• Negotiated integrated media plan, including traditional and digital marketing initiatives.ACCOMPLISHMENTS:+ Developed integrated media strategy, including traditional and digital marketing initiatives that increased sales over 150% from previous years.

Santo Domingo, Distrito Nacional, Do

Created digital strategies to assist sales executives and motivate more significant deals.• Oversight of online sales division with a 6-member media agency account executives' team.ACCOMPLISHMENTS:+ Increased sales over 120% from previous years and doubled sales per representative in the agency division.+ Suggested new products that increased company earnings by 10%.+ Winner of the "Top Volume in Sales Agreements" & "Top Revenue Achieved in Magazines" awards in 2007.

Product Management Leader Certification (Plc), Product Management

Bachelor Of Science - Bs, Marketing, Minor In Communications

Bachelor Of Business Administration (Bba), Marketing