Enabling delivery across strategic priorities and programs-divisional organizational design and operating model across 300+ agile teams-platform integration post major acquisition-cross functional prioritization and alignment to maximize impact of $500M+ change portfolio

Grew, led, and coached a team responsible for enhancing, implementing, and productizing marketing and data science capabilities for use by operations and sales teams. Drove clients acquisition and retention in both direct-to-consumer and financial advisor-led channels: - Led product management of software applications for use by front line sales and service teams - Developed and advocated for a multiyear vision for the team’s people, processes, and platforms - Defined key success metrics for the organization - Managed strategic vendor relationships; negotiated increased service levels and up to 50% reductions in software and service costs. - Mentored a high performing direct team of 13, and a cross functional team of ~80 - Partnered across marketing, product, data, and IT to align on client experience, client segmentation, client acquisition strategy, and the people, process, and platforms needed to execute the strategy

Lead design and deployment of a scalable and measurable client acquisition, deepening, and retention engine for Morgan Stanley's traditional wealth management and digital first products and services:-omni channel campaign orchestration-real time personalization and targeted messaging -client and prospect segmentation-ad targeting and suppression-attribution, scoring, and measurement-lead generation and management-marketing automation and scalability-content management

Co-owner for design, build, operations, and rollout of Next Best Action tool for Morgan Stanley Financial Advisors - a distributed marketing tool with a machine learning powered recommendation engine to help advisors decide what is relevant to share with their clients and prospects. The tool has seen widespread adoption and glowing reception from 20K+ internal employees using it, and is driving high client engagement and other KPIs.- Articulated business case in budget process.- Wrote stories / requirements and managed SDLC throughout development, from conception to launch.- Trained users and defined solutions to feedback.- Set roadmap for distributed marketing and direct to consumer marketing infrastructure- Obtained necessary internal approvals and policy updates to allow Morgan Stanley Wealth Managemebt to use emailarleting for the first time, in partnership with legal, risk, compliance, and executive governance review boards.-Managed and participated in email marketing operations - writing copy, editing templates, configuring Exacttarget, and executing sends.

Managed technology platform development and launch. Designed and delivered experience to drive client acquisition. Led cross functional teams, and communicated plans and progress across the organization.• Launched email communications, driving 5x lift in key user behaviors, 20% lift in online engagement.• Managed cross-functional team (technology, legal, compliance, communications, etc.) to build a multi-channel marketing platform (including a database, marketing automation platform, decision engine, and analytics)• Designed client segmentation and experience model, including differentiated sales and service experience across multiple channels (phone, email, web)• Negotiated and managed multi-million dollar vendor relationship

Corporate strategy business improvement role, focused on improving client relationships, client acquisition, and improving employee quality and performance.• Refined Client Segmentation, based on opportunity and engagement scoring; prioritized outbound sales and marketing efforts for greatest impact on sales and retention goals• Designed and implemented high touch experience for high value, high opportunity clients; drove increased client retention and increased share of wallet• Developed and launched call review and QA process across 1,600 call center based associates in 4 locations; drove increased client satisfaction with service and attainment of sales goals.• Assessed and improved recruiting and candidate assessment for higher quality hiring at scale (planned 1,200 hires in 2014 and 1,600 in 2015)• Created key metrics to benchmark and drive improvement in New Hire Training and ongoing coaching programs• Launched multiple sales teams with distinct focuses and operating models: acquiring pure prospects, service to sales with existing clients, and retaining dissatisfied clients.

• Analyzed call center operations to optimize outreach strategy and resource utilization• Sized market opportunites to guide strategic investement decisions• Reviewed prospect, client, and associate experience to find pain points; Supported project management processes to implement recommended improvements• Produced ad hoc reporting and presentations for senior managers• Modeled needs and capacity constraints to ensure adequate staffing of new service teams• Developed training materials for front line associates; Documented new processes and processes improvements

• Automated and designed recurring reports• Produced ad hoc reporting for senior managers• Produced daily, monthly, and quarterly reporting• Conducted market research and peer benchmarking• Compiled, analyzed, and presented product analytics