Responsible for building and leading a team of professionals that develops best in-class digital user experiences through online channels. Provide leadership in the development, implementation and measurement of innovative, engaging and effective applications and designs that enable customers to conduct business with Citizens Energy Group more conveniently and cost-effectively. • Developed marketing campaigns to increase engagement in Paperless Billing program, creating cost savings in printing and postage of roughly $750,000 per year. • Designed and implemented a replacement solution for dissemination of email, voice, and text alerts and notifications, realizing over $200,000 in annual cost savings. • Launched Digital Contact Center, leading a team of Customer Service Associates focused exclusively on service orders, account inquiries and engagements via web, email, chat and social media. • Built a completely in-sourced customer journey mapping operation and team from the ground up to identify areas for enhanced user experience and, where necessary, improved internal processes, technologies, and communication. • Created automated chatbot and live chat workflows for extended self-service offerings. • Generated $108,000 in annual cost savings through software consolidation and process improvement related to email automation and social media publishing/monitoring. • Implemented marketing automation platform to disseminate targeted messaging, provide measurable calls-to-action and gain a 360-degree view of customer engagement.

Ownership and continuous improvement of organic search and front-end user experience (UX) aspects of current and upcoming site properties to provide visitors the shortest, most effective path to conversion on desired calls-to-action (CTA) in accordance with business objectives. Identification of trends and insights from Moz, Google Analytics and Search Console, among other tools, for use in the development and implementation of strategic revisions and upgrades to further enhance lead generation and online experience. Consolidation of global reporting into analysis around site traffic, revenue contribution and domain authority, among other KPIs.

Continuously improved user experience via dynamic website for aggressive lead generation and brand propagation. Championed integrated social marketing campaigns and competitive keyword research for optimized search engine (SEO) performance. Created new microsites, landing pages, and other multi-media features with appropriate calls to action for enhanced engagement and conversion. Managed relationships with graphic designers, technology providers, site hosting firm and other outside vendors. Communicated campaign metrics and analysis to CEO on weekly basis.

Directed the daily collection, analysis and distribution of web trends, traffic metrics, funnel performance and revenue generation of 26 eCommerce sites using analytics software tools such as Omniture and Google Analytics. Provided senior management with analysis on sales, margin and inventory by categories and product/market performance. Led Omniture implementation/integration projects and introduced customized reporting features.

Responsible for planning and managing the design, implementation, execution, optimization (SEO) and measurement of online marketing campaigns. Development of web marketing plan and budget as well as tracking, analysis, and reporting of results against corporate objectives. Website, intranet, and customer portal development and analytics utilizing the implementation of new social networking methods and tools such as blogs, Twitter, LinkedIn, and Facebook. Develop online content, ad copy and calls to action as well as maintain multi-media communication tools and databases.

Copywriting, editing, and production of informational and persuasive marketing communication matrix tools, including graphics, brochures, trade advertising, e-mail blasts, webcasts, online content, customer studies/evaluations, and news releases. Historical trend indentification/analysis and reporting.

Led the department’s traditional and online marketing campaigns while serving as corporate liaison with global publishing and licensing partners. Controlled all aspects of design, development, and launch of group’s website. Provided product expertise and guidance in development process of local business plans, leveraging close collaboration with domestic editorial, production, sales, and marketing teams.

Provided translation partners with electronic layout files, decreasing delivery time and expediting localization process. Developed online accounts, controlling access and posting material while drastically reducing costs.

Generated and analyzed monthly advertising expenditure reports and graphs. Created press releases, point of purchase displays, and promotional materials. Reviewed signage proposals and renderings ensuring adherence to branding guidelines.