Lead strategic direction and oversee operations for consumer and community relations sector to drive brand awareness, generate funds & revenue, and expand consumer base. Direct consumer relations team through successful planning and execution of external communications, social media community engagement, and crisis management strategies for global consumer activities. Coordinate community events, identify opportunities to boost revenue through fundraising & grantmaking initiatives, and oversee marketing campaigns.• Supervised internal 55-person team and international outsourced call center through engagement with over 2M guests per year to resolve queries, de-escalate problems, and enhance brand image across social media platforms.• Introduced chatbot feature using AI and natural language processing to reduce expenditure and support guests 24/7, resulting in additional 30K guest responses per month.• Executive Director of public charity, Dunkin' Joy in Childhood Foundation, with over $8M in revenue.• Spearheaded rebranding of Foundation, increasing fundraising by $3M within two-year period.• Generated projected 2021 in-restaurant revenue increase to $5M through development of consumer-facing marketing programs and retail merchandise.• Developed award-winning philanthropic programs that maximized impact for the community and generated significant media and consumer awareness.• Established public service TV campaign with annual media donation of $2M per annum• Led team through planning and execution of over 100 press and fundraising events each year.• Directed development of Board and coordinated grantmaking activities for Dunkin Family Fund, aimed at supporting communities and building diversity.

Oversaw strategic planning and operations management for guest engagements, franchises, and social media relations. Evaluated business data, reviewed consumer feedback, and identified opportunities to improve efficiency of franchise activities. Recruited and trained team to monitor social media channels and engage with audience. Headed crisis management to resolve urgent restaurant and social media issues and prevent brand damage.• Increased employee engagement scores by 25% with unprecedented team turnover rate of 8%.• Spearheaded redesign of domestic and international call centers including development of loyalty guest system, guest-facing hotline, and emergency restaurant line.

Managed strategic initiative operations critical to COO to improve operational efficiency and brand execution. Collaborated on business planning, budget management, and resource management. Led liaisons with internal and external stakeholders to ensure smooth running of project operations.• Coordinated revamp of airport strategy to improve operations in airport environments.• Headed development of Dunkin Donuts' three-year-plan.• Led redesign of Franchisee Advisory Council system.• Oversaw evaluation of restaurant P&L reviews.

• Selected by President to sit on the Dunkin’ Donuts leadership team.• Delivered the Presidents communications planning, message creation, speech writing, crisis communication, and multi-media engagements.• Co-chaired 2010 Dunkin’ Donuts & Basin-Robbins Global Convention with 3000 attendees.

• Led 10 person internal and franchise communications teams globally to ensure development and implementation of outstanding communications.• Spearheaded design and production of media content for print, video and online publication. • Partnered with other key leaders to establish Corporate Social Responsibility program, Dunkin’ Brands Community Foundation, and Dunkin’ Brands Disaster Relief Fund.

• Effectively managed $1M annual grant and administrative budgets within community affairs and internal & external communications sectors for New England and New York.• Established full-scale community programs, organized events, oversaw PR communications, coordinated volunteers, and collaborated on marketing campaigns.

• Fostered multi-million-dollar corporate and non-profit relationships to drive success of engagement initiatives. • Directed implementation of ConAgra Foods Feeding Children Better program.