Kari Mchugh Email & Phone Number

Kendall Square, Boston

Canton, Massachusetts

• 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.
• 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.

Canton, MA

• 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.
• 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.

Canton, MA

• 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.
• 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.

Boston, Massachusetts, United States, Atlanta, GA

• 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.

Boston, Massachusetts, United States

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

Honors Masters, International Relations And Philosophy

Women'S Leadership Forum 2015

Education record