Vice President Digital Communications
Yardley, Pa
Agency lead for CRM and Email Marketing with client facing responsibilities involving strategy, production and thought leadership. * Provided strategic vision and tactical road maps for email, SMS and mobile channels to support and renew agency clients ~$20MM in agency revenue. • Led email strategy for agency working with major clients such as Bank of America, SONY, GameStop, Harry & David, National Vision, Inc., Disney, L’Oreal, Mattel to create data driven strategies that define the overall vision, strategy and roadmap for customer engagement and retention.• Increased Bank of America (11%) and Sony (8%) conversion rates by implementing personalization strategies based on customer data points. • Designed test & learn plan that increased national vitamin brand response rate 3.5x • Established CRM maturity matrix to easily identify gaps, evaluate growth opportunity and plot strategic road maps and implementation plans for clients. • Worked with internal analytic teams to create client benchmarks and develop, define and link KPI’s to specific business outcomes.• Strategic projects included but were not limited to; email marketing strategy, cross channel customer journey audits and plans, segmentation plans, content marketing strategy, process improvement and automation plans, SMS/rich push strategy, A/B testing plans, email deliverability audits and remediation plans, thought leadership.• Audited email production process across agency creative, data, operations and account teams to identify areas to reduce risk and increase efficiency resulting in 35% reduction in email production time and dramatic reduction in email error rate.• Recruited, hired and managed team of 10+ email production managers to scale with growth in agency CRM clients.