Kimberly Kaufman Email & Phone Number

Charlotte, North Carolina

Charlotte, North Carolina

Manages more than 100 concierge client-employee relationships and rewards programs and spearheads purchase of goods and services. Delivers personalized recommendations to customers based on in-depth knowledge of program offerings and current trends. Coordinates rewards valued up to $12K and supervises one direct report. • Increased concierge program profitability through lowering acquisition costs related to purchasing rewards, negotiating discounts with vendors, and recommending changes to concierge catalog product offerings based on current margins.• Solicits feedback from customers via targeted surveys to identify opportunities for improvement, enhance concierge rewards experiences, and refresh catalog offerings.• Analyzes data to measure performance, evaluate customer needs, and devise creative solutions to overcome challenges and optimize results.• Maintains regular communication with customers to ensure needs are met, gather insight, make program improvements, and resolve problems in a timely manner.

Charlotte, North Carolina

Selected for newly created Concierge Rewards role and shaped position, responsibilities, and expectations. Trained new team members on processes, procedures, expectations, and best practices to build a high-performing team. • Received multiple Xcel Rewards for exemplifying the organization’s core values of collaboration, adaptability, efficiency, and respect.• Consulted with customers regarding rewards redemptions for merchandise or shopping experiences.• Gathered required details and created purchase orders for products according to customer specifications or coordinated shopping experiences at desired retailers.• Tracked order status to ensure accurate, timely delivery and confirmed receipt with customers.• Designed concierge offerings for client program catalogs, identified new items, and monitored trends.• Developed expense reports to track spending and credit card payments; maintained compliance with company policies and client reward program budgets.• Partnered with travel team to arrange purchase of event tickets and coordinate logistics.• Worked directly with retailers such as Peloton and Apple to order products customized to each employee’s preferences.

Charlotte, North Carolina

Created customized gifting catalogs aligned with client programs, preferences, and budget. Consulted with clients to understand needs and goals, design employee recognition and gifting programs, and source appropriate products. Leveraged client feedback to optimize product selection. • Conducted website testing during transition from Spree Commerce to Shopify; developed product pages and listings and recommended website modifications to improve customer engagement.• Generated reports showing profitability of products and adhered to concierge client budgets through detailed tracking and reconciliation of costs and expenses.• Managed Jira-based project board to track project progress and streamline operations.• Identified new vendors and brands to source products at competitive prices and expand client options.

Philadelphia, Pennsylvania

Developed strategic plans for marketing and social media operations for all veterinary hospitals and supported member-network hospital initiatives. Created educational content and social media campaigns to drive business opportunities and revenue generation. • Served as Interim Marketing Director and built customized marketing plans and multi-channel campaigns for the hospital network resulting in significant increase in financial investments from lead veterinarians.• Increased brand awareness across hospital network and built strong relationships with hospital partners contributing to business growth from 11 to 31 veterinary hospitals.• Planned annual veterinary conferences and practice manager meetings; created meeting agendas, coordinated hotel arrangements, organized dinners, and managed communications.• Negotiated and wrote contracts for veterinarians joining the CVP network.• Crafted and managed content for new veterinary hospital websites; conducted minor troubleshooting and website updates.• Coordinated with cross-functional teams to tailor content to individual hospital needs and incorporate local events and awards.• Measured campaign performance and tracked metrics to identify areas for improvement and refine strategies to optimize results.• Spearheaded the development and implementation of promotional campaigns in partnership Hill’s Pet Nutrition and Royal Canin Pet Food to increase donations of pet food to local animal rescues; program became an annual event due to exceptional success.

Bachelors Of Arts, Media & Communications And Art Studio

Activities and Societies: Phi Mu, 91.7 FM WMUH-Allentown, Muhlenberg Broadcast Community (MBC), Environmental Action Team (EnAcT), Berg.

Italian Culture, Italian Language

Junior year spring study abroad from January-May 2011.