Kim Keefe Email & Phone Number

Waynesville, Nc, Us

I am the primary face to the customer and internal voice of the customer for a newly released B2B data portal. I leverage my customer relationship management and digital product management experience to influence and execute strategies to drive customer satisfaction and retention. I lead a team of two and influence across the organization.

I am the primary face to the customer and internal voice of the customer for a newly released B2B data portal. I leverage my customer relationship management and digital product management experience to influence and execute strategies to drive customer satisfaction and retention.

Oversee digital client engagement throughout the client lifecycle. Oversee the digital implementation of new PBM, high-touch, critical and key clients. Support sales and account service to promote and help drive member adoption and use of digital tools. Drive continuous improvement of documentation, processes, support and promotional materials to ensure ongoing quality, efficiency and client satisfaction.

Led, defined and maintained the product vision, strategy, roadmap and supporting metrics required to deliver and enhance a best-in-class digital experience on behalf of key clients. Drove product vision, strategy and execution through collaboration with clients, internal business stakeholders, IT, and UX; as well as pharmacy operations, legal, marketing, customer service and account management. Oversaw the scoping and definition process for new digital product concepts, including business case, product specifications and prototyping. Was the primary client-facing digital SME.

Northbrook, Il

Play a leadership role on the team accountable for building partnerships with the CVS Caremark government, TPA and coalition clients, as well as the company’s largest health plan client, and their respective Sales and Service teams. In addition to serving as the client’s primary point of contact within the Enterprise Digital team, I define and drive the digital engagement strategy; promote the value of the CVS Caremark digital tools to clients and customers; and collect valuable and actionable feedback to help improve the overall effectiveness of digital tools. My primary focus is improving client satisfaction and customer digital adoption and engagement.Key Accomplishments: * Drove a significant increase in customer registration and engagement among target clients in year one—marked a 4-pt. increase in registration and 5.6-pt. increase in engagement vs. an average 1.8-pt. and 2.5-pt. increase, respectively, across the larger client base.* Worked closely with the client teams of the most contentious clients to improve the relationship with the Enterprise Digital organization and eliminate digital issues as a point of contention. * Developed a client database to capture key client information and reference materials throughout the client lifecycle as a surrogate for inclusion of digital details in each client’s SalesForce.com profile.

Cincinnati, Oh

As a member of the Communications & Media Partnership Management Dry Grocery team, I used data to guide CPG clients in the optimal use of the Kroger loyalty communications vehicles. During my tenure, I developed relationships with clients at Kraft, Clorox, Post, New World Pasta, Welch’s; General Mills, Coca-Cola, Johnsonville, MOM Brands and Wonderful Brands; as well as many of their shopper marketing partners. Key Accomplishments:* Drove a 15% YOY revenue increase in 2012 through strategic marketing and communication with target market.* Performed analysis of previous years, forecasted budgeting needs and a managed an annual budget of $8 Million.* Fostered collaboration and data sharing with clients and business partners to develop and report data metrics.* Evaluated customer data metrics and previous event results to develop and implement strategic, targeted, customer-focused media program solutions that put the consumer at the center of communications media strategies.

Cincinnati, Oh

Managed the day-to-day strategic leadership and partnered with internal specialists to ensure delivery of digital, CRM and e-commerce projects. Forecasted revenue (more than $3.8 Million) and business/staffing needs and developed a team of client service managers. Developed and implemented strategy associated with paid, owned, and earned media in the B2B and B2C arenas. Generated marketing for associated increase in corporate visibility within national markets. Key Accomplishments:* Pitched, won and managed one of the largest clients in Possible history, resulting in an annual revenue increase of $1MM each year for the two years I managed the account. * Non-Profit Standard of Excellence Web Award for P&G Share the Gifts corporate caring campaign site.* Retail Standard of Excellence Web Award for Kroger Design-A-Reusable-Bag promotion Web site.* IAC Best Non-Profit Integrated Ad Campaign for P&G and UNICEF “Kids Helping Kids” Trick or Treat for UNICEF campaign and site.

Marysville, Oh

Managed the brands’ Web sites, provided strategic input and led execution of online advertising, promotion and partnership initiatives for Miracle-Gro, Roundup, and Osmocote. Used WebTrends to capture and analyze site traffic metrics and recommend changes to the site, SEO techniques and promotional initiatives, leading to improved levels of site traffic and user experience.Key Accomplishments:* Delivered and led a grassroots marketing effort in conjunction with the Miracle-Gro brand and third-party vendor, Our Community Works, Inc. expanding effort to incorporate Scotts’ and the garden clubs’ community relations efforts.* Standard of Excellence WebAward for the Miracle-Gro LiquaFeed micro-site developed in support of the product launch.

Columbus, Ohio Area

Managed the Pediatric Marketing digital direct-to-consumer and influencer marketing programs, including websites and email marketing programs for all pediatric nutrition and some pediatric pharmaceutical products. Responsibilities included planning, maintenance, promotion, site traffic analyses, and regular competitive analyses; as well as execution in compliance with all FDA, HIPAA and PhRMA regulations/laws/rules.Key Accomplishments:* Developed and executed the first, large-scale, outbound email-marketing program in the corporation, contributing to a 40% increase in site visits, 47% increase in unique visitors, and almost 100% increase in online enrollments, year-over-year.

Columbus, Ohio Area

Developed and executed local, regional and national consumer advertising and promotion programs for Similac, Isomil and Similac Lactose Free Infant Formulas, including all mass media, Internet and retail efforts. Key Accomplishments:* Re-engineered and launched the infant-formula Web site, Welcomeaddition.com, resulting in a 30-35% improvement in site visits. * Coordinated launch with search engine optimization efforts, immediately realizing a 7% increase in search engine referrals and an 18% increase over a two-year period.

Assisted 12 national sales managers in the development and implementation of consumer advertising and promotion plans in support of Internet, retail, association and entertainment affinity sales programs. Worked with agency resources to develop--from concept to execution--consumer advertising and sales collateral supporting these affinity programs; including mass media and Internet advertising, direct mail, and in-store POP materials. Key Accomplishments: * Led the marketing communication implementation for Qwest's foray into retail long-distance sales. Worked with the ad agency to develop POP materials and with a merchandiser to develop set-up and replenishment procedures.

Coordinated consumer advertising for Medicare Complete, UHC's Medicare Advantage plan, acting as the primary liaison between the regional markets, the corporate communications department, and the national advertising agency. Tracked weekly direct mail-, newspaper-, and TV-generated lead activity and recommended changes to the advertising plan, as necessary. Assisted with the development of sales and member materials--primarily editing to ensure compliance with local policies and federal regulations. Key Accomplishments: * Initiated, developed, and directed a statewide, event-based marketing program, which was used as the model for United HealthCare Medicare Complete plans across the country. The success of this program in generating leads and enrollments led to its being repeated the following year.

Coordinated company participation in community events in Both the Columbus and Cincinnati markets. Worked with outside public relations firms to execute various media initiatives. Wrote and edited news releases and fielded media inquiries. Key Accomplishments: * Developed the coverage plan and coordinated the placement of statewide phone directory advertising, taking advantage of discounts for placements in multiple books and eliminating duplication in a geographic area. * Developed and placed arts and business-to-business advertising in the Columbus and Cincinnati markets.

Wrote, edited, and supervised the layout, printing, and mailing of two monthly healthcare professional newsletters, a quarterly member newsletter, a quarterly broker/employer newsletter, and a yearly healthcare professional policy manual. Wrote news releases and fielded media inquiries. Coordinated company participation in community events. Key Accomplishments: * Researched and implemented a mailing list management and CASS certification program that saved the company almost $10,000 per year in postage costs and greatly increased the quality and accuracy of the lists. * Awarded a Bronze Quill for newsletter writing by the International Association of Business Communicators in 1995. *Developed, implemented, and maintained a successful employee recognition program for the Columbus market. The program received more than 1,000 nominations in the first year from an eligible staff of approximately 500.