Lead strategy and execution for digital platforms, marketing, outreach, fulfillment and insights for $3.5B dental business unit. Manage organization of 50+ team members. Accountable for member engagement and provider communications, inclusive of email (10M+ annually), SMS (3M+ annually) and direct mail to the company’s 34M members and provider networks. Developed digital transformation strategy and led implementation across channels to improve experience and reduce costs (exceeded savings target). Launched multiple digital platforms, including 2 mobile apps (4.9 and 4.8 star rated). Overhauled company website (7M visits annually), including expansion of self-service tools that led to 4x improvement in ratings of key functionality.

Led cross-functional teams implementing experience improvements to drive incremental visits and registrations. Managed and scaled service notifications (20M+ annually) via email, push and SMS to enhance member experience and operational efficiencies. Led consumer listening (spanning surveys, social media and reviews), as well as reputation management, translating data into actionable insights across product and operations.

Responsible for building awareness and utilization through marketing across digital channels (email, SMS, push, blog and landing pages). Managed marketing emails (34M+ per year) and introduced subject line testing, increased personalization and new design which collectively increased CTR by 24% and registrations by 13%. Responsible for landing page testing and optimization, including redesign of the consumer website.

Ran SPG’s program for its most loyal and profitable members. Responsible for the operations, marketing, and IT of the $600M in revenue program. Led a team of 200+ associates across 12 global locations and managed an 8-figure budget.

Director, Guest Experience Intelligence (2016)Associate Director, Guest Experience Intelligence (2013 - 2015)Designed and implemented new global brand health program to audit all 1,200 Starwood hotels. Program utilized multiple measurement approaches to deliver actionable data at a brand and hotel level.

Served as liaison between North American brand team and corporate research function. Responsible for working across brands and operations to integrate data from multiple sources to shape strategy.

Led sales and marketing process improvements to integrate four regional business units into a single global sales organization.

Delivered sales support for the company’s benefits outsourcing practice in the Northeast region. Developed sales strategy for multi-service deals, securing more than $150M in new business.