Lisa Forlenza Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina Area

Led the Email Marketing Technology & Automation and Social Media Marketing & Customer Care teams. Drove customer engagement and demand generation through sophisticated, automated, multi-channel B2C and B2B marketing campaigns. Tailored strategies and execution plans to each product and customer journey. Directed processes to ensure integrated campaigns were delivered on time and on brand. Analyzed campaign and channel metrics to drive continued improvement. Launched live chat in 2023… Show more Led the Email Marketing Technology & Automation and Social Media Marketing & Customer Care teams. Drove customer engagement and demand generation through sophisticated, automated, multi-channel B2C and B2B marketing campaigns. Tailored strategies and execution plans to each product and customer journey. Directed processes to ensure integrated campaigns were delivered on time and on brand. Analyzed campaign and channel metrics to drive continued improvement. Launched live chat in 2023, introducing a new digital channel for customer interaction and issue resolution. Managed crisis communication channels. •Live chat outperforms phone channel with a 67.4% higher net customer satisfaction score and 86% first contact resolution •More than 200 million emails deployed annually, including demand generation and lead nurture campaigns •Email CTRs 60% higher than industry benchmarks •Paid social campaigns drive over 12 million impressions annually, exceeding goals by 21% •Built strong partnerships across a matrixed organization in a heavily regulated industry Show less

Charlotte, North Carolina, United States

Special assignment to embed in project team during conversion and consolidation of five legacy billing systems on to SAP platform. Focused on ensuring SAP Marketing was developed to meet the goals and needs of the business. •Digital tower lead and SME for SAP Marketing •Led 25 in-depth digital workshops to write, review and align on detailed business requirements •Directed and coordinated on all digital program elements with implementation partner

Charlotte, North Carolina, United States

Major component of this role was focused on the redesign and migration of the public and authenticated websites on to Sitecore platform. Owned the authenticated user experience to increase online product conversions. •Certified Scrum Product Owner® managing cross-functional agile team to attain product release timelines and goals•Wrote user stories and test plans and led weekly web deployments•Created, maintained, prioritized and groomed product backlog and defined release… Show more Major component of this role was focused on the redesign and migration of the public and authenticated websites on to Sitecore platform. Owned the authenticated user experience to increase online product conversions. •Certified Scrum Product Owner® managing cross-functional agile team to attain product release timelines and goals•Wrote user stories and test plans and led weekly web deployments•Created, maintained, prioritized and groomed product backlog and defined release and sprint goals •Led company’s first-ever SEO-optimization effort, increasing organic traffic by 56% and #1 keyword rankings by 71% Show less

Charlotte, North Carolina, United States

Supervised eChannels department with responsibility for all aspects of online and email marketing strategy. •Designed, developed and launched company’s first B2C email program with 40% average year-over-year email list growth •Utilized email campaigns to drive customer interaction with newly-introduced social media channels •Implemented Google Analytics to deliver metrics to internal customers

Charlotte, North Carolina Area

Joined company in early stages of start-up mode while venture capital was still being sourced. Supervised Consumer Relationship Marketing team. Developed and implemented email-based customer loyalty marketing program. •Increased customer repeat business by 57% utilizing Next Logical Product (NLP) models and focus on customer journeys•Consistently exceeded annual revenue goals by at least 54% •Developed and implemented online marketing strategies to integrate newly-acquired… Show more Joined company in early stages of start-up mode while venture capital was still being sourced. Supervised Consumer Relationship Marketing team. Developed and implemented email-based customer loyalty marketing program. •Increased customer repeat business by 57% utilizing Next Logical Product (NLP) models and focus on customer journeys•Consistently exceeded annual revenue goals by at least 54% •Developed and implemented online marketing strategies to integrate newly-acquired brands into company’s portfolio Show less

Bachelor Of Arts (B.A.), English Language And Literature, General

Master Of Arts (M.A.), English Language And Literature, General