Lucy Liow Email & Phone Number

Leading Digital Product Experience, Loyalty Product, UX/UI and Content Strategy squads for Blue Buffalo, the leader in all natural Pet food & treats. My teams deliver on a best in class loyalty program for Pet Parents called Buddies with an average app rating of 4.8, and our brand website bluebuffalo.com. We also manage & produce an award winning podcast called Life with Pets, available on Apple, Spotify, Google and most other podcast platforms.

Built omnichannel ecommerce guest experiences, enhancing and growing business value, and delivering thoughtful digital leadership to a hungry company on accelerated growth. Connecting the world of digital and physical hospitality through a complex integration of technology, partnerships and strategic roadmaps to bring business value to life for on demand guest satisfaction.

New York, New York

Global product manager leading strategy, products & projects that improve Citi's firmwide candidate experience. Define, prioritize and execute on product roadmap and strategy, supporting HR and business line needs across the firm. Lead technical enhancements & product global roll out strategy, and product marketing initiatives across channels for social, careers website and mobile.

New York, New York

- Lead the global Digital B2B Product team to drive improvements for all customer facing SaaS ecommerce applications, responsible for increasing conversion of leads and bookings, growing # of global users, and streamlining operational costs.- Drove the redesign of Starwood's global B2B digital properties, including our proprietary group booking site for meeting planner customers, with improved UX and analytics, driving acquisition & conversion of the platform by 22% YoY.- Drove business requirements, UX and digital roadmap for SPGPro, a customer facing loyalty program launched in 2014, the first of its kind in the hospitality industry- Serve as Digital B2B SME for business initiatives that enhance Starwood’s guest and customer facing digital channels, devising strategy on user experience, content, social, and vendor selections and relationships

- Day to day management, developing content and functionality enhancements for corporate business and strategic partnership sites including StarwoodPro.com, the travel professional site, and Starwood Meetings - Served as digital business lead and project manager of redesign of Starwoodmeetings.com, including business requirements, project roadmap and budget. Developed mobile optimized site and backend Content Management System in conjunction of new site launch. - Digital owner for corporate cobranded partnership ecommerce websites for AAA and AARP, driving growth in traffic, conversions and bookings- Developed the BCBS/Westin partnership website and manage ongoing partner relationship and metric reports - Serve as Digital SME to Starwood Residences and Starwood Vacation Ownership (SVO) business groups for digital strategy, brand development and online marketing- Website redesign project for Starwood Development Group including managing vendor estimates and selections, sitemap, navigation and CMS development.

- Account Relationship Manager for agency leader in B2B ecommerce marketing. - Developed and spearheaded marketing & ecommerce projects for industrial companies of various industries and sizes. Guided clients on identifying business objectives, marketing needs and collaborated on overall digital strategy to create or grow web presence. - Organization of source material, development of content, design, SEO, site structure and overall project management. Developed & maintained client relationships for lifecycle of the project.

- Managed inhouse Customer Service team of 15 agents for a year. - Hired, trained and developed a new CSR team in a third party call center from the ground up after outsourcing plan. - Managed team of third party remotely located CSRs (20-25), 3 supervisors, third party team manager, and inhouse team of 3 lead supervisors. - Developed corporate standards in customer transactional communication & authored working templates. - Optimized operational improvements to order & returns fulfillment customer experience w/Operations & Finance teams.

Professional Certificate, Digital Product Management

Bfa In Graphic Design

Activities and Societies: Volleyball team