Accenture Leadership. Leading Accenture Song business unit for Québec across all sectors while providing leadership and guidance to customer experience banking and insurance transformations across Canada. Enabling corporations to increase productivity, reach new customers, empower their talent and drive environmental transition.

Accenture Leadership. Executive role focused bring the best from Accenture Song to increase productivity of Canadian corporations and ensure their global competitiveness. Guiding ambitious executives through planning, executing and sustaining cross functional customer driven marketing and digital transformations.

Provide governance oversight to strategy execution while working with executive team on longer term alternatives

Reporting to the Chief Transformation Officer, I lead a staff complement of 140 as well as approximately 90 offshore contractors which has the mandate to design, develop and deploy EDC’s corporate digital strategy to reach more exporters and have more impact on the Canadian economy while driving carbon neutrality. CDO equivalent role, I have accountability and overall leadership for digital strategy, enterprise architecture, end-to-end design, and delivery of superior digital solutions. Recent addition includes the Agile CoE which is responsible for deploying corporate agility and ways of working at scale. Key accomplishments include. 1. Steer Digital Strategy and technology roadmap to reach EDC's long-term strategy for 2030 aspirations securing the largest investment envelope approved by BOD. Strategy to be deployed at scale to run, grow, and ultimately transform EDC and meet 2030 aspirations.2. Designed & deployed Sustainable Finance Guarantee with BMO to support transition away from carbon-intensive activities across production efficiencies, renewable infrastructure, grid modernization. 3. Increased productivity by 14% and reduced costs by 9% with the introduction of corporate-wide employee collaboration platforms that drove 6% OPEX efficiencies and reduced risk exposure.4. Decreased time-to-market by 12% and increased quality across exporter-centric platforms with enhanced RPA and automation capabilities. 5. Co-led the canvas of new corporate agility roadmap; from chapter design to pilot launch.6. Redesigned insurance line of business digital platforms to meet evolving customer expectations which i. Reduced load for work by 9% (repurposed 19 FTEs to other tasks)ii. Increased Net Promoter Score by 4.8 points in the small & micro segment

Reporting to the SVP, Business Development, I lead a staff complement of 85 and 70 on-offshore contractors. CMO role encompassing end to end strategy and execution, including P&L responsibilities for digital products. Scope includes social media strategy, marketing programs, demand generation, brand management and customer experience and product development. Quoted as “best-in-class” customer experience work by Global Fortune 500 professional service company Accenture. Recognized by Gartner for EDC 2020 Strategy Outcomes. Drove to EDCs aspiration to penetrate the small, micro and service exporter segments. Overall, the CMO portfolio received 4 MarCom awards, 29 Telly awards and 1 Webby award.Key accomplishments include.1. Worked with Board of Directors to introduce and scale the design and development of digital operating model and assets. 2. Maintained Net Promoter Score at best-in class levels, while transforming business, scaling operating models, and launching new products, channels, and services.3. Grew top line revenue by 14%, financial customer by 9% and total customers served by 81%.4. Increased penetration of total addressable market from 9,100 in 2017 to 24,300 by 20205. Launched 5 product suites (100+ product variations) reaching all exporter segments, increased NPS by 8 points and retention by 40% for dual product holders.6. Triggered runaway success as the largest contributor to field sales team channel from 5% to 45% of sales closures.

Reporting to the SVP of Business Development, I led a team of 55 and approximately 40 on-offshore contractors. I joined EDC at a new juncture, as it aspired to reach more exporters in the small & micro segments. I was mandated to bring EDC into the digital age, syndicate and scale its global risk knowledge to provide more value to Canadian exporters. I established a robust vision anchored in the exporter reality, injecting relevant data points which enabled us to rebuild the entire value proposition, a multi-channel social media strategy and portfolio of in field programs. To execute, we chose Agile methodologies to bolster marketing quality, reduce time to market and strengthen voice of customer listening.Key accomplishments include.1. Set the stage for sweeping operational changes by leading myriad platform enhancements and shepherding customer focused and transparent Agile service model.2. Achieved 9x’s more output and 3x’s better quality while maintaining the cost base after redesigning marketing, analytics, and digital functions from an HR practice perspective.3. Researched, redesigned, and launched the new EDC Brand positioning and promise. Based on exporters’ feedback the new brand promise increased the effectiveness of programs and media in the market, drove employer-of-choice positioning, and reached new exporter segments, growing customers served by 45% over 3 years.4. Penetrated small & micro market segment from 1% to 3.5% while maintaining NPS scores and client retention ratios.

Lead a team of 40 CX, analytical and marketing professionals across Canada, Latin America and India tasked with connecting Cardmembers and merchants through customer centric digital platforms. Steer strategic planning process and lead analytical practice. Global scope which mandated to innovate and transform business models thought the power of digital and data. Some sample innovations are:- Researched and launched new digital Cardmember capabilities which increased program engagement, response rates, campaign ROI and attracted new investment to the market. - Remodeled Insights & Analytics assets to inform marketing strategy, investments, and communication strategy themes. - Appended Big Data to Insights & Analytics assets to evolve merchant and Cardmember segmentation which led to the refinement of our outreach treatments, servicing models, capacity planning, and predictive models.- Designed and launched new multi-merchant digital merchant capabilities which doubled merchants engaged. Key accomplishments include:1. Launched Apple Pay™ in Canada by integrating digital capabilities into our security and data capabilities. Included Apple™ in the merchant offer ecosystem aimed at connecting cardmembers and merchants together. 2. Multiplied marketing value by 5X without investment while driving better business economics.3. Generated the single biggest global NPS increase in Canada (33) and top global NPS score of 70 in LAC after strengthening merchant engagement and value, increasing satisfaction by 25%.4. Retained 91% of net revenue for Costco’s co-branded portfolio by re-acquiring 11% of the customer base after establishing the product design framework and retention strategy that was later used in the Costco US portfolio - an endeavor that was 14x’s the size of Canada and delivered billions of revenues retained for American Express

Led a team of 20 global analytical and strategy professionals across the Americas and India, tasked with developing and evolving AMEX’s differentiating closed loop data and analytical assets, geared to strategic plans, marketing investments, and merchant engagements. Selected to join new line of business venture coupling digital and data assets and P&L accountability with all merchant segments and lines of business across the US, Latin America, Caribbean, and Canada. Some sample innovations are:- Pioneered an integrated strategic planning process for GMS which allowed identifying and prioritizing of key focus areas and informed operational plans.- Evolved measurement frameworks, pricing constructs and financial models through innovative data mining techniques. - Created and implemented proprietary Insights & Analytics external consulting leveraging Amex’s closed-loop data, a key market differentiator.Key accomplishments include: 1. Launched innovative digital card member capabilities, increasing program engagement by 20%, response rates by 70%, campaign ROI 2X’s over, and attracting 30% new investment to the LACC market.2. Developed and deployed industry-specific solutions that established market leadership and increased Line of business net contribution by 30%.3. Enabled business to exceed top-line billings by 2% annually by incorporating accurate, CRM, real-time data to inform operational and strategic planning processes.4. Scaled new revenue source that increased GMS’s net contribution by 7.8% over 3 years.

Overall P&L responsibilities for the Global Commercial Payments line of business in Eastern Canada. Led end to end customer value stream: B2B Marketing, demand generation, sales and servicing. Key accomplishments include: 1. Achieved 102% to 126% top-line billing and exceeded 5-year revenue and profitability targets.2. Fostered the division’s highest employee engagement levels, retention, and sustained results.3. Planned, led and drove integrated sales and marketing plan which grew recurring billings fourfold given additional competitors in the marketplace.4. Structured and led 3rd party B2B marketing acquisition programs which accelerated sales conversion times.5. Championed adoption of new performance metrics and CRM platform for all markets segments across Canada increasing conversion ratios. Resulted into grew recurring billings from $39M to $191M in 36 months and achieved $320M in 6 years.

Responsible for the team leading acquisition and retention of marquis accounts in Eastern Canada. Led project teams of specialists from requirement-gathering through implementation and support.

- Montreal Chapter - Chair of B2B & B2C Marketing Committee. Marketing Strategy, including business plan, social media strategy & digital advertising. Volunteer work aimed at sharing marketing and communication best practices with entrepreneurs en develop their competitiveness globally.

Leadership oversight and accountability for global marketing, partnership, and business development strategy. Global responsibility for projects requiring up to $1 million in financial resources. Hired and led project teams of specialists from requirement-gathering through implementation and support. Board Member & Owner. Secured several rounds of seed and mezzanine funding.

P&L responsibilities for e-Time product suite and services in Eastern Canada. Lead capabilities roadmap and partnerships with industry segments. Product included payroll outsourcing and management, employee benefits and talent development. Over exceeded business development targets within 50% of prescribed time leveraging a highly analytical and segmented business development approach.

Lead a team of 4 tasked with driving sales effectiveness, financial analyst, strategy execution and operational B2B marketing strategies supporting 45 relationship managers in Eastern Canada for HR outsources services.

Manage overall B2B marketing efforts within highly competitive telecommunications industry. Innovated with new marketing concepts in order to position Locus as a credible voice recognition provider globally.

Defined, measure and analyzed loyalty call center inbound and outbound trends to provide input on the design of existing loyalty program enhancements and design of future marketing strategies.