Melissa King Email & Phone Number

Louisville, Ky, Us

Louisville, Kentucky, Us

• Lead the ongoing operations of Salesforce Commerce Cloud Business Manager for the digital teams to progress the transformation of a modern e-commerce siteo Support new IT, Digital and Business team roles, processes, and practices to operate and optimize the digital pharmacy business.o Explore the latest developments to support SFCC capabilities in a SFRA and headless architecture. • Lead the Salesforce Marketing Cloud integration initiative to launch an Abandon Cart campaign, out of stock reminders and further the personalization strategy to continue to evolve the modern e-commerce experience through trigger communicationso Campaigns captured over $800k pre-tax profit in Rx and OTC orders within the first year • Partner closely with DRIs to develop and evolve roadmaps utilizing new organizational capabilities offered in Business Manager – Product Merchandising, Test & Learn, Personalization, Content Management, and SEO & On-site Searcho Influence and educate product teams on how to best leverage new capabilities and enable management by the digital teamo Work with IT to define requirements and integrate business manager functionality in new and existing product builds, with focus on the migration to headless architectureo Support the new React native mobile-app build in leveraging Salesforce APIs to deliver a consistent experience for members.• Partner with Engineering on the implementation of API upgrades and remedy impacts to the member-facing experience, along with experience updates for CMS mandated programs • Monitor site health and performance to identify opportunities to improve overall member experienceo Partner with customer service representatives and IT to collect, analyze and address member pain points.

Louisville, Kentucky, Us

Louisville, Kentucky, Us

• Lead the activation and ongoing operations of Salesforce Commerce Cloud Business Manager for the digital business teams to progress the transformation of managing an e-commerce site- Support establishing new IT, Digital and Business team roles, processes and practices to operate and optimize the digital pharmacy business.• Partner closely with DRIs to develop and evolve roadmaps utilizing new organizational capabilities offered in Business Manager – Test & Learn, Personalization, Content Management, and SEO & On-site Search- Influence and educate product teams on how to best leverage new capabilities and enable management by the digital business team- Work with IT to define requirements and integrate business manager functionality in new and existing product builds.• Monitor site health and performance to identify opportunities to improve overall member experience- Partner with customer service representatives and IT to collect, analyze and address member pain points.• Provide strategic support and guidance to specific program level business needs and managing program level metrics

Louisville, Kentucky, Us

Louisville, Kentucky, Us

Louisville, Kentucky, Us

- Develop digital marketing strategy that will leverage the capabilities of the Sitecore platform to help meet business objectives- Provide leadership, direction, and strategic consultation on enterprise wide digital initiatives throughout the Core Digital Solutions team, leading a diverse group through the redesign of Humana.como Guide the team in developing project scope, deliverables, budget and target release in agile-like methodologyo Provide direction on establishment of content management set up that will fully leverage a CMS, information architecture and workflow processeso Partner with IT teams to coordinate initiatives and business priorities that support the development of a new multi-tenant site architectureo Work in partnership with UX team and agencies to develop new visual design system and templated design that provides an intuitive and consistent experience for users o Provide leadership for cross-functional teams to solve for global navigation that will facilitate wayfinding between the secured and unsecured Humana sites o Coordinate the design of a governance model that supports an ongoing maintenance framework and ensures accuracy of content o Develop a personalization strategy to target high impact messaging and serve up content relevant to the user o Support the user research strategy that ensures team decisions are reinforced with user feedback - Co-lead an employee impact team for Humana’s Consumer Group, focused on developing a strategy to support a culture that encourages associates to speak up

Louisville, Ky, Us

Led redesign and platform upgrade for company’s internal portal, including a new information architecture, search-engine optimization, governance, content work flows, and application integration. o Developed in-depth analysis prior to redesign to identify key objectives, including surveys, roundtables, and business value assessment. o Increased usage by 87% in the first year and dropped bounce rate by 25%. o Owned ongoing site maintenance, content development, content marketing, troubleshooting, and site performance.Owned and led digital communications strategy to deliver key messages and introduce new technology initiatives, partnering with functional teams to plan, develop, and implement. o Managed internal e-mail client and developed strategy to drive open and engagement rates. o Introduced two-way feedback through blogs and commenting within the portal site. o Drove 98% completion rate to ensure restaurants were ready for brand turnaround; repurposed information to display recognition for the managers that drove positive sentiment for the brand. o Developed a messaging strategy to leverage the HotSchedules application to communicate directly with restaurant employees. o Leveraged CMS to support a single source of truth model for the pilot of two mobile apps supporting the Operations and Training teams.Developed measurement strategy and competitive analysis for all communication touchpoints (website, e-mail, and video) and determined impact on overall strategy.Led strategy and execution of employee engagement initiatives focused on building culture and awarding meaningful recognition.Oversaw redesign and development of first responsive version of KFC.com, along with maintenance of other external KFC websites, to drive usage and facilitate customer engagement with brand. Led the growth and engagement strategy for KFC's e-mail marketing program, executing reactivation program to win back 21% of lapsed guests.

Louisville, Ky, Us

KFC’s communication technology strategy and implementation for initiatives, such as IBM WebSphere portal, user provisioning, and internal applications of emerging technologies.o Saved over $250,000 by moving communications from paper to a personalized online site, accessible from the Restaurant Support Center, for franchisees and all restaurant employees.o Grew user base from 5,000 to 21,000 in two years; developed and designed user provisioning, governance process, and training, as well as ensured each organization maintained appropriate access.o Introduced new technologies, such as video messaging, SMS messaging, wikis, blogs, and podcasting, to deliver communications.Steered KFC’s internal front‐end web design, development projects, and training support.o Increased site usage by 150% with redesign.Created employee engagement strategy that included first touchpoint exclusively for team members.o Identified and coached team member bloggers to share their experience as part of the KFC family.o Identified inspirational stories of employees to demonstrate possibilities of career growth with the brand.Collaborated with organizational leaders, field leaders, and key stakeholders to understand KFC system's needs and capabilities for adoption of HR technologies. o Created internal marketing plan to raise awareness and drive adoption of new learning and hiring platforms.o Developed training materials and educational communications to support rollout.Developed automated internal communications readiness work-flow process to drive content ownership through user‐friendly interface of content management system.

Louisville, Ky, Us

Developed e‐communication strategy supporting processes internally and providing HR partners with best practices and editorial guidelines for Intranets.Designed, maintained, and updated corporate HR Intranet site (HRonline). o Migrated site to a content management system. o Performed graphic design production. o Created templates and copy layout, using content management tool. o Streamlined printed pieces to e‐format. o Maintained process and work flow for online shopping cart.Collaborated with cross-functional teams to understand upcoming e‐functionality. o Facilitated multiple e‐communication projects. o Developed and executed online enrollment strategy for employee development courses and executive income deferrals. o Led the development of an online calculator for executives to model annual stock option process.Partnered with coworkers and clients on communications and marketing strategies for employee compensation and benefits projects to increase awareness and plan participation. o Introduced and trained team to move from text-based to HTML e-mails that could incorporate images and videos.

Louisville, Ky, Us

Designed, maintained, and updated corporate HR Intranet site (HRonline). Produced graphic design and copy layout in HTML environment. Coordinated with cross-functional teams to produce compensation and benefits print communications to increase awareness and plan participation. Streamlined communications to reduce print costs and replicated online for more effective delivery.

Lexington, Ky, Us

Composed and updated website information for the company's national customer base.Created templates, banners, and logos for state association websites. Assisted in the training and education of part-time employees.Developed and built content for dynamic websites