Lead Account Service team for Design Concierge, a creative marketing platform where real estate agents purchase branded marketing materials. We are part of The Studio, the nation’s largest internal marketing agency for real estate professionals.Responsible for client service, conflict resolution• 
Develop, manage client service, process, and procedure• 
Provide client branding education and service local agents and franchisees across country• 

Work with internal teams develop client service processes serve corporate and local programs, promotions• 

Liaise with clients, agents, and product, internal, leadership, field teamsResponsible for product development, education, training, evolution• 

Develop, manage communication to agents and field teams• Provide product education and training for agents, field marketing, leadership• Develop, implement platform and service procedures, evolution• Present regularly at team, product, field and national meetings, conferencesPerform product training, marketing, evolution; KPI reporting• Serve average of 8,000 clients per year• Lead average of 50+ client meetings per month• NPS = +73

Clientele includes Hyatt Place, Marriott Courtyard, Holiday Inn Express, and local small businesses and non-profits.• Provide customer and client service, project leadership, marketing strategy and planning, graphic design services• Development and presentation of brand and training materials• Produce creative marketing materials: Brand and promotional print, OOH, POP, digital, business and sales materials.

Influence, lead, build relationships between branch and corporate marketing as a regional marketing liaison• Repaired marketing relationships among branch staff/agents and corporate within 6 months;• Lead agent understanding of marketing processes, platforms, and best practices;• Actively involved with agent recruiting, retention, local vendor marketing partnerships.
Proactively lead marketing programs, training and execution, and individual strategy development with over 140 agents:• Educated, trained existing agents on over 20 available marketing platforms; onboarded new agents• Developed always-on agent marketing resource center and communication tools;• Hosted 3 agent/staff training opportunities/week.
Collaborate with corporate and branch teams to develop new marketing communications, programs, processes and tools to increase community marketing and encourage professionalism among staff and agent• Developed agent marketing planning and tracking documents, branded templates tease agent marketing process• Developed, implemented branch marketing plan• Developed field marketing team member onboarding process• Presented regularly at staff, field team and branch meetings, and to both potential agents and clients

Technology and professional services sales role. Prepared, presented B2B client presentations and product demonstrations to sell online marketing automation platform (SaaS) and services.− Built and maintained prospective client relationships, building trust as a subject matter expert;− Drove over $400,000 in potential new clientele to Sales Operations team for closing;− Advised account leaders on product expansion, growth recommendations, new sales to current clientele.

Managed cross-functional teams and competing priorities to develop creative, impactful marketing strategies. Produced and distributed integrated mass and channel marketing materials including print, OOH, direct mail, radio, TV, digital, social media. Managed multiple projects and stakeholder relationships.− Developed, managed, evolved annual marketing strategy, programs, budget for agent sales channel:• First time channel-specific marketing strategy was developed and used for agent channel marketing;• Launch, leadership of integrated mass, local marketing platform with automated processes, introduced new media, multi-sourced information center; provided new marketing options to channel;• Developed, managed, presented new marketing processes, training, communications for agent channel, field support, and sales teams. Managed brand guidelines, agent adherence, co-branding throughout channel;• Trained 75% of agents, local creative agencies, field teams on brand guidelines, marketing best practices;• At or below annual marketing budget 100% of time.− Developed, managed marketing measurements of success; increased co-op marketing program effectiveness:• Increased co-op program participation by 12% and automated platform usage by 50%; reduced co-op marketing program cost per new customer by 22%;• Increased local creative agency partnership involvement in CAA program by 40%, ensuring all vendors were trained and all regions were served locally.− Gained $1.2 million via external vendor co-op marketing program and co-branded marketing efforts including direct mail, OOH, collateral materials.− Leadership of regional Diversity and Inclusion Council of 23 associates. Designed, implemented structural evolution:• Event management and planning: Increased events produced by 200% and corporate attendance by 175%;• Team leadership: Project management, results tracking, and professional development opportunities increased member participation by 33%.

Managed implementation of SMS and Premium SMS product launch requirements. Created, managed, evolved product and brand guidelines, documentation, processes, and results tracking. Managed day to day product operations, marketing tactics and vendor relationships.− Managed day-to-day product operations:• Launched over 1000 customer-facing SMS, Premium SMS campaigns;• Reviewed and approved vendor campaigns according to brand guidelines;• Managed internal team, stakeholder and external vendor relationships;• Tracked and evaluated product metrics and individual campaign results.− Worked with product marketing, product operations, and sales teams:• Trained field teams about product management: co-branded marketing, product offerings, program requirements;• Worked cross-functionally to create product brand and promotional marketing materials.− Educated sales, customer service, and field teams about products, campaigns, requirements.

Developed, managed internal brand and external vendor brand assets repository. Managed stakeholder relationships. Oversaw corporate, vendor brand review and approval process.− Managed trafficking process between content providers and corporate/field marketing teams:• Acquired, distributed creative, legal content for multiple internal and field teams, external vendors;• Developed new product assets display and request materials.Increased reporting effectiveness with new process and tracking documents; reduced review/approval time by 25%.

Evaluated and advised prospective advertisers on advertising strategy and options. Managed accounts and revenue production for newspaper through acquiring new advertisers and expanding advertising campaigns of existing clientele. − Acquired approximately $40,000 worth of new advertising in six months − Brought 12 new advertisers to the publication in six months

Trafficked production, review and approval, and distribution of FSI and Direct Mail advertising for local quick-service restaurant franchisee owners via automated system. − Developed client relationships and advise business owners on creative, promotional offer, and distribution options − Worked cross-functionally to track progress and allocate time to individual projects − Assisted with technical support of automated system and platform evolution

Manage full and self service computer service areas of local branch location. Manage retail and corporate accounts for graphic design and document production. Maintain relationships and increase business for a previously suffering department. Track projects and budget; report to store and regional leadership. − Increased department business by 244% through ideal customer experience and department maintenance and renovation; hired and provided leadership to new part-time graphic designer due to increased business volume − Planned and budgeted $1MM department renovation

Led development, management, and expansion of Victims’ Anti-Violence Project, providing referrals and social services to victims of anti-LGBT bias and violence. Developed and managed program marketing, publicity, and expansion. Developed, maintained, and evolved role processes and procedures. − Collaborated with other participating members of National Coalition of Anti-Violence Programs to prepare and release annual report on anti-LGBT discrimination and violence − Presented workshop at 1996 NGLTF annual Creating Change conference in Washington D.C. − Launched satellite programs at five locations throughout the state of Michigan. Trained volunteers, provided program operations and marketing assistance