Rachel O'Brien Email & Phone Number

Portland, Or, Us

Portland, Or, Us

- Created and manage a Smarsh user group designed to bring customers together for interactive training and discussions. As a result, customer webinar/virtual event attendance grew 125% with an average engagement rate of 87% over 3 months. - Leverage the Smarsh user group to gain customer insight and product feedback. Work cross-functionally with Product, Outcome Management and Sales teams to improve the customer experience and drive retention based on findings.- Manage operational communication strategies and product enhancement communications impacting 6,500+ customers across 14 different SaaS products across archiving, compliance, and cyber.- Led the communications strategy for a migration initiative impacting 771 small to mid-sized customers which required them to complete multiple steps, and without action, posed a risk to their regulatory compliance. Effective messaging and a tailored communications approach helped migrate 94% of customers in the required timeframe. - Continually improve existing customer marketing campaigns by refining segmentation, testing content, and making changes based on results.Smarsh enables companies to transform oversight into foresight by surfacing business-critical signals in more than 100 digital communications channels. Regulated organizations of all sizes rely upon the Smarsh portfolio of cloud-native digital communications capture, retention, and oversight solutions to help them identify regulatory and reputational risks within their communications data before those risks become fines or headlines. Smarsh serves a global client base spanning the top banks in North America, Europe, and Asia, along with leading brokerage firms, insurers, and registered investment advisors and U.S. state and local government agencies.

Rockville, Md, Us

- Starting in Feb 2020, I managed crisis communication efforts surrounding the Covid-19 pandemic – this included leading a 30-person cross-functional team to produce a weekly comprehensive publication for hospitality clients with critical supply chain updates. This publication was utilized by 8,000+ customers across North America.- Directly oversaw a Marketing Analyst and assigned workload, helped prioritize projects, provided guidance, and fostered career development.- Acted as the key user on Avendra’s customer and supplier portal, used by over 20,000 contacts. Responsibilities included training 5 team members, troubleshooting, prioritizing enhancements with Avendra’s technology team, and driving process improvements.- Redesigned and scaled our internal communications process to keep 250 stakeholders across Aramark and Avendra Group companies informed about new programs. This enabled teams to make their customers aware of new contracted suppliers or products that could save them money and drive efficiencies.

Rockville, Md, Us

- Took complex supply chain challenges and crafted clear, concise, and actionable email communications for hospitality customers that increased program spend.- Led the Avendra customer analytics function to identify areas for improvement and create solutions, such as an initiative to revamp an underperforming customer newsletter which led to an increased click rate from <1% to 10%.- Created a communications plan for a key business system redesign which impacted 3,000+ Avendra Group contacts. Executed with effective messaging, emails, webinars, and training materials to ensure a smooth transition and prevent business disruption.- Worked across Aramark and Avendra Group to develop a value proposition for suppliers that positioned the procurement organization for success in the supplier community.- Began managing a marketing analyst starting in July 2020.The Avendra Group collection of leading group purchasing and procurement services businesses, launched October 2020, provides supply chain expertise and scalability across a wide range of industries, including hospitality, senior living/post-acute care, K-12 and more. These businesses include: Avendra, HPSI, CPS, QUASEP and IPS in North America and Pelican Procurement and Trinity Purchasing in Europe.

Rockville, Md, Us

- Led event management efforts and streamlined registration, designed event pages, and created communications using Cvent for Avendra hosted events across the US and Canada.- Took complex supply chain challenges and crafted clear, concise, and actionable email communications for hospitality customers that increased program spend.- Monitored and managed marketing analytics functions for both prospect and customer marketing functionsAvendra is North America’s leading hospitality procurement services provider. Our supply chain management solutions are tailored to our clients’ business strategies and deliver benefits beyond great savings. We combine years of hospitality expertise, purchasing power, services and software to help customers impact the bottom line, improve operational performance, and better serve guests. More than 16,500 customers rely on Avendra as a trusted partner. *Avendra was purchased by Aramark in December 2017

Rockville, Md, Us

- Executed a print and digital advertising campaign across hospitality industry publications to build awareness and early customer engagement following rebranding.- Restructured prospective supplier process to include automated submission, streamlined messaging, and an efficient monthly reporting process that saved the company significant time (10 hours/week) and manual effort.- Created targeted content for 8,000+ customers, 800+ suppliers, and prospects such as brochures, whitepapers, website copy, email campaigns, and thought leadership articles.- Created a comprehensive Mexico Supplier Catalog for customers to solve a business need that required cross-functional project management through content creation, design, translation, and distribution.