Robin Turner, M.B.A. Email & Phone Number

Greater Atlanta Area

Experienced, strategic-minded and results-driven professional with ~ over 15 years of experience and passion for providing digital product management leadership in the development and implementation of live chat, secure email, targeted marketing and bill payment solutions for online and mobile digital channels. Hold extensive expertise in strategic planning, product roadmap development and implementation of digital user interfaces with a targeted focus on optimizing the customer user experience, engagement and sentiment. Possess wealth of experience collaborating with key business stakeholders across the organization, user experience (UX) design, and development teams to define and deliver new features and functionality to achieve business goals Excel at leading teams, effectively communicating at all levels, building strategic relationships with technology vendors and creative agencies, conducting user testing, resolving issues/problems, and implementing digital solutions that meet the needs of the enterprise. MBA degree.

Greater Atlanta Area

• Managed online Bill Pay product capabilities, client experience, marketing strategy and third party vendor. • Led team and managed roadmap in the launch of new Live Chat capabilities on suntrust.com and Online Banking platforms from concept to delivery of the vendor hosted solution to drive digital sales revenue and provide real-time digital customer service to reduce call hand times and costs. • Worked with “Design Thinking” strategies to identify innovative ways to define and meet customer needs digitally.• Led implementation of new Real Time Offer (RTO) capabilities, which required collaboration with key Marketing stakeholders, Business Analysts, Information Technology partners, User Experience (UX) design, and Web Analytics teams to ensure the alignment of business requirements with product strategy to create an effective client experience and meet revenue targets.• Led business stakeholder meeting with Lines of Business, Channel Operations (support), Marketing, and Legal & Compliance to share project status, milestones, issues, risks and mitigation plans, as well as, key learnings.• Conducted competitive and industry analysis on an ongoing basis to maintain subject matter expertise and knowledge of digital innovations.• Developed and monitored Key Performance Indicator (KPI) metrics for customer adoption, usage, satisfaction and sentiment of digital capabilities.• Successfully developed and implemented Product Launch Strategy plan to drive, execute and deliver a suite of three (3) new mobile access methods – Mobile App, Mobile Web and Mobile (SMS) Alerts• Developed and conducted quarterly strategy presentations to executive leadership on an ongoing basis. • Worked with internal research teams to obtain primary research via focus groups, surveys and usability tests to determine client satisfaction and sentiment with digital user experienc• Experience with waterfall software development lifecycle. Currently transitioning to an AGILE framework.

Greater Atlanta Area

 Negotiated home sales and purchases. Facilitated communication with agents, sellers, buyers, attorneys and mortgage officers in the selling process. Developed sales and marketing plans and programs to increase company sales. Analyzed market trends and statistics to determine potential market growth and monitored sales performance.

Greater Atlanta Area

 Supervised, trained and monitored performance of on-site sales team servicing multiple communities to meet revenue goals Developed promotional and direct mail marketing programs to increase qualified traffic and sales opportunities. Developed and maintained updated Internet web site strategy and content. Conducted competitive analysis to assess market opportunities and competitive threats in Metro Atlanta.

Greater Atlanta Area

 Successfully developed strategic direction and plan for Internet and eBusiness marketing programs for the Retail Line of Business. Successfully led the strategy, planning and implementation of the Bank’s first online Live Chat sales, vendor solution used to increase online sales revenue, as well as, reduce call volume and call center costs. Responsible for day-to-day creation and deployment of marketing and promotional web site content. Core team member of the enterprise Internet web site re-design project to create a new look and feel, content presentation and navigation for the SunTrust.com web site and Intranet. Led focus group research to gather Voice of Client (VOC) sentiment and usability insights regarding digital capabilities.

Greater Atlanta Area

 Reported directly to the President/CEO initially. Hired to develop the first in-house Marketing Department.  Developed first Branding and Corporate Identity programs in order to achieve a consistent brand image and corporate identity.  Led the creation and development of the first Internet and Intranet web sites from concept to deployment. Led the marketing strategy, planning, UX design and launch of Internet Banking and Web Bill Pay applications. Created marketing strategy plan for the launch of the first DECU Visa Check Card that resulted in an initial distribution of over 30,000 cards, which was in line with business and targets for the initial product release. Developed targeted marketing strategy plan which resulted in a $28.2 million increase of the auto loan portfolio. Developed targeted marketing strategy plan which resulted in a 45% increase of the Visa credit card portfolio  Maintained team leadership role in the expansion and growth of the DECU Marketing department

Greater Atlanta Area

 Worked with departments across the organization to execute special projects and update operational manuals.