Sidney Tercek Email & Phone Number

Acquisition & Retention (Strategy & Execution) | Margin Management | Market Ownership | Broker Relationship Management | Marketing Technology | New Product Development | Call Center Management | Email Marketing & Communications | Online Reputation Management

Houston, Texas, United States

Drive CLV for the mass markets business unit, developing strategies and tactics for each customer segment from acquisition through renewalActively manage product and pricing strategy for each marketing channel, focused on increasing profitability while maximizing conversion rate and customer retentionDesign and execute marketing campaigns in collaboration with internal and external teams, across multiple channels including Digital Marketing (SEO, PPC, Programmatic, Paid Social, etc.). Direct Mail, Door-to-Door, Telemarketing, and Mass MediaWork with marketing agencies and internal resources to develop and test new creative for marketing programs and campaigns, across channelsDevelop and test new offers and promotions, including customer incentive programs, working with third-party vendors and internal resources to implementCultivate relationships with external, third-party customer acquisition channels (primarily digital brokers), developing marketing strategies that are complimentary to internal channelsDesign and implement segment-based communications strategy and tactics for existing customers, from onboarding through winbackCollaborate with marketing analytics team to implement market tests for both customer acquisition and retention, designed to lower cost to acquire and increase CLVCollaborate with digital marketing analysts and agencies to design and implement digital marketing strategy and contentDevelop and implement plans relating to brand marketing, event marketing, and sponsorships, including the development of marketing collateral as well as the coordinating of schedules, venues, etc.

Houston, Texas Area

Responsible for establishing a customer-centric communication strategy that helps build lasting and trusting relationships by providing customers with personalized, relevant and insight-driven communications.Serve as the control center for all North America Home communication requests to ensure they align with NAH strategy, has clear and measurable objectives and determine the appropriate segmentation, frequency, channel and timing of customer communication.Responsible for mapping and owning all customer communication journeys across all channels to ensure we are building meaningful experiences and interactions that help nurture the relationship.Implemented a centralized intake form and new delivery framework that provides an agile and scalable approach to efficiently review cross-channel communication requests, prioritize appropriately, make decisions and execute initiatives seamlessly.Work directly with the Customer Experience, Product and Operations teams to better understand customer needs, expectations and pain points and ensure communications are fostering an effortless and clear experience.Leads weekly governance meetings with key stakeholders across the business to review communication requests and prioritize resourcing appropriately. Successfully mapped 9 customer-facing journeys and 19 back-end process flows across our energy and home protection brands and documented areas of opportunity to improve the overall experience.Sat on steering committee and served as key business stakeholder for our Salesforce Marketing Cloud 2.0 migration.

Houston, Texas

Led the ongoing expansion and optimization of the self-service journey offering approach, methodologies and techniques across all digital channels, in conjunction with and supportive of business stakeholder input.Built 6 aggressive business cases to support digital optimization efforts and presented to internal change governance committee for approval and funding. Responsible for the implementation and adoption of new technology rollout.Understood full end-to-end lifecycle of all digital channels (email/SMS/chat/social/OAM) and provided thoughtful and innovative solutions to maximize customer satisfaction and operational efficiencies.Designed, developed, and performed fine-tuning of digital operational systems to facilitate product offering growth and value with the ability to write detailed requirements both technical and process related to new supported products and services.Acted as project manager for integrations and large-scale projects, driving key initiatives for our Digital team to ensure the long-term success of our customers and business.Ensured the availability, performance, and operational integrity of digital platforms.

Houston, Texas Area

Develop robust digital communication strategies for Direct Energy’s family of brands focusing on retail energy, home protection and retail services (11 brands)Manage relationship with Salesforce and RelayIt account managers to ensure successful partnership and programManage a 5 person, multi-location team that constantly delivers against aggressive goals and timelines while keeping customer experience front of mindBuilt, implemented and manage various SMS text journeys to integrate with and supplement email communicationsImplemented a lead nurturing communication stream to capture incoming leads from events, online forms and other various avenues to drive potential salesTrack and analyze all automated, triggered and one-off campaigns to provide insights and ensure successDeveloped and maintained a holistic multi-channel strategy that incorporated emerging trends across platforms, design and communication techniques to deliver best-in-class experiencesManage the strategy and on-going success of all automated and lifecycle campaignsServe as project sponsor, develop requirements, and assist with implementation for large scale digital projects.

Houston, Texas

Manage full life cycle of email program driving brand awareness, engagement, and traffic to internal websites using Salesforce Marketing Cloud, Dreamweaver, and Photoshop. Deliver best in class customer experience for existing customers, increasing overall customer satisfaction and loyalty to decrease churn and expand customer relationships.Review all customer life cycle experiences to ensure a smooth stream of communication and provide suggestions on improvements where there are gaps in communication or efficiency in a process. Oversee entire email campaign cycle including content creation, design, html coding, implementation, and analytics. Maintain a robust email calendar to ensure we hit target send dates for cross-departmental email campaigns.Lead internal and external reputation management efforts to improve overall brand sentiment Support strategic sales goals by implementing various lead nurturing and cross sell campaigns to support new customer relationships across all lines of businessServe as chairman of Marketing and Customer Experience engagement team

Denton, Tx

Serve as the primary supervisor for full-time and part-time staff in a residential community of 400 students and am responsible for the daily operations needed for fully functional residence hall. Other responsibilities include: Organizing and facilitating semi-annual training for full-time and part-time staffStaff selection and semi-annual performance evaluationsBi-weekly 24 HR "On-Call" rounds to respond to emergency situations Conduct student discipline meetings on behalf of the Dean of Students, issuing sanctions when necessaryOn-going staff developmentDaily communication with Housing's Central AdministrationServed on the Inclusivity Committee to promote inclusive behaviors through active appreciation of social and cultural identities.In addition to regular responsibilities:Member of Southwest Association of College and University Housing Officers Exhibits and Displays committeeCo-presented at the Southwest Association of College and University Housing Officers conference on "Developing Community in Disadvantageous Facilities".

Denton, Tx

Assisted the supervisor with the supervision, training, and evaluation of both full-time and part-time staff in a residential community of 400 students. Responsibilities include:In-hall programming and overall community developmentBuilding maintenance and operation issuesAdvised the College Inn AssociationCollaborated with cross-campus departments for programsMaintained daily communication with Housing's Central AdministrationServed on the Housing Programming Committee which planned and executed large scale, campus wide programs.Served as a Small Group Leader for new hires within the department

Denton, Tx

Responsibilities include: Assisted in the supervision of 20 ambassadors and facilitated daily support and personal growth opportunities, including providing training and performance evaluationsProvided marketing outreach to prospective students and parents, as well as VIP visitors through campus tours and special promotional events, including with the President's Office, Office of Advancement, and Admissions OfficeTrained other departments on university enrollment, retention, history, traditions, tour guide etiquette, and university marketing strategiesCoordinated with community schools for campus tours designed to entice high school students to attend UNT

Denton, Tx

Responsibilities include: Conducted well-organized and friendly tours of the university for prospective students, parents, and other visitors.Served as a role model while answering questions and understanding university marketing messages while interacting with prospective studentsAssisted with the operation of the Visitor Center Information Desk

Dallas, Tx

Responsibilities include:Promoting corporations through social media websites to connect with customers and prospectsConducted daily online research relevant to clients needs