Sophia Koutsikaloudis Email and Phone Number

Campaign Management - Customer Journey - Strategy - Cross-functional Collaboration - Channel Sales Role 1 : Mobility Lifecycle Management - Renewal Shaping Strategy and Campaigns • End to end ownership of monthly email and SMS campaigns which included conceptualization, incorporation of strategic priorities, collaboration with numerous teams, and reporting on outcomes.• Leveraged social purpose messaging to launch a new campaign that utilized tree planting to incentivize digital channel adoption and plan upgrade during the renewals process while strengthening the TELUS brand.• Applied precision targeting techniques and streamlined messaging, playing a pivotal role in maintainingindustry-leading churn rate of less than 1%.Role 2 : Direct to Consumer Sales Channel - National Mall and Experiential Events• Partnered with Microsoft to produce a novel experiential gaming asset as a way to drive acquisition, generate ~1 million annual impressions, increase visitor engagement, and acquire funding to support the program.• Led Quebec market expansion project and managed budget, agency partners, and asset production for 15-20 events per quarter which produced comparable acquisition costs and sales as events in established markets.Role 3 : Smart Home Product Strategy - Support and Channel Readiness• Organized and led collaborative efforts among 40+ cross-functional stakeholders to shape a comprehensive customer support strategy for a new consumer product, ensuring a seamless end-to-end customer journey.• Deliberated, refined, and validated value propositions across 7 different sales channels, enabling them to easily understand and prepare to effectively sell the new product.

Graduate & Undergraduate - Marketing Courses - Organizational Behaviour Courses Courses:Applied Marketing ManagementCorporate Reputation and Brand ManagementMarketing CommunicationLeadershipManagement DevelopmentStrategic Human Resource Planning

Registered Charity - Donor Engagement & Loyalty - Corporate Events - DigitalRole Scope & Key Accomplishments:• Enhanced communications and digital strategy for the corporate events revenue stream which allowed the charity to optimize their marketing funnel, resulting in a 50% increase in booking requests.• Researched new community and corporate opportunities to increase visibility and drive donations which included the commercialization of new products to generate funds for the charity.

Data Analysis and Visualization - Customer Journey Mapping - Customer CommunicationsRole Scope & Key Accomplishments:•Harnessed data insights gathered using SQL to determine the most effective channel for connecting with specific customer groups and crafted communications that included a clear call to action.• Mapped the customer journey for credit card fees and identified opportunities to enhance customer experience through improved transparency and simplicity.• Collaborated with a cross-functional team to understand company processes and planned the execution strategy for a $2 million-dollar relief program affecting 12,000 customers annually• Generated key conclusions supported by graphical analysis to succinctly tell the story in the data while focusing on main takeaways and customer impacts

B2B Marketing - Digital Marketing - Lead Generation - SEO/SEMRole Scope & Key Accomplishments:• Optimized internal website search results by creating a simpler, more user-friendly experience for 20,000 monthly visitors to increase utilization of self-serve digital tools and reduce call center volumes• Analyzed FedEx responses to requests for proposal (RFPs) to better understand customer needs and presented recommendations for growing top-line business to sales and marketing senior leadership • Collaborated with digital agencies to monitor search engine optimization (SEO) and paid search performance and made modifications to ensure high visibility, especially for searches that align with strategic priorities• Engaged with product owners to optimize product web pages to ensure accurate information and consistent branding as well as the addition of a web form to generate sales qualified leads• Planned and executed the inaugural FedEx Beyond event for small and medium business (SME) segment to add value and inspire loyalty

Healthcare - Customer Experience - KPIs and Reporting - Hospital AdministrationRole Scope & Key Accomplishments:• Developed KPIs and enabled data capture for the Family Spaces (respite areas throughout the hospital) which enabled the quantification of visitor experience and measured the delivery of key therapeutic competencies.• Introduced a novel experience survey, designed to measure alignment with strategic priorities, to illustrate the importance of the Family Spaces, support current spending, and advocate for future funding.• Pioneered an innovative digital sign-in process for the Family Spaces which enabled staff to effectively sign in over 22,000 annual visitors, streamlined data collection, reduced resource waste, and empowered staff to spend more time with patients and families while avoiding additional staffing costs.• Led strategic development and design of materials for Mental Health Week which involved the creation of a compelling theme, backed by data insights, to narrate the story of mental health services at SickKids.

Process Management - Administration - Student Experience - Relationship ManagementRole Scope & Key Accomplishments:• Oversaw registration process for over 100 student clubs to create complete and accurate files followed by timely distribution to stakeholders which enabled clubs to access resources necessary for club functions• Chaired bi-annual Clubs General Meeting and orchestrated this multi-speaker event to educate club executives about club practises as a way to limit application errors• Coached new club executives through goals, purpose and policy to facilitate creation of 20 new clubs over two academic terms

Growth Marketing - B Corp - Multi-Channel Promotion - Social Media Marketing - Volunteer ManagementRole Scope and Key Accomplishments:• Developed a robust marketing strategy which included multi-channel promotion and resulted in a 58.3% increase in textbook donations over a two-year time period.• Introduced and managed marketing campaigns focused on targeting specific consumer groups which led to incorporation of these proven campaigns into yearly tactical plan.• Analyzed textbook drop box performance and advocated for improved placement including the introduction of a drop box in the university centre which consistently outperformed other locations by 40%.