Susan Gwynn Email & Phone Number

Charlotte, North Carolina Area

Provide optimization services to Concierge Service customers to ensure a successful roadmap utilizing the Aprimo suite of products.* Create and steward a roadmap for using Aprimo application, user satisfaction and other activities.* Establish and measure success and adoption of KPIs.* Outreach to end users of the application.* Maintain scorecard of.

Charlotte, NC

• Provide high-touch client Concierge Service for Marketing organizations utilizing the Aprimo Platform.
• Provide a first line of contact for questions and requests concerning marketing operations, application administration, application management and campaign execution requests.
• Develop implementation and deployment strategies for any new application functionality, customizations, and product releases.
• Subject matter expert of the plan and spend aspects of the platform and best practices.
• Manage client's day to day client inquiries.
• Present best practice solutions to drive application satisfaction.

• Perform as a subject matter expert for a Marketing automation MRM platform. Consult with marketing business partners to improve efficiency with Marketing operations.
• Marketing automation lead for initiative projects utilizing the Aprimo platform. Consult with marketing teams concerns critical to quality needs. Review business requirements and recommend an automation solution..
• Advise marketing teams on how MRM platform may be used to track marketing programs, financials, data integrity, workflow, metrics, cycle times, compliance, toll gating and budgeting.
• Consult with Marketing Finance team on strategic planning and budgeting to improve efficiency and year over year processes.
• Design and build workflows to enable processes for marketers to follow best practices and to ensure compliance for marketing audits.
• Deveop training strategy for marketing teams using Aprimo. Includes outlining content, writing reference manuals (based on client process), creating quick guides, logistics and delivery (average 300 training hours per.

• Directed a variety of marketing campaigns including merchandising (POS), mass media, collateral and direct mail of bank products and services.
• Administered activities for mortgage and home equity mass media campaigns including television, print, radio and out-of-home.
• Piloted communications for innovative test point-of-sale project – Mortgage Center. Results show a 3.8 incremental lift per banking center per month with the fixture. National rollout of over 2,000 fixtures.
• Led the development of multiple primary point-of-sale campaigns for home equity and mortgage to 4,500 banking centers.
• Supervised direct mail campaigns for consumer real estate including home equity acquisition campaigns of more than 1.5 million pieces per campaign.
• Increased home equity outstanding balances by several million dollars with retention and activation direct mail programs.

• Managed client direct marketing programs, including developing strategies, direct mail campaigns, segmentation and analysis. Researched industries utilizing reference sources, internet and industry journals.
• Managed direct response campaigns for clients including strategy development, target markets, and execution of production. Partnered with clients to develop solutions to marketing needs utilizing direct marketing.
• Completed Market Analysis for bank clients with in-store facilities targeting segments with alternative delivery channel propensity. Developed a marketing program to create branch awareness and acquisition.
• Researched a variety of industries to assist in overall corporate strategy for business development.

• Coordinated the direct marketing plan, including the components of MCIF, direct mail and outbound telemarketing for $1.8 Billion regional bank.
• Executed direct mail programs including scheduling, communication, legal, creative, production, mailing and budgeting leading to organizational process management and control. Resulted in increased interest income by.
• Segmented customer base using a variety of schemes based on demographics, product usage and geography to increase and maximize response rates.
• Wrote copy detailing features and benefits of products and services for the OnLine Banking internet site.
• Developed outbound telemarketing campaigns for deposit and loan products including scripts, overcoming objection exercises and training.

• Implemented new policy and operational changes involving deposit products or services and compliance issues. Assisted branch personnel with operations and management issues.
• Implemented a variety of checking programs, variable rate time deposit, overdraft protection, overdraft line of credit and small business programs.
• Developed and conducted training sessions for retail operations, new accounts, teller operations and compliance.
• Facilitated sales and service quality sessions to increase sales and service quality.

• Responsible for the performance of the retail operations staff. Accountable for the savings and checking functions of the bank. Assisted in bank marketing activities including product development, training, service.
• Led program that set objective, measurable annual goals to be monitored and measured on a monthly basis.
• Prepared budgets for direct marketing, checking and savings departments and assisted with Retail division budget.
• Coordinated ongoing service quality measurement to increase customer satisfaction by as much as 15%.
• Implemented cross sell management program that increased cross sales 56%.
• Conducted sales management training program tied to service quality and customer perception.