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 metrics.* Highlight new Aprimo features benefit customers.* Conduct solution design review.

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.• Thought Leaders on Marketing Operations product.

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. Review functional specifications to ensure requirements are met.• 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 year).• Follow Six Sigma DMAIC, Lean and Enterprise Change Management Systems in the development of technology initiative projects. Projects include Premium Management, Digital Asset Security Rights, Vendor Sync, Invoice Metrics and Sarbanes-Oxley compliance, year-end requirements and version migration.• Production Support level 3 support for MRM platform (Aprimo).

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 the communications strategy for the My Bank of America online account aggregation roll-out including online and offline communication elements. Resulted in exceeding the goal of 85,000 new customers by year-end 2001.• Participated in many multi-functional teams including conversion communications, activity management system (Aprimo), automatic payment and revenue generation. • Facilitated brainstorming sessions to assist teammates with their projects. Presented product reviews and training sessions to the Consumer Communications team.

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 $750,000, outstanding loan balances by $5,000,000 and deposit growth by $10,000,000.• 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 quality and direct marketing.• 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.