• Developed and implemented multi touchpoint Voice of the Customer survey program- Tracked customer satisfaction and loyalty metrics across all stages of the lifecycle. Developed automated reporting and dashboards for leadership. - Led a cross functional implementation team of research, IT, and third-party employees• Lead quantitative researcher on many projects, including new customer onboarding experience, customer service contact experience, lifetime value analytics and customer renewal experience• Worked with Qualtrics employees to develop and deploy customer awareness and brand tracking survey- Synthesized results for multiple deployments, reported and presented findings to leadership at both the state and DMA level• Identified key demographic trends and data in potential states for Root expansion- Contributed to expansion in Wisconsin and Washington State, with multiple others in progress• Collaborated on a cross functional team of qualitative researchers, product designers, and IT to develop coverages and experiences for rideshare and 1099 drivers• Assisted in survey design for multiple projects, including awareness of NASCAR sponsorship, exploration of customer sentiment on credit score, and customer perceptions of test drive

• Team lead at Abercrombie and Fitch home office to provide insights and analytics across the business units for United States and International • Communicate and present findings and conclusions to a cross functional business team• Conduct both scheduled and ad hoc analyses to aid business in strategic direction and marketing effectiveness

• Played a key role in relaunching Big Lots loyalty program in 2017- Led a cross functional team of store operations, IT, human resources, training, Finance to redesign the program- Worked with IT on core value proposition of the new program Clarified value proposition from a complex, difficult to understand one to an easier, customer facing one. Every 3 purchases equals a reward offer. Identified an additional opportunity with Big Lots indoor and outdoor furniture customers, a “Furniture Bonus”, that scales with the more indoor or outdoor furniture that is purchased.  Furniture bonus has led to a nearly 20% increase in furniture purchases by loyalty customers year over year Worked with IT to capture birth date at point of sale for a birthday offer, since start of program, more than 3 million customers have provided birthdate - Worked with training and human resources to develop training materials for field associated explaining new program- Worked with store operations to ensure compliance with all facets of new program• Responsible for drastic increases in several key KPIs of Big Lots loyalty program- 12 month purchase active customers has increased 15% year over year, and has increased by more than 3.5 million since September 2016- Total loyalty transactions have increased by 25% year over year, and total loyalty spend has increased 31% year over year- Signups for Big Lots loyalty program have increased 38% year over year, and more than 50% since September 2016• Responsible for reporting on all aspects of loyalty program, including furniture bonus, birthday, onboarding, and core rewards campaigns- Developed standard templates for ease of reporting on all campaigns in SQL • Manage reporting on email campaigns for send, open, click data, as well as at a product and sku level. Analyze test versus control in APT for lift analysis to determine incremental sales.- Sales volume from emails is up sharply year over year, on average 40% per week

• Work extensively with the merchant team for reporting in the APT platform. These reports include attachment reporting, basket reporting, units per transaction calculations, as well as store and region-specific reporting for customer analytics. • Frequent collaborator with Social Media team on many projects- Worked with Facebook to establish a daily upload of loyalty sales and transaction data for analysis and productivity reporting in the platform. - Was recognized by Facebook as one of the first retailers to use this functionality. - Worked with team to establish an API for customers who join loyalty program via sweepstakes. Before this was a manual process that could take weeks, now is a seamless customer experience, and the onboarding process starts in real time after a customer joins the loyalty program Set up weekly reporting to track customer value for these sweepstakes customers, and customers have spent more than $200K in just over 2 months, since launch- In a beta program with Pinterest to upload sales data for offline attribution, and audience selection and segmentation• Extensive knowledge of the Salesforce Marketing Cloud, including Audience Builder, Automation Studio, and Query Builder• Work with customer care and asset protection teams to address customer issues with loyalty program, or with potential customer fraud

•Responsible for analysis, reporting, strategy guidance, and presenting results to senior management for magazine renewal program of over 800 thousand subscriptions annually, totaling more than $9 million in gross sales year to date in 2013•Total subscriptions increased 9% year to date in 2013 from 2012 •Responsible for list strategy , selection, segmentation and list pulls for customer acquisition campaigns across a variety of media including direct mail, telemarketing, and email •Email sales increased 25% year to date in 2013 from 2012 •Email sales increased 13% in 2012 from 2011•Manage day to day operations of the list rental business including segmentation, list pulls, file delivery, file encryption process and vendor relationships•Total repeat usage of the Highlights list increased 20% year to date in 2013 •Number of new companies using the Highlights list increased 15% in 2012 •Gross sales increased 18% in 2011 •Manage analysis reports to assist the marketing and operations departments with inventory control, total merchandise sales, and the overall performance of telemarketing vendors •Completed profit and loss statements on various list rental campaigns , reviewed test results, and made recommendations for future list tests •Manage and QC a database of over 25 million households •Assist customer service department with customer inquiries including purchase history and promotion history lookups•Leadership role in ongoing database outsourcing conversion project in the campaign management team•Drafted campaign process documents for email, list rental and direct mail in the new system•Designed test cases to ensure the internal Highlights system and the external vendor systems are accurate in their records•Responsible for QC of campaign processes, file pulls and layouts, data hygiene, and data quality•Actively training associates in the new campaign process with the campaign tool, Neolane

•Managed a team of fifteen to twenty employees•Managed day to day operations of the store, including ordering product, relationships with vendors, scheduling, and general store maintenance•Increased front end sales by 4% in 2006, 5% in 2007•Front end sales were up 2% in 2005•Increased customer satisfaction level 4% in 2006, 5% in 2007•Decreased shrink by nearly 1% in 2006•Scored in ninetieth percentile companywide in Employee Satisfaction Survey in 2007