As the Global CRM Communications and Lifecycle Manager, I lead the charge in transforming customer engagement through innovative communication strategies. By integrating advanced segmentation, targeted messaging, and creative design, I’ve successfully enhanced customer satisfaction and interaction. My focus on A/B testing and KPI analysis ensures that our strategies are data-driven and continuously optimized.I developed a comprehensive lifecycle communication plan that not only streamlines the customer journey but also maximizes multiple revenue streams, resulting in seamless sales and service experiences. My initiatives include designing and executing a robust monthly sales growth marketing email strategy, which has significantly improved customer interactions and retention rates.A key achievement has been the implementation of our first segmentation strategy, enabling us to effectively map customer progression through the sales funnel. This has informed our targeted marketing efforts and resulted in exceptional outcomes, such as achieving 176% of the industry benchmark email open rate.I’m proud to contribute to a remarkable 91% increase in vehicle sales in Q3 2024 compared to the same period in 2023, driven by strategic marketing initiatives and enhanced customer engagement efforts. Collaborating with cross-functional teams, I’ve also developed operational frameworks and standard operating procedures that significantly enhance the overall customer experience throughout the sales process.

In my role as Aftersales Customer Lifecycle Communications Manager, I drove customer-centric, data-driven journeys across multiple channels—mail, email, SMS, and social media. My efforts contributed to achieving an impressive 16.5 million dealership service visits in 2022. I lead and coach a dedicated internal team of three, while also collaborating with external business partners, including creative and IT agencies, to elevate our communications strategy.I have optimized both short-term and long-term personalization strategies, resulting in a remarkable 25% growth in revenue from dealership service visits in 2022. By transforming our aftersales CRM communications through the implementation of a cutting-edge technology stack, including a Customer Data Platform and Salesforce Marketing Cloud, I have enhanced our outreach capabilities.Collaborating closely with our Data Science team, I helped conceptualize and refine machine learning predictive models for next best actions, leading to an incremental 2.5% improvement in marketing response rates. Additionally, I aligned cross-functionally with the connected vehicle organization to leverage over-the-air vehicle data, which contributed to a 10% increase in customer retention through targeted communications.I have also led vendor evaluations for systems and tools that support service functions, enhancing operational capabilities and boosting customer satisfaction. Managing a $20 million budget, I strategically allocate resources to maximize return on investment and ensure impactful results.Recognized as a top performer, I was selected as one of only ten participants in a fully funded eMBA degree program, further enhancing my leadership and strategic skills in the industry.

Regional lead for all dealership service marketing in the Southeast region FCA dealerships through new omni channel B2C campaigns.

Responsible for a top 3 volume parts sales area in the nation, generating over $4,500,000 in revenue each month

Managed B2B parts sales to dealerships and lead dealers to support growth in their service and parts B2C business.