In my current role, I manage ongoing Starbucks Rewards partnerships including partnership ideation, creation, and launch as well as ongoing partnership strategy.Part of this role includes the ongoing strategy around our financial partnerships as well as ideation and testing around what's next for Loyalty Partnerships.Over the past two years, I also led the strategy and marketing leading up to and including the sunset of the Chase Starbucks Rewards Visa co-brand credit card and led multiple other major cross-functional projects.

Managed loyalty strategy in relationships with all delivery partners (including Uber, DoorDash,Instacart)Led launches of integrated loyalty linking for Uber and DoorDash, enabling Albertsons customers to linktheir Albertsons loyalty account and earn points with both Uber and DoorDash. Built out business case and launched workstreams focused on seamless loyalty account registration directly through third party partner appsWorked closely with product and relationship leads at all delivery partners to drive loyalty-focusedcommunications, promotions, and product enhancementsLed multiple research projects focused on mapping out the future of loyalty at AlbertsonsAdditional projects included: established a Voice of the Customer program focused on the third-partydelivery customer; identified and executed initiatives that increased the number of reachable loyaltycustomers as well as the engagement frequency of those customers; developed, piloted, and launched loyalty pricing and promotion initiatives; drove better understanding of and action related to third-party customer NPS; led the strategy around the launch of enhancements such as API account validation and in-app account registration

As Business Manager for the Worldwide IoT Partner Ecosystem Team, I helped the team tell a clear and compelling story, advocated for and ensured we efficiently utilized resources, built strong cross-organization and cross-industry relationships, and clearly defined what we did and how we got there.In addition to my Business Manager hat, I acted as a Chief of Staff to the team’s VP/GM as the business underwent a massive transformation from incubation to mainstream.

Performed business management, sales enablement, and Chief of Staff functions for two different sales teams in the Microsoft IoT sales organization- Managed monthly ROB (rhythm of the business) and MBR (monthly business review) reporting processes and ensured leadership was prepared to present and engage- Advised leadership on sales trends, growth opportunities, and expectation-setting using sales data and industry insights

- Led cross-functional Voice of the Customer (VoC) team tasked with understanding how COVID-19 impacted customer behavior and sentiment including booking and purchase behavior and willingness to travel - Responsible for identifying, tracking, reporting, and creating and executing research initiatives around Voice of the Customer pain points, trends, opportunities, and potential business drivers - Designed and implemented organization-wide customer feedback management capabilities - Responsible for defining and executing against Holland America Line and Seabourn’s research agendas, socializing findings, and ensuring that research results lead to action- Tracked, reported, and drove change using competitive intelligence, customer data, and industry trends with a strong focus on loyalty programs, customer retention, and increasing average per diem customer spend- Managed rollout of web-based feedback through Medallia. Identified procedural bottlenecks and designed a new workflow process that automated the feedback collection and assignment process, eliminating more than four hours of work per week for contact center management. Identified process improvements that allowed contact center teams to bring response time down from three weeks to 24 hours- Implemented key reporting initiatives designed to track competitive behavior, guest and travel agent satisfaction, call center response time, NPS drivers, and brand loyalty using tools including SharePoint, Confluence, Slack, Medallia, Clarabridge, Excel, and Tableau

This role gave me a big picture view of the company while allowing me to dig into more product-focused initiatives. I continued to maintain the strategic, organization-wide focus as well as competitive and trend reporting that accompanied my previous role but added marketing strategy, loyalty program audit and re-design, customer journey mapping, financial, and guest insights responsibilities.- Aligned multiple teams on a strategy to increase the number of guests booking air through Holland America Line’s Flight Ease service, contributing to significant revenue growth in 2018- Managed cross-functional marketing projects for the launch of Holland America Line’s Navigator iOS and Android mobile apps, co-branded credit card, gift card program, flight sales tool, EXC In-Depth product, and the marketing and strategy surrounding a ship’s farewell season- Worked closely with executive leadership to create, launch, and manage a Brand Council which serves as a forum for strategic decision-making, replacing a traditionally siloed process- Led a cross-brand competitive intelligence initiative that resulted in both Holland America Line and a sister brand collaborating more frequently and tracking and acting on competitive behavior- Leveraging customer, financial, and competitive insights, galvanized leadership around updated approach to loyalty with a focus on reducing low quality spend, measuring program take and ROI, improving customer experience, and identifying and rewarding high-potential guests- Roadmapped the booked guest experience across the cruise industry and identified strategies to improve the post-booking, pre-cruise experience, improve guest satisfaction and generate incremental revenue- Led Qualtrics research projects including potential product ideas, new itineraries, loyalty program strategy, booking drivers, and post-cruise product sentiment

In this role, I reported directly to the President of Holland America Line and worked alongside his executive leadership team. My mission was to use guest data, research, and new ideas to drive executive leadership to think differently as well as lead projects sponsored by the President.Led projects in marketing, sales, guest experience, revenue management, onboard revenue, strategy, entertainment and enrichment, finance, and human resources. - Managed the design, development, and fleet-wide rollout of Explorations Central (EXC) Onboard - Managed the development and continuous monitoring and improvement of the EXC In-Depth Voyages program from inception to implementation- Led research-driven projects with executive leadership that resulted in: <>Development and implementation of a Concierge-style upgrade offering <> A revitalized, expedition-style experience designed around the fleet’s oldest ship (EXC In-Depth) <> Creation of an “Affinity and Diversity Group Sales Manager” role <> Relaunch of guest facing online store for branded and experience-focused merchandise- Created and served as a mentor for the Holland America Young Professionals Group- Served as Chair of the annual United Way Employee Giving Campaign which raised over $100k

- Utilizing customer and market data, developed a standardized method of identifying optimal cities in which to launch

- Performed thorough competitive and trend analyses and documented findings in a report presented to executive leadership which led to menu redesign, changes to the in-store customer experience, and a search for delivery, ordering, and loyalty program providers for Evolution Fresh- Coordinated the initial search for third-party providers and presented recommendations on which partnerships to pursue

- Worked directly with sales representatives and customers to develop relevant marketing collateral and communication kits to support the North American launch of the Ingenia 1.5T S line of MRI systems

- Conducted research on successful fast-casual concepts and the overall industry; summarized findings and recommendations in a document presented to the board- Recommended a business development strategy adapted by executive leadership

- Conducted market sizing, competitor, and market landscape analysis for a cell-based diagnostic allergy test

- Analyzed loyalty card and targeted advertising campaign data; recommended loyalty and advertising strategies- Conducted transaction analysis and brand and experience audit

- Created reporting and marketing communications for financial institutions clients- Overhauled processes for creating monthly commentaries by working across multiple groups to deliver a product that exceeded our clients’ expectations

- Created a positive environment by providing clear, timely, and respectful coaching and feedback to partners- Managed day-to-day store operations including openings and closings, staffing, preparing deposits, analyzing sales reports, placing orders, and managing shifts

- Responsible for creating an outstanding customer experience by fielding requests for mutual fund account information, maintenance, transactions, fund performance, as well as requests for various other procedural instructions.- Served as primary resource to handle difficult and advanced call situations because of advanced communication skills, excellent soft skills and ability to quickly problem solve and improvise.- Served as College Relations and Recruiting Liaison for the Service Center.- Led data mining project that examined the Service Center’s QC process.- Consistently met or exceeded Service Center’s monthly “average call quality” standards.

- Created and conducted phone interviews and compiled and edited interview content for "Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System"- Assisted in developing modules for a curriculum for small business owners to create unique experiences behind their brands to inspire customer loyalty with an emphasis on serving the customer's needs.- Created a day-long workshop to teach business owners in a commoditized field to set themselves apart by their customer experience

- Served as primary contact for customers contacting J&J Snack Foods via phone, email or letter.- Encouraged brand loyalty by organizing mailings and email blasts.- Developed and added product descriptions for Foodservice website.- Worked directly with regional sales representatives to coordinate mailings and provide accurate and prompt information regarding all of J&J Snack Foods’ products.