William Gagnon Email & Phone Number

Douglas, Ma, Us

Boston, Ma, Us

Charged with creating and implementing a multi-year, multi-channel enterprise-wide digital transformation strategy across all healthcare service areas, aligning goals and KPIs with global execution model. I lead high-performing teams in website strategy and development, production and optimization, search, CRM management, lead generation and referral initiatives, and online reputation management. I facilitate data-driven strategy, planning and decision making through customer insights, KPI analytics and reporting, and utilize Lean, Six Sigma methods to bolster marketing operations and business processes while optimizing people and initiatives. Manage and develop 12 direct reports and oversees 10 employees in global locations. Highlights include:• Creating a digital center of excellence and an expert team to develop and implement enterprise strategy, contributing to ranking as #1 pediatric hospital in US News and World Report for 8 consecutive years. • Optimizing end-to-end patient experiences through digital health technology including award-winning chat concierge, customizable content, and a multichannel marketing and engagement approach. • Pioneering a healthcare reputation management strategy for clinical, departmental and location-based profiles, leading to $50M+ in revenue from Google MyBusiness, Healthgrades, Doximity and Vitals. • Integrating online appointment scheduling and CRM system to improve patient self-scheduling processes, reducing cancellations and no-shows while increasing appointment revenue by over $20M and patient retention by 10%.

Bloomfield, Ct, Us

I developed and delivered global digital marketing and cohesive brand strategy to support business growth in 27 countries and for products including ex-Pat, term life, supplemental and end of life insurance. I championed a digital vision across the enterprise, building consensus among executive leadership and gaining employee buy-in to improve brand loyalty and enhance prospect and customer communications. Created and directed plans for in-country product launches including branding, marketing and CRM, and provided a personalized experience to increase customers and drive sales. Managed, developed and coached a team of 25 across distributed locations.Achievements included: • Successfully generating $1B in incremental revenue by: - Developing a robust, scalable framework of platforms, providers and processes to attract, acquire, service and retain customers. - Implementing digital engagement strategy and increasing conversions from mobile, social and online channels by 30%. - Establishing in-country marketing teams and agency relationships to drive prospects through digital advertising, DRTV commercials, affiliate programs and partner alliance channels. - Building centralized marketing programs with paid search, email marketing, affiliate and aggregator programs to drive sales and improve customer experiences.• Creating a partnership portal to enable streamlined co-branded alliances with businesses with a similar customer base, encouraging product promotion and improving business development successes by 50% without increasing headcount.• Being selected as a key team member in guiding, influencing and directing development of Healthcare.gov and product offerings during the Obama administration.

Boca Raton, Florida, Us

Spearheaded organization’s digital transformation to drive $150M in annual sales, build omnichannel marketing initiatives and leverage new technologies including salvage tools and re-marketing, geo-targeted SEM and mobile apps. I directed and coached a team of 7 web developers, producers, UX designers and digital marketers.Achievements included:• Successful e-Commerce strategy and website redesign drove increased sales, leading to $10M in incremental revenue and delivering 45% in volume within first year. • Developing an online portal and workflow tools to enable sales self-service, streamlining order fulfillment and back-end operations while eliminating manual processes.• Expanding digital marketing initiatives and growing affiliate program to 3K partners, improving brand awareness and engagement via social media and OOH campaigns, search, sweepstakes and referrals.

Boston, Ma, Us

Led development and execution of global marketing strategy across 53 distributed financial service locations contributing to revenue of over $10B. I drove strategic planning for marketing campaigns, sales forecasting, natural and paid search, affiliate programs and partner advertising, direct and email marketing and promotions. Implemented best practices for content optimization, digitized engagement capabilities and integrated DRTV ads with digital participation, and established a centralized Digital Marketing Center of Excellence to guide, support and deploy initiatives based on regions’ needs. I managed and coached a team of 10 web developers, analysts, digital and social marketing managers, with dotted line oversight for 40 in-country employees. Successes included: • Increasing global website traffic by optimizing the search strategy across countries and business regions, attracting 220M unique visitors annually through natural and paid search. • Boosting servicing capabilities to 13M online customers with 158M+ transactions by: - Building an e-Service platform to enhance customer experiences and increase retention. - Integrating universal application and cross-channel messaging, CRM and product cross-sell. • Designing proprietary, digital tools using Lean, Six Sigma to enable Walmart to enhance user experiences and optimize revenue with in-store GE credit card kiosks.• Building and developing second-life virtual online banking and promoting via social media strategy to drive awareness and grow deposits, personal loans and insurance portfolio.

New York, New York, Us

Directed marketing operations for a $1B second mortgage consumer finance division. I built the startup online mortgage business platform, including an in-house web development team and dedicated customer support center. Oversaw the P&L and directed external agency in emerging digital marketing initiatives including SEO, SEM, lead aggregation, affiliate partnerships, direct campaigns and ATM messaging. Promoted a customer-centric focus by implementing online communication and servicing tools to drive engagement and utilization. I managed and coached a team of 7 with dotted line reports in operations, funding and servicing. Successes included:• Launching an industry-first universal application with real-time decision technology, enabling consumers to apply online for multiple finance products with instant approval, raising loan conversions by 65%.• Developing a partnership with Lendingtree.com, creating proprietary FICO credit scoring algorithm and engaging customer experience, resulting in 45% conversion rate in new loans.• Creating a customized B2B platform for mortgage brokers to streamline submission process, doubling size of loan intake and increasing repeat business.

New York City, Us