Customer Acquisition, Satisfaction & Retention
I’ve had the amazing experience to lead and collaborate on customer acquisition, satisfaction, and retention at companies from Fortune 100 to start up size and all areas in between. Strong leader with years of experience in leading large, multidisciplinary digital teams. My teams have a proven track record of building successful CRM & loyalty programs that increase retention and lifetime value. The ability to surprise and delight – to understand & target to deliver that extra bit of magic that the customer may not even realize they wanted or needed. That’s incredibly rewarding, and creates consumers that turn into fans & evangelists for your products and brand.
I’ve been lucky to immerse myself in extensive knowledge of online Marketing, CRM programs, and social media strategy. I’ve led teams with multiple discipline representation-including product management/strategy, technology, design, SEO, and business analysis. I’ve led cross-function collaboration with Marketing, Product, and C-Levels to plan & launch customer satisfaction & advocacy programs using platforms including social media, paid & free advertising, forums & blogs, sweepstakes, and more. This includes the building of business requirements for technical teams to create more impactful messaging. Extensive experience with launching & managing Net Promoter Score (NPS) initiatives, including critical analysis of segmentation, trends, influences, and forecasting. Experienced with CRM systems,ERP & ESP Platforms, Omniture, Google Analytics, 3rd party PUSH platforms, Adobe Analytics, Social media analytics & social listening tools, as well as running programs & data for A/B tests, segment focused marketing, and more. I thrive on the goal of driving brand strategy across key consumer touch points (e.g. licensing, content, digital, brand advertising, key marketing activations).
I’m also a data nerd, who loves using data to not only tell a story, but to drive product and performance improvements. For me, it’s fun to leverage data to develop new messaging strategies, while continually optimizing campaign performance. I’m a firm believer in using data to not only show ‘real time’ analytics, but to track performance, identify gaps & opportunities, and forecast for future successes. Smartly understanding your customers, your business, and your historical trends can be a tremendous asset to get ahead and implement strategy and changes needed for the future. I aim to steer the development of a customer-centric approach across the organization, including evangelizing, cheer-leading, challenging, influencing, mentoring and developing customer focused skills, tools, culture, frameworks and approaches throughout the company. I have a depth of experience in the global marketplace, including the diverse EMEA and APAC markets.
Experienced with SaaS, hardware, software, gaming (mobile, console, online,DRM platforms), Internet of Things, retail, digital publishing, and more. For products in development as well as live, I’m experienced in driving product marketing strategy, tactics & execution, working across functions (product development, product management, brand management, channel management, PR, social, community, player network, and user acquisition). I thrive on leading teams that can transform any brand from a transactional to a retention model; grow usage & long term value among current customers; and build capabilities from ground-up. This includes setting direction & driving execution; creating membership programs & marketing partnerships; driving CRM & segmentation; guiding campaigns; and shaping branding that drives engagement & emotional connection.
At Highfive Technologies, I collaborated to develop & implement customer-oriented strategies that drove success across key metrics with results of: 7% growth in NPS and 11% growth in retention.
- Omni-channel CRM programs
- Net Promoter Score
- SEO Optimization
- Customer Satisfaction Strategy
- Customer Advocacy
- Acquisition Strategy
- User Acquisition
- Database Driven Push & Email Programs
- Marketing & Strategy Calendars
- Marketing Analytics
- Consumer Segmentation
- Cross Platform Retention Strategy
- Campaign Management & Marketing Automation (tools, work flows, A/B testing, profiling, segmentation, personalization, triggered events, customer journey, quantitative test designs, and activation to drive retention KPIs)
- User Segmentation & Scoring
- End-to-End Journey & Lifecycle Campaigns
- Loyalty & Incentive Programs
- Rewards Programs
- Creative Briefs
- E Commerce
- Vendor Management
- Sweepstakes & Contests
- App Store Reviews & Ratings
- Reporting Automation
- Business Intelligence
- 3rd Party Push Platforms
- ESP Platforms
- Marketing Databases
- Adobe Analytics
- Mail Chimp
- Radian 6