Resume

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SPECIALITIES
  • Customer loyalty, growth and retention • Omni-channel digital customer experience •  Web/in-store conversion & engagement •  Customer analytics and process re-engineering •  Marketing Technology • Marketing Automation • Special focus on cloud-based platform/system integration to maximize and synergize solutions • B2C & B2B in the areas of telecom, QSR / food & restaurant, retail, & software • Call center
WORK EXPERIENCE
Senior Director of Consumer Marketing @ Healthgrades

2019 – Present

Responsible for strategy and tactical execution of the consumer marketing department across all onsite and offsite channels, including brand awareness, traffic, acquisition, segmentation & engagement.

  • Empower marketable users to be loyalists & ambassadors for the Healthgrades brand
  • Collaborate with product, content and data science teams to outline, deliver and measure effectiveness on strategic direction
  • Lead consumer focused campaigns/projects that empower users to make the right healthcare decisions

Major Accomplishment: Tripled consumer content traffic & engagement, Doubled revenue contribution by targeted segmentation Stats: +200% YoY revenue contribution via sponsorship & ad revenue, +300% YoY CRM user engagement to content areas

Director of Marketing Technology @ Healthgrades

2017 – 2019

Responsible for all marketing related technology and leading a team that provides strategy, technology design, implementation, operations and support for the Marketing function. This position will collaborate with the product team and marketing team in implementing and supporting marketing systems.

  • Partner with all aspects of the business (data scientists, engineers, marketing and product) in order to promote and drive awareness and engagement to all Healthgrades properties
  • Own the tech stack for understanding, attracting, engaging and retaining consumers — turning one-time users into loyalists
  • Empower users to make the right healthcare decisions

Major Accomplishment: Increased CRM user engagement x18 with focused segmentation. Drove full migration to Oracle Eloqua. Stats: x18YoY database engagement

Shane Co.Director of eCommerce @ Shane Co.

2011 – 2017

Responsible for driving sales & ensuring customer service, as well as growth & retention via electronic channels/website and the call center. Additionally, responsible for planning/executing deliverables, operations support, maximizing site results, supporting channel & vendor relationships and managing staff.
  • Key member of Omni-Channel team – integrate web with in-store experience
  • Develop and own customer relationship management strategy and campaign management
  • Define key technologies and solutions to enhance customer experience and productivity for online, call center, in-store and internally
  • Select, negotiate and manage all cloud-based web technology partners/vendors. Responsible for insuring solutions are driving revenue/efficiencies
  • Key stake holder in customer 360/database marketing – develop process/reporting, analyze, recommend, execute loyalty campaigns
  • Lead, mentor and grow the eCommerce team focusing on training and development with a supporting role in the IT Development group
  • Measure, monitor, and report on call center performance

Major Accomplishment: Built from scratch ecom/digital team. Bridged the gap between marketing & IT in order to increase online conversion by 50%. Implemented countless light-weight / cloud-based solutions to enhance the online experience, resulting in double digit sales growth. Stats: +18% YoY revenue growth, +20% YoY loyalty DB growth, 23 member team, 13 technology partners/vendors

Net-ResultsDirector of Partner & Customer Experience @ Net-Results

2010 – 2011

  • Manage support and consulting teams
  • Oversee new/existing client & partner on-boarding, training and on-going questions for the Net-Results Marketing Automation product
  • Consult clients on best practices on marketing automation (including triggered nurture campaigns, visitor tracking, and CRM integration)
  • Identify and execute the development of support deliverables including wiki, videos, collateral, presentations, events and webinars
  • Monitor system performance and client needs; make recommendations on new features

Major Accomplishment: Rebuilt onboarding process to reduce training, as well as implement templatized programs for clients. Stats: 400+ clients (B2B & B2C), 20M+ email sends monthly

Access Marketing CompanyAccount Director @ Access Marketing Company

2009 – 2010

  • Devised and implemented a broad range of new marketing and promotional initiatives, focusing on “Business to Consumer” messaging.
    • Email : driving campaign strategy, messaging, development, creative, tracking/testing behavior
    • Loyalty : driving one-to-one messaging to establish brand infinity and frequency
    • SEM/SEO
    • Display Advertising
    • Mobile: recommend and implement SMS, On-Deck/Off-Deck advertising, ring-tone, and WAP services
    • Podcasting: create training/content rich media to encourage consumer interest and re-visit.
    • Video / Demo: Responsible for story boarding, script writing, and producing final products for training, demonstrations, and/or advertising
    • Social Media
    • Customer Forums / BLOGS: Help to create knowledge base applications or BLOGs to promote one-on-one communication with consumers.
QuiznosDirector of Internet Marketing @ Quiznos

2005 – 2009

  • Define & implement the overall internet strategy for quiznos.com, deliverybyquiznos.com & sister properties
  • Create, implement, & track search efforts including paid search and natural search optimization
  • Identify, implement, & track metrics for online advertising, loyalty, email marketing programs
  • Define & implement all emarketing programs (including mobile, gaming, and other emerging technologies

Major Accomplishment: Quadrupling loyalty database to 2M+ users. Created personalized local franchise loyalty program for franchise owners. Stats: 1.5M+ monthly uniques, 2M+ loyalty DB

CenturyLink, Qwest, US WestExec Web Producer (Qwest.com/Intranet) @ Qwest (now Century Link)

2001 – 2005

  • Managed a team of web designers and developers
  • Project managed web projects on qwest.com and the intranet
  • Assisted in developing intake & workflow for project
  • Acted as front door/pre-sales for internal clients, primary point of contact for IT and product
  • Conducted usability testing (A/B & Multivariate Testing)

Major Accomplishment: Lead A/B testing programs that assisted in doubled revenue three years in a row on Qwest.com.

CenturyLink, Qwest, US WestWeb Developer / Marketing Manager @ Qwest (now Century Link)

1997 – 2001

  • Worked in Public Relations, Information Technologies and Human Resources on USWest.com / Qwest.com and intranet platforms.
EDUCATION
University of KansasUniversity of Kansas – B.S. in Journalism / Broadcast News Sequence

1997