Experience

FCB/SIX

• Canada
• Advertising Services
• 1 - 100 Employee

• Account Director

  • Mar 2022 - Present

  Toronto, Ontario, Canada Manager of an account team of three direct reports, responsible for guiding the delivery of 1:1 CRM email channel marketing campaigns for Empire Company Limited (Sobeys, et al.), communicating to an audience of 8MM customers of varying segments, with the purpose of driving continued brand engagement through high-value actions such as offer redemptions, promotional participation, in-store shopping frequency, App downloads, and Scene+ card usage. • Oversee all phases for the execution of… Show more Manager of an account team of three direct reports, responsible for guiding the delivery of 1:1 CRM email channel marketing campaigns for Empire Company Limited (Sobeys, et al.), communicating to an audience of 8MM customers of varying segments, with the purpose of driving continued brand engagement through high-value actions such as offer redemptions, promotional participation, in-store shopping frequency, App downloads, and Scene+ card usage. • Oversee all phases for the execution of CRM initiatives of varying scopes, encompassing always-on Journeys, limited-time sponsorship campaigns in partnership with the Toronto Blue Jays and NHL, respectively, and seasonal/holiday campaigns, all from initial brief intake through to strategy, creative, technical development, and deployment • Manage relationships with mid-to-senior level Empire clients, serving as the primary point of contact for day-to-day support, new project requests, and escalations • Lead an account team of three direct reports, responsible for distributing workloads evenly, providing oversight support as needed, and their continued professional development through weekly 1:1 meetings and formal career conversations • Management of account finances, including the development and review of Statements of Work and obtaining client approvals, invoicing, monthly financial tracking, and long-term revenue forecasting Show less



Performance Art

• Advertising Services
• 100 - 200 Employee

• Account Director

  • Oct 2021 - Mar 2022

  Toronto, Ontario, Canada Partnered with internal teams, external vendors, and the client to execute high-profile projects supporting CIBC’s $3B acquisition of Capital One’s customer portfolio, becoming the exclusive credit card partner of Costco Wholesale Canada, with other stewardship duties including day-to-day account administration and management of two direct reports, minimizing turnover by achieving a 0% attrition rate. • Managed a seven month-long project with a $1MM scope for the end-to-end development… Show more Partnered with internal teams, external vendors, and the client to execute high-profile projects supporting CIBC’s $3B acquisition of Capital One’s customer portfolio, becoming the exclusive credit card partner of Costco Wholesale Canada, with other stewardship duties including day-to-day account administration and management of two direct reports, minimizing turnover by achieving a 0% attrition rate. • Managed a seven month-long project with a $1MM scope for the end-to-end development and in-market delivery of 24 distinct CRM campaigns, containing a total of 244 email versions, sent to 2MM new CIBC Mastercard credit cardholding customers migrated over from Capital One to ensure a smooth and comprehensive onboarding process • Worked with the Group Account Director, Senior Project Managers and Director-level CIBC clients to develop annual CRM project roadmaps for planning and line of sight purposes to ensure proper agency staffing levels were in place to accommodate volume of deliverables • Led weekly status and monthly Director meetings with intermediate and senior-level clients, providing project updates, discussing ongoing client-agency relations, identifying areas of opportunity for process enhancements, and improvements to the CRM customer experience • Financial management comprising of monthly revenue forecasting, drafting and internally approving estimates, and monitoring the financial health of projects by reviewing progress against corresponding timelines and SOWs to ensure burn rates were tracking steadily and costs did not exceed approved budgets Show less



FCB/SIX / Performance Art

• Account Supervisor

  • Apr 2019 - Sep 2021

  Toronto, Ontario As part of the Canadian Imperial Bank of Commerce (CIBC) account team, responsible for owning client relationships with CIBC’s Marketing Communications and Campaign Management groups, working in collaboration to manage the day-to-day workflow and execution of email CRM marketing campaigns, primarily for the Personal Banking, Mortgages & Lending, and Capital Markets Lines of Business, sent to target audiences ranging from 1,000 to 3MM customers, generating an average Open Rate of 48% and… Show more As part of the Canadian Imperial Bank of Commerce (CIBC) account team, responsible for owning client relationships with CIBC’s Marketing Communications and Campaign Management groups, working in collaboration to manage the day-to-day workflow and execution of email CRM marketing campaigns, primarily for the Personal Banking, Mortgages & Lending, and Capital Markets Lines of Business, sent to target audiences ranging from 1,000 to 3MM customers, generating an average Open Rate of 48% and Click-through Rate of 2.12%, exceeding CIBC baseline benchmarks. • On average, led the execution of 12+ email campaigns concurrently, ranging from basic to highly dynamic, working cross-functionally with Creative, Tech. and Analytics teams, external partner vendors, and client leads at all stages of project development from brief to in-market delivery and post-campaign reporting • Managed a pilot project of four distinct financial advice-based Personal Banking email campaigns using multiple rounds of A/B content testing to understand which types of content generated higher engagement in terms of Open and Click-through Rates amongst target audiences, applying those learnings to other campaigns to optimize performance • At the onset of the Covid-19 pandemic, executed multiple ad-hoc campaigns requiring rapid turnaround times of five business days or less, sending communications to Personal and Small Business Banking customers to correspond with announcements made by the Federal Government of Canada pertaining to financial assistance and relief programs • Supervised a team of two Account Executives, responsible for project delegation, ensuring flawless delivery of their independently led projects, mentoring through 1:1 meetings, and the presentation of annual performance reviews which included action plans for continued career growth Show less



Epsilon

• Advertising Services
• 700 & Above Employee

• Account Supervisor

  • Apr 2018 - Apr 2019

  Toronto, Ontario Managed mid and senior-level client relationships to drive the direction and execution of the Aftersales CRM Marketing strategy for Nissan and Infiniti Canada, with a focus on on-demand and ad-hoc campaigns delivered through direct mail and email channels, which generated $75 million in incremental parts and service revenue and a collective customer response rate of 13.4% between April 2018 and April 2019. • Acted as a liaison between the Nissan and Infiniti Canada client, internal… Show more Managed mid and senior-level client relationships to drive the direction and execution of the Aftersales CRM Marketing strategy for Nissan and Infiniti Canada, with a focus on on-demand and ad-hoc campaigns delivered through direct mail and email channels, which generated $75 million in incremental parts and service revenue and a collective customer response rate of 13.4% between April 2018 and April 2019. • Acted as a liaison between the Nissan and Infiniti Canada client, internal teams, and external vendors to oversee the delivery of 1:1 multi-channel aftersales marketing campaigns from brief through to deployment • Created the workflow process adopted by Account, Creative, Project Management and Technical teams to use for the development of on-demand marketing campaigns, allowing for new campaigns to be in-market within 60 days following client briefing • Analyzed performance results of CRM campaigns used by Nissan and Infiniti USA, proactively identifying areas of opportunity to leverage and adapt for the Canadian market • Managed one Account Executive, responsible for their onboarding, delegation of work, providing project support, and helping them cultivate strong relationships with internal team members and client leads Show less



tms

• United States
• Business Consulting and Services
• 700 & Above Employee

• Account Executive

  • Apr 2014 - Mar 2018

  Toronto, Ontario Managed the execution of the key components for Nissan and Infiniti Canada’s annual Aftersales Marketing CRM strategy, comprising of on-demand and omni-channel quarterly marketing campaigns, such as the Nissan Keep Summer Rolling Sweepstakes and Infiniti Owner Appreciation Event, which generated a combined incremental parts and service revenue of $150+ million yearly, and had a collective customer response rate of 16.1%. • Wrote briefs for new project requests, outlining the full scope… Show more Managed the execution of the key components for Nissan and Infiniti Canada’s annual Aftersales Marketing CRM strategy, comprising of on-demand and omni-channel quarterly marketing campaigns, such as the Nissan Keep Summer Rolling Sweepstakes and Infiniti Owner Appreciation Event, which generated a combined incremental parts and service revenue of $150+ million yearly, and had a collective customer response rate of 16.1%. • Wrote briefs for new project requests, outlining the full scope of deliverables, creative direction, and timings for direct mail, email, social media, microsite, and point-of-purchase materials • Reviewed creative layouts at each stage of development to ensure communications followed brand guidelines and met all mandatory requirements, while also trafficking to the client to obtain feedback and final approvals • Led weekly client-facing status meetings, providing project updates, notifications of delays and offering solutions to minimize impacts to in-market launch dates, and actioning client-raised issues by working with internal teams to investigate and resolve • Assisted the Account Director with onboarding new team hires, providing a walkthrough of the overall account including processes and procedures, and training on responsibilities related to their individual role

• Dealer Support Advisor

  • Dec 2011 - Mar 2014

  Toronto, Ontario Provided support to 1,200+ Nissan and Infiniti dealerships across the United States enrolled in Aftersales Marketing CRM programs, aiding the majority to achieve an ROI of at least 12:1 and customer retention scores that met, or exceeded, area and regional averages. • Delivered in-depth training and ongoing support to Parts and Service Managers and Regional Fixed Operations Managers of dealerships enrolled in the Nissan One to One and Infiniti Inner Circle Program in terms of overall… Show more Provided support to 1,200+ Nissan and Infiniti dealerships across the United States enrolled in Aftersales Marketing CRM programs, aiding the majority to achieve an ROI of at least 12:1 and customer retention scores that met, or exceeded, area and regional averages. • Delivered in-depth training and ongoing support to Parts and Service Managers and Regional Fixed Operations Managers of dealerships enrolled in the Nissan One to One and Infiniti Inner Circle Program in terms of overall purpose, features and functionality, and best practices • Assisted dealerships with analyzing individual program performance, identifying key areas of opportunity, and recommending strategies to increase customer retention and parts and service revenue through the utilization of on-demand, recall and customer-segmented direct marketing campaigns • Performed outreach initiatives to inform and educate dealerships about upcoming seasonal marketing campaigns (e.g., Nissan Summer Sweepstakes, Infiniti Owner Appreciation Event), resulting in an average enrollment rate of 97%, customer response rate of 14.5%, combined dealership revenue of $108 million, and 40 million pieces of direct mail sent quarterly • Provided technical support by assisting dealerships with basic program inquiries, troubleshooting, and for issues requiring larger investigations by the Operations team, opening tickets and ensuring resolutions were provided within five to seven business days

• Supervisor

  • Apr 2010 - Dec 2011

  Toronto, Ontario Contact centre Supervisor for the Nissan One to One and Infiniti Inner Circle Program, ensuring superior customer service was provided daily via inbound and outbound telephone channels, and contact centre benchmarks were continuously achieved at both individual and team-wide levels. • Managed a team of 15-20 part and full-time Customer Care Agents, responsible for ensuring attendance and contact centre policies were continuously adhered to, and role-specific performance was met in terms… Show more Contact centre Supervisor for the Nissan One to One and Infiniti Inner Circle Program, ensuring superior customer service was provided daily via inbound and outbound telephone channels, and contact centre benchmarks were continuously achieved at both individual and team-wide levels. • Managed a team of 15-20 part and full-time Customer Care Agents, responsible for ensuring attendance and contact centre policies were continuously adhered to, and role-specific performance was met in terms of average calls per hour, call, hold and wrap times and overall call quality metrics • Developed SMART action plans for employees requiring improvement, wrote and presented semi-annual and annual performance reviews, and recognized strong performing team members through nominations for monthly and year-end awards • Conducted live call monitoring and scoring of each team member, providing feedback and coaching, when necessary, resulting in a team-average call score of 94% each week, consistently meeting the high-end of quality assurance benchmarks • Handled administrative tasks in terms of scheduling to ensure proper staffing levels were met for day, evening and weekend shifts, payroll discrepancies, writing daily End of Shift Reports for distribution to the management and senior management teams, and compiling weekly and monthly reports measuring contact centre performance against benchmarks

• Trainer/Team Lead

  • Oct 2008 - Apr 2010

  Toronto, Ontario Trainer for the Nissan One to One and Infiniti Inner Circle Program contact centre, responsible for the training of new candidates applying for Customer Care Agent positions, as well as providing ongoing training for current employees and management. • Developed and led the two-week training course conducted for candidates, which consisted of in-class teaching, on-the-job shadowing, and final test assessment components • Trained 180+ candidates, achieving a 53% success rate of those… Show more Trainer for the Nissan One to One and Infiniti Inner Circle Program contact centre, responsible for the training of new candidates applying for Customer Care Agent positions, as well as providing ongoing training for current employees and management. • Developed and led the two-week training course conducted for candidates, which consisted of in-class teaching, on-the-job shadowing, and final test assessment components • Trained 180+ candidates, achieving a 53% success rate of those who successfully passed the training course and were hired on as part or full-time Customer Care Agents • Held training sessions for contact centre staff (Customer Care Agents, Team Leads, and Supervisors) pertaining to process enhancements, software updates and other general areas of improvement through methods such as presentations, live walkthroughs, and documentation • Supported Team Leads and Supervisors with team management responsibilities, including floor supervision, call scoring and coaching sessions

• Customer Care Agent

  • Dec 2007 - Oct 2008

  Toronto, Ontario Inbound, outbound contact centre Customer Care Agent for the Nissan One to One and Infiniti Inner Circle Program, with the focus of increasing customer retention and generating incremental parts and service revenue for Nissan and Infiniti dealerships throughout Canada and the United States. • Contacted Nissan and Infiniti owners following the recent purchase of their vehicle and after service visits to gather feedback about their sales and service experience at the dealership •… Show more Inbound, outbound contact centre Customer Care Agent for the Nissan One to One and Infiniti Inner Circle Program, with the focus of increasing customer retention and generating incremental parts and service revenue for Nissan and Infiniti dealerships throughout Canada and the United States. • Contacted Nissan and Infiniti owners following the recent purchase of their vehicle and after service visits to gather feedback about their sales and service experience at the dealership • Provided customers with maintenance reminders and information about upcoming services due on their vehicle, creating service appointment leads and requests for dealerships • Handled customer complaints, capturing issues raised by customers through escalation reports and submitting them to dealerships for their awareness and to follow-up directly with those customers to resolve • Assisted the contact centre Team Leads and Supervisors with team management in terms of floor supervision, when required