Experience

Showpad

• Belgium
• Software Development
• 300 - 400 Employee

• Interim VP Revenue Marketing

  • Jan 2023 - 1 year

• Director, Global Customer Lifecycle & Engagement

  • Oct 2021 - Dec 2022

  Led comprehensive marketing initiatives encompassing marketing automation, global campaign management, customer marketing, customer community, and organic social. Implemented a structured monthly reporting cadence across all digital channels, ensuring timely and data-driven decision-making. Pioneered a customer-centric approach by developing data-driven customer profiles and leading the organization through mapping the end-to-end customer journey and the crucial first year as a customer.… Show more Led comprehensive marketing initiatives encompassing marketing automation, global campaign management, customer marketing, customer community, and organic social. Implemented a structured monthly reporting cadence across all digital channels, ensuring timely and data-driven decision-making. Pioneered a customer-centric approach by developing data-driven customer profiles and leading the organization through mapping the end-to-end customer journey and the crucial first year as a customer. This strategic endeavor enabled a deep understanding of customer needs and informed targeted marketing strategies. Successfully launched the Showpad customer community, "The Enablement Exchange," by conducting customer interviews to identify their specific needs and desires from a community platform. Orchestrated and delivered two impactful virtual events and one virtual roundtable, leveraging LinkedIn and Slack Workspace to foster engagement and knowledge sharing. Recognizing the importance of customer success, created the Admin Activation Program to address the support needs of customers after launching their Showpad instances. Collaborated cross-functionally to consolidate existing resources and develop a comprehensive checklist, ensuring new admins receive the necessary guidance for a successful implementation. Revitalized closed-lost accounts by developing a program that emotionally resonated with customers, aligning our solutions with the tangible benefits they gain from our software. Collaborated closely with BDR teams to craft a targeted Outreach Sequence for personalized 1:1 communications, effectively re-engaging dormant accounts.



Digitas North America

• United States
• Advertising Services
• 700 & Above Employee

• Vice President Director, Experience Strategy

  • Jan 2021 - Oct 2021

  Seattle, Washington, United States Championed a strategic partnership with a major retailer to co-create their company's CX Vision, leveraging cutting-edge techniques. Collaborated closely with the research team to develop insightful first-party research, informing the visionary roadmap. Orchestrated the creation of comprehensive journey maps and service blueprints and provided creative direction for the compelling future state illustration and sizzle video. Collaborated on customer profiles based on segmentation data and… Show more Championed a strategic partnership with a major retailer to co-create their company's CX Vision, leveraging cutting-edge techniques. Collaborated closely with the research team to develop insightful first-party research, informing the visionary roadmap. Orchestrated the creation of comprehensive journey maps and service blueprints and provided creative direction for the compelling future state illustration and sizzle video. Collaborated on customer profiles based on segmentation data and attitudinal research, ensuring targeted and impactful marketing strategies. Drove brand-building initiatives for two start-ups, delivering exceptional results. Spearheaded a zipcode media test for a grocery delivery start-up, generating compelling data to secure additional funding and drive expansion. Developed the customer profile and crafted a persuasive messaging strategy for a home insurance start-up, maximizing brand positioning and market penetration. Appointed as the West Coast Women@Digitas lead, driving diversity and inclusion initiatives across the organization. Led the Inclusive Design Initiative Task Force, fostering a culture of accessibility and usability in all marketing endeavors. Developed and facilitated a comprehensive training hub to empower teams with inclusive design principles. Collaborated closely with the research team to produce thought leadership content, leveraging first and second-party research to shape industry discourse. Show less



Self Employed

• United States
• 700 & Above Employee

• Senior Customer Experience (CX) Consultant

  • Mar 2020 - Jan 2021

  Seattle, Washington, United States - Partnered with brands to increase value to their customers through integrated digital experiences. - Developed engagement, retention, loyalty and segmentation strategies. - Created journey maps, program maps, customer ecosystem and data flow charts.



Shaw/Scott

• United States
• Advertising Services
• 1 - 100 Employee

• SVP, Agency Services

  • Feb 2018 - Mar 2020

  Greater Seattle Area MARKETING SUCCESS - Identified opportunities for clients to deliver improved cross-channel customer experiences resulting in increased performance and NPS scores - Created dynamic solutions bringing together user experience, data visualization and data architecture knowledge to increase efficiency and automation - Worked with clients to develop customer experience plans, 3-5 year vision and roadmaps to achieve that vision - Developed the framework for a maturity model and tech stack… Show more MARKETING SUCCESS - Identified opportunities for clients to deliver improved cross-channel customer experiences resulting in increased performance and NPS scores - Created dynamic solutions bringing together user experience, data visualization and data architecture knowledge to increase efficiency and automation - Worked with clients to develop customer experience plans, 3-5 year vision and roadmaps to achieve that vision - Developed the framework for a maturity model and tech stack audit LEADERSHIP - Created a dynamic agency leadership team that collaborated across multiple disciplines and clients - Re-organized multiple teams to better align to our business needs and employee strengths - Worked to develop relationships across remote teams that are built on trust, candor and fun BUSINESS STRATEGY - Developed the business plan to allow the agency to transition into a consulting model, focusing on delivery methods for higher-value, margin-positive offerings - Drove the process on rebranding the company including positioning, offerings and visual brand strategy - Worked with a variety of platform partners to identify key areas for the business to thrive OPERATIONS - Spearheaded the adoption of successful a formal forecasting and staffing methodology, allowing the business to adapt as market shifts happened - Recalibrated fully-burdened costs, team utilization targets to ensure financial sustainability - Championed the rollout of a project management tool, facilitated training and organizational readiness Show less



Loxley CX

• United States
• Advertising Services
• 1 - 100 Employee

• Founding Director

  • Feb 2016 - Jan 2018

  Greater Seattle Area Launched a small consulting firm focused on bringing equity to the workplace to drive better customer experiences. Shaw/Scott acquired us in 2018. Developed an apprentice program to get underrepresented communities into the marketing technology industry. Worked with firms to bring jobs onshore. Developed customer onboarding programs for Rosetta Stone’s mobile app. Built a promotional marketing strategy and increased team efficiency by 10% while improving click-through… Show more Launched a small consulting firm focused on bringing equity to the workplace to drive better customer experiences. Shaw/Scott acquired us in 2018. Developed an apprentice program to get underrepresented communities into the marketing technology industry. Worked with firms to bring jobs onshore. Developed customer onboarding programs for Rosetta Stone’s mobile app. Built a promotional marketing strategy and increased team efficiency by 10% while improving click-through by 5% Redesigned the user experience for the Danone Nutrimom App and Coach online portal. Led user-testing efforts with Bill.com and increased the number of qualified leads by 18%. Developed design systems for their digital creative efforts. Show less



Oracle

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

• Vice President, Creative Services | Marketing Cloud

  • Nov 2014 - Dec 2015

  Greater Seattle Area With the acquisition of Responsys and other Enterprise Marketing Automation platforms and the world’s most comprehensive Data Marketplace, Oracle Marketing Cloud provides Fortune 500 companies with a product suite that allows them to create a seamless experience between any customer interaction point from online, email, SMS, push, display and in-store. - Championed a direction change in our business toward consulting and project-based with operations to establish new fully-burdened… Show more With the acquisition of Responsys and other Enterprise Marketing Automation platforms and the world’s most comprehensive Data Marketplace, Oracle Marketing Cloud provides Fortune 500 companies with a product suite that allows them to create a seamless experience between any customer interaction point from online, email, SMS, push, display and in-store. - Championed a direction change in our business toward consulting and project-based with operations to establish new fully-burdened costs and rate cards; educated internal partners. - Launched new Content Strategy offering, successfully selling it into four of our key accounts. Developed a Content Strategy Maturity Model to the Oracle Content Marketing Platform. We were the first organization to offer this service in our competitive landscape. - Elevated the reputation of the Oracle Marketing Cloud Creative Services within the Oracle ecosystem through internal marketing strategies which lead to sales of our services on the Oracle Commerce Platform and the Oracle Social Marketing Platform. - Executive Sponsor for the Seattle and San Francisco Oracle Women’s Leadership Initiative. We hosted a community panel that had 80 people in attendance from the community. - Lead our department’s fourth annual strategic planning session where we set our goals for the year and establish action plans to include the entire department in driving our success. ting agreements with vendors.

• Senior Director, Creative Services | Marketing Cloud

  • Apr 2014 - Nov 2014

  Greater Seattle Area Navigated Oracle’s acquisition of Responsys by expertly handling change management conversations about new utilization targets, new systems and new expectations for teams integrating with Oracle with a less than 5% turnover rate. - Partnered with Oracle Brand team to rebrand our Professional Services org, develop our services story and work with the department heads to publish our offerings on an internal wiki. - After working with the Responsys product team on a new WYSIWYG editor, was… Show more Navigated Oracle’s acquisition of Responsys by expertly handling change management conversations about new utilization targets, new systems and new expectations for teams integrating with Oracle with a less than 5% turnover rate. - Partnered with Oracle Brand team to rebrand our Professional Services org, develop our services story and work with the department heads to publish our offerings on an internal wiki. - After working with the Responsys product team on a new WYSIWYG editor, was asked to lead the product demo at Oracle Open World.



Responsys

• Software Development
• 1 - 100 Employee

• Director of Creative Services

  • Nov 2011 - Apr 2014

  Greater Seattle Area Established a strategic vision that led to a 70% growth in revenue and head count over 2 years for a department of 90 designers, copywriters and developers by developing annual business plans and new offerings to enable Responsys clients to use the platform to it’s potential. Work with finance and the Account Management teams to forecast resource needs, ensure “just-in-time” hiring and develop staffing models to serve over 100 clients. Brought in to consult the Responsys… Show more Established a strategic vision that led to a 70% growth in revenue and head count over 2 years for a department of 90 designers, copywriters and developers by developing annual business plans and new offerings to enable Responsys clients to use the platform to it’s potential. Work with finance and the Account Management teams to forecast resource needs, ensure “just-in-time” hiring and develop staffing models to serve over 100 clients. Brought in to consult the Responsys Product Marketing team on conveying the brand to our customer base and to provide content strategy for their email communications. Contribute to industry thought leadership as a contributing writer to Media Post’s Email Insider, Target Market Magazine, and Marketing Land while also serving a regular speaker at conferences like Email Insider Summit, Email Evolution Conference, DMA’s, and Online Marketing Summit.

• Creative Director

  • Jan 2011 - Jan 2012

  Inspire, motivate and oversee a team of 20+ designers, copywriters and developers while executing innovative cross-channel creative projects including the Mobile Marketing Strategy for Verizon Wireless and REI’s digital catalog. Forecast hours, balance workload and hire staff in order to keep team utilized. Established discipline and account specific workflow processes in order to maximize efficiency, increase employee happiness and the quality of our work. Created meeting… Show more Inspire, motivate and oversee a team of 20+ designers, copywriters and developers while executing innovative cross-channel creative projects including the Mobile Marketing Strategy for Verizon Wireless and REI’s digital catalog. Forecast hours, balance workload and hire staff in order to keep team utilized. Established discipline and account specific workflow processes in order to maximize efficiency, increase employee happiness and the quality of our work. Created meeting structures that foster cross-discipline integration, increased knowledge sharing and employee of the week recognition.

• Client Services Director

  • Apr 2010 - Feb 2011

  Responsible for the success of the LEGO Brand Retail account, spanning turnaround and ultimate success cross-discipline teams in Seattle, Chicago, New York and the UK. Managed the LEGO Shop promotional template redesign resulting in 20% fewer design production hours monthly, allowing us budget for extra projects. Led the Smith-Harmon Account Management team while we transitioned into the Responsys Client Services team; became familiar with Responsys legal, financial and project… Show more Responsible for the success of the LEGO Brand Retail account, spanning turnaround and ultimate success cross-discipline teams in Seattle, Chicago, New York and the UK. Managed the LEGO Shop promotional template redesign resulting in 20% fewer design production hours monthly, allowing us budget for extra projects. Led the Smith-Harmon Account Management team while we transitioned into the Responsys Client Services team; became familiar with Responsys legal, financial and project management processes as well as the Responsys platform.

• Account Manager, Creative Services

  • May 2009 - Apr 2010

  Work with clients to meet their email and cross-channel marketing goals. Provide strong team representation and deliver creative and program strategy that meets client expectations.



Smith-Harmon Inc.

• Senior Designer

  • Jan 2008 - May 2009

  Managed and lead a team of two designers to produce email creative for national clients.



Publicis

• United States
• Advertising Services
• 700 & Above Employee

• Graphic Designer

  • Jun 2006 - Dec 2007

  Design and produced all HTML email campaigns, micro-sites, and flash invitations Worked with the senior designer to produce marketing print materials such as Trade Ads, Event Mailers, Media Kits, and Tradeshow booths Hired and served as a mentor to design interns Initiated and led staff "Lunch and Learns" to educate marketing staff on basic graphics applications used in the office Initiated and leading staff "green team" to make the office sustainable



Project Kesho

• Creative Director/Graphic Designer

  • Oct 2006 - Aug 2007

  Created visual identity, information brochure, and newsletter Led a team of 2 designers to design and build the website



Consolidated Works

• Freelance Graphic Designer

  • Nov 2005 - Mar 2006

  Created advertisements, programs and signage for art events.



Holland America Line

• United States
• Travel Arrangements
• 700 & Above Employee

• Freelance Graphic Designer

  • Aug 2005 - 2005

  Designed a 6’ x 4’ recruiting display wall for Job Fairs and Tradeshows. Redesigned and updated existing brochures.



WH inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Design Intern

  • 2003 - 2003