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Skills

  • API Integration (method)
  • Systems and automation applications
  • Customer complaint reduction
  • Contract development and management
  • Customer Loyalty Program Development
  • Problem resolution
  • Operational improvement
  • Budget management and optimization
  • Key accounts and territory management
  • First Aid/CPR

Work Experiences

  • Greeted and assisted all customers on a daily basis in a high-traffic retailer.
  • Supervised standard department with over 16 employees and $17 procedure budget.
  • Demonstrated new procedure and product techniques to 11 associates over the course of three years.
  • Assessed risks in relation to vendors, manufacturers, and suppliers to assist upper-level management.
  • Reviewed performance reports and analyzed data to develop initiatives for continuous improvement.
  • Increased sales volume by coordinating classes and workshops for major retailers and independent partners.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
  • Trained and mentored new employees in order to improve team performance and meet daily goals.
  • Achieved a 9% improvement in monitoring program performance.
  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.

Summaries

  • Proven operational and financial leadership skills.
  • Natural leader with strong planning and problem-solving skills.
  • Team leader with extensive experience analyzing market trends and customer needs in order to create highly effective and targeted marketing campaigns.
  • With innovative and forward-thinking approaches, successful at overseeing all stages of initiatives, building positive relationships, and promoting products.
  • Manager, Loyalty Programs has been recognized for creating positive environments in which employees can thrive and succeed.
  • Experience thriving in collaborative environments.
  • Adobe Creative Suite and Power BI are two of my strongest skills.
  • Leader who is decisive and has excellent planning and organizational skills.
  • Hardworking and motivated manager with 12 years of experience in Miscellaneous and a proven track record of balancing team performance, customer service goals, and business objectives.
  • Problem-solving, communication, and multitasking skills are all excellent.

Accomplishments

  • Streamlined automated workflows using process to enhance efficiency in managing loyalty campaigns, reducing manual errors by 73%.
  • Improved customer segmentation using market research and insights, leading to a 39% improvement in loyalty program campaign relevance and engagement metrics.
  • Led the re-launch of a tiered loyalty program, driving customer lifetime value growth by 59% and increasing purchase frequency for the top procedure by 53%.
  • Managed the integration of loyalty systems with the company’s CRM, improving data accuracy between platforms and increasing member engagement rates by 51%.
  • Reduced manual processes by implementing automation through HubSpot, optimizing efficiency and saving approximately 18 hours per week.
  • Revamped the loyalty program’s reward structure to better align with customer preferences, resulting in an 85% increase in member redemptions within 18 months.
  • Developed testing frameworks for new loyalty program offers through controlled A/B tests, driving 30% additional member conversions.
  • Collaborated with the data science team to implement predictive analytics for loyalty-driven campaigns, improving retention rates by 30% and reducing churn by 37%.
  • Spearheaded an initiative to align loyalty program communications with broader brand messaging, resulting in a 63% enhancement in brand sentiment metrics among members.
  • Developed partnership strategies for co-branded loyalty programs, successfully adding 18 new key partners and increasing corresponding customer acquisition by 22%.

Affiliations

  • Co-Chair, Annual Loyalty Marketing Summit 2019 - Led and organized panels on customer retention and data privacy best practices.
  • Member, WOMMA (Word of Mouth Marketing Association) - Focused on loyalty-driven user-generated content and referral program strategies.
  • Member, Global Strategic Partner Program - Focused on establishing and managing industry-wide strategic partnerships for loyalty initiatives.
  • Member, Digital Analytics Association - Gained insights into using metrics and KPIs to optimize customer loyalty programs.
  • Attendee, Data Science for Loyalty Programs Workshop - Learned about data analytics tools and techniques to optimize customer engagement and loyalty.
  • Volunteer Participant, Nonprofit Loyalty Rewards Program Initiative - Collaborated on implementing loyalty strategies for nonprofit campaigns.
  • Participant, Online Certification Course in Social Media Engagement for Loyalty Programs - focused on building engagement through digital loyalty initiatives.
  • Certified Professional, Referral Marketing Certification Program - Completed certification focused on growing customer base through innovative referral strategies.
  • Contributing Member, Global Partner Network - Participated in forums and thought-leading discussions around expanding loyalty ecosystems.
  • Member, National Association of Business Economists (NABE) - Leveraged economic data and analysis for forecasting loyalty program success.

Certifications

  • Certified Omnichannel Retail Professional - metric
  • Digital Customer Experience Management Certificate - Brightline
  • Advanced Loyalty Program Management Certification - Meridian
  • American Academy of Financial Management (AAFM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Project Management Professional (PMP)
  • Salesforce Marketing Cloud Consultant Certification – Salesforce
  • Certified Data Privacy Solutions Engineer (CDPSE) - system
  • First Aid/CPR

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