New York, New York, United States
Digital Reputation Strategy, Brand Governance, and Omnichannel Communication - Spearhead comprehensive review management strategies for global enterprises ensuring a unified brand voice across major publishers including Google, Yelp, and Facebook. - Brand voice strategy, authoring expansive libraries of responses covering the full spectrum of customer sentiment while maintaining strict alignment with PR, Legal, and Marketing standards. - Operational Enablement: Develop execution guidelines and training frameworks for operational teams, empowering them to deploy brand-compliant responses across thousands of locations. Vendor Management - Scaled a support and delivery team across international locations - Developed all hiring practices, training programs, and performance improvement processes. - Managed all billing and contracts. Cross-functional Project Management - Collaborating with Sales to scope prospects in pre-sales cycles, with CS to execute strategy for customers, Legal & Finance for vendor management, and CX for client support Data Analysis & Reporting - Designed performance frameworks, for bother revenue and delivery teams, and built reports in Looker/Tableau to identify revenue growth trends, track risk indicators, drive operational excellence, and deliver comprehensive insights to senior management and executives.
Apple Retail | Fifth Avenue Flagship