San Antonio, Texas, United States
Strengths Innovation Management, Leading and Managing Teams, Game Theory and Mechanics, Social Business, Research and Competitor Intelligence, Market Strategy, Project Management, Customer Experience Design, Interactive Marketing, Thought Leadership, Customer Acquisition & Retention, Digital Domain Management
Led a team of five strategists in the development and socialization of member contact strategies including a Digital and Omni-channel strategy, the strategy for Local Retail Market presence, and the Customer Relationship Management process (Onboarding, Servicing, Life Event Management and Retention). Provided strategic insights through research and analysis for the enterprise planning cycles. Developed extensive relationships with Member research, competitive intelligence and data analytics in order to formulate hypothesis that were ultimately tested in production environments in order to make strategic recommendations.
Provided leadership and coaching to the Member Experience team Surpassed target of 10X return on investment as the gateway decision-maker for emerging channel concepts. Collaborated across the enterprise to identify unmet member needs, prototype and patent ideas. Set direction for and led MX Innovation at the Executive Leadership conference. Managed Member Experience Code as Ice Competition – Managed activities of over 75 business and technical volunteers to bring 10 innovations to market. Drove the Innovation agenda Counseled leadership regarding innovative thinking in other industries and provided insights to improve value of innovation to the organization. Set the agenda for exploration of game mechanics and game theory as an emerging channel. Led Business Initiatives including Gamification pilot and the Member Innovation research.
Management of two employees in the Communications Technology area. Accountable and responsible for Communications budget. Established and managed the corporate marketing communications department for a venture capitalist start-up company which included managing vendor relationships and web site development employees. Fulfilled annual growth and retention objectives for three targeted customer segments. Managed development of corporate website from inception to maturity.