PROFILE
Digital Strategy and Marketing Executive. Track record of success in building and leading teams to synthesize customer and market metrics to innovate and drive multi-channel customer engagement marketing strategies and products. Results driven approach builds partnerships with start-ups, agencies, third party vendors, merchants, marketing, operations, product management, and technology to maximize the customer experience, enhance brand and media spend, and generate revenue
Yale MBA. JD. 13 years strategic & PM experience. 8 years digital media & cust. insights experience. Green Belt, Six Sigma
EXPERIENCE
Independent Consulting, San Francisco, CA 2009
Independent Consultant for Go-To-Market Strategies and Operations for New Media/Online Start-Ups, and Historic FSI Merger
•Develop and advise on the strategic direction and associated business case, strategic business plan and roadmap, branding and marketing plans, operations design, and corporate business development initiatives to ensure capital raise and growth
•Built and deployed program management infrastructure to support customer experience conversions across all Internet merger activities
American Express Company, Global Corporate Technologies, NY, NY 2007-2008
Director of Business and Technology Strategies
•Built, led, and managed a consulting group that synthesized customer insights, strategic thinking, industry best practices & trends, and competitor information to create and drive 1st-of-kind business and technology global e-strategies and e-products
•Strategy recommendations were grounded in strategic partnerships, and included internal e-product service offerings and business process redesigns, new technology, analytics & reporting, and executable work streams that drove a 3 year roadmap
•Facilitated and generated communications to evangelize and inspire the adoption and execution of innovative customer centric strategies and products, and to secure senior executive sponsorship, roadmap prioritization, and vendor management
Wells Fargo & Company, Branded Customer Experience (BCE), Strategic Marketing, SF, CA 2005-2007
Senior Strategic Consultant and Planning Manager to Senior Vice Presidents
•Innovative strategist within new business function that led and integrated a division of senior executives to design, drive, and execute a customer experience end-to-end strategic plan and roadmap of projects that transformed organizational operations
oStrategic plan partnered across business functions, products, channels, markets, technologies, and processes
oConsidered web and supporting customer-interfacing delivery channel capabilities, technology capabilities and infrastructure, competitive and industry benchmarking, subject matter experts, and field sales and service member input
oMapped consumer product consideration, purchasing behavior, and customer behavioral segmentation to online product placement and features, pricing and bundling, cross-selling, website design and branding, campaigns, and searchability
oConducted and integrated research studies and customer insight focus groups for analysis of competitive environment sales records, market penetration, market potential, and future trends to achieve customer loyalty by 3%/NIAT by $10m
•BCE business enhancements and redesigns determined by Moments of Truth and Opportunity Sizing metrics framework
oFocus areas included customer expectation management, consistency across channels, simplification, and engagement
oEncompassed and refined brand definition, value proposition, and strategic marketing/customer management
•Created a measurement infrastructure and performance scorecard, a cultural transformation engagement plan, and a communications strategy with respective communications content that mapped to key strategic messages and projects
•Championed the customer experience across the division, and hosted a supporting Voice of the Customer monthly forum
Deloitte Consulting, Strategy & Operations, Customer and Channel Strategies, SF, CA 2003–2005
Senior Management Consultant to Senior Executives
•Strategist for designing and executing strategies and products for transformative customer, channel, and technology/web-based initiatives. Client projects included:
oDeveloping the strategic direction for online marketing, and bringing a command of digital best practices, trends, and tools to help position online products, and drive traffic and revenue across the company’s network of sites
oEnhancing audience development strategies to include identifying potential sources of traffic, utilizing all available marketing levers to attract the audience, and tracking ROI metrics to determine optimal marketing mix
oCreating a dashboard to guide resource allocation and prioritization, and to measure effectiveness of marketing channels
oOptimizing the value of an acquisition via leveraging sales and distribution channels, product diversification, market penetration, asset accumulation, technical and operational efficiencies, talent, value propositions, and brand
oImproving business performance utilizing a single client view that embraces client segmentation and ethnographic behaviors, products and pricing, technology, marketing, and sales, and ensuring regulatory compliance
•Incorporated competitive and industry analysis, customer profiling, best practices, Six Sigma, and performance metrics
Charles Schwab & Co., Inc., Integrated Client Experience, Retail – Affluent Market, SF, CA 2002
Senior Manager: Strategic Consultant and Senior Project/Product Manager for Top Priority Corporate Strategic Initiative
•Innovator in spearheading team of 15-30 for top corporate cross-divisional initiative for 1st-of-kind design and implementation of an integrative end-to-end wealth management product suite offering that leveraged the Schwab brand
•Pioneered cross-business group product development, business process re-design, and complex in-house technology system development to support integrated delivery, management, and marketing of affluent client product suite
•Led the redesign of the product user interfaces in partnership with design agency to support the customer experience vision
•Leveraged process and complex system design and integration for capturing and retaining high value customers, while also saving the company $10 million dollars in operating expenses
•Identified and assessed business and customer needs as a result of competitive market research and analysis, client feedback, internal marketing interviews, technology team consultations, and subject matter expert (sme) review
•Partnered with sales and support team to brainstorm and devise product bundling, pricing, and pitching techniques, in addition to creating the user-interfacing internal sales and billing infrastructure (Siebel CRM) for sales effectiveness
Wells Fargo & Company, Wholesale Banking/Strategic Investments, SF, CA 2000-2002
Senior Strategic Consultant and Project/Product Manager for Executive Vice President
•Chartered with originating technology “strategic thinking”, websites, and products to spawn competitive advantage
•Led and built cross-functional teams of 15-40 to create, design, develop, and implement innovative and customer centric website/e-product suite that transformed the brand of the organization, and delivered an online knowledge management infrastructure that contributed to increased customer acquisition/retention, product upsell/cross-sell, and operational efficiency
oCreated and managed a web strategy and its respective site design, architecture, development, and implementation
oDesigned and managed community and social network partner environments
oLed the user interface design process in partnership with digital interactive agency
•Performed and maintained competitive analysis and industry data to track best of breed on new web technology, functionality, user interface, user behaviors and trends, and customer care and support
•Formulated client-centric strategies, business cases, and best practices via a programmatic approach that included research, assessment of service delivery models, industry/competitor data, sme consultations, strategic plans, and metrics
•Designed and managed all supporting project and product related content, communications, marketing campaigns (online and offline; roadshows), product packaging, collaterals, user guides, and customer service support mechanisms
•Established and implemented performance metrics and evaluative criteria on product adoption, usage, and effectiveness
•Utilized legal contract and negotiation experience in RFP process and vendor/start-up partnerships
Mercer Human Resource Consulting, LLC, Human Capital Strategy Group, NY, NY 1999
Summer Associate
•Provided strategic counsel and authored white papers regarding communication strategy development, change assessment and planning, business process improvement, talent management, and organization design
New York City Police Department, City of New York , NY, NY 1996-1998
Strategic Consultant, Program Manager, and Agency Attorney
•Trailblazer in new consulting division for advising and partnering with the “top brass” regarding the change in mindset, operations, centralized accountability, and strategic approaches to crime fighting and economic revitalization initiatives in Manhattan that redefined the brand and image of Harlem and Washington Heights neighborhoods
•Advised police precinct captains, politicians, and community organizations on strategic planning and risk tolerance
•Coordinated and program managed strategic and tactical operations over teams of 15-40, along with process redesigns efforts, on a citywide basis, across city agencies, and amongst competing organizational interests. Reported out results
•Planned, researched, drafted, and litigated over 200 New York Supreme Court cases
Law Clerk/Intern for various offices ranging from District Attorney’s Offices (Detroit, MI; Mineola, NY; and
Philadelphia, PA) to County Attorney’s Office (Syracuse, NY) to Criminal Court (Syracuse, NY) 1992-1995
EDUCATION
MBA, Yale School of Management, New Haven, CT. Distinction Academic Honors 2000
JD, Syracuse College of Law, Syracuse, NY. Dean’s List. Production Editor, Law School Journal. Editor, ABA Journal 1995
BA, University of Michigan, Ann Arbor, MI. Class Honors 1992
OTHER: Advertising Research Foundation, Interactive Advertising Bureau, and The Yale Center for Customer Insights |
