UK-based, FTSE 100 (IMI.L), global manufacturing company specializing in motion and fluid control Develop and lead the global strategy for digital and experience transformation and PMO, achieving:
- Appointed by the Chief Executive to lead a corporate rebrand, launched in Q1 2024
- Introduced and owned change management practices to the organization
- Increased e-commerce sales for the Industrial Automation sector by 18% in 6 months
- Reduced global customer service inquiries by 12% within 9 months with enhanced processes and service technology implementation
- Global product owner for the Salesforce ecosystem, saving over $1.3M
- Developed and executed a global web domain strategy, consolidating 29 websites into 6 sector-focused sites across 52 countries and 7 languages
- Boosted online engagement by 21% with a new content strategy within 12 months
- Raised Net Promoter Scores (NPS) by 19% year-over-year

US-based start-up, AIpowered-SaaS platform for multi-location advertising and marketing Customer Portfolio: Morgan Stanley, Kumon, Jinya, Papa Johns, Davines
• Grew revenue 100% by building customer experience journeys and processes, digital content strategy, and customer success operations
• Created services oerings and x-selling/upselling playbooks
• Hired and developed a Customer Success team of five, with 100% retention

Head of Marketing Cloud Customer Success, EMEA North
Customer Portfolio: Shell Oil & Gas, AB InBev, Ahold Delhaize, Philips Electronics, Canon
• Selected to build and lead success services for the region's highest-value customers, building oerings and establishing a team of eight Customer Success Managers and Marketing Strategists in year one
• Guided Philips EMEA oral care email strategy, realizing $2.8M in sales in year 1
• Managed $104M AoV customer portfolio

• Developed and executed the digital marketing strategy for the builder business through digital brand activation, campaigns, and content marketing
• Created end-to-end customer experience strategies and live events
• Developed and owned digital strategy and content optimization resulting in a 22% increase in net sales in 12 months
• Guided and launched refreshed brand strategy and visual designs
• Oversaw collateral production and vendor relationships

• Collaborated to develop the initial Accenture Federal Social Voice of the Customer strategy and services oering framework
• Led program communications strategy, change management, and executive advisory for the USPS National Funnel Management Program deployment planning for a custom-built Siebel platform, and sales tools for over 400 client resources resulting in a 20% increase in National sales worth $90M annually
• Owned and executed strategy for communications, branding, and key industry events for Mega-Diamond Client Account (< $10M AoV)

I played a pivotal role in transforming this start-up's brand identity, marketing strategies, and customer engagement roadmap. My responsibilities extended to managing industry event programs, executive engagement, and overseeing marketing and business development processes as the business grew.