Ta-dah! It’s my résumé. Feel free to view it on LinkedIn, too.

Experience:

Coyote Logistics (06/18 – Present)
Vice President, Customer Lifecycle

• Lead organization’s customer experience & research initiatives (markets, competitors, customers, etc.) to uncover opportunity & deliver actionable insights that empower strategic decisions makers and executives across all divisions & departments to align organizational goals with customer or market needs
• Collaborate closely with CSO, CMO, CTO to ensure company initiatives measure impact on customer (or employee) experience to ensure efforts drive revenue growth and/or drive operational costs down
• Design & build customer feedback programs that pinpoint areas of success and failure for our customers as it relates to our people, processes, products, or policies; feedback informs change through training, sales & marketing messaging, product development, support operations, etc.
• Develop partner relationships with agencies and vendors to continuously audit and evolve our customer lifecycle methodology and practices to ensure customers experience more value for cost (and increase share of wallet) and provide third-party inputs to key business strategies
• Identify key areas of proprietary research that can be utilized for sales or marketing conversations that position Coyote as a thought leader within the 3PL space
• Oversee team of researchers and VOC programs manager to facilitate executive and senior leadership requests, as well as aggregate reporting into core company initiative charters

Director, Marketing Lifecycle

• Work across the organization to identify opportunities where marketing can better support customer acquisition, engagement, and retention. Overseeing the data and insights function for the marketing team itself, customer intelligence helps us prioritize marketing efforts both pre-sale and in a post-sale experience.

Senior Manager, Content Experience

• Responsible for managing and optimizing the end-to-end, omnichannel experience around content, including but not limited to international websites, blogs, customer resources including white papers, ebooks, videos, podcasts, webinars, emails, sales collateral, and additional online properties.

CareerBuilder (04/16 – 03/18)
Senior Product Manager, Content Enablement

• Lead and drive website and content strategy opportunities across product, marketing, editorial, technology and UX teams to increase organic traffic, drive lead and acquisition conversions and enhance the B2B content strategy as part of the customer experience
• Prioritize, implement and analyze digital content performance, focusing on SEO & organic search to improve new user acquisition, as well as customer retention & loyalty
• Implement and manage vendor relationships with content experience platforms, including Uberflip, BrightEdge and Dynamic Yield to build tailored marketing journeys from Salesforce CRM data
• Serve as Product Owner for internal CMS platform as product owner by prioritizing end-user requests and feature enhancements into development with an agile team of front-end and full-stack developers

ZS Associates (01/15 – 03/16)
Global Community Manager, Internal

• Manage global community platform to support approx. 5,000 employees to drive communication and collaboration across the firm
• Develop content strategy and architecture for enterprise-wide initiatives in HR, IT, KM, Marketing and Communication, in addition to our other business divisions
• Develop training collateral and workshops to assist end-users in adoption, platform engagement
• Manage vendor relationships with Jive for strategic and technology support to meet ZS objectives
• Create blogs, videos, presentations to support messaging and communication around platform value

Webb deVlam (08/14 – 12/14)
Communications Manager

• Oversee external communication channels, including all marketing and public relations efforts, new business development opportunities and foster a collaborative environment across agency teams with internal communication support
• Manage and oversee editorial opportunities, write materials that support both agency and client work, additional support in ghostwriting for leadership
• Oversee website news and maintenance, internal asset repository, social media channels and other opportunities for external awareness as it relates to new business development and/or recruitment

CareerBuilder (03/11-07/14)
Senior Manager, Consumer Marketing Strategy & Insights (06/13 – 07/14)

• Develop social media strategy for all US brands and channels, including B2C, B2B and B2E; oversee social media manager’s training of internal teams and manage vendor relationship
• Consult on all brand messaging across global products, sites and correspondence with end-users to ensure voice & tone is consistent and appropriate; assist multiple content strategists across the organization
• Certified Scrum Product Owner (CSPO) and product consultant for new consumer advice and resources website; assist in gathering requirements for development of new LCMS
• Facilitate better information sharing between product teams, customer service, public relations and technology via internal marketing blog
• Manage external relationship with agency vendors and consultants in design and web development projects
• Discover equity-building partnership opportunities to bring greater value to job seeker community & align to new traffic sourcing

Consumer Marketing Manager (06/12 – 06/13)

• Improve business analysis with new strategy for social monitoring, consumer emails tracking, blog performance and overall CareerBuilder.com site usage
• Created ‘Job Seeker Spotlight’ and ‘AskCB’ programs to highlight advice for all job seekers in various states of employment and utilize services team to offer free career coaching hours as a philanthropic endeavor for our user base
• Ancillary strategic input & execution on site development, B2B marketing, job seeker content creation
• Assist in consumer product strategy and marketing efforts to better facilitate B2C sales and B2B delivery; initiated first-ever consumer panels of over 5K users to gather product and behavioral insights for regular feedback cycles

Social Media Engagement Specialist (08/11 – 06/12)

• Manage and engage with over 400,000 fans through CB’s main social channels, promoting content, answering questions & coordinating with internal teams to provide service to users
• Launched brand on Instagram, Pinterest, Spotify & created abundant #AskCB video library on YouTube
• Manage all social campaigns, including Super Bowl 2012 promotion and Banana Republic ‘Win Your Salary’ campaign in Sept. 2012
• Implemented social tracking for the first time to monitor social’s business impact against other marketing efforts

Project Manager/Web Content Strategist (03/11 – 08/11)                                    

• Oversee contract consultants on behalf of client social media engagements
• Prepare social strategic solutions for clients in recruitment & branding campaigns
• Oversee and pitch Facebook advertising solutions to clients

BuzzMedia/SocialiteLife.com (06/10 – 03/11)
Senior Editor/Writer

• Write average of 18-20 stories per day, based off news, photo agencies and other media
• Assist in managing intern schedules and part-time employees for writing assignments
• Assist in managing social media to further increase brand awareness and increase page views, unique visitors and monthly traffic

OneAmerica Financial Partners, Inc. (10/06 – 06/10)
Marketing Communications Consultant

• Manage product marketing campaigns for Asset-Care, Annuity Care, Legacy Care and ImmediateCare products, include direct mail and e-mail deployment campaigns
• Write national ads appearing in trade publications, ghost articles, editorial content and coordinate media buys in print and online publications
• Create and manage annual conference marketing campaign for destinations including St. Thomas, Santa Fe, Whistler
• Created an online illustration request mechanism to drive more web quotes and secondary lead generation
• Internal and external web content manager
• Work daily with a field staff of 35 individuals to address their state education requirements, individual marketing requests, seminar marketing

Bandy Carroll Hellige Advertising (05/05 – 06/06)
Public Relations Account Coordinator

• Provide public relations support for McDonald’s of Central Indiana, comprised of 157 local restaurants
• Pitch and secure media coverage in print and on television for Black History Makers of Tomorrow, McTeacher’s Night, MAC Grants, and McMasters scholarship program
• Serve as media relations contact for all restaurants and coordinated promotional tie-ins and cross-promotion opportunities to enhance the McDonald’s brand with local media in the area

Education:
Franklin College, Franklin, IN
Major: Journalism – Advertising & Public Relations track
Minor: Political Science
GPA: 3.8
Graduation: May 2005, Magna Cum Laude

Any questions? Email me.