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Work Background
OptimumVice President, Head of Customer Base Management & Communications
Feb. 2024New York City Metropolitan Area• Led the development and execution of go-to-market strategies to expand Optimum’s subscriber base, increasing brand awareness and generating quality leads for broadband, video, and mobile services.
• Achieved a 73% YOY increase in fiber customers, with a significant portion driven by targeted customer migrations; increased mobile convergence among broadband customers to 5.2%.
• Led customer-focused upsell and cross-sell initiatives, increasing residential ARPU and enhancing profitability. • Streamlined customer communications, reducing 1.7M inbound support calls and enhancing satisfaction during critical lifecycle events.
• Partnered with cross-functional teams to drive a 34-point NPS improvement through seamless customer experiences.
• Built and implemented ROI-driven performance metrics, optimizing campaign efficiency and informing executive decision-making.
MooreMoore
Jan. 2023 - Feb. 2024Founded in 1982, Moore, CDR Division is an award-winning, full-service direct response agency. • Developed integrated multi-channel fundraising programs for nonprofit clients, using data-driven strategies to optimize membership acquisition and retention.
• Collaborated with cross-functional teams to execute high-impact direct mail and digital campaigns, achieving 30% growth in client fundraising contributions.
• Ensured campaign quality and performance, leveraging testing and analytics to continually improve client results and increase donor engagement.
The BoldMDDirector of Digital Growth
May. 2022 - Feb. 2023Digital and Performance Marketing Agency • Led digital growth strategy, defining KPIs and driving performance improvements through email, content marketing, and push notifications.
• Implemented multichannel campaigns using audience segmentation and real-time analytics, achieving 15% increase in customer engagement and ROI.
• Enhanced user experience and conversion rates by optimizing website activities, including on-page SEO and UX updates, driving overall digital growth.
Charter CommunicationsSr Director, Marketing & Creative Strategy
Mar. 2016 - Mar. 2022Greater New York City Area• Spearheaded go-to-market strategies for video, high-speed internet, and mobile services, developing strategic messaging calendars that increased product awareness and engagement, supporting revenue growth across 41 states.
• Directed the planning, creative, and execution of CRM campaigns across product lines, including the launch of lifecycle programs and high-performing trigger campaigns for Movers, Welcome, and Abandoned Cart, reducing churn and improving customer retention.
• Developed a 27-month onboarding and lifecycle program, effectively reducing churn and fostering early engagement through continuous communication and value reinforcement.
• Directed over 800 million direct mail pieces annually and 100 million monthly emails, achieving industry-leading open rates of over 23% for prospects, 25% for current customers, and 40% for engagement.
• Directed the creation of broadcast TV spots and cross-channel campaigns using top entry points, competitive claims, and digital media to capture and engage target audiences effectively.
• Managed a team from Associates to Directors, fostering collaboration and inclusive culture.
• Launched two successful rebrands (Charter Spectrum and Spectrum) and introduced mobile services, positioning Charter as the fastest-growing mobile provider.
Charter CommunicationsDirector, Brand & Creative Strategy
Dec. 2012 - Mar. 2016Greater New York City Area• Defined messaging guidelines for Charter’s Spectrum services, leading brand and creative strategy to ensure consistent communication across product lines. Oversaw both internal and external creative agencies to deliver high-quality brand materials that reinforced market positioning.
• Led the adoption of variable data printing, which enabled hyper-targeted campaigns and significantly reduced production costs while enhancing campaign flexibility and speed to market.
• Partnered with internal departments, including Product, Customer Service, and Operations, to create cohesive customer touch points, supporting CX initiatives and aligning brand messaging.
• Developed targeted messaging frameworks and A/B testing protocols that informed future creative strategies, optimizing performance for ongoing campaigns.
• Implemented data segmentation and analytics for personalized campaigns, using customer insights to optimize engagement and response rates.
Charter CommunicationsSenior Manager, Brand & Creative Strategy
Jan. 2012 - Dec. 2012Greater St. Louis Area• Managed the end-to-end execution of large-scale marketing campaigns, aligning with product launches and promotions to drive brand awareness and customer engagement.
• Streamlined creative production workflows by implementing project management tools and establishing timelines, enabling the creation and execution of tactics within 24 hours and improving cross-departmental collaboration.
Charter CommunicationsMarketing Manager
Jan. 2006 - Dec. 2012Greater St. Louis Area• Executed comprehensive marketing campaigns across TV, radio, digital, and direct mail, driving increased engagement and customer acquisition across Charter’s service offerings.
Comcast CableMarketing Coordinator
Jan. 2001 - Dec. 2005Knoxville, Tennessee Area• Responsible for all marketing, advertising & new product launches including video, high-definition video, video on demand, digital video recorders & high-speed Internet home networking. • Led the execution of multi-channel marketing campaigns (TV, radio, print, out-of-home, and mobile) to support product launches, driving significant increases in customer acquisition and engagement across Comcast's service offerings.
• Developed and launched a transitional sales program within the customer service department, resulting in record sales and improved customer retention. Introduced a Winback Program to re-engage former customers.
• Oversaw relationships with creative agencies and programming vendors, coordinating media planning and buying activities to optimize campaign effectiveness and manage budgets effectively.
Comcast CableOnline Marketing Coordinator
Jan. 2000 - Dec. 2001Knoxville, Tennessee Area• New Product Launch: High-Speed Internet: Successfully launched high-speed internet as a new product for Comcast in the Knoxville market, developing traditional marketing strategies and materials (including TV, radio, and print) to drive awareness and customer adoption.
• Coordinated events for direct sales and retail teams, managing logistics, vendor partnerships, and customer outreach.
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