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Work Background
The Estée Lauder Companies Inc.EXECUTIVE DIRECTOR, GLOBAL TECHNOLOGY
Sep. 2021New York, New York, United StatesBusiness technology executive responsible for developing and leading skincare & make-up omnichannel customer experience strategy and execution enabled by technology. Product Management of customer experience and employee applications: • Leading the build and evolution of Origins, Too Faced, & Smashbox global brand’s AR/AI, digital media, clienteling, virtual make-up try on & skin diagnostics consumer technology initiatives contributing to +30% average increase in purchase conversion and +20% higher average cart value. • Responsible for developing and securing enterprise support for tailored multi-year technology strategies for three global brands individually, ensuring seamless delivery and operational execution across all IT functions in six regions to fuel innovation, growth and performance goals. • Management of Estee Lauder Companies enterprise wide Marketing Technology portfolio (credited with driving $225M in revenue for the company / valued at +$25 million) including identification and adoption of new innovative applications, enhancement of existing applications and capabilities, and consolidation of many applications which solve the same need to one enterprise application solution driving annual cost savings of 25%.
VerizonDIRECTOR, OMNICHANNEL PRODUCT MANAGEMENT
Jan. 2019 - Sep. 2021Managed an innovation focused product management team of 50+ employees responsible for defining data requirements, researching customer behavior, defining, designing, building, and measuring digital user experiences leveraging Agile design and development methodology to rapidly prototype, build, test, learn, and iterate: • Led the cross-functional team that brought Mix & Match by Verizon Wireless plan to market generating +$10 billion revenue; giving consumers more choice to get the plan that’s right for them while passing savings on to the consumer by only having to pay for what they need. • Launched Just Kids, Verizon Wireless’ industry benchmark wireless plan built to empower parents by providing a safe and secure user experience for their kids by utilizing simple parental controls to monitor their kids data usage and keep tabs on device activity.
VerizonSENIOR PRODUCT MANAGER, DIGITAL & LOYALTY EXPERIENCES
Mar. 2016 - Dec. 2018Innovation, enhancement, and digital/experience product management of Verizon Up, Verizon's rewards program.
Starwood Hotels & Resorts Worldwide, Inc.MANAGER, MOBILE ON-PROPERTY EXPERIENCE
Sep. 2014 - Mar. 2016Develop, pilot, deploy, maintain and enhance Starwood’s mobile products focused on enhanced guest experience and empowering associates with easy to use mobile tools:
- Lead a team of developers, designers, IA, and QA through product vision and Agile software life-cycles
- Expansion of Starwood & SPG loyalty program checkin standards giving guests mobile hotel experience choices
- Partner across corporate and brand teams to champion ongoing SPG Keyless media/press/marketing exposure aimed at repeat guest use
- Education and hotel adoption of mobile products extending to iPhone, Apple Watch, and Android devices
- Explore new ways to drive in-stay F&B sales and book meetings via mobile technology
Starwood Hotels & Resorts Worldwide, Inc.SENIOR SPECIALIST, STARWOOD PREFERRED GUEST
Mar. 2011 - Sep. 2014Stamford, ConnecticutDevelop, implement, and conduct training/provide operational support to hotels participating in the Starwood Preferred Guest rewards and loyalty program: - Lead on site/virtual training seminars highlighting the SPG program and how to enhance member experience/create lifetime loyalty
- Drive understanding and delivery of member benefits through data analysis of SPG program performance metrics to influence increased member satisfaction - Identify process breakdowns and develop/rollout the tools and resources required to enhance operational procedures
- Partner across corporate teams to audit brand identity and program standards for new and existing Starwood properties
Starwood Hotels & Resorts Worldwide, Inc.MANAGER, CUSTOMER EXPERIENCE MANAGEMENT
Mar. 2010 - Mar. 2011New York, New YorkOversee the creation, launch, implementation, and continued operation of the CORE: Travel Butler Service, a loyalty driving program targeting top tier prospects:
- Created, organize, & present monthly project updates to C-level management
- Assisted in design and deployment of co-branded marketing collateral, digital content, direct mail & email marketing campaigns
- Developed and preserved multiple vendor relationships that further enriched and facilitated service
- Recommended future process development to support and expand brand initiatives
- Negotiated partner contracts and maintained business relationships
Starwood Hotels & Resorts Worldwide, Inc.MANAGER, CUSTOMER RELATIONSHIP MANAGEMENT APPLICATIONS
Aug. 2007 - Apr. 2010Stamford, ConnecticutProduct manager of two propriety Starwood systems; StarGuest, Starwood’s global guest profiling & guest need management system and Discovery, Starwood's survey engine tool:
- Analyzed system data to uncover and advise corporate teams of guest trends
- Trained & supported application users’ ability to create unique/personalized experiences
- Managed the creation, modification, digital content, and delivery mechanism of targeted consumer surveys
- Aided ability to capture direct guest feedback/consumer data via surveys
- Spearheaded each application’s maintenance, enhancement, and ability to interface with other Starwood technology
W HotelsDEPARTMENT MANAGER, W NEW YORK TIMES SQUARE
May. 2005 - Jul. 2007New York, New York- Led a Concierge and Guest Service Center team of 38 associates achieving low turnover, high productivity, and execution of flawless consumer service
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