Xoom, A PayPal ServiceHead of CRM, Retention and Lifecycle
Nov. 2016 - Apr. 2019San Francisco Bay AreaHead Of CRM - Managing User Communications, Retention, Lifecycle and Segmentation
• Turned around a partially implemented, underutilized CRM system; directed digital communications, Salesforce Marketing Cloud, onboarding programs, testing, and metrics reporting.
• Led a new team in establishing a rapid production process, new marketing materials, and automated onboarding and retention journeys that drove the achievement of all conversion, retention, and onboarding KPIs.
Accelerated stalled app adoption, growing usage adoption in active user base by 18% and app activation by 12%.
Increased retention 13% over two years; delivered a 1% increase in 98% overall base retention of active users.
Achieved four and five-star user review scores for IOS and Android apps across multiple review sites.
• Facilitated GDPR compliance by implementing back end requirements and new data flows.
• Expanded consumer messaging from targeting US-only users to international coverage
• Increased user transactions per month and other engagement KPIs