Becky Eshbach
MARKETING, CUSTOMER SUCCESS, COMMUNICATIONS & SALES SPECIALIST
BOYERTOWN,Pennsylvania
Summary
Championing marketing, customer experience, branding, communications, and advertising strategy for the digital, online, and social media spaces driving YOY increased growth, ROI and revenue. Partner with Sales leadership to facilitate annual organic growth of approximately 2%. Ready to utilize almost two decades of experience in an executive role and elevate customers as assets.
Overview
16
16
years of professional experience
Work History
Sr. Director - Customer Success & Marketing
UGI Utilities, Inc.
Denver, PA
10.2021 - Current
- Develop strategic marketing plans for all segments - prioritize markets for sales, advertising, and promotional efforts. Explore each market, as appropriate, to understand the dynamics which will allow UGI to capture high market shares of available prospective customers. Set a content strategy. Develop and deploy the tactical programs to support the strategic plan.
- Assess and identify gaps in the customer experience. Lead cross-functional teams to improve customer relationships, satisfaction, and company response time to issues. Drive service delivery through digital transformation and influence. Effectively combine and utilize customer feedback across channels to drive action and value.
- Manage all external communications, including crisis management.
- Lead team responsible for $2MM+ of annual giving and community involvement. Build relationships with customers and community to establish long-term business growth.
- Lead the operation of the 150+ FTE Customer Information Call Center
- Implement latest sales enablement techniques and analytics for continued growth.
Director - Marketing & Strategy
UGI Utilities, Inc.
Denver, PA
06.2015 - 09.2021
- Responsible for the strategic planning and tactical execution for customer additions, load growth, and margin gains in the residential, commercial, and industrial markets with an emphasis in developing and shaping the brand of UGI across all business units. $75MM+ annual growth budget.
- Lead a team of 5 managers who monitor and implement marketing programs, advertising, and campaigns in the digital, energy efficiency & conservation, special growth projects, and sales enablement and analytics arenas.
- Founded the inaugural digital marketing group and architected a comprehensive strategy for the integration of digital technology into the existing marketing establishment.
- Increased leads 32% YOY while maintaining quality
- Executed robust digital strategy and website redesign that yielded 57% increase in web sessions.
- Increase customer website design and usability perception by 81%
- Captured in-depth behavioral and demographic data to establish segment personas and reduce cost of acquisition over 35%
- Transformed marketing and sales enablement activities with successful implementation of Salesforce. Within one year of go-live, exceeded business case growth objectives and expected NPV by 75%.
- Execute various programs and research studies to secure over $17MM in annual customer growth margin.
Business Development Director
UGI Utilities, Inc.
Reading, PA
06.2013 - 05.2015
- Delivered strategic sales leadership to add revenue in residential, commercial, and industrial markets. Acted as primary media liaison for East region. Consistently exceeded annual customer additions and margin budgets. Developed and implemented new sales and marketing model that increased response efficiency and decreased lead cycle time by over 10%.
Growth Manager
UGI Utilities, Inc.
Reading, PA
05.2010 - 05.2013
Gas Supply Analyst/Trader
UGI Energy Services
Wyomissing, PA
06.2008 - 04.2010
Data and Systems Supervisor
UGI Utilities, Inc.
Reading, PA
06.2007 - 05.2008
Operations Systems Administrator
UGI Utilities, Inc.
Reading, PA
06.2005 - 05.2007
Education
Strategic Communications Graduate Studies -
Indiana University - Purdue University Indianapolis
Indianapolis, INMBA -
Alvernia University
Reading, PAProject Management Certification -
Villanova University
Villanova, PABachelor of Science -
Albright College
Reading, PASkills
Analytical problem solver
Timeline
Sr. Director - Customer Success & Marketing
UGI Utilities, Inc.
10.2021 - Current
Director - Marketing & Strategy
UGI Utilities, Inc.
06.2015 - 09.2021
Business Development Director
UGI Utilities, Inc.
06.2013 - 05.2015
Growth Manager
UGI Utilities, Inc.
05.2010 - 05.2013
Gas Supply Analyst/Trader
UGI Energy Services
06.2008 - 04.2010
Data and Systems Supervisor
UGI Utilities, Inc.
06.2007 - 05.2008
Operations Systems Administrator
UGI Utilities, Inc.
06.2005 - 05.2007
Strategic Communications Graduate Studies -
Indiana University - Purdue University Indianapolis
MBA -
Alvernia University
Project Management Certification -
Villanova University
Bachelor of Science -
Albright College
Similar Profiles
Alisabeth PickettAlisabeth Pickett
Customer Service Representative at UGI Utilities IncCustomer Service Representative at UGI Utilities Inc
Mason YounkerMason Younker
Senior Corrosion Technician at UGI Utilities IncSenior Corrosion Technician at UGI Utilities Inc
Brian RavelBrian Ravel
Senior Customer Outreach Representative at UGI Utilities, IncSenior Customer Outreach Representative at UGI Utilities, Inc