Alexa Watts
Miami,FL
Summary
Knowledgeable customer experience professional with natural problem-solving and relationship management skills. Confident in making decisions that positively impact company success by launching new aspects of business. Dedicated to finding solutions, and creating experiences that enhance the quality of customer relationships and boost performance.
Overview
11
11
years of professional experience
Work History
Head of Customer Experience
HØJ
05.2021 - Current
- Main point of contact for all B2B partners, overseeing our online wholesale program and managing the platform to boost larger sales orders.
- Manage the Customer Experience team and help address issues with tickets, feedback, and new partnership opportunities.
- Built entire macro ecosystem in Gorgias to automate and improve customer satisfaction as well as keep first response and total resolution times low.
- Improved customer retention by creating and offering unique delight tactics and inspiring interest in accessories and bundle options.
- Track all product defects in order to improve current collection of products, find solutions for customers and create feedback loops to manufacturer.
- Manage operations and communication with 3PL partners (US, UK and EU warehouses) to ensure adequate inventory for sales goals.
- Implemented MonkProtect, delivery protection service for safe delivery of all online orders in the US. Track and resolve all claims via the platform.
- Organize and pitch at global Cannabis trade shows including Champs, Spannabis, and Mary Jane contributing to a large increase in B2B sales.
- Come up with creative ways to communicate product launches, teasers, shipping delays, Founder’s messages, and team updates.
- Launched pop up with new products in the wellness/CBD station at Showfields Miami over Art Basel 2022.
- Manage social engagement on Instagram, Facebook, Twitter, Reddit and YouTube. This includes creating and posting relevant content with Marketing as well as overseeing responses to comments and DM’s with HØJ's tone of voice.
- Assist Marketing team with creative brainstorming, copywriting, and review of all email content in Klaviyo.
U.S Marketing Manager
Upick
07.2018 - 03.2021
- Managed all U.S marketing and partnerships for Upick and Hijole including email marketing to users, new client relationships, press and overall expansion into U.S market.
- Worked with internal Design and IT team to create a better user experience on the website.
- Oversaw all new projects within the company and offer insights and ideas for how to better cater to the U.S market, including pricing plans, sign in flow, content creation (written and videos), sales, marketing and proper english translation.
- Organized and planned marketing material and booth presence at conferences like G2E in Las Vegas as well as external meetings with partners across the U.S.
Campaign Manager
Agency 2.0
09.2017 - 06.2018
- Managed new business partners, providing crowdfunding and marketing expertise to help bring products and brand identity to life via campaigns on Kickstarter and Indiegogo.
- Assisted in content creation including branded video and photography as well as copy writing and design for Facebook ads, websites, email marketing, blog and social posts.
- Acted as main point of contact between the client, internal marketing, design and sales team to ensure a successful campaign launch and help clients reach their funding goals.
- Raised over $500k on first campaign and averaged about $250k per campaign afterwards.
Partnerships Manager
Uber Eats
12.2016 - 07.2017
- Managed team of 5 restaurant partner representatives to implement the best strategy for onboarding restaurant partners.
- Exceeded quarterly goals by decreasing days in onboarding by 50% so restaurants are on the platform faster and increasing restaurant first trip percentage by 20% so they are more quickly engaged with the product once online.
- Analyzed use of professional photography and designed new structure to organize and utilize existing inventory photos to keep costs down.
- Communicated product updates to the team and created content for marketing new partners to Eaters on weekly basis.
- Negotiated contracts and maintained relationships with top restaurant partners like Fatburger and Veggie Grill to drive more business.
- Created processes around tracking progress in 16 zones as EATS expands to new Southern California areas, including launching at Coachella for the first time.
Account Manager
Twenty20
09.2015 - 09.2016
- Onboarded 200+ new customers providing demos (video calls and screenshares) to help integrate into the product and be set up for success.
- Oversaw Zendesk addressing all customer support tickets and increased satisfaction rating to 97% by keeping first response time low.
- Proactively managed 50+ Enterprise Accounts (brands like Google, Apple, Lyft, Birchbox, American Eagle, etc.) connecting them with original content for their marketing initiatives.
- Reported bugs to engineering team to make quick fixes for customers and shared learnings with product team to drive innovation and improvements.
- Learned and navigated internal admin system created by engineers to set up subscriptions, track and update accounts and pull reports.
- Worked closely with photographer team to communicate needs of buyers while still maintaining the happiness of contributors in order to keep a healthy marketplace.
- Revived inactive customers by proactively reaching out to understand their stock photo needs, give appropriate expectation and help by offering custom curated collections.
- Tracked retention/churn through monthly spreadsheets and closed over $30k in additional MRR by upgrading multiple customers to large annual contracts.
- Helped create a hiring process as the customer success team expanded.
- Created Wiki pages to keep the company informed of important customer updates, news, and calls to flag issues that the team could learn from.
- Addressed all payment issues (checks, ACH, wires, credit card declines) so accounting records were accurate and up to date.
Corporate Access Coordinator
RBC Capital Markets
10.2012 - 08.2015
- Acted as primary point of contact for Canadian corporate/analyst marketing in the U.S, liaising directly with sales to book meetings for clients.
- Organized logistics across the U.S to facilitate and ensure all roadshows ran smoothly.
- Met with corporate executives at sales meetings to make introductions to clients and facilitate the presentation.
- Budgeted, planned and hosted all client entertainment for special events, including investor group lunches and dinners.
- Prepared materials for marketing meetings, presentations and calls.
Education
Bachelor of Arts - International Business & Spanish
University of Florida
Gainesville, FL05.2012
Skills
- Customer Relationship Management
- Communications Strategies
- Managing Operations and Efficiency
- Process Implementation
- Negotiations Expert and Strong Deal Closer
- Project management
Languages
Spanish
Native or Bilingual
Timeline
Head of Customer Experience
HØJ
05.2021 - Current
U.S Marketing Manager
Upick
07.2018 - 03.2021
Campaign Manager
Agency 2.0
09.2017 - 06.2018
Partnerships Manager
Uber Eats
12.2016 - 07.2017
Account Manager
Twenty20
09.2015 - 09.2016
Corporate Access Coordinator
RBC Capital Markets
10.2012 - 08.2015
Bachelor of Arts - International Business & Spanish
University of Florida