BRITTANY O'NEIL
Wilmington,NC
Summary
To continue to Lead & Grow Internal + External Teams with Organizational Management by utilizing Project Management techniques. Engage and Lead Client Strategy & Brand Authenticity. Analyze Customer Behavior to create successful Marketing Strategies throughout each Marketing Channel to increase ROI. Increase & achieve measurable revenue goals & KPI's for both the Client & Company. Create and achieve measurable growth strategy goals for both internal and external teams. Highly organized Project Manager focused on Customer Behavior & Brand Authenticity. Leadership with Internal Team Management & External Team Education. Exceptional with Organizational Management; Master in Leadership of Organizational Management (Duquesne University, 2012). Comprehensive Experience with Website Design. Incredibly comfortable with Public & Educational Speaking. Exceptional with Project Management. Tech-Savvy and a Strategic Communications Leader possessing strong Writing and Editing Skills. Expert in Microsoft Word + Excel & Google Workspace. Professional client success specialist with proven track record in driving client satisfaction and loyalty. Expert in fostering team collaboration and adapting to evolving needs while ensuring impactful outcomes. Skilled in relationship management, strategic planning, and problem-solving. Recognized for strong communication, leadership, and ability to deliver results in high-pressure environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager
Alpha Media USA
02.2024 - Current
- Partnered with sales team members to ensure seamless handoff of newly acquired accounts into the Client Success department''s care.
- Developed comprehensive account plans outlining growth opportunities, risks, and mitigating actions for each assigned account.
- Collaborated with cross-functional teams to address client concerns and resolve complex issues in a timely manner.
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
- Served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Managed a diverse portfolio of accounts, ensuring consistent communication and personalized support.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Client Success Manager
GCommerce Solutions
06.2021 - 02.2024
- Manage, advise, and oversee all Digital Marketing Strategies & Ad Campaigns for a client portfolio of 47 Boutique Hotels
- Coordinated multiple projects and tasks from numerous clients simultaneously & was able to lead marketing & search specialist teams in ad design & audience management
- Measured success was achieved by meeting KPI'S, Client Revenue Goals, and an on Average 10% YoY Growth in each channels E-Commerce Direct Booking Conversions
- Managed more than $1.5Million in monthly media spend across 47 clients, with total combined Facebook ROAS of $9.11 in 2022
- Managed and executed all Digital Marketing Social & Search channels for all clients within my portfolio; ICONA Resorts, Columbia Hospitality, XV Beacon, Lorenzo, Pacific Palms Resorts, Quasar Expeditions, Maison 140, Mayflower Park Hotel
- The Digital marketing Channels include; Facebook, Display, PPC, SEO, Metasearch and Email strategy
- XV Beacon Hotel's Cyber Weekend campaign, drove $77k in revenue, a 1800% increase over the prior year
- Directed the update of GCommerce's Account Services Administrative work such as; Creating and Updating system SOP's, Workamajig project & template building, Monthly Production & Consumption Booking Engine Reports
- Trained all new hires in Account Services for coordination and entry level CSM rolls
- Created Quarterly Strategy Briefs and presented them to clients with focus on MoM KPI'S & Quarterly Digital Marketing Strategies for all Digital Marketing Channels
- Traveled to all clients within my portfolio Boutique Hotels to present in person Strategy Sessions & discovery trips while investigating Comp Sets & local area attractions
- Created Annual Marketing Plans for clients to discuss YoY growth, historical data & previous year reviews performance
- Presented Marketing Plans to Marketing Directors, Ownership, and Hoteliers
- The Marketing plans included an emphasis on the next year's growth, KPI's and Hotel Revenue Goals
- Managed the development and all clients for Metadesk through HubSpot, a new division under GCommerce that focuses on only the google Metasearch channel
- Maintained and managed all GCommerce metasearch clients & ad campaigns including both flat fee & PPS models
- Onboarded Full Service Digital Marketing Clients & over 20 Metasearch clients
- Averaged 25:1 RPC for all metasearch clients combined
- Held monthly & bi-weekly strategy sessions with each clients Marketing Directors, Revenue Teams, and Owners/General Managers
- Created all Decks and Call Initiatives documents for every client within my portfolio while maintaining and managing all media plans quarterly
- Organized and managed all monthly media spend and decisions by historical data interpretation & YoY occupancy reports
- Worked with ADARA to enhance Digital Marketing Efforts by getting retargeting Ad campaigns in front of a higher converting and more granular audience
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
Managing Owner + Marketing Director
Golf Gals LLC
01.2017 - 12.2021
- Creator, Web Designer, Inventory Manager, and Owner of Golf Gals LLC
- Created the E-Commerce retail company Golf Gals LLC
- Networked with wholesalers to stock online inventory accounts
- Designed webpage and launched business through Shopify
- Designed website utilizing Shopify www.golfgals.shop
- Networked with over 13 vendors and wholesalers to curate a specific brand and line
- Created all Digital Marketing Channels & Campaigns
- Utilized all social media platforms to create and centralized brand awareness
- Managed and built SEO plan and execution utilizing Google merchants
- Worked daily with customers on brand paring and retail sales
- Handled all promotions and designed all promotional material
- Designed and executed administrative plans and vendor relationships
- Maintained and managed all drop shipping procedures
- Handled all accounts receivable and billing processes
- Organized and marketed all trade shows
Adjunct Professor
University of North Carolina Wilmington
01.2017 - 12.2021
- Worked with a target audience of transfer students while implementing the UNI 201 transfer seminar program
- Implemented lectures invested in critical thinking, informational literacy skills, discussion, and group collaboration
- Lecture topics include: academic strategies, campus resources, campus policies and procedures, major and career planning, conducting research, involvement and engagement, financial literacy, goal setting, and progress towards graduation
- Instructed students in the Recreation Department, REC 381 Meeting Events, Expositions, and Conventions
- Instructed and taught students in; event management, planning, Digital Marketing, and the organization for promotional business and social events
- Educating students in Project Management techniques
- Ensuring the target audience is engaged and the message of the event is marketed properly
- Responsible for the success and proper delivery of the assigned certified hospitality academic program courses
- Responsible for leveraging students Digital Marketing expertise to deliver educational services to allow students to receive appropriate credentials and certifications for The Continuing Education Program
Owner Operator
BAO Events LLC
01.2010 - 12.2020
- Founder, Event Planner, and Creator of BAO Events LLC
- Served as the direct leader and planner for corporate, private, and special event services including but not limited to programming, compliance and implementation reporting to individual clients
- Designed and developed the BAO Events annual Marketing Plans & all Digital Marketing Strategies & Campaigns
- Developed and Designed company website www.BAOEvents.com
- Awarded top 5% in the nation for event planning and event design by Wedding Wire
- Networked BAO Events with award winning vendors while building exclusive relationships, the average event would work with roughly 15 individually contracted vendors, the event execution and management was based on clear communication between our client's expectations and the vendors professional delivery of their services
- Planned and executed on average 40 Events per year, the average event hosts 125 guests per event, in total YoY 12,000 people attended events that BAO Events had orchestrated
- Managed & Trained all BAO Events teams, the company maintained on average 40 employees
- Created & instituted an internship program with The University of North Carolina Wilmington averaging 3 interns per semester on an annual academic calendar YoY
- Developed and implemented marketing for Knots Landing www.Knotslandingoib.com one of the premier wedding venues in Brunswick County
- This included a marketing plan, which marketed their destination-wedding venue to an extent that allowed them to book the entire rental season for 2011 by December of 2010
- Organized and launched Moscato Cigars www.Moscatocigars.com
- Our service was to plan their exclusive events and also create a marketing plan that would execute their branding vision by utilizing digital marketing strategies
New Store Opener + Front of House Director
Rare Hospitality
01.2001 - 12.2010
- Opened four new restaurant locations in one year focusing primarily on training and managing the front of the house employees
- Worked with and hired over 160 new employees while training and executing the new store openings
- Helped create the training manual focusing on the Front of the house standards and practices
Education
MASTER OF SCIENCE - LEADERSHIP OF ORGANIZATIONAL MANAGEMENT
DUQUESNE UNIVERSITY
PITTSBURGH, P.A.01.2012
BACHELOR OF SCIENCE - HOSPITALITY MANAGEMENT
JOHNSON & WALES UNIVERSITY
CHARLOTTE, N.C.01.2010
ASSOCIATE IN APPLIED SCIENCE - HOSPITALITY MANAGEMENT
JOHNSON & WALES UNIVERSITY
CHARLOTTE, N.C.01.2008
Skills
- Project Management
- Customer Behavior
- Brand Authenticity
- Internal Team Management
- External Team Education
- Organizational Management
- Website Design
- Public Speaking
- Educational Speaking
- Strategic Communications
- Writing
- Editing
- Microsoft Word
- Microsoft Excel
- Google Workspace
- CRM Software
- Financial Acumen
- Strategic communications
- Training and mentoring
- Schedule Management
- Strategic Planning
Certification
- Google Analytics- GA4
- Google Analytics- Universal
- Lynda LinkedIn Marketing Strategy
- HubSpot Social Media Marketing
- HubSpot Team Operations
- WSET CERTIFIED- LEVEL 3
Timeline
Senior Client Success Manager
Alpha Media USA
02.2024 - Current
Client Success Manager
GCommerce Solutions
06.2021 - 02.2024
Managing Owner + Marketing Director
Golf Gals LLC
01.2017 - 12.2021
Adjunct Professor
University of North Carolina Wilmington
01.2017 - 12.2021
Owner Operator
BAO Events LLC
01.2010 - 12.2020
New Store Opener + Front of House Director
Rare Hospitality
01.2001 - 12.2010
BACHELOR OF SCIENCE - HOSPITALITY MANAGEMENT
JOHNSON & WALES UNIVERSITY
ASSOCIATE IN APPLIED SCIENCE - HOSPITALITY MANAGEMENT
JOHNSON & WALES UNIVERSITY
- Google Analytics- GA4
- Google Analytics- Universal
- Lynda LinkedIn Marketing Strategy
- HubSpot Social Media Marketing
- HubSpot Team Operations
- WSET CERTIFIED- LEVEL 3
MASTER OF SCIENCE - LEADERSHIP OF ORGANIZATIONAL MANAGEMENT
DUQUESNE UNIVERSITY
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