Chloe McNerney
Brooklyn,NY
Summary
Customer Relations specialist with 16+ years' experience in forging strong client connections, exceeding sales and retention targets, creating new business opportunities, managing service teams, and implementing a broad range of growth, service, and realignment initiatives.
Overview
15
15
years of professional experience
Work History
Senior Director of Business Development
METTA MANAGEMENT
New York, NY
04.2022 - 12.2023
- Built a prospect pipeline using my professional and personal network and research-based leads to sell METTA's services, representing 90% of company sales
- Provided regular sales and service reports: financial updates, departmental KPIs, service suggestions, revenue opportunities, and projections based off CRM data and client feedback
- Revised the client onboarding process by constructing an educational welcome kit and online member questionnaire, leading to a 60% increase in requests during months 1-3
- Reduced employee training time by 40% by creating a streamlined service manual, interactive video, and mentorship program for first year employees to learn from experienced employees
- Developed a new pricing model based on a hybrid of a retainer and hourly deductible fee versus a flat fee, allowing the company to benefit from an additional $52k in one year
- Established limited membership options (pre-and-post wedding assistance/relocation services/ one-time trip or event planning), yielding a 63% conversion to full annual membership
- Worked with the Marketing Team to revise the content of newsletters, producing a 60% increase in open-rate and 3x more subscribers
- Expanded service offering by negotiating reciprocal partnership agreements with companies catering to similar clientele
Head of Member Relations and Retention
QUINTESSENTIALLY
New York, NY
10.2013 - 04.2021
- Maintained an office-wide 86% membership renewal rate for five consecutive years (500+ accounts) versus the average 74% the previous five years
- Cultivating strong client relationships through in-person meetings, phone calls, and a new satisfaction survey, allowing adequate time to create improvement plans and reduce churn
- Supported Lifestyle Managers (NY, Miami, LA) with daily interactions, complaint resolution, and held bimonthly meetings to review NPS score results and formulate renewal plans
- Ran monthly and quarterly CRM reports (monthly usage, spend, highest request and complaint categories, etc.) to identify revenue opportunities: upgrades and new membership plans ("Family" and “Travel" membership), resulting in 12 upgrades and 16 new accounts over a 2-year period
Elite Lifestyle Manager
QUINTESSENTIALLY
New York, NY
07.2008 - 10.2013
- Provided proactive and reactive lifestyle services to 32 C-Suite executives, including travel, dining, event management, ticket acquisition, property management, item sourcing, and ad hoc projects
- Upgraded 11 accounts to higher membership tiers by servicing dissatisfied clients for three-month trial periods, resulting in $113k of new revenue in a year
- Managed the US office's holiday gifting program: purchasing items, confirming mailing addresses, handling shipment, and organizing personalized notes for 600+ clients
- Serviced a global Givenchy partnership (200 users) by handling and logging all bookings (flights, hotels, car services, dinners, special requests, etc.) and tracking expenses
Education
B.A. - English,Art History
BOSTON UNIVERSITY
Boston, MA01.2008
Skills
- Languages: English, Portuguese, French
- Proficiency: Word, Excel, Power Point, Adobe, Salesforce, G-Suite
- Expertise:
Timeline
Senior Director of Business Development
METTA MANAGEMENT
04.2022 - 12.2023
Head of Member Relations and Retention
QUINTESSENTIALLY
10.2013 - 04.2021
Elite Lifestyle Manager
QUINTESSENTIALLY
07.2008 - 10.2013
B.A. - English,Art History
BOSTON UNIVERSITY
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