COURTNEY DOLECKI
Summary
Seasoned marketing leader with 16 years of experience developing and optimizing multi-channel strategies that drive customer acquisition, engagement, retention, and loyalty across B2B SaaS organizations. Expertise in building data-driven lifecycle marketing strategies, audience segmentation frameworks, and customer engagement programs that improve customer outcomes and accelerate business growth.
Known for combining a customer-first, people-focused mindset with strategic leadership and operational excellence to deliver measurable results. Passionate about creating purpose-driven marketing programs that foster innovation, strengthen customer relationships, and drive long-term loyalty and advocacy.
Overview
15
15
years of professional experience
Work History
Head of Customer Experience Marketing
G2
11.2025 - Current
- Lead three integrated Customer Experience Marketing functions: Audience & Data Segmentation, Customer Marketing, and Email Operations
- Own the end-to-end customer lifecycle strategy, from onboarding and adoption through retention, expansion, and advocacy, aligning programs to company-wide growth and retention goals
- Improved email SLAs by 95% in less than two months by centralizing intake forms and platforms across one unified team, with a 300%+ increase in click-based engagement
- Set annual and quarterly OKRs, manage departmental budgets, and allocate investments across programs, technology, and external resources
- Develop and execute data-driven customer engagement strategies that improve adoption, retention, customer satisfaction, and long-term loyalty
- Partner closely with Sales, Product, Product Marketing, and Finance to align customer insights, lifecycle programs, product adoption initiatives, and GTM strategies
- Oversee multi-channel lifecycle marketing programs across email, in-app, community, and advocacy channels to drive customer engagement and business outcomes
- Lead review generation and advocacy programs that have increased customer participation by 450%, strengthened brand credibility, and supported pipeline growth
- Supervising customer community initiatives that foster peer-to-peer engagement, customer advocacy, and retention
- Direct customer education programs, including certifications, learning pathways, and enablement resources that accelerate product adoption and value realization
- Establish customer feedback mechanisms and reporting frameworks that translate customer insights into actionable business recommendations
- Build executive dashboards and measurement frameworks that serve as the source of truth for customer engagement, retention, and lifecycle performance used during MBRs and OKR reporting
- Drive operational efficiency through process optimization, automation, testing, and personalization strategies across customer communications
- Mentor and develop high-performing teams while fostering a culture of customer-centricity, accountability, and continuous improvement
Director, Customer Marketing (B2B)
OpenTable
04.2014 - 08.2025
- Developed, managed, and executed multi-channel customer-first marketing strategies for the customer lifecycle optimization
- Launched and executed a customer acquisition and retention series with email and Perks to drive 17% growth in new existing customers, resulting in 49% growth in product adoption and 19% growth in product engagement
- Optimized global integrated marketing campaigns across Markets, Twilio, and Groove to increase awareness, execution and market product market reach and adoption, resulting in 15% growth in open rates, 37% growth in CTR, and 19% growth in CTOR
- Created content for email campaigns to increase consumer engagement and conversion, resulting in 15% growth in open rates, 105% growth in CTR, 40% growth in CTOR, 60% growth in CR
- Launched the first-ever Marketing as a Service program to strengthen global brand awareness and increase customer engagement
- Identified and leveraged customer insights to tailor marketing tactics and messaging to improve customer experience and increase product adoption
- Utilized CRM systems to segment customer data and personalize marketing communications
- Collaborated with external partners and agencies to create co-branded marketing campaigns to increase brand awareness and customer acquisition and retention
- Implemented and developed team members by implementing professional growth programs, resulting in high-performing and engaged remote team members
Director, Engagement Marketing (B2B & B2C)
OpenTable
04.2021 - 08.2023
- Developed and managed dynamic B2C (and B2B) marketing strategies to grow global consumer engagement and retention
- Optimized global integrated marketing campaigns to increase engagement and conversion through incentives, personalization, and segmentation, resulting in 22% growth in impressions and 50% growth in CR
- Created content for email campaigns to increase consumer engagement and conversion, resulting in 47% growth in open rates, 105% growth in CTR, 40% growth in CTOR, 60% growth in CR
- Launched the first-ever Marketing as a Service program to strengthen global brand awareness and increase customer engagement
- Identified and leveraged customer insights to tailor marketing tactics and messaging to improve customer experience and increase product adoption
- Utilized CRM systems to segment customer data and personalize marketing communications
- Collaborated with external partners and agencies to create co-branded marketing campaigns to increase brand awareness and customer acquisition and retention
- Implemented and developed team members by implementing professional growth programs, resulting in high-performing and engaged remote team members
Director, Ad Operations
KAYAK
04.2014 - 01.2020
- Managed a global portfolio of key airline accounts that contributed $40M in annual revenue and achieved the primary contract inquiries, requests and contract issues
- Championed customer needs to drive product enhancements and initiatives that increased customer ROI by an average 50%
- Increased contract performance and 50% by conducting regular business reviews to foster trust, provide insights, and identify improvement opportunities, driving agreement and engagement 75%
- Generated an average of $7M incremental revenue annually through targeted upsells and cross-sells
- Built and maintained strong customer relationships by delivering strategic guidance, personalized recommendations, and consistent communication to foster trust and loyalty
- Collaborated with cross-functional teams, including sales, marketing, and product development, to highlight customer feedback and improve product adoption
- Developed and executed A/B tests to optimize ad creative performance and increase engagement
- Produced monthly performance reports on key ad metrics that delivered actionable insights and recommendations to stakeholders to drive campaign optimization and revenue growth
- Provided ongoing training and support to junior team members to enhance their ad operations skills and knowledge
Customer Support Specialist
Indeed
08.2013 - 04.2014
Customer Support Specialist
Affinion Group
04.2012 - 08.2013
Executive Recruiter
Allegis Group Services
06.2011 - 04.2012
Education
Bachelor of Science - Business Management and Marketing
Norwich University
Vermont05-2011
Skills
- Team Leadership
- Customer Marketing
- Marketing Strategy
- Go-to-Market (GTM) Strategy
- Lifecycle Marketing
- Customer Lifecycle Management
- Customer Activation
- Customer Engagement
- Customer Retention
- Customer Advocacy
- Community Building
- Audience Segmentation
- Marketing Operations
- Email Marketing
- Product Marketing
- Content Marketing
- Review Generation
- Project Management
- OpenAI
- Anthropic
- Perplexity
- Salesforce
Timeline
Head of Customer Experience Marketing
G2
11.2025 - Current
Director, Engagement Marketing (B2B & B2C)
OpenTable
04.2021 - 08.2023
Director, Customer Marketing (B2B)
OpenTable
04.2014 - 08.2025
Director, Ad Operations
KAYAK
04.2014 - 01.2020
Customer Support Specialist
Indeed
08.2013 - 04.2014
Customer Support Specialist
Affinion Group
04.2012 - 08.2013
Executive Recruiter
Allegis Group Services
06.2011 - 04.2012
Bachelor of Science - Business Management and Marketing
Norwich University