Emily Cohen

• Lead a 40+ member cross functional, geographically dispersed team to support CRM initiatives for US, Canada and Puerto Rico
• Manage a $7 million account with the ability to sell in 25% incremental revenue for the last 2 years
• Develop key presentations to global leadership within the agency and Stellantis to showcase results and performance against the executed campaigns/scope of work
• Define the vision or the CRM team, collaborate on goals with the client and track performance against goals
• Review and leverage reporting through Qlik Sense and PowerBI.

• Responsible for overarching CRM communication planning and strategy for Stellantis sales, service and connected services
• Manage team of 3 CRM strategists with career development and strategic oversight
• Collaborate cross-channel to develop personalized customer experiences through CRM, site, media and social
• Development of customer journey-based CRM approach leveraging both quantitative and qualitative research.

• Responsible for the omni-channel measurement strategy for CRM, site, and mobile app
• Provide client with recommendations on how to leverage/enhance first party data to improve the customer experience by developing progressive profiles and orchestrating cross channel experiences
• Collaborate with account and strategy to develop CRM strategies for owner, handraiser and winback groups
• Lead and/or support the creation and presentation of materials for all CRM strategy and measurement new business pitches
• Directly manage 10+ analysts across multiple different channels
• Delivered YoY organic business growth by 100% from 2019 to 2020.

• Provided strategic recommendations for all GM crossbrand programs
• Developed the strategy for the GM leads recontact program which included a multi-touch communication stream based on customer behavior
• Assisted in the strategy to improve known customer pain points during the purchase cycle and streamline communications across multiple different channels and business lanes
• Assisted in evaluating vendors for clients to define key future initiatives.

Created objectives and measurement plans across all CRM communications for Chevrolet

• Developed CRM & Site test plans based on subject lines, content, audience, timing, and cadence
• Analyzed performance of CRM campaigns and developed recommendations for optimization
• Established retargeting strategies based on site and customer behavior
• Developed GM crossbrand averages for key email segments.

• Managed customer satisfaction measures for 40+ clients including 4 Fortune 500 companies
• Recommended and coordinated desktop and mobile survey implementations across agencies and teams
• Developed questionnaires that aligned with current goals and key performance indicators
• Analyzed the user experience for desktop and mobile websites to provide recommendations based on usability best practices
• Led presentations based on key findings from behavioral, attitudinal, and industry specific data.

• Responsible for managing and creating media campaigns for 25+ sales executives and clients
• Analyzed sales, demographic and behavioral data to optimize integrated media campaigns