JOANNA GEORGE
Escondido,CA
Summary
Seasoned and adaptable professional with over seven years of experience in cultivating trusted relationships, spearheading transformative initiatives, and seamlessly collaborating with diverse stakeholders and leaders to strategize and achieve shared objectives. I am fueled by an unwavering passion for holistic wellness and perpetually strive for self-improvement. My leadership approach is defined by empathy, and I am resolutely committed to leaving a lasting, positive impact in every endeavor.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Mindbody
06.2023 - Current
- Driving DACI and pilot team within Customer Success team to address loyalty and extend LTV of accounts.
- Performing high-level Executive Business Reviews by presenting reports and analyses to help customers drive their growth.
- Focusing on continuous improvement by maintaining relationships with mentors across organization.
- Striving to lead by example with peers and contributing to a strong positive culture by engaging in ERG activities.
- Contributing to Voice of Customer initiative aiming to strengthen feedback loop and drive excellence for customers.
- Delivering foreign language translations of Digital CX journeys to reach our global customers.
Customer Success Manager II
Mindbody
03.2022 - 05.2023
- Managed portfolio of 75+ accounts, while thoughtfully encouraging upsells, preventing churn, and exceeding metrics.
- Consulted and provided a strategic and innovative approach to increase engagement and meet customer needs.
- Collaborated with leadership on the implementation of new processes and procedures to bring team to the next level.
- Worked cross-functionally with Implementation and Professional Services to ensure seamless customer experiences.
Interim Manager, Customer Success
Mindbody
02.2023 - 03.2023
- Overseeing 5 Customer Success Managers while leading with empathy and inspiring results.
- Creating and implementing new customer playbooks to standardize and streamline CS operations and quality of service.
- Leading a DACI project team to drive new initiatives focused on customer retention, engagement, and loyalty.
- Addressing client escalations with sense of grace and urgency by collaborating with other key departments.
Spa & Wellness Operations Manager
Fairmont Grand Del Mar
11.2019 - 04.2021
- Created and managed end-to-end customer relationship ensuring customer acquisition, satisfaction, and retention.
- Managed 35-person team for triple 5-star resort (1 of 13 globally), specializing in carrying out Forbes service standards.
- Supported forecasted revenue and budget plans by proactively managing monthly budgets of $300K, utilizing Unifocus.
- Partnered with leaders and 15+ external vendors to execute and plan for all VIP guests centered on tailored and unique services.
Spa Sales Supervisor
Fairmont Grand Del Mar
12.2018 - 11.2019
- Created and managed all sales initiatives to increase 45% of transient sales and 20% of contracted group sales.
- Led monthly retail sales contests, seasonal promotions, and consistently scheduled training to ensure knowledgeable staff.
- Managed, tracked, and reported sales, utilizing SpaSoft, a spa management software to ensure accurate daily revenue reporting.
- Tailored and oversaw large attendee programs for high-touch clients that included spa, fitness, and wellness experiences.
Front Office Operations Manager
Four Seasons
01.2018 - 12.2018
- Created and managed all front of house operations and procedures for dual operating resort serving owners and guests.
- Coordinated 40+ daily VIP arrivals, meeting daily with operational leaders to plan their special requests and high-touch concerns.
- Managed 40-person department that consistently exceeded its monthly Medallia score of 85 in 30+ guest satisfaction standards.
- Supported department's increased Employee Opinion Score from 85% (2017) to 92% (2018) in overall department satisfaction.
Concierge Supervisor
Four Seasons Hotels And Resorts
09.2016 - 01.2018
- Orchestrated and managed all resort concierge services while establishing myself as an ambassador for the property.
- Established relationships with over 60 local vendors ensuring sales initiatives and commission-based partnerships.
- Created the exclusive Four Seasons Stand Up Paddle Boarding Experience generating over $20K in annual revenue.
- Managed12+ daily VIP guests as sole point of contact for all concierge services ensuring detailed and insightful itineraries.
Education
BBA - International Management
Kedge Business School
Marseille, France05.2023
Bachelor of Science - Marketing
San Diego State University
San Diego, CA05.2015
Skills
- Customer Success
- Process Improvement
- Program Management
- Employee Retention
- Training & Development
- Budget & Labor Management
- Salesforce
- Gainsight
Additional Information
- Awarded, Employee of the Month at Grand Del Mar (2019), awarded to 1 out of 700 employees.
- Awarded, Four Seasons Rising Star Award (2016), awarded to 1 out of 40 nominees.
Languages
French
Native or Bilingual
Spanish
Limited Working
English
Native or Bilingual
Timeline
Senior Customer Success Manager
Mindbody
06.2023 - Current
Interim Manager, Customer Success
Mindbody
02.2023 - 03.2023
Customer Success Manager II
Mindbody
03.2022 - 05.2023
Spa & Wellness Operations Manager
Fairmont Grand Del Mar
11.2019 - 04.2021
Spa Sales Supervisor
Fairmont Grand Del Mar
12.2018 - 11.2019
Front Office Operations Manager
Four Seasons
01.2018 - 12.2018
Concierge Supervisor
Four Seasons Hotels And Resorts
09.2016 - 01.2018
BBA - International Management
Kedge Business School
Bachelor of Science - Marketing
San Diego State University
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