Kristen Rau

Experienced leader in strategic communications with a strong background in marketing, writing, social media, and digital content strategy. Proven ability to influence positive outcomes through collaboration, partnership, and innovative approaches. Adept at managing complex communications efforts, driving strategic initiatives, and fostering inclusive and diverse environments.

• Leadership in Strategic Communications: Extensive experience developing and implementing comprehensive content strategies, managing communication efforts across various platforms, and leading teams to deliver high-quality work that drives engagement and business growth.
• Project Management: Successfully oversaw multiple large-scale projects, including the development and launch of a customer app, from vision to execution. Skilled in managing timelines, resources, and budgets to ensure on-time and within-budget delivery.
• Collaboration and Consensus Building: Demonstrated ability to communicate clearly and effectively with diverse audiences and stakeholders, fostering collaboration and building consensus across multiple departments and community groups.
• Strategic Planning and Change Management: Applied strategic planning principles to design and facilitate dynamic organizational change, ensuring alignment with evolving business needs and market trends.
• Data-Driven Decision Making: Utilized analytics and KPIs to measure the success of communication efforts, adjust strategies, and drive continuous improvement.
• Diversity, Equity, and Inclusion: Committed to advancing issues of diversity, equity, accessibility, and inclusion in all communications and organizational practices.
  
• Leadership: Led communications efforts across multiple channels, including digital, social, and web, ensuring consistent messaging and brand alignment. Managed cross-functional teams and mentored subordinate managers to achieve high-quality results.
• Content Strategy: Developed and executed innovative marketing campaigns, including messaging, editorial calendars, and promotional activities, with a focus on driving engagement with clients and increasing sales.
• Project Management: Managed the completion of a major customer-facing app, overseeing every stage from vision to launch, ensuring alignment with strategic goals, and utilizing data to measure success.
• Community Engagement: Organized dog-friendly events and other community initiatives to increase brand awareness and engagement, demonstrating a commitment to inclusion and diversity.
• Collaboration: Worked closely with various departments and external partners to build consensus and navigate sensitive situations with political acumen, ensuring positive outcomes.
• Strategic Decision Making: Performed competitive analysis and market trend assessments to inform decision-making, adjust strategies, and stay ahead of competitors.

• Maintained up-to-date knowledge of guest enhancements and product offerings
• Analyzed customer data to develop insights and inform decisions related to customer journey improvements
• Engaged directly with customers to gather feedback and implement service enhancements
• Developed relationships with key stakeholders across all departments to ensure seamless service delivery
• Established metrics, KPIs, and SLAs for customer experience initiatives
• Conducted focus groups and created customer feedback surveys to identify improvement areas
• Managed all classroom/virtual classroom activities including pre/post consultations, enrollments, and end-user performance management.

• Monitored employee performance and provided coaching as needed
• Managed a team of 250+ employees, ensuring adherence to company policies and procedures
• Built relationships with key stakeholders, clients, and vendors through excellent communication skills
• Resolved customer inquiries and recruited qualified personnel for open positions
• Evaluated regional processes and directed daily customer service operations
• Collaborated with cross-functional teams to deliver updates and identify areas needing learning solutions.

• Provided coaching and mentoring for employees at all levels
• Monitored hotel performance, managed budgets, and identified opportunities for improvement
• Assessed team member performance and recruited caregivers to maintain staffing levels
• Utilized strong interpersonal skills, including effective listening, intercultural collaboration, and providing feedback
• Demonstrated enthusiastic and energetic leadership to inspire team members.