Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

PAMELA REDDY

Verona,PA

Summary

Goal-oriented manager with distinguished experience in casino, retail and non-profit industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Overview

11
11
years of professional experience

Work History

CRM Manager

rue21
11.2022 - 05.2024
  • Hired, trained and supervised team of analysts and specialists providing CRM and email/SMS marketing analytics reports and actions companywide
  • Streamlined internal processes by integrating CRM software with other business systems, enhancing team efficiency
  • Forecasted transaction and sales metrics for pricing and promotional offers established using CRM data
  • Established processes and procedures for presenting business use cases, developing calculated insights, segments, and targeted communication to support business use
  • Designed and implemented retention and CRM standard and ad hoc reporting to share with cross-functional partners, including weekly, monthly and seasonal Customer Dashboards, showcasing customer KPIs, trends over time and progress against goals
  • Transitioned email and SMS communication from external vendors to internal use of Salesforce CDP and Marketing Cloud communication
  • Oversaw planning, execution and post campaign analysis of seasonal direct mail campaigns, resulting in $3.2M in attributed sales
  • Developed data-driven marketing campaigns for improved client retention and brand loyalty
  • Increasing transaction/customer from 1.4 to 2.2 transactions in an average month
  • Drove incremental sales and margin through development of CRM strategies and campaigns, plan campaign schedule and ensure accurate execution to support business needs
  • Provided value-added insights required for influencing the development and evolution of the Loyalty Program Strategy and Roadmap
  • Manage data and promotions for payment solutions including Private Label Credit Card
  • Worked closely with creative, promotional, and merchant stakeholders at all levels on opportunities for driving incremental sales and improving the ROI of Loyalty investments
  • Identify opportunities for continuous improvement and automation
  • Conduct A/B testing on content, message, promotions and other metrics to aid in analysis and measure long-term impacts to customer behavior
  • Supported data migration from Algonomy/Manthan 360 to Salesforce CDP and Datorama
  • Built comprehensive customer forecasts based on customer channel and type and use RFM modeling to categorize customers for communication and reporting.

Sr. Analyst Customer Insights

rue21
08.2020 - 11.2022
  • Build and manage CX Survey and Ad Hoc surveys to communicate Customer Feedback on monthly and add needed basis to support Store operations, eComm UX, Merchandise planning and management, logistics and all aspects of the business
  • Support Voice of Customer and Customer Insights reporting, connecting customer feedback to identify advanced analysis opportunities
  • Develop and analyze customer surveys, Manage CX survey experience
  • Identify opportunities for improvement and make recommendations (or pose questions) for ways to enhance the customer experience and/or evolve company strategy
  • Create complete customer profiles using transactional, behavioral, and demographic information
  • Investigated system issues and implemented resolutions to reduce downtime
  • Played a pivotal role in the successful completion of high-stakes projects by providing crucial analytical support and insights
  • Interpret, synthesize and present industry trend reports provided by external partners
  • Championed data-driven decision making by transforming raw data into actionable intelligence for key stakeholders
  • Facilitated cross-departmental collaboration, breaking down silos and encouraging information sharing to drive positive business outcomes.

Marketing Analyst

The Meadows Racetrack and Casino
04.2013 - 08.2020
  • Improved marketing campaign effectiveness by conducting thorough data analysis and identifying key performance indicators
  • Able to utilize CRM, Salesforce, Microstrategy, MS Office and Casino/Racing specific programs to gather and/or extract data from necessary systems and reports, compile and analyze accordingly and identify business opportunities
  • Identify trends and results, developed detailed assumptions and recommendations resulting in positive impact to revenue, operations and guest experience
  • Research, review, and analyze effectiveness and efficiency of existing requirements, gathering processes and develop strategies for enhancing or further leveraging these processes
  • Develop, prepare and deliver reports, recommendations, or alternatives for improving processes
  • Conduct project pro and post-formas and create recommendations in order to provide ROI, identify target program goals, successful and unsuccessful project elements, incremental revenues and program effectiveness
  • Analyzes effectiveness of all marketing activities, creating and analyzing reports for tracking of business results and ensuring data integrity
  • Initiate and manage processes for analysis of marketing data which will drive insights into marketing programs and support all marketing efforts to new and existing customers
  • Assist marketing department in development of budget, planning, and other corporate financial requirements
  • Meet with decision makers to define business, financial and operations goals
  • Assist in assessing and cultivating long-term strategic goals for business intelligence development in conjunction with end users, managers, and other stakeholders.

Education

MBA -

UNIVERSITY OF PITTSBURGH - Katz School of Business Administration
Pittsburgh, PA
12.2011

BSBA - Marketing -

SHIPPENSBURG UNIVERSITY
Shippensburg, PA
05.1991

Skills

  • CRM Management
  • Salesforce CDP/Data Cloud, Marketing Cloud and Datorama proficiency
  • CRM Integration
  • Tableau
  • SQL
  • Data-driven decision-making
  • Customer Retention Strategies and Analytics
  • Data Visualization
  • Marketing Strategy and Analytics
  • Forecasting
  • Project management
  • CX Survey Evaluation
  • Microsoft Office: Excel, Outlook, PowerPoint

References

References available upon request

Timeline

CRM Manager

rue21
11.2022 - 05.2024

Sr. Analyst Customer Insights

rue21
08.2020 - 11.2022

Marketing Analyst

The Meadows Racetrack and Casino
04.2013 - 08.2020

MBA -

UNIVERSITY OF PITTSBURGH - Katz School of Business Administration

BSBA - Marketing -

SHIPPENSBURG UNIVERSITY

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