Rachel Douglas
North Myrtle Beach,SC
Summary
Outgoing, Ambitious, Results-driven Sales and Marketing leader. Extensive experience in developing and expanding client relationships with a strong focus on increasing revenue. Proven skills in email marketing, project management, sales, team building, stakeholder relations and campaign optimization. Ready to offer 12 years of experience to new role dedicated to achieving exceptional results while enjoying the relationships built both internally and externally. Life long learner.
Overview
12
12
years of professional experience
Work History
Freelancer
Self Employed Web
Lancaster, PA
03.2024 - 06.2024
- Developed and implemented strategies to ensure client satisfaction with services.
- Provided strategic guidance to client for successful website launch.
- Managed and created content for acquisition strategies for clients.
- Maintained a working knowledge of current trends in the industry.
- Consulted clients to discuss business needs for Social Campaign development.
- Created and managed ads through Meta Business Manager.
- Partnered with Influencers to promote brand launch.
- Achieved company growth and brand development through market expansion and sales.
- Created content for various websites, blogs, and social media accounts.
Director of Client Services
Synapse
Lancaster, PA
08.2022 - 03.2024
- Provided leadership, guidance and direction to team members in order to meet client needs.
- Identified opportunities for process improvements through analysis of existing processes.
- Established goals and objectives for the department based on organizational needs.
- Developed policies, procedures and protocols related to client services.
- Ensured compliance with applicable laws, regulations and industry standards.
- Developed and implemented strategies to ensure client satisfaction with services.
- Managed staff performance reviews and conducted regular feedback sessions.
- Coordinated employee development plans including continuing education courses.
- Partnered with vendors to obtain best pricing on products or services.
- Analyzed data from customer surveys to identify areas for improvement in service delivery.
- Recruited, hired and trained personnel as needed for department growth.
- Analyzed resource levels, productivity and efficiency to maintain appropriate level of staff for service exceeding client expectations.
Senior Client Strategy Manager
Attentive
New York, NY
08.2021 - 08.2022
- Developed and implemented strategies to ensure client satisfaction with SMS and Email Automations.
- Designed and created SMS modal popups.
- Created marketing automations based on the customer journey to include Acquisition, Welcome Journeys, Cart and Browse Abandonment, Post Purchase engagement, Winback, and Continuity Programs, while orchestrating the right channel with the right message at the right time.
- Created customer personas utilizing segmentation.
- Consultative approach to upsell and cross sell additional campaigns, automations as well as new channels.
- Monitored progress of projects and reported results to senior management.
- Conducted research on competitors, pricing strategies, and industry changes.
- Portfolio Clients included: Dior, Chanel, Food52, Simon Malls,
- Reason for Leaving: Layoff
Director of Customer Success
Netcore Solutions
New York, NY
02.2021 - 08.2021
- Developed and implemented customer success strategies to improve customer retention rates.
- Conducted customer feedback surveys to identify areas of improvement in service delivery.
- Organized training sessions for staff on effective customer success practices.
- Developed quality assurance processes for ensuring successful onboarding of new customers.
- Developed email marketing campaigns to increase brand awareness and engagement in tandem with Technical Account Managers
- Monitored performance of email campaigns using analytics tools such as Google Analytics.
- Analyzed customer data and segmented target audiences for effective campaigns.
- Optimized click-through rates and open rates through A and B testing.
- Implemented automation strategies to improve customer retention rate.
- Coordinated with sales teams to ensure smooth transition from sales process to customer success activities.
- Monitored KPIs related to customer satisfaction, loyalty, retention, and usage metrics.
- Left for better opportunity at Attentive.
Senior Customer Success Manager
Emarsys
Indianapolis, IN
07.2019 - 11.2020
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Provided guidance on how to use the software product in order to maximize value from it.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
- Worked closely with marketing teams to create targeted campaigns aimed at increasing customer engagement levels.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Client Portfolio included: HydroFlask, Samsonite, Chinese Laundry, Nine West, Galls.
- Reason for Leaving: Acquired by SAP during 2020 and they released the Customer Success team (layoff).
Senior Account Manager
Listrak
Lititz, PA
01.2012 - 07.2019
- Identified opportunities for cross-selling products and services to existing customers.
- Managed key account relationships, ensuring customer loyalty and retention.
- Conducted regular meetings with clients to review performance metrics, progress, and future goals.
- Identified opportunities to improve email engagement, deliverability, conversion rates, data hygiene, and compliance to privacy and data laws.
- Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
- Provided ongoing training and support to junior team members on sales techniques and processes.
- Created customized reports for clients outlining performance metrics such as ROI and sales volume growth.
- Created marketing automations from simple threads to complex, multi-channel orchestration.
- Provided strategic, consultative guidance for optimizations of email marketing, design, orchestration, A/B split testing, Landing Pages, responsive design, offers, cross channel orchestration, personalization, behavioral based marketing.
- Client Portfolio included: VINCE, Stuart Weitzman, Oscar de la Renta, Volcom, Adrianna Pappel, Bluemercury, Norma Kamali, Brahmin Leather
- Left for a remote opportunity.
Education
Associate of Arts - Marketing
Kutztown University of Pennsylvania
Kutztown, PASkills
- Client Retention Strategies
- Email Campaign Management
- Meta Business Management
- Consultative Sales
- Resolution-oriented
- High Growth, SaaS Performance
- KPI Tracking
- Digital Marketing
- Sales strategy development
- Vendor Management
Timeline
Freelancer
Self Employed Web
03.2024 - 06.2024
Director of Client Services
Synapse
08.2022 - 03.2024
Senior Client Strategy Manager
Attentive
08.2021 - 08.2022
Director of Customer Success
Netcore Solutions
02.2021 - 08.2021
Senior Customer Success Manager
Emarsys
07.2019 - 11.2020
Senior Account Manager
Listrak
01.2012 - 07.2019
Associate of Arts - Marketing
Kutztown University of Pennsylvania
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