Shanna A. Gray

As a multifaceted leader, I directed marketing professionals, executives, cross-functional teams, and agencies through the intricate marketing landscape of the financial industry, including advertising, digital marketing, loyalty programs, customer engagement, website development, digital delivery experiences, and product development.

• Spearheaded major company-wide and marketing initiatives, achieving 100% on-time completion, and driving year-over-year growth in acquisition, adoption, and retention
• Managed a $2.2M annual marketing budget, consistently delivering campaigns under budget while exceeding KPIs
• Developed and implemented customer loyalty and engagement strategies, resulting in a 20% increase in customer retention or a lifetime value of $2.2M
• Pioneered the company’s digital marketing strategy, social media strategy, public relations strategy, personalization and buyer behavior strategy, retention and engagement strategy, SEO and website strategy, content strategy, communication strategy, AI Policy, citation strategy, video strategy, podcast strategy, brand voice guidelines, and crisis communication strategy
• Executed a new customer feedback system, resulting in a 60% increase in actionable insights
• Led award-winning website implementations, boosting user engagement by 20% and improving organic search traffic by 73%
• Optimized marketing ROI by 25% through data-driven campaigns and analytics, reducing customer acquisition costs by 20%
• Increased social media engagement by 215% and press coverage by 60% through compelling content and strategic PR campaigns
• Implemented a customer feedback system, resulting in a 60% increase in actionable insights
• Managed multi-agency relationships and leveraged industry trends to tailor marketing efforts
• Ensure all marketing efforts comply with regulations and company policies
• Maintain a positive brand image by ensuring that at least 90% of PR coverage aligns with the company's messaging and values
• Increase the ROI of digital ad campaigns by 18% through better targeting, compelling ad creatives, and continuous performance optimization
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.

Developed communication strategies to help advance the Credit Union’s productivity and an overall unified professional appearance. Communication spokesman to the public providing a consistent and unified message that is in line with our strategic vision. As an internal and external delegator, I managed communication efforts to catalyze the impact the organization made on our members and community. Worked directly with the CEO and executive team to manage high-performance expectations. Served as a liaison to the Board of Directors. Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth. Led cross-functional teams to achieve project goals, fostering collaboration and innovation. Assisted in organizing and overseeing assignments to drive operational excellence.

Managed a diverse array of administrative tasks to enable the director to focus on higher-level responsibilities. Collaborated with other executive assistants within the organization to share best practices and streamline processes across departments. Maintained strict confidentiality while handling sensitive information, safeguarding company data and privacy concerns. Provided support during board meetings by preparing agendas, taking minutes, and distributing follow-up materials to attendees. Assisted in budget management, tracking expenses to maintain fiscal responsibility within the department. Liaised with internal and external stakeholders, fostering strong relationships between the director and key contacts. Contributed ideas during strategy sessions which led to improvements in overall efficiency of departmental processes. Handled escalated issues with professionalism and diplomacy, resolving conflicts swiftly while maintaining strong working relationships with all parties involved. Organized and coordinated conferences and monthly meetings.