STEPHANIE L. COFFIN
Winchester,MA
Summary
Highly organized and detail-oriented professional with a strong background in logistical coordination, process efficiencies and vendor relationships. Following an intentional 8-year career sabbatical dedicated to family management I am re-entering the workforce and eager to leverage my skills in writing, scheduling, and multi-tasking to streamline operations for a small business.
Overview
13
13
years of professional experience
Work History
Customer Marketing Manager, Small & Medium Business
Iron Mountain
Boston, MA
04.2015 - 01.2018
- Led development and execution of SMB customer email campaigns aligned with brand awareness, lead generation, pipeline acceleration, and cross-sell goals.
- Developed targeted customer marketing campaigns for Iron Mountain records management solutions, driving brand awareness.
- Grew an online advocacy community for small and medium business customers, fostering engagement.
- Launched a customer referral program to enhance participation within the online community.
- Contributed to customer content development, enhancing loyalty and retention.
- Analyzed engagement reports and campaign analytics to guide email optimization.
- Collaborated across functions to create centralized automation process for marketing communications across customer segments.
Associate Program Manager, Email Marketing
Liberty Mutual Insurance
Boston, MA
01.2006 - 04.2015
- Led project teams and collaborated cross functionally with other departments to plan, develop, execute, and measure customer email campaigns in support of core business objectives of persistence, retention, and adoption of benefits and services
- Managed development of strategy, creative, data processing, production, and scheduling with external and internal agencies to enhance campaign execution
- Created test plans to optimize customer email programs, improving engagement and performance metrics
- Established operational processes and guidelines to streamline customer email efforts and enhance response rates
- Partnered with Marketing Analytics to define customer email KPIs and measures of success
- Used campaign results to strategize marketing calendars for future email and integrated campaign testing
- Collaborated with eCommerce team to drive awareness and adoption of online self-service customer tools and applications
- Assisted in the development of customer landing pages for email campaigns
Associate Program Manager, Customer Communications
Liberty Mutual Insurance
Boston, MA
01.2011 - 05.2014
- Implemented successful campaign strategies based on research and competitive review for all Customer Marketing campaigns to support retention goals
- Analyzed campaign performance of all direct mail and email programs and expense ratios to provide appropriate strategic and tactical recommendations
- Established operational processes and guidelines to enhance efficiency and effectiveness of customer marketing campaigns
- Implemented responsive design email format with Campaign Management Email Marketing team, optimizing for mobile, tablet, and desktop
- Managed and implemented marketing initiatives within a cross-functional team to reduce expenses.
- Completed projects on time and within budget while maintaining quality standards and aligning with call center capacity
- Led RFP for new partner to execute periodic customer publication
Direct Marketing Specialist, Direct Marketing
Liberty Mutual Insurance
Boston, MA
02.2008 - 03.2010
- Monitored and analyzed data from large partnership direct mail campaigns to identify effective creative strategies and enhance response rates
- Administered creative process from initial copy to print production for direct mail tests and ad launches, ensuring alignment with campaign goals
- Oversaw and executed all processes related to the production and quality of monthly direct mail campaigns for large partnership groups within Affinity Marketing
- Managed account teams within external agencies and vendors, along with tasks such as data processing, creative agencies, and letter shops, to create production schedules and ensure successful production and cost efficiency for direct mail campaigns
- Presented response data and creative testing results during annual client meetings, contributing to strategic discussions and decision-making
Direct Marketing Associate, Direct Marketing
Liberty Mutual Insurance
Boston, MA
01.2006 - 02.2008
- Led initiative to integrate Liberty Mutual's new brand campaign into direct marketing materials, enhancing brand consistency and audience engagement.
- Managed production and quality processes for direct mail cycles serving 115 affinity groups monthly, ensuring timely delivery and adherence to brand standards.
- Communicated with internal departments including the Account Relations Associates to ensure direct marketing activities were executed on schedule and without error
- Revised final proofs for quality, correcting inaccuracies to ensure accuracy and compliance with project specifications.
Programs Associate
The Medical Foundation
Boston, MA
10.2004 - 01.2006
- Supported three programs within public health non-profit, focusing on youth work and health communications to advance community health initiatives.
- Coordinated grant support activities for medical foundation program teams.
- Prepared reports for leadership and healthcare stakeholders.
- Developed PowerPoint presentations for various projects and managed Excel reports on orders from Health Promotion Clearinghouse, tracking quantity and status to ensure timely fulfillment.
- Maintained donor and program records in foundation databases.
Education
Bachelor of Arts - English
Williams College
Williamstown, MA01-2004
Skills
- Email marketing management
- Marketing automation
- Campaign analytics
- Lifecycle marketing
- Customer segmentation
- Creative Suite
Timeline
Customer Marketing Manager, Small & Medium Business
Iron Mountain
04.2015 - 01.2018
Associate Program Manager, Customer Communications
Liberty Mutual Insurance
01.2011 - 05.2014
Direct Marketing Specialist, Direct Marketing
Liberty Mutual Insurance
02.2008 - 03.2010
Associate Program Manager, Email Marketing
Liberty Mutual Insurance
01.2006 - 04.2015
Direct Marketing Associate, Direct Marketing
Liberty Mutual Insurance
01.2006 - 02.2008
Programs Associate
The Medical Foundation
10.2004 - 01.2006
Bachelor of Arts - English
Williams College