VIRGINIA THOMAS
Rockville Centre
Summary
Virginia is a Director of Customer Success and Project Management with over 13 years of extensive expertise in strategic operations and growth initiatives. She's proficient in leading teams and optimizing processes while driving operational excellence and ensuring high client satisfaction. She is passionate about orchestrating customer-centric improvements to propel business success and disrupt the traditional e-commerce landscape.
Overview
12
12
years of professional experience
Work History
Global Director of Customer Success
Obsess (acquired)
01.2021 - Current
- Ideate, optimize and execute strategic growth initiatives to scale the business operations team, primarily in the workflow from contract execution to store launch—increasing efficiency of output by over 150%
- Manage a team of up to 10 project managers, overseeing their progress, ensuring their projects stayed on budget and on time
- Establish relationships with C-level and senior leadership executives across Fortune 500 companies—presenting insights, providing recommendations and advising on immersive strategies
- Holds average of a 91% customer satisfaction store across 50+ customers and over 400 virtual experiences
- Managed the industry-first launch of Apple Vision Pro—delivering more apps for launch than any other developer
- Oversaw a successful acquisition to Infinite Reality—ensuring all current Obsess customers were properly transitioned and no deadlines were missed across the 30 active projects
Digital Project Manager
Ralph Lauren
01.2018 - 01.2021
- Collaborated with global and local marketing teams to ensure digital content aligns with the brand, marketing plan, product positioning and campaign; connect with appropriate stakeholders to obtain content and information required to initiate and progress projects
- Analyzed the consumer purchase journey, the role the website plays within the journey, and how to successfully leverage it to support overarching business objectives and drive sales
- Developed strategic roadmaps aligning the company's product launch and marketing activities to ensure robust digital support is provided throughout the year for multiple new product and seasonal campaign launches
Freelance Global Marketing & Production Manager
Tiffany & Co.
01.2017 - 01.2018
- Released final hires art for International Magazine/OOH/Duratrans
- Delivered eComm assets and upload all hires assets to in-house database
- Generated POs for advertising, collateral and retouching/code and approve invoices
Project Manager
Lafayette 148 NY
01.2016 - 01.2017
- Acted as liaison between Creatives Services and all other departments to ensure the timely execution of requests that align with brand strategy. This includes but is not limited to: training materials, mailers, lookbooks, advertisements, printed invitations, evites, retail handouts, posters, flyers, designer landing pages, digital banners, business cards, warehouse sale signage, and other marketing materials for the company
- Managed a team of freelance designers on wholesale creative projects such as seasonal promotions/contests for major department stores, flyers, posters, in-store handouts, evites, gifs, wardrobing tools, seasonal/monthly/weekly trend and all other product communications
Digital Coordinator
WME/IMG (now Endeavor)
01.2015 - 01.2016
- Researched advertising and editorial outlets that feature The Wall Group's talented artists. Source over 100 different magazines, websites, digital features, etc. on a weekly basis in order to build artist portfolios
- Updated talent's portfolios on a daily basis. Responsible for managing an accurate and detailed database for over 200 different artist portfolios for domestic and international talent. Prepare outgoing artist portfolios upon request
- Handled meetings in person and over the phone for newly signed artists. Evaluate talent's current career, and future career objectives, and how The Wall Group can help nurture the careers of each developing artist
Digital Advertising Coordinator
Ralph Lauren
01.2013 - 01.2015
- Assisted with the implementation of new Electronic Digital Asset Management (EDAM) system for Ralph Lauren Corporate in order to archive images from runway shows, all Ralph Lauren collection's, photo shoots, stock images, advertisement campaigns, and celebrity events
- Trained current and new employees in the Ralph Lauren Library on how to operate the system, and was the point person for ad hoc questions regarding EDAM; created step by step instructional manuals for employees in the Library to use when uploading stock items and inspirational imagery
- Entered approximately 5,000 new images a month, reviewing each digital file from recent events, adding codes and keywords for each image according to color, style, name, and contract stipulations regarding each image including those for both model and photographer
Education
B.A. - Cultural Anthropology, Art History, Women's Studies
Boston University
Boston, MAM.A. - Fashion and Textile Studies: History, Theory, Museum Practice
Fashion Institute of Technology
New York, NYSkills
- Project Management
- Team Leadership
- Digital Marketing
- Creative Operations
- Asset Management
- Quality Assurance
- Data Analysis
- Customer Engagement
- Market Research
- Strategic Planning
- Workflow Optimization
- Project tracking tools - Monday, Trello, Miro, Figma, Asana, Gitlab, Atlassian, Slack, Sketch, Microsoft full suite, Adobe and GSuite
Timeline
Global Director of Customer Success
Obsess (acquired)
01.2021 - Current
Digital Project Manager
Ralph Lauren
01.2018 - 01.2021
Freelance Global Marketing & Production Manager
Tiffany & Co.
01.2017 - 01.2018
Project Manager
Lafayette 148 NY
01.2016 - 01.2017
Digital Coordinator
WME/IMG (now Endeavor)
01.2015 - 01.2016
Digital Advertising Coordinator
Ralph Lauren
01.2013 - 01.2015
M.A. - Fashion and Textile Studies: History, Theory, Museum Practice
Fashion Institute of Technology
B.A. - Cultural Anthropology, Art History, Women's Studies
Boston University
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