INTUIT - TURBOTAX

Senior Marketing Manager

2021 - Present

Lead a team of marketers to develop personalized experiences for the TurboTax customer journey through marketing automation of email, mobile and in-product notifications in support of marketing program goals. I combine technology and creative marketing to make transformative ideas come to life. Create a comprehensive content calendar and develop campaigns that inspire and educate our customers throughout the tax season lifecycle while sharing our message of powering prosperity. I am responsible for managing and owning the CRM strategy and activation plan that drives customer onboarding, retention, intervention, and lifetime value while building memorable filing experiences for both new and returning customers.

Re-imagined a customer-centric foundational structure to the customer journey by setting a baseline experience and creating 1 and 3-year goals with iterations that can flex to accommodate short and long term business needs.
Develop strategic plans for customer segmentation to enhance and improve retention, engagement and win-back challenges.
Increased customer engagement by 23% through innovative cross-channel content plans
Improved speed-to-market by onboarding and implementing new technologies (Movable Ink and Stensul) while up-leveling the team’s skillset, which led to reduced production time and cost-saving email coding and development.
Lead a cross-functional team of marketers, analysts, data engineers, and operations technicians in the development and execution of E2E process and procedure documents.
Work in collaboration with company-wide teams to develop consistent brand storytelling and product recommendations that improves customer delight while increasing business KPIs.
Thought Leader - Share best practices and innovative programs at conferences on the topic of personalization at scale, email innovation, and data integration across platforms.