Senior Manager, Lead Management Consumer Segments
For wireless, cable and home security consumer segments, developed effective lead management strategies, processes, tools and programs across the online, telesales, retail and field channels to drive higher sales at lower acquisition costs. For Rogers integrated Epiphany CRM tool, managed the offer strategy across all inbound call centers.
Developed a lead management roadmap to optimize inbound and outbound contact strategies, tactics and offers across channels. In Phase I a lead database was built to track and pass lead opportunities across channels - generating an 11% increase in conversions. Improved offer targeting - increasing offer acceptance by 50%, and initiated the on-boarding of a marketing optimization tool to improve ROI.
Designed and implemented a lead nurturing online portal; enables Sales to email personalized content and online demos, manage requested follow-up and track conversions. Achieving a 300% increase in consumer engagement.
Launched first online Wireless Refer a Friend Program that encourages, rewards and tracks customer referrals through social media vehicles and word of mouth. Reaching targets in first quarter.