Chief Customer Officer (CCO) at Returnalyze (2026-03 – Present)
- Act as trusted strategic advisor to VP- and C-suite stakeholders at Fortune 500 retail brands, defining long-term technology roadmaps, program structures, and success metrics for AI-powered returns prevention.
- Bridge SaaS platform capabilities with customer business outcomes; translate complex product functionality into clear ROI narratives for executive and CFO audiences.
- Drive product roadmap influence through structured Voice of Customer advocacy — channeling enterprise client feedback directly into product development, resulting in capabilities including Product Cards, Custom Dashboards, and Action Tracking & Impact Measurement.
- Designed end-to-end onboarding and program delivery frameworks, reducing client time-to-value by 50%; built customer health monitoring systems to track KPIs and enable proactive intervention.
- Lead renewal negotiations, at-risk account strategy, and win-back programs for enterprise clients across complex multi-brand contract structures.
- Contribute to board- and investor-level communications by synthesizing customer insights, market trends, and competitive intelligence into strategic narrative.
- Speaker at eTail East 2024 & 2025 and sponsor/panel speaker at the 2023 Consumer Returns Conference.
VP, Customer Success at Returnalyze (2021-03 – 2026-03)
Key Accounts: Nike, Nordstrom, Abercrombie & Fitch, J.Crew, Costco, Brooks Running, Merrell, Neiman Marcus, American Eagle, GAP, Foot Locker, The North Face
Senior Client Account Director at Epsilon (2019-07 – 2021-03)
Key Accounts: Dell, PepsiCo CPG Brands, Tory Burch, Darden Restaurant Group, Helzberg Diamonds, Fullbeauty Brands, BJs Wholesale Club, Merck
- Served as strategic advisor and primary executive relationship owner for global enterprise brands including PepsiCo CPG, Dell, and Darden Restaurant Group — navigating complex organizational structures, internal politics, and multi-stakeholder alignment to drive program adoption and expansion.
- Led large-scale digital transformation engagements, consulting on CRM modernization, data strategy, and technology adoption across Fortune 500 brand and CPG accounts.
- Spearheaded a $6M+ strategic engagement pipeline; delivered 115% net revenue and 111% margin attainment in 2018 and 2019 — recognized as Dell's 'Go-to Fixer' for resolving entrenched program challenges.
- Defined KPIs, value realization frameworks, and executive reporting cadences across multi-million-dollar accounts; renewed an enterprise-level agreement for a 3-year term in 2020, driving 30% growth.
- Leveraged AI and machine learning to generate a 28% order increase and 10% revenue lift for a technology client; produced 2.9x higher revenue for a CPG retail client through data-driven personalization.
- Led 11+ direct reports; built a high-performing team culture through mentorship and leadership development — enabling two Account Director promotions.
- SME presenter on machine learning and enterprise CRM strategy at the 2019 Email Insider Summit, Park City, Utah.
Client Account Director at Epsilon (2016-04 – 2019-07)
Senior Account Manager at Epsilon (2014-05 – 2016-04)
Marketing Consultant at iKnowtion (2012-10 – 2014-05)
Consulting engagement supporting General Motors (Chevrolet, GMC, Buick, Cadillac): shaped strategic marketing plans, demand generation strategy, and fiscal planning across large-scale direct marketing programs.
- Applied customer segmentation, predictive analytical models, and value scoring to design targeting strategies; managed cross-functional program delivery across programming, analytics, and consulting resources.
Account Manager at Epsilon (2012-04 – 2012-10)
- Managed AstraZeneca brand accounts across CRM strategy, data analytics, and cross-functional team leadership; coached and mentored four account executives.
Account Manager at Zeta Interactive (formerly e-Dialog) (2010-01 – 2012-04)
- Owned client relationships, campaign KPIs, and SOWs; key relationship owner for Dell Latin America; mentored three direct reports.
Account Executive at Mercury Media (2008-06 – 2010-01)
Traffic Manager at Winsper Inc. (2007-07 – 2008-06)
