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Click here or scroll down to respond to this candidateCandidate's Name
Miami, FL PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLE SUMMARYAccomplished multi-disciplined Thought Leader with broad knowledge and experience in startups, B2B, Consumer, and Global Markets. Cross-functional strategist, insights and analytics expert, proven market researcher, product innovator, and transformational marketing leader, aptly manage multiple projects simultaneously and effectively by combining logical thinking, findings, and product knowledge to identify and recommend viable solutions. Recognized for boosting competitive footing, launching products, building brand awareness, increasing revenue, and growing market share. Proven results at top-tier companies Magic Leap, NZXT, Samsung, Citrix, and FedEx. Industry ExperienceAugmented Reality, MedTech, Gaming, Technology, SaaS, Telecommunications, Logistics, Insurance Leadership Strengths Go-To-Market Strategic Planning Consumer Insights & Analysis New product / start-up launch Quantitative & Qualitative Research Cross-Functional Partnering Market Research & Competitive Intelligence Crafting Narratives for Leadership, Board, & Investors Digital Marketing, Demand Gen & Campaign Strategies Building Teams & Coaching Top Talent Segmentation, CRM, Content Strategy, & Branding Technology Implementation Design Thinking Workshops Customer Experience & Journey Mapping Analytics, KPI Reporting & Data ModelingProfessional HighlightsMAGIC LEAP, INC. (augmented reality startup) 2021 2024 Sr. Director, Product Research, Analysis, and Go-To-Market Strategy, 2024 Director, Marketing Research & Sales Insights, 2022-2023 Director, Research & Insights (consultant), 2021-2022 Trusted business partner to executive leadership teams in product, marketing, brand, sales, finance, and business development by providing insights to influence strategic direction. Utilized research, trend analysis, market analysis, and product feedback to shape overarching enterprise go-to-market product, marketing, sales, and partnership strategies. Directed demand generation and nurture programs. Worked with Brand and vendors on asset development and thought leadership content to support AR education. Created the mechanism to measure success and set divisional KPI goals. Implemented an organization structure supporting research & insights, digital marketing, demand generation, SEO, and analytics. Selected and managed vendors & technology platforms. Hired and mentored a team in each functional area. Influenced the funding of $2 million paid media budget and launched first paid ads, search, social, and syndication campaigns. Implemented strategic marketing plans for focus industries (healthcare, manufacturing, AEC), launched educational programs, and created content development plans. Set KPIs and measured results. Increased marketing leads to 30% of won deals, website traffic up 150%, CRM contacts up 100%, brand awareness up 2 percentage points. Conducted research and analysis to inform leadership, marketing, sales, and product & engineering teams on strategic opportunity gaps in terms of product roadmap, target audience, AR/VR use cases, software solutions, and partnerships. Launched a series of new thought leadership content (videos, blogs, case studies, eBooks, infographics, and microsites) to support AR education targeting manufacturing, healthcare, AEC, retail, and enterprise audiences on top AR/VR use cases (visualization, training, remote assistant, collaboration, and simulation) and business value. Managed research vendors (Brand Health, rNPS, product & ad hoc) and analyst relations (IDC, Gartner, Forrester). Advised Sales and Business Development on enablement, go-to-market, co-marketing, MDF, and reseller models. Guided web team on UI/UX and content improvements. Implemented web reporting using GA4 and Looker Studio. NZXT, INC. (gaming hardware) 2021 2022Director, Research & InsightsImplemented a research & insights organization in a growing gaming hardware company. Managed a team of researchers and analysts that advise product, design (ID), marketing, and strategy teams. Conducted research for current and future products (gaming PCs, computer components, peripherals, and software). Spearheaded consumer insights, competitive intelligence, and market sizing modeling and analyses. Focused on improving product go-to-market strategies, product development, brand awareness, customer experience, and performance marketing effectiveness. Candidate's Name Page 2NZXT, INC. (PC gaming hardware) / Continued Built a research and insights function by hiring a diverse team of researchers and analysts. Skillset included qualitative/quantitative research (IDIs, user testing, UX, surveys), consumer insights, and data analysis. Implemented platforms to support research, visualization, and project management. Selected and managed vendors for larger research projects. Partnered with data engineering team to build a customer data warehouse. Educated stakeholders on the value of research and insights to drive innovation and product development, identify growth opportunities (product or geographic expansion), improve brand health, and increase customer satisfaction. Completed 35 research project that resulted in launching new products (BLD Kit, Foundation PC, Streaming Pro series), portfolio expansion into new product lines (keyboards, mice, headsets) slated for 2022/23, improved brand health, and identified current product pain points / feature enhancement recommendations. Modeled the gaming desktop, components, and peripheral market at a worldwide country level, used by Leadership to expand into direct-to-consumer markets geographically, used as baseline for AOP and sales forecasting, and utilized by product managers in product planning/expansion. SAMSUNG ELECTRONICS 2020 2021Researcher (freelancer)Research strategist on the Global UX Design Studio team, focused on future wearables and new consumer technology. Analyzed primary/secondary research, publications, internal data, and customer reviews to identify top use cases, consumer desires, and product innovation. Provided recommendations on future wearables and current gaps. Conducted research and engaged with designers to develop future product concepts, experiences, and enhancements. Moderated product ideation and design thinking workshops which produced a shortlist for 0-1 product projects. MAGIC LEAP, INC. 2019 2020Head of Market IntelligenceSupplied cross-functional teams with insights to drive strategic decisions, prioritization, and product positioning. Validated strategies on use cases, vertical focus, channels, and pipeline opportunities. Collaborated with Product teams on roadmap. Sized global AR/VR markets at $128 billion to create go-to-market strategies and prioritize focus on customer segments, sales channels, brand positioning, and target industries while increasing understanding of product use cases, competitors, global expansion, and barriers to entry influenced the pivot from consumer to enterprise. Leveraged internal business intelligence and external 3rd party research to present product opportunities and market strategies used in executive leadership, board of directors, and investor presentations. Combined multiple internal-external sources to create use cases by industry mappings to prioritize resources and support strategic business cases for healthcare, manufacturing, retail, LBX/Media/Entertainment, and AEC. Initiated Customer 360, a holistic customer view from pre-purchase to product usage, collaborating with data scientists and IT to build out anonymized data warehouse merging customer, financial, and telemetry datasets. Launched brand awareness, NPS/CSAT, and multiple product research studies, creating a baseline and informing. Implemented models and dashboards to track campaign performance and lead generation. Collaborated with Product teams on GTM and MRD documentation, product design, feature enhancements, and future product roadmap requirements. Engaged with Marketing on digital marketing strategy, performance, and measurement. CITRIX SYSTEMS, INC. 2015 2019Senior Manager, Customer Insights & Business Strategy, 2017-2019 Customer Loyalty Program Manager, 2015-2017Drove customer loyalty, shaped strategic decisions, and ideated on new products. Led focus groups, analyzed data, and provided insights to product and engineering leadership. Leveraged internal data, surveys, third-party research, and industry reports to identify trends for product innovation. Selected platforms, automated data feeds, and managed an analytics team. Facilitated online research panel of 5,500 customers-partners and built team to support the program. Managed company and product level Customer and Partner Loyalty Programs (NPS), improving results YoY. Analyzed over 40 research projects, presented findings, and worked with stakeholders on product enhancements, roadmap execution, and gap analysis. Improved customer experience, partner experience, and product satisfaction. Researched buyer trends, IT budgets, channel insights, future of work, digital transformation, emerging technologies(AI, cloud, IoT), competitor trends, and user experience to provide strategic insights to leadership. Candidate's Name Page 3CABLE & WIRELESS COMMUNICATIONS (CWC) 2014 2015Customer Analytics ManagerOwnership of customer experience analytics, including strategy creation, KPI development, journey mapping, and touchpoint measurement. Spearheaded campaign insights and ad hoc analyses to provide leadership strategic direction while measuring customer experience across all products (Mobile, Fixed Line, Broadband, Cable TV). Automated data collection and implemented Tableau together with Amazon Redshift which improved Contact Center analyses, resulting in 15% call volume reduction, $415K cost savings, and $200K incremental revenue. Launched transactional NPS/CSAT, First Contact Resolution, Welcome Call, and outage surveys to identify customer pain points, formalized a customer experience program, and collaborated cross-functionally to implement solutions. ASSURANT SOLUTIONS 2013 2014Online Customer Experience Manager (Mobility)Leveraged Google Analytics and Tableau to provide insights on customer and campaign activities for top cell phone providers: T-Mobile, Sprint, US Cellular, Telefonica, TIM. Collaborated with brand, web designers, legal, IT to drive online performance enhancements. Increased web traffic 20% and Electronic Consent eDocs campaign opt-in rates, while reducing expenses 75%. Implemented Google Analytics and Tableau to provide insights on customer and campaign activities. Initiated monthly cadence meeting with brand, web designers, legal, and IT teams to drive superior online experience. FEDEX EXPRESS - LATIN AMERICA & CARIBBEAN HEADQUARTERS 2006 2013 Customer Experience Strategy & Analysis Program Manager 2012 2013 Marketing Strategy & Analysis Project Manager 2006 2012 Identified product portfolio gaps, discovered market opportunities, and provided insights to leadership to drive future initiatives and strategy. Conducted customer focus groups and performed marketing research, identifying top opportunities. Designed Customer Experience Strategies and supported FedEx Global Customer Experience initiatives. Touchpoint satisfaction survey resulted in the launch of Quality Assurance Team to address critical service issues. Developed Go-To-Market Strategy model that identified drivers of market share gain and forecasted growth. Initiated annual GTM Strategy session with leadership which became an official yearly exercise. Created model that sized Latin American & Caribbean import/export air cargo market to identify market share and gaps. Supported strategic business cases that resulted in a domestic product launch in Mexico, acquisition of a Mexican delivery company, and integration of transportation company in Puerto Rico. Managed all Global and Divisional Engineering projects, including product development, business plan, aircraft capacity planning, operation process improvement, and vendor negotiations. Mentored and developed team of analysts to support projects and product launches. Other Relevant ExperienceFEDEX EXPRESS - LATIN AMERICA & CARIBBEAN HEADQUARTERS 2001 2006 Project Engineer Divisional Engineering / Financial Advisor Financial Planning & Analysis / Revenue Financial Analyst Education / TrainingMBA, International Business Florida International University, Miami, FL B.A., Business Administration Florida International University, Miami, FL Reinventing Your Business Strategy MIT Sloan Management (Executive Course), Cambridge, MA Net Promoter (NPS) Certification Satmetrix, Online Skills and LanguagesTechnical - Microsoft Office, Excel, Google Workspace, Google Analytics / Search Console / Tag Manager / Looker, Tableau, SQL, Databricks, Splunk, AWS Redshift, Business Objects, Birst, Alation, Salesforce, Hubspot, Klaviyo, Copper, Qualtrics, Surveymonkey, dScout, CustomerGauge, SPSS, Vision Critical/Alida, UserTesting, UsabilityHub, Lookback, Clarabridge, Semantria, Drift, Zendesk, Miro, JIRA, Asana, Visible Intelligence, Spredfast, Synthesio, Brandwatch, Sprout, Essbase, SAP, AnalyticaLanguages - French (fluent) and Spanish (conversational) |
