Resume

Profile

Motivated multilingual professional with proven success in international business, community relations, coalition building , brand strategy and instruction. Noted for strong interpersonal and public speaking skills use of technology and infectious enthusiasm.

Objective

Seeking to secure a challenging new role within the consumer product industry with the goal of taking advantage of emerging technologies to enhance the customer experience and bringing this new experience to growing markets.

Customer Experience Lead Scoring Behavior and motivation analysis Digital Communications Event organization

Customer Relations Journey development Digital strategies Social Media Management and analysis Brand development

Career Summary

2020 - Present Head of Customer Experience, Wunderman Thompson Japan

2018 - 2020 Senior Strategist, Wunderman Thompson Japan

2017 - 2018 Leader, Global Expansion Digital and Brand Development , Oak Lawn Marketing

• Develop strategies for creating brand recognition for the Shop Japan brand in potential markets in South East Asia.
• Initiated relationships and negotiated contracts with 12 potential logistic, retail, digital, television, and call center partners for expansion into South East Asia, focusing on Vietnam.
• Led a multi-national group effort to produce a business plan to launch the Shop Japan Brand in Vietnam, built on a lean omni-channel marketing scheme resulting in an initial 3 month revenue forecast beyond original forecasts.
• Supported China operations through developing a Weibo/WeChat strategy and initiated partnerships to assist in implementation.
• Consulted on Digital Marketing for our Philippine operations, resulting in a growth from 1000 to 37,000 fans in 1 year.
• Monitored social engagement by local Philippine staff to ensure quality assurance in response and follow-up to improve the overall customer experience and increase Facebook order conversions.
• Project managed the development of a new e-commerce website for Shop Japan Philippines which resulted in a 720% increase in direct online sales upon launch.
• Managed Shop Japan’s promotion and media presence in the Philippines across all media touch points.
• Developed O2O and co-branding strategies, plans and tactics for new product introductions and brand growth in the Philippines.
• Maintained division budget and completed monthly analyses toward developing division action plans to meet both monthly and annual sales goals.
• Analyzed call center scripts, broadcasted infomercials and digital campaigns to determine effectiveness and understand customer profiles to recommend edits or future test parameters.

2015 - 2017
Leader, Digital Brand Strategist, Oak Lawn Marketing

• Determined effective strategic of social media content for blogs, Facebook, Twitter, Instagram and YouTube.
• Analyzed data from both traditional and digital media to determine customer profiles and user behaviors to refine omni-channel marketing strategies for the master brand and individual product brands.
• Applied short and long-term digital inbound marketing strategies to grow Facebook fan base from 5000 to 52,000 with a 3.5% engagement rate and Twitter from 300 to 40,000 with a 2% engagement rate.
• Developed initial internal methodology for YouTube SEO management resulting in a 70% increase in 1st page results.
• Collaborated regularly on content production and direction of weekly and monthly content.
• Directed new original online video content production including story board to post production and analysis.
• Implemented an omni-channel project across divisions to connect traditional TV and paper media to social media, email and other digital media through “cross touchpoint” linking and an integrated marketing calendar.
• Conducted O2O promotions through social media to drive customers from live promotional events and retail stores to online media as well as promote offline events using online promotional media.
• Managed direction of content created for South East Asian social media expansion.
• Combined local and global marketing trends for promoting and positioning the brand.
• Coordinated the first customer appreciation event for 66 loyal customers.
• Negotiated with local design and advertising agencies for content production and promotional campaigns.

2013 - 2015
Staff, Brand Strategist, Oak Lawn Marketing

• Managed communications and planning with external consultants related to Shop Japan rebranding.
• Oversaw development of new branded television package from concept to delivery.
• Analyzed customer feedback from various touch points to propose operational and experience improvements.
• Developed a core strategy for a brand character to project the brand and create approachability.
• Led team of branding consultants and an internal team to unify the Shop Japan brand with its sister brands Exabody and Hills Diet. 
• Developed a new tagline, refined logos, end tags for spot videos, new infomercial package, and a curriculum for internal brand education for 400 full and part-time staff.
• Maintained budgets and schedules for items created and negotiated with partners to optimize cost performance on items produced.
• Implemented the initial social media operational methodologies including content production, posting, cross channel data gathering, analyzing, and reporting.

Professional Development

• Online Video Production
• Wharton School Introduction to Marketing (Corsera)
• Japan Marketing Expansion Competition (Pearsons certified)
• Blogging and content marketing
• Local and global Social Media Trends
• Inbound Marketing Strategy
• Brand promotion in Japan

2009 - 2013 Foreign Staff Manager, Nakatsugawa Board of Education

• Provided recommendations for ¥40,000,000 in contracts.
• Developed more efficient methods of staff placement and deployment.
• Conduct background research on organizations competing for government contracts.
• Direct daily affairs and evaluated performance of foreign national language teachers instructing in 33 schools in Nakatsugawa city.
• Reviewed compulsory education foreign language policy’s relationship to the community.
• Conducted education and policy training for both foreign nationals and Japanese teachers.
• Implemented a comprehensive employment contract for directly hired foreign nationals.
• Established criteria and methods for searching out desired direct hire foreign national language instructors.
• Advised foreign staff on career development, opportunities and skill building.
• Development of technical and non-technical resources for improving teaching skills and the learning environment.
• Improved oversight and continuing management of ALT system, resulting in improved efficiencies and reduction of risk.

2003 - 2009 Coordinator, International Relations, Kashimo, Gifu, Japan

• Chaired committee establishing a mission statement, committee structure and core activities and goals.
• Worked with local government offices, organizations and business groups to organize events to promote cultural understanding.
• Coordinated opportunities for connecting global with local organizations
• Developed and implemented programming for Quebec youth during the 2004 Quebec-Japan Cultural Exposition.
• Acted as executive coordinator for the 2005 Quebec-Japan Cultural Exposition.
• Assisted with coordination and promotion of a special musical performance by a Quebecois Jazz group, “Jazz Faction” at the Canadian pavilion during the Aichi World Exposition and at Meijiza Theater in Kashimo.

Education

Japan Marketing Expansion Competition Certificate in Business Planning, 2016

University of Pennsylvania Coursera on Branding and Marketing Certificate in Introduction to Branding and Marketing, 2015

Oxford University Press/David English House, Nagoya, Japan Certificate in Teaching English to Japanese Speakers, 2005

Hamline University, St. Paul Minnesota Bachelor of Arts Degree. 2000

University of Electric Power, Changsha China Study Abroad Program 1998 Focus on Modern Chinese Culture and Economics

Center for Language Studies, Beloit College Summer Intensive Chinese Language Program 1996 Certificate in Level 2 Chinese

Key Skills

• Adobe Analytics, Google Analytics, Google Ad Manager, DMPs, CDPs, Microsoft Office, Microsoft Publisher, Adobe Photoshop, Adobe Premier, Adobe Illustrator, Keynote, Pages, Numbers, Final Cut, Facebook Ad manager

Other Details

Language:	American English - Native Language  Japanese - Fluent - Level 2 proficiency (2006) Can read Newspapers, contracts and communicate via email French - Conversational  Mandarin Chinese - Conversational
Organizations Interests:	American Chamber of Commerce Chubu (2007-2014),  American Chamber of Commerce Chubu Living in Chubu Committee - Secretary (2014),  American Chamber of Commerce Tokyo (2014-),  Japan Marketing Expansion Competition Alumni Association Board – Events Coordinator (2017) Music composition,  video editing,  soccer,  cooking,  drumming & taiko,  writing,  exploring foreign cultures

References are available on request