CLIENT : Verizon Wireless
PROJECT: Verizon Wireless eCRM programs: Add A Line, Pricing, Upgrade, Prepaid, Weekly Accessory, RevGen, Legal, B2B, Automated, Holiday, Rebrand and Continuous Optimization.
YEAR: 2014 - 2020
MY ROLE: Associate Program Director, Senior Project Manager
Led a team of project managers with a total of 20-30 technical resources in the delivery of 300+ email campaigns annually for Verizon Wireless eCRM, the agency’s flagship account. Managed direct reports and cross-functional relationships with design, content, strategy, data, development, QA, analytics, and account management. Developed annual budget allocation across 11 lines of business and prepared key points for client monthly business reviews.
Customized our JIRA workstream through an iterative process to include critical information from WBS to more efficiently manage the full life cycle of enterprise email campaigns, from concept through development and launch. Success led to agency-wide roll out and adoption of our JIRA instance.
Collaborated with internal team and client stakeholders to navigate through roadblocks of Adobe Campaign migration from Oracle Responsys.
To improve transparency, I created a Kanban board used by +30 people including the account team, stakeholders, development team, and client marketing managers. Developed program level status documents giving the team and stakeholders updates about the current projects, and also a view into the upcoming development team queue.
Had daily standup meetings, clarified scope, implemented changes, prioritized deliverables, got client acceptance, monitored status for performance and budget, submitted monthly forecasting and percent complete reports.
To mitigate resource burnout, I developed a system to monitor resource capacity and utilization during the periods of heavy workload during new device launches and holidays.
RESULTS:
Near flawless execution of 300+ email campaigns annually
Comprehensive JIRA workflow scalable across agency accounts
Facilitated team access to the CRM JIRA instance and coached individuals in JIRA workflow processes
Standardized change management process with sister and agencies and client
Reduced production timelines by 20-30%
Improved resource utilization by 20-25%
Deployed first successful email programs in Adobe Campaign
Kanban board for increased transparency and client accountability
Grew annual budget by 30%
Consumer Email Campaigns
Our team executed 300+ email campaigns annually of varying cadence frequency: Daily, Weekly, Monthly, Ad Hoc, Automated and Triggered
Launched Disney+ promotion across all holiday consumer email programs making it Verizon’s second most successful promotion ever as of year-end 2019.
