Director, Marketing Operations
TIAA | Charlotte, NC | August 2014 – Present
- Lead design of complex digital, multi-system environments including management of production, testing, and development phases for TIAA’s industry-leading investment research web pages and digital portfolio: B2B/C website (1MM+ unique visits/yr.)
- Tapped by senior management for a digital initiative to increase customer satisfaction and confidence in fund performance marketing web pages. TIAA now #1 in Dalbar annual rankings for planned participant websites
- Leverage competitive intelligence and research to gauge audience receptivity, approach to market, including test and learn rollouts, and product roadmaps
- Created and implemented multi-system environments to automate publishing of complex data to plan for programmatic growth: from 2,000 to 14,000+ web pages
- Head a team of six responsible for strategy adoption, execution and oversight of center-of-excellence operations, fostering a professional development environment that boosted team productivity by 30%
- Develop short and long-term strategic execution plans to drive continued innovation utilizing continuous improvement and development lifecycles (CI/CD)
- Partner closely with Digital and MarTech teams to develop cross-enterprise workflow and engagement models, and to develop data-driven analytics and reporting
- Manage multiple million-dollar contracts with SaaS and other technology vendors ($5MM+) including contract negotiation, relationships, and reporting
- Measure, monitor, and communicate project status, operations costs, resources, and risk to executive level leaders: Adobe Workfront enterprise software
Senior Manager, Digital Media
Broadridge Financial Solutions | Owings Mills, MD | June 2012 – July 2014
- Deep understanding of marketing technology and process improvement increased successful completion rate of digital platform projects for large top-tier banking and financial clients by 30% while also boosting quality standards and offering new product marketing options
- Courted accounts requiring above average attention, restoring confidence in Broadridge product marketing solutions, securing long-term financial commitments while maintaining industry reputation
- Gained reputation for getting things done and being able to maneuver organizational obstacles, increasing client satisfaction by 25%
Assistant Director, Digital Experience
ASCO | Alexandria, VA | January 2011 – June 2012
- Transformed legacy marketing delivery into MarTech options including websites, mobile platforms, and other digital media, diversifying product offerings three-fold
- Managed software vendors and internal information technology to create, implement, coordinate, and test website and other digital media products including A/B testing and UAT: ($1MM)
- Led a staff of ten designers, editors, and production staff through rapid prototyping, iterative development, and frequent user feedback
ericmfranzen.com 