Tanisha Warner-Smith
Marketing & Communications Professional
Content Marketing, SEO, Website Maintenance, Email Marketing, Social Media Advertising
Woodland Hills (91367) United States (California)
Professional Status
Freelancer
Available
About Me
A professional, educated, and skilled public relations and communications professional with a B.S degree in communications, an M.S degree in Internet marketing, and more than 15 years of experience managing and executing internal and external communications and digital media campaigns and strategies. Recent results include a 30% increase in organic search traffic, 69% boost in highly targeted Facebook referrals, and 30% increase in customer satisfaction.
Marketing and Communications Program Manager
Money Management International
November 2012
to February 2014
Full-time
Sugar Land
United States
- Serves as the strategic partner and customer advocate for customer facing operational business areas by planning, executing, and managing multiple project initiatives that create and sustain comprehensive solutions and world-class member experiences.
- Provides leadership and effective collaboration through project management for all active retention marketing and communications focused initiatives, while ensuring the on-time delivery and orderly flow of each project from effective planning and discovery to successful execution and validation.
- Served as the domain expert for communications and media relations strategies by collaborating effectively with business unit stakeholders to determine internal communications needs.
- Responsible for managing all external media relations activities including building and nurturing relationships among members of the media, while training and developing corporate spokespeople.
Detailed Description
- Primary Responsibilities:
Serves as the strategic partner and customer advocate for Support Services:
• Monitors and investigates customer feedback and customer service metrics.
• Works with various business unit stakeholders to identify performance issues, process improvement opportunities and new initiatives focused on customer retention.
• Continuously works to improve efficiencies and customer experience by implementing strategic communications programs, web content strategies and retention focused policies and procedures.
• Serves as the ‘Support client experience expert’ from a marketing perspective, including web content mapping, online account management optimization, etc.
• Ensures all customer-facing content supports an optimized customer experience.
• Keeps up to date with industry trends, both within the credit counseling and personal finance space, as well as within areas focused on content strategy, engagement marketing, and traditional and social media.
• Works with digital coordinator and analytics lead to facilitate retention focused multivariate and A/B test initial plans, the results and performance analysis.
• Collaborates with the experience director and marketing domain experts, including content specialist, design lead, analytics lead, and/or digital coordinator to develop and execute customer centric projects and/or campaigns.
• Facilitates strategic and annual planning, management, and execution of marketing priorities (online and offline) and coordinate with key internal business units and external partners as required. Prepare, implement, and deliver presentations as necessary.
Maintain and optimize all active retention marketing initiatives ensures the on time, orderly flow of all projects from initiation to release, through responsible project delivery execution.
• Meets with cross-departmental teams to identify and manage inbound and outbound requirements for retention-focused projects.
• Plans and facilitates team meetings, working sessions and supporting communications.
• Communicates project status, requirements, acceptance, and validation with project team and other relevant business unit stakeholders.
• Sets expectations upward and outward to the greater project community: gets status reports out, forges relationships, and shields the team from outside obstacles and distractions.
• Stays abreast of customer web issues and opportunities, while working with internal and external web teams to scope, prototype, and execute lean web projects and sprints using an agile methodology.
• Works with Analytics Lead to monitor and validate performance trends..
Additional Responsibilities:
Serve as the domain expert for communications and media relations strategies:
• Collaborates effectively with business unit stakeholders to determine internal communication needs and to stay informed of new activities that may require communication support.
• Serve as a member of the Reputation Management Team as the PR and media relations domain expert tasked with executing and managing effective internal and external communication strategies focused on managing the organization’s reputation.
• Manage corporate media communications by maintaining a close working relationship with local and national spokespeople, serve as a point of contact for media inquiries, and counsel MMI’s media team, including spokespeople, bloggers, social media contributors and moderators, on media relations best practices, key messages, policies and procedures.
Serve as a valuable and active member of the marketing and MMI team:
• Seek to identify opportunities for improvements and make constructive suggestions for changes.
• Responds to requests from senior management in a timely manner and work on special projects, as assigned.
• Supports and complies with all company policies, procedures, guidelines, and ethical standards. Maintains the highest standards of confidentiality and complies with all policies and procedures to protect client’s privacy, MMI’s propriety information and the privacy of MMI’s employee information.
• Represents MMI professionally and effectively by living out our mission, vision, and guiding principles.
• Responsible for customer satisfaction through expression of caring in words and actions with every person with whom we come in contact.
