Quinnipiac University

New York University

Senior Director, Customer Success EMEA at Wunderkind (Formerly BounceX)

London, England, United Kingdom

Wunderkind (Formerly BounceX)

Senior Director, Customer Success EMEA

As Director of Customer Success, I manage, coach, and motivate a team of customer-facing leaders to build relationships, drive revenue results and secure renewals & expansions for our customers.

Director, Customer Success EMEA

- Managed $3m ARR, securing 100% Gross Client Renewal rate throughout my tenure as Senior Manager, Customer Success EMEA
-  Transferred from our NYC office to London, upon Wunderkind's (f.k.a. BounceX) expansion into the UK
-  Was one of the first two CSMs serving Wunderkind clients in the EMEA region
-  Oversaw strategy, performance and execution for some of the region's biggest clients: Kering Group [managing Saint Laurent]; and Luxottica Group [managing Ray-Ban & Oakley]

Senior Manager, Customer Success EMEA

- Managed $1.5m ARR, securing 100% Gross Client Renewal rate throughout my tenure as Customer Success Manager
-  Served as the strategic POC for some of the company's biggest partners, including Live Nation and Hugo Boss
-  Oversaw strategy and execution to align campaign strategy with clients' business goals and objectives
-  Led performance analysis to adequately communicate Wunderkind (f.k.a. BounceX) value to secure client renewals

Customer Success Manager

- Oversaw weekly execution of email campaigns from start to finish for more than 1000 boutique partners: planning, creative, tagging, targeting, set-up, and testing
-  Developed and built out email campaigns using HTML and CSS code through ESP Sailthru
-  Analyzed and reported on results of email campaign KPI’s including open rates and click-through rates on a weekly, monthly and annual basis, using Google Analytics, increasing B2B email marketing revenue by more than 500% from 2014 to 2015
-  Set up list segmentation to reach specific target audiences to improve personalization strategy
-  Executed ongoing A/B test and results analysis of email campaigns to make strategic improvements
-  Ensured all email campaigns follow a quality assurance process for accurate and on-time campaign delivery
-  Acquired new email addresses, and activate customers by developing a series of welcome emails
-  Monitored and maintain deliverability rate, unsubscribe rate and spam reports by implementing best email marketing practices to reduce email list churn rate

SHOPTIQUES

Senior Manager, Customer Success

- Cultivated high-level relationships to serve as a trusted advisor to existing boutiques
-  Trained participating boutique partners on how to use Shoptiques products and services
-  Strategically overcame objections and complaints to help boutiques succeed on the platform
-  Outlined strategies tailored to individual client needs to increase revenue
-  Provided support for existing accounts; troubleshooting tech issues and client concerns
-  Remediated participating boutiques’ issues via phone and email with quick response time
-  Organized weekly photo shoots, booking talent, and coordinating with clients for product selection

- Oversaw the creative development of graphic designers and UI developers ensuring the creative vision of the marketing team was captured
-  Developed conceptual positioning of email marketing campaigns and product landing pages in support of the brand image and to increase brand awareness online
-  Conducted A/B test execution and results analysis of marketing campaigns and made strategic recommendations to increase desired goals
-  Built consumer awareness and loyalty by writing press releases to highlight the organization’s charitable initiatives

Endurance International Group

Email Marketing Associate

- Assisted on editorial photo shoots with Allure's Creative Director and fashion photographer Mario Testino.
-  Assisted editors in creating story boards, selecting samples for photo shoots, and compiling expense reports.
-  Managed incoming and outgoing clothing and accessory samples for potential use in future photo shoots.
-  Trained incoming interns.

Danielle Auerbach