Hired to build and lead a CEO driven initiative of understanding and engaging with our customers, what was built was a global 24/7 operation in Chicago, London and Singapore. Some of the services included real-time monitoring & customer engagement, content production, analytics and paid media activation.
Enabling digital delivery model and support for a complex franchise environment globally.
Launched Global Brand Hub to support us globally, digital hubs in U.S., London & Singapore; for digital services which enabled us to support all countries globally 24/7.
Increased Team size from 2 to 100+ in under a year, along with cost savings of over 2.5 million in agency alignment and improved staffing model.
Conducted Global Market Assessment to understand current status of digital maturity and developed accelerated deployment plan aligned to business objectives.
Global Social Tool Assessment and RFP and deployment of unified Social Management tool to all countries resulting in improved efficiency and over 3 million in cost savings.
Launched first ever SXSW activation, video below.
Launched the first ever global campaign, Sydney to Ho Chi Minh City, to Paris, London, Los Angeles and everything in between. 24 gifts of joy. In 24 cities. Over 24 hours. Which included all hub activation, extensive content production and distribution. (Video below)
Our in house content studio created real-time, campaign and evergreen content to ensure global alignment to our corporate and brand narrative which was then distributed to regional hubs and owner/operators.
Deployed Command Center Screens in all Global Offices along with countries. Which compiles terabytes of relevant and complex customer data, social and digital data into easy-to-understand visuals to make real-time decisions.
Created forums with senior leaders including the CEO to understand data which ultimately change business decisions including the launch of all-day-breakfast which we responded to thousands of old customers asking for breakfast on the launch.