Professional Summary
Award-winning Senior Digital Marketing Director with 20+ years of experience leading enterprise web strategy, performance marketing, and CRM transformation across global, healthcare, and energy organizations. Proven to deliver measurable growth through SEO, ADA compliance, automation, and cross-channel marketing that aligns sales, product, and customer experience. Expert in translating analytics into strategy to strengthen brand performance, visibility, and ROI.
Skills
Leadership & Staff Management
Building and guiding high-performing, cross-functional teams with a focus on growth, collaboration, and accountability.
Project & Program Management
Executing complex digital initiatives with precision, ensuring alignment, efficiency, and timely delivery.
Process Optimization
Streamlining operations and workflows to enhance scalability, reduce friction, and improve business outcomes.
Training & Performance Development
Creating learning frameworks and development plans that foster excellence and continuous improvement.
Digital Customer Experience (CX)
Designing seamless, self-serve experiences that improve satisfaction, retention, and digital adoption.
Web Accessibility (WCAG Compliance)
Implementing inclusive design standards to ensure compliance and accessibility for all users.
User Acceptance Testing (UAT)
Managing validation and QA processes to ensure readiness, usability, and user satisfaction.
Search Engine Optimization (SEO)
Enhancing visibility and organic performance through technical SEO, keyword strategy, and content optimization.
Paid Ads & Campaign Management
Developing and optimizing targeted ad strategies across Google, Meta, and other platforms to drive qualified leads and measurable ROI.
Email Marketing Campaigns
Planning, designing, and automating email campaigns that nurture relationships, increase engagement, and convert audiences.
Customer Relationship Management (CRM)
Implementing and managing CRM systems to streamline sales pipelines, improve customer retention, and support data-driven decision-making.
Technical Proficiencies
Digital Marketing & Social: Meta Ads Manager, Google Ads, LinkedIn Campaign Manager, Google Business Profile (GMB), SEMrush, Hootsuite, Sprout Social, Yext, Mailchimp, Constant Contact
Web Development & Analytics: WordPress, Sitecore, HTML, CSS, JavaScript, Yoast SEO, Google Analytics 4 (GA4), Google Tag Manager, Hotjar, Crazy Egg, Looker Studio
Comms, Reporting & Project Management: Adobe Creative Cloud, Microsoft 365, HubSpot, Salesforce Marketing Cloud, Optimizely, Monday.com, JIRA, Asana, Tableau, Power BI
Professional Experience
TriComm Creative
Support organizations across multiple industries, including legal, union, healthcare, and service sectors, by leading digital strategy, web development, and marketing campaigns focused on growth and lead generation.
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Develop and implement web, SEO, and lead generation strategies tailored to each client’s goals and KPIs.
Build and optimize websites across WordPress and custom CMS platforms, ensuring responsive design and ADA compliance.
Lead multi-channel marketing campaigns spanning Google Ads, Meta, LinkedIn, and email, optimizing for conversion and ROI.
Manage RFPs, stakeholder discovery, timelines, and deliverables to ensure quality execution and on-time results.
Serve as strategic advisor to business owners and marketing teams on digital transformation and brand growth.
Bentley Systems
As Director leading Bentley’s Global Web Experience team, I spearheaded a global web transformation, rebuilding Bentley.com, unifying 12+ global sites, and modernizing digital operations to drive measurable performance, accessibility, and revenue growth.
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Directed a complete rebuild of Bentley.com, improving SEO rankings by 100%+, achieving full ADA compliance, and reducing vendor reliance, saving $1M annually.
Launched A/B testing and usability programs across 300+ product lines, increasing conversion rates and quarterly digital revenue by $500K+.
Built and scaled the Global Web Experience Team from 5 to 25 FTEs under four strategic pillars: Strategy, UX, Operations, and Optimization, driving efficiency and governance.
Oversaw 12+ global properties, ensuring consistent brand, technical, and revenue performance across e-commerce and marketing sites.
Streamlined workflows to process 1,200+ stakeholder requests annually, improving delivery speed, alignment, and satisfaction.
Maimonides Medical Center
Directed a full-scale digital marketing transformation for one of New York’s largest healthcare systems, modernizing its digital presence, improving performance, and positioning Maimonides as a leader in healthcare marketing.
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Led the redesign and migration of Maimonides.org to an open-source CMS, improving site performance by 30%, boosting user satisfaction by 1.7 stars, and delivering $250K+ annual savings.
Designed and executed the digital marketing strategy for Virtual Urgent Care, achieving #1 Google ranking and generating 5,000+ new leads in 90 days.
Managed a $5M digital marketing budget and cross-functional vendor teams to deliver high-ROI integrated campaigns across SEO, SEM, social, and email.
Improved team productivity by 50% and operational efficiency by 25% through process optimization, cadence meetings, and new technologies.
Collaborated with executive leadership and service line heads to define the hospital’s digital roadmap, ensure brand alignment, and enhance visibility for Children’s Hospital and OBGYN divisions.
National Grid
Led enterprise-level digital initiatives across multiple business units, driving customer engagement, operational efficiency, and measurable satisfaction improvements.
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Directed a $2M annual digital portfolio and 18-member team, delivering major self-service and engagement initiatives for 8M+ monthly visitors.
Led the redesign and launch of National Grid’s U.S. content website, improving net satisfaction scores by 20+ points.
Enhanced digital self-service, enabling $1.7B in online payments, 1.5M paperless enrollments, and 650K outage reports annually.
Introduced customer live chat, generating 40K+ interactions within six months and deflecting 27% of calls with 90% satisfaction.
Streamlined internal workflows and fostered a culture of collaboration, innovation, and accountability.
National Grid
Directed the full design, development, and launch of the new National Grid US Website, leading 50 FTEs and delivering on time and within budget, resulting in measurable gains in user experience and engagement.
Acted as subject matter expert across all project phases, executing 2,500+ user acceptance test cases to ensure flawless alignment with business requirements and quality standards.
Improved operational efficiency by redesigning policies, refining protocols, and standardizing project lifecycle processes, reducing delivery timelines, and improving team productivity.
Collaborated with the VP of Customer Experience and senior stakeholders to translate strategic business needs into functional design requirements, ensuring the platform met organizational goals.
Established clear performance standards and cross-team workflows that enhanced communication, accountability, and overall project delivery success.
National Grid
Developed and executed customer advocacy strategies for the Customer Organization, identifying key satisfaction drivers that expanded business opportunities and strengthened client relationships.
Analyzed customer data across multiple touchpoints to uncover process inefficiencies, isolate performance gaps, and recommend targeted improvements.
Designed comprehensive customer journey maps that visualized business interactions, enabling cross-functional teams to optimize the end-to-end customer experience.
Established streamlined workflow management processes, improving operational efficiency and service delivery.
Assessed customer needs to uncover untapped opportunities and introduced new system channels that enhanced functionality and user satisfaction.
National Grid
Led the design and execution of qualitative and quantitative marketing research initiatives, enabling internal stakeholders to make data-driven business decisions that improved customer satisfaction and retention.
Championed the integration of Net Promoter Score (NPS) methodology into all customer surveys, creating a standardized metric for measuring loyalty and service performance.
Managed and delivered eight recurring research programs monthly (five regulated, three non-regulated), ensuring compliance, accuracy, and timely delivery of insights.
Translated complex data into actionable strategies by developing interactive digital dashboards and executive scorecards, influencing senior leadership decisions.
Advanced organizational objectives by embedding research-driven insights into product design and functionality, enhancing user experience and market competitiveness.
National Grid
Directed the design, maintenance, and technical support of the Customer Organization Infonet Site, improving accessibility and information flow for a global user base.
Served as a strategic partner to the Executive Team and Officers, delivering high-level analytical insights that informed key business decisions.
Led a $37M Corporate Integration finance project, aligning cross-functional teams to deliver on time and within budget while ensuring compliance with corporate objectives.
Provided global leadership and expert-level support for SharePoint 2003/2007 platforms, driving adoption, streamlining collaboration, and reducing system downtime.
Represented the Customer Organization on the Communication & Change Management (CCM) Team, leading change initiatives that increased stakeholder engagement and minimized operational disruption.
National Grid
Partnered with PMO Directors to lead strategic budget planning, process optimization, and training initiatives, driving improved operational efficiency across multiple programs.
Co-developed and implemented standardized project management processes and status reporting frameworks, enhancing project transparency and decision-making at the executive level.
Delivered global training and user support for PSR and SDP systems, increasing adoption rates and improving organizational alignment within the PMO.
Assisted in overseeing a $13M annual software maintenance budget for 2007–2008, ensuring cost control and strategic allocation of resources.
Built cross-functional relationships with senior leadership and business unit managers, enabling alignment of PMO objectives with enterprise-wide priorities.
Jamaica Hospital
Delivered technical and system support for 100% of facility staff, ensuring smooth daily operations across all departments.
Resolved 95% of networking and software issues on first contact, reducing downtime and boosting productivity.
Assisted application support teams in administering, installing, and training on client/server hardware, software, and network systems for 200+ users.
Supported deployment and configuration of network infrastructure, improving system reliability by 20%.
Conducted hands-on training sessions that increased employee proficiency with core applications by 30%.