I oversee the end-to-end management of creative and marketing projects, ensuring smooth coordination across cross-functional teams and timely delivery of high-quality campaigns. I manage incoming requests through Workfront, strategically allocate resources, and maintain balanced workloads across the design studio.

Here are the 4 main areas I oversee:

Client Success
• Serve as a strategic partner and primary point of contact for clients, ensuring alignment between client goals, internal teams, and delivered outcomes
• Lead recurring client touchpoints to review performance, share insights, address challenges, and proactively identify opportunities for improvement
• Translate client objectives into clear, actionable creative briefs that align with brand standards, business goals, and success metrics
• Partner closely with creative and production teams to ensure brand consistency, accessibility (AODA compliance), and high-quality, on-time deliverables
• Proactively identify risks, gaps, or shifting client needs and drive solutions that strengthen relationships and increase long-term value
• Leverage client feedback and performance insights to optimize workflows, improve campaign effectiveness, and support continuous improvement

Marketing Project Management
• Coordinate cross-functional teams to ensure on-time production and seamlessexecution of marketing campaigns
• Develop and maintain detailed project workback schedules to manage timelines anddependencies
• Monitor project progress, identify risks, and implement solutions to keep deliverableson track
• Identify opportunities for process improvement and implement streamlined workflows

Studio Resource Management
• Manage creative job intake and production workflows through Workfront•Allocate studio resources and balance workloads across designers to maximizeefficiency
• Monitor the job queue to ensure optimal utilization and timely delivery
•Partner with creative leadership to support capacity planning and resourcing needs

Billing & Reporting
• Manage project budgets and track studio hours to ensure fiscal accountability
• Oversee invoicing processes and ensure accurate, timely billing
• Provide reporting on project status, resource utilization, and financial performance
• Support transparent and data-driven decision-making through consistent reporting

I led and supported a high-performing global Customer Success team, focusing on performance excellence, professional development, and operational efficiency. Through regular one-on-one coaching, continuous feedback, and clearly defined performance metrics, I ensured both individuals and the team consistently met SLAs and KPIs.

Team Leadership and People Management
• Managed, supported, and coached high-performing CS Analysts through regular one-on-one sessions and continuous feedback
• Oversaw team members’ work for quality and guideline compliance, ensuring SLAs and KPIs were consistently met
• Conducted team meetings to share best practices and reinforce expectations across local and global teams
• Assisted with the hiring process and onboarding of new team members across the global organization
• Managed time-off requests and the support shifts calendar to maintain 24/7 operational coverage
• Designed and executed team-building initiatives for a globally distributed team
• Supported the Director of Customer Operations and assumed management responsibilities as needed

Customer Success
• Built strong, trust-based relationships with customers by understanding their needs, identifying risks, and proactively driving successful outcomes
• Analyzed customer feedback and support trends to identify improvement opportunities, reduce friction points, and increase long-term customer satisfaction
• Delivered high-quality customer service, including handling inquiries, complaints, and manager-level escalations
• Guided customers through KYC and EDD verification with clarity and empathy, reducing friction while maintaining compliance and trust
• Designed and implemented scalable team processes to improve efficiency, consistency, and the overall customer journey
• Maintained and updated Customer Success documentation, including internal knowledge bases, public FAQs, Zendesk macros and triggers, and customer-facing templates

As one of the original members of Curious Beaver Inc., I supported the successful launch and growth of three apparel brands, Jed North, Curious Beaver, and JJ Malibu, within a three year period.

E commerce Operations
• Oversaw multiple online marketplaces, including Amazon US, Canada, and Europe, Shopify, eBay, and Etsy, managing listing creation, traffic and sales analysis, sponsored advertising, customer service workflows, policy compliance, and technical issue resolution
• Produced business intelligence reports covering website traffic, conversion rates, customer satisfaction, and sales performance to support data driven decisions
• Recruited and trained operations staff, ensuring smooth onboarding and consistent execution across teams
• Developed and implemented business processes and operational guidelines to improve efficiency and scalability
• Managed warehouse operations for three brands, overseeing a combined catalog of 500 plus products
• Analyzed inventory levels and planned stock allocations for Amazon FBA warehouses across the US, Canada, and Europe
• Researched emerging online marketplaces and developed strategies for future expansion
• Managed wholesale inquiries and facilitated offline sales with business clients
• Planned, developed, and executed digital marketing campaigns across Google, Facebook, Instagram, and email

Customer Service
• Supported the customer service team by handling inbound inquiries and escalated issues via phone, email, and live chat
• Recruited and trained customer service agents to maintain service quality during periods of growth
• Created and implemented customer facing store policies and service guidelines
• Implemented tools and applications to improve team efficiency and enhance the customer experience
• Designed scalable processes to support diverse business and customer needs
• Resolved customer complaints and escalations with a focus on retention and satisfaction
• Maintained and regularly updated FAQs and customer service policies