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More>Coco Panda
CRM marketing leader with 11+ years of experience building lifecycle, retention, and loyalty strategies for B2C and subscription businesses. Proven record leading cross-functional teams, scaling personalized email and SMS programs, and improving customer LTV through segmentation, testing, and automation. Combines strong commercial judgment with hands-on fluency in Salesforce Marketing Cloud, Braze, analytics, and CRM performance reporting.
Increased annual customer retention by 8.4 percentage points across a 4.2 million-member base through a multi-year lifecycle strategy redesign.
Expanded loyalty-member revenue contribution from 38% to 49% by introducing tier-based personalization and high-value win-back journeys.
Led CRM data governance and audience framework improvements that raised addressable first-party customer profiles by 27% within 12 months.
- Directed CRM strategy across email, SMS, push, and loyalty for a 4.2 million-customer portfolio, increasing repeat purchase rate by 18% in 18 months.
- Led a team of 9 marketers, analysts, and automation specialists, launching segmented lifecycle programs that lifted 90-day retention by 11% year over year.
- Partnered with product, data, and engineering teams to integrate behavioral triggers and first-party data models, improving personalized campaign conversion by 23%.
- Rebuilt contact governance and testing standards, reducing unsubscribe rate by 19% while increasing campaign-driven revenue by $8.6M annually.
- Presented executive CRM performance reviews tied to LTV, churn, and margin, securing budget for two new retention initiatives and additional headcount.
- Managed lifecycle and promotional CRM campaigns for email and mobile channels, driving a 21% increase in attributable revenue across two fiscal years.
- Built customer segmentation and automated journey framework using purchase behavior, engagement, and loyalty status, improving click-to-open rate by 17%.
- Launched reactivation and post-purchase nurture programs that reduced 12-month customer churn by 9% and improved second-order conversion by 14%.
- Collaborated with merchandising and analytics teams on offer strategy, reporting, and test design, helping raise average order value by 6%.
- Standardized campaign QA, KPI definitions, and reporting cadence, cutting deployment errors by 35% and improving stakeholder confidence in CRM forecasting.
Concentration in Marketing Analytics and Consumer Behavior.
Coco Panda
CRM marketing leader with 11+ years of experience building lifecycle, retention, and loyalty strategies for B2C and subscription businesses. Proven record leading cross-functional teams, scaling personalized email and SMS programs, and improving customer LTV through segmentation, testing, and automation. Combines strong commercial judgment with hands-on fluency in Salesforce Marketing Cloud, Braze, analytics, and CRM performance reporting.
Increased annual customer retention by 8.4 percentage points across a 4.2 million-member base through a multi-year lifecycle strategy redesign.
Expanded loyalty-member revenue contribution from 38% to 49% by introducing tier-based personalization and high-value win-back journeys.
Led CRM data governance and audience framework improvements that raised addressable first-party customer profiles by 27% within 12 months.
- Directed CRM strategy across email, SMS, push, and loyalty for a 4.2 million-customer portfolio, increasing repeat purchase rate by 18% in 18 months.
- Led a team of 9 marketers, analysts, and automation specialists, launching segmented lifecycle programs that lifted 90-day retention by 11% year over year.
- Partnered with product, data, and engineering teams to integrate behavioral triggers and first-party data models, improving personalized campaign conversion by 23%.
- Rebuilt contact governance and testing standards, reducing unsubscribe rate by 19% while increasing campaign-driven revenue by $8.6M annually.
- Presented executive CRM performance reviews tied to LTV, churn, and margin, securing budget for two new retention initiatives and additional headcount.
- Managed lifecycle and promotional CRM campaigns for email and mobile channels, driving a 21% increase in attributable revenue across two fiscal years.
- Built customer segmentation and automated journey framework using purchase behavior, engagement, and loyalty status, improving click-to-open rate by 17%.
- Launched reactivation and post-purchase nurture programs that reduced 12-month customer churn by 9% and improved second-order conversion by 14%.
- Collaborated with merchandising and analytics teams on offer strategy, reporting, and test design, helping raise average order value by 6%.
- Standardized campaign QA, KPI definitions, and reporting cadence, cutting deployment errors by 35% and improving stakeholder confidence in CRM forecasting.
Concentration in Marketing Analytics and Consumer Behavior.
