Joe Di Bacco

• Oversaw 2 separate strategic client migration initiatives which entailed onboarding 800+ clients
• Member of leadership team responsible for establishing a secondary client service delivery center of operation
• Led team through multiple organizational structure changes
• Collaborated with executive leadership to improve operational efficiencies within the organization by redesigning onboarding procedures to align with optimized revenue recognition practices
• Key Contributor working directly with senior leadership across multiple departments to overhaul Client Activation process

• Led Client Implementation function, comprising a team of local, offshore and remote client management and web development resources
• Oversaw the growth and development of Client Implementation team from 5 individuals to over 120 at its peak
• Partnered with senior leadership to create and execute an offshore diversification strategy which included the selection and onboarding of secondary offshore partner in Asia
• Implemented KPI reporting framework for tracking progress on key departmental initiatives

• Client account lead responsible to provide strategic direction and tactical support for web related initiatives as well as oversight of the annual maintenance and enhancement projects for OEM website ∙ Leadership role among inter-agency team responsible for designing and executing integrated marketing campaigns to support new product launches
• Managed annual client budget of $1M+, spanning multiple portfolios
• Devised and oversaw the implementation of a Social Media launch strategy across multiple platforms, including Facebook and Twitter

Clients: Infiniti Canada, Nissan Canada

• Hybrid role with responsibility for account and project management from strategy through to execution, including concept development and new business pitches, briefing process, budget management, ongoing project management and project delivery
• Managed the usability assessment, concept planning, design, development and implementation of multiple core user applications on Infiniti.ca and Nissan.ca including: Special Offer portal, Vehicle Configurator tool, Payment Estimator tool
• Led the expansion of Infiniti brand platform into mobile arena and oversaw the development of Infiniti mobile website (m.infiniti.ca) from initial concept planning and design, through to build and deployment ∙ Contributed to the development of NCI Corporate Social Responsibility campaign strategy, including management of integrated launch and communication plan and website design and development ∙ Oversaw annual vehicle web update cycle for Infiniti.ca
• Managed the complete rebuild of Nissan.ca, including technical upgrade and UI redesign

• Conducted an operational assessment to evaluate client’s business capabilities across field service organization, resulting in recommendations that contributed to a $30M reduction in operating expenses ∙ Designed, developed and implemented a test execution and defect tracking metrics package to support executive reporting as part of a corporate-wide HR system upgrade
• Worked directly with client Program Manager to manage the financials of a $200M Business Transformation Program, including preparation of analysis and reporting for sr. leadership team ∙ Worked closely with client and project leadership to develop a communications plan to address and manage key organizational change impacts associated with larger systems integration engagement ∙ Responsible for creation of consolidated monthly financial reporting, program margin analysis and contract management for numerous client engagements as part of a $35M Strategic Growth Program
• Led internal initiative to build a network of Communities of Practice in order to strengthen knowledge sharing and networking among colleagues