Judi Samuels

• Defined Bond's methodology for curating a unique combination of solutions and offers to support and guide clients and partners through the Customer Experience continuum.
• Worked with client leadership to develop solutions specifically targeting client business, customer experience and marketing goals.
• Analyzed client and consumer feedback, worked with multiple functional teams to adjust and course correct campaigns based on results.
• Led cross-functional teams to design and execute flawless plans and presentations for clients.
• Co-led and oversaw development and execution of complex lifecycle campaigns to achieve clients' engagement goals.
• Identified, contacted and cultivated relationships with existing and potential clients, bringing in $500,000 to $1M in new business annually.
• Implemented client program to maintain contact with decision-makers for assigned high-value accounts.

• Led and coached a team of about 10 professional experience designers in their pursuit of growth and development.
• Provided guidance and management to the team as client and partner work required learning solutions, customer experience solutions, and employee experience solutions.
• Positioned as a SME in terms of Customer and Employee Experience at Bond, and represented the CX Team in a number of business development presentations.
• Developed and delivered a series of CX-related marketing content pieces on behalf of Bond, and presented internally and externally on the topic.

• Developed several customer and employee experience solutions for brands including: Ford, CIBC, Melia Hotels International, Softchoice and others.
• Designed and defined Bond's approach to end-to-end customer and employee journey mapping, yielding granular views to program gaps and key insights for implementation strategies - including marketing strategies, loyalty strategies and learning strategies.
• Led the solution development for a unique digital consultation program designed specifically for automotive dealerships to provide support, guidance, strategy and coaching to dealers - driving to business performance.
• Co-lead of an award-winning customer experience program for Softchoice, which lifted NPS and achieved key business objectives.

• Designed and delivered key experience programs for several automotive brands including: Volvo, BMW, Mercedes-Benz, Acura, Honda, MINI, Subaru and others.
• Designed and delivered sales and product training - including immersive experiences and game mechanics - driving high retention and impact in sales and service teams.
• Designed and delivered immersive customer events showcasing vehicles and technologies in unique, memorable ways - leveraging social influence and driving immediate returns in-dealerships.
• Led IAE's experience business development and delivered 30%+ of the company's annual revenue.

In 2012, I established a successful solo enterprise delivering marketing and content consulting, digital marketing and social influence solutions for a variety of clients including:

• Fairmont Royal York (as Director, Marketing) - executing various social campaigns exceeding KPI and ROI measures
• Personal, political brands - enhancing personal and political brands for local MPs
• Travel agencies - driving engagement and social influence referrals
• Online Revealed - supporting in event delivery

• Create and execute a full corporate communications strategy & budget including advertising, editorial, online and offline content, partnership development and client events - internal & external.
• Create, maintain and nurture industry relationships, and position Maritz Canada as a leader in loyalty marketing. Secured cover story on Maritz's first annual Loyalty Report in Marketing Magazine.
• Lead and manage social media presence driving net new leads into the agency.
• Lead and manage brand development & communications including production assets, web development & content and internal & external communications vehicles, channels and tone.

• Develop marketing strategies to enhance CFIB visibility across Canada.
• Developed and launched a dedicated CFIB sub-brand for agricultural businesses across the country.
• Develop processes & tools to support strategy execution, and build marketing function.
• Lead and developed: Social Media Governance and Policy, Brand Standards and Policy.
• Consult on, and support regional marketing strategies; coaching and supporting development, budgeting, execution and results tracking.

• Creation, development and management of destination marketing campaigns.
• Representing the NCC on various committees across the Capital region.
• Sponsorship management for major nation-wide events.
• Partnership management of small business tourism operators Canada-wide.
• Identifying and prioritizing tourism trends, delivering insight, proposing product development and facilitating partnerships.
• Managing a budget of $54+M for Canada-wide tourism partnership and product development.