Sarah Bloomer
Toronto,Canada
Summary
Dynamic and entrepreneurial Senior Portfolio Manager at PC Financial & Services with a proven track record in strategic partnership management and customer experience optimization. Spearheaded initiatives that drove a 10% increase in multi-sales and streamlined operations, showcasing strong leadership and project management skills to enhance team performance and deliver impactful results.
Overview
16
16
years of professional experience
Work History
Senior Portfolio Manager, PC Insurance
PC Financial & Services
Toronto, Canada
05.2023 - Current
- Oversaw all aspects of PC Insurance portfolio management including growth and base management.
- Managed day to day performance of the PC Insurance Portfolio, implementing an up-selling program that increased multi-sales by 10%.
- Supported the Senior Director in a major business transformation project, including support on strategy, creation of RFI, contracts, and creating executive-level decks.
- Orchestrated successful implementation of a major data lake initiative.
- Cut overall expenditures by optimizing marketing campaigns in owned channels.
- Manage the team members who support PC Insurance; mentor, guide, and share knowledge across the team.
- Directed product roadmap to align with strategic vision across data, design, digital, engineering and marketing.
- Maintained relationships with brokers by providing updates on their portfolios' performance and addressing any concerns they may have.
- Conducted comprehensive market research to inform investment strategies and portfolio decisions.
Senior Manager,Outcome Teams and Projects, Customer Experience
PC Financial
Toronto, Canada
07.2022 - 05.2023
- Played a central role in aligning strategic initiatives with customer support objectives at PC Financial.
- Ensured that customer experience principles are considered in the design solutions to reduce operational expenses and customer friction when launched.
- Consolidated all known customer and service agent friction into a single source, and drove a 10% reduction of issues.
- Led the complex transformational project that simplified customer card activation to reduce operational expenses and drive early activation rates.
- Created business cases to ensure our initiatives get prioritized in stakeholder roadmaps.
- Created detailed reports on project progress for senior management review.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Coordinated with marketing to refine branding and promotional strategies.
Senior Manager, Business Performance, Customer Experience
PC Financial
Toronto, Canada
08.2020 - 07.2022
- Ensured alignment for the customer experience roadmap through proactive relationship management with key stakeholders and vendors.
- Played a key role in launching Bill C86 initiative with compliance, focusing on creating a complaints handling process and ensuring operational readiness for launch.
- Addressed and resolved in-market customer incidents. Then, identified improvements to our operational processes to mitigate these issues from reoccurring.
- Drove continuous digitization and optimization of processes across all customer channels.
- Digital platform adoption increased by 15%, and repeat calls to the call center decreased.
- Launched an automated customer fulfillment solution for the MasterCard World Elite downgrade initiative, resulting in savings of $1 million.
- Presented actionable insights on product enhancements and customer experience improvements to senior leadership.
- Managed vendor relationships with G&D and Broadridge to launch roadmap initiatives.
Senior Manager, Customer Base Marketing
PC Financial
Toronto, Canada
03.2018 - 08.2020
- Promoted within the role for exceeding annual targets of account activation, usage, customer lifetime value, and tender penetration.
- The mandate was expanded from the customer base marketing strategy for PC Financial MasterCard to include the new product PC Money and to launch their first onboarding program.
- Led the end-to-end marketing for PC Financial’s partnership network, driving card usage.
- Launched the first integrated partner growth marketing strategy for Shoppers Drug Mart (including the PC Optimum app, email, in-store materials, and social media) that doubled tender penetration.
- Managed and coached three direct reports (Assistant Managers).
- Exceeded the annual digital platform adoption target by 8% by addressing barriers to enrolment.
- Worked closely with the product team on creating automated campaigns that drove comprehension of our core product, PC Financial MasterCard, and cross-sold optional products to increase revenue.
- Created Loblaw's first fully automated customer journey using Salesforce Marketing Cloud. Led the implementation and post-launch activities. Presented regularly to C-level suite executives on performance.
Marketing Manager
Scotiabank
Toronto, Canada
10.2016 - 03.2018
- Directed the creation and rollout of multiple nationwide marketing campaigns with budgets exceeding $1-2 million.
- Managed the creation of diverse marketing materials such as print ads, video content, digital signage, digital advertising, and newsletters.
- Managed the design, messaging, and implementation of a digital signage network to drive customers in-branch.
Marketing Manager
Chain Reaction Cycles
Belfast, Northern Ireland, U.K.
04.2014 - 10.2016
- Responsible for creating the global marketing strategy, then localizing for key international markets (UK, US, Australia, Japan, and Canada).
- Elevated annual UK sales by 14% to $260 million CAD while cutting marketing budgets, utilizing targeted media strategies.
- Recruited, coached, and provided strategic leadership to six direct reports.
- Led creation of first-ever revenue source from partnerships with prominent brands like Shimano and Oakley.
- Directed Email Marketing channel resulting in a 5% increase in engagement statistics over the previous year.
Account Manager
Big Motive, Digital Marketing Agency
Belfast, Northern Ireland, U.K.
01.2013 - 04.2014
- Managed accounts and led marketing strategies for agency's clients, including Net-A-Porter and Channel 4.
- Coordinated comprehensive business development activities, from initial pitch to finalizing statements of work.
- Closed and managed projects that accounted for 35% of the agency's annual revenue.
- Spearheaded the development of CareerNav.co.uk, leading to a 40% rise in submissions.
Account Manager
Freshwater UK, PR and Marketing Agency
Belfast, Northern Ireland, U.K.
05.2012 - 12.2012
- Directed innovative business development for digital projects.
- Planned and executed digital campaigns across social media platforms.
Account Manager
Tangent Snowball, Integrated Marketing Agency
London, England, U.K.
04.2010 - 05.2012
- Directed product marketing strategy and oversaw roadmaps for SAP's custom web application projects.
- Revamped Carlsberg UK's trade account by fostering relationships and strategizing annual marketing plans.
Digital Marketing Executive
Being Communications, Digital Marketing Agency
Belfast, Northern Ireland
01.2009 - 04.2010
- Managed the Stena Line and The Outlet accounts, which included customer acquisition strategies, managing and executing email marketing campaigns, copywriting, and social media management.
Education
Bachelor of Science - Marketing
University of Ulster
Jordanstown, Northern Ireland06.2008
Skills
- Marketing
- Strategic Partnership Management
- Customer base engagement
- Product Management
- Digital Adoption and Optimization
- Leadership and people management
- Customer Experience and Operations
- Project Management
Timeline
Senior Portfolio Manager, PC Insurance
PC Financial & Services
05.2023 - Current
Senior Manager,Outcome Teams and Projects, Customer Experience
PC Financial
07.2022 - 05.2023
Senior Manager, Business Performance, Customer Experience
PC Financial
08.2020 - 07.2022
Senior Manager, Customer Base Marketing
PC Financial
03.2018 - 08.2020
Marketing Manager
Scotiabank
10.2016 - 03.2018
Marketing Manager
Chain Reaction Cycles
04.2014 - 10.2016
Account Manager
Big Motive, Digital Marketing Agency
01.2013 - 04.2014
Account Manager
Freshwater UK, PR and Marketing Agency
05.2012 - 12.2012
Account Manager
Tangent Snowball, Integrated Marketing Agency
04.2010 - 05.2012
Digital Marketing Executive
Being Communications, Digital Marketing Agency
01.2009 - 04.2010
Bachelor of Science - Marketing
University of Ulster
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