Havas CX
Program Director
New York, NY / Remote
March 2023 to October 2026
- Directed end-to-end delivery of digital programs for American Airlines, Citi, House of Suntory, JBL and Wells Fargo, leading 20+ cross-functional team members and serving as delivery lead for 20+ day-to-day client stakeholders.
- Led the rebuild of the American Airlines co-brand credit card website, covering product detail pages for prospects and existing cardmembers plus the family-of-cards page. Results: conversion up as much as 19% on key pages, bounce rate down 28%, and log-ins doubled.
- Delivered 100% of work on time and on budget across monthly releases and up to 6 site optimizations per year.
- Scoped and structured digital initiatives around business objectives, defining resource requirements, team allocations, budgets, timelines and delivery plans.
- Managed external partners (WP Engine hosting, a partner creative agency, a partner SEO agency and production vendors), coordinating scope, timelines and handoffs with internal teams.
- Closely partnered with clients to translate business needs into clear, actionable briefs for cross-functional briefings that align strategy, creative, technology and delivery teams.
- Developed proposals, statements of work, project plans, timelines and cost estimates for digital brand initiatives.
- Managed and tracked financial performance across annual retainers and ad hoc engagements, including forecasting, budget alignment and ongoing financial health.
- Identified opportunities for incremental organic growth and developed strategies to expand account relationships and digital engagements.
- Delivered monthly and quarterly account health reporting to executive leadership, highlighting progress, risks, opportunities and recommended actions.
