Account Services
Brandon Brophy, Client Services Manager
Brandon is a customer advocate – he understands the challenges marketers face in keeping up with technology, trends, and competitors in a fast-paced environment. He helps Listrak’s customers succeed by analyzing data and metrics and implementing best practices for deliverability, dynamic content, behaviorally triggered campaigns, and other data-driven applications. Brandon also ensures every client receives the highest level of support by managing Listrak’s support engineers. Brandon lends his expertise to Listrak’s Email Marketing Today podcast series.
Brandon’s advice to eMarketers: “You are in control of your reputation and deliverability. Before you deploy a message, test it in different email clients to be sure it makes it to the inbox and renders correctly. After every send, monitor your bounce reports, spam complaints, and unsubscribes by domain so you can quickly identify and fix any issues.”
Rick McKinney, Account Manager
Rick has over 20 years of experience in client services, with a strong background in support, professional services, account management, and technical services. He has worked in the government sector, helping the Commonwealth of PA, the State of Connecticut, and the City of Washington DC implement content management solutions, and his expertise lies in training non-technical users to position them for success. As a Listrak Account Manager, Rick helps clients like Active Ride Shop get more from their email marketing campaigns by identifying what works best for their audiences and implementing strategies aligned to business goals.
Ricks’ advice to eMarketers: “If you’re looking to increase revenue, and who isn’t?, the easiest way to do that is with an automated shopping cart abandonment strategy. You know these customers are interested in your products, so sending a timely reminder with the items in their carts is a great way to encourage a sale. If you don’t reach back, the sale will most likely be lost for good.”
Susanna (Sukey) Murphy, Account Manager
Sukey has over 10 years of experience in interactive marketing - six years dedicated to email marketing - and has worked with Fortune 500 companies such as Avis Budget Group and Hasbro, along with luxury brands and agencies. She also has experience in Internet marketing, SEO, and SEM. As a Listrak Account Manager, clients like the Royal Bank of Scotland and Waterford depend on Sukey for new strategies, campaign analysis, and implementation. Her number one priority is ensuring profitability of her clients’ email marketing campaigns.
Sukey’s advice to eMarketers: “Learn to communicate with your subscribers via email, social networks, and your website – and build relevant email campaigns around those conversations. Your emails should be an engaging conversation with your subscribers, not a monologue.”
Gretchen White, Account Manager
Gretchen brings 13 years of account management and business development experience from Maersk and AT&T Wireless, where she helped clients like Michelin develop business strategies and efficiencies, in addition to three years of email marketing for ActionCoach. As an Account Manager, Gretchen works with customers such as Navistar and Lobster Gram, understanding their business goals, recommending and implementing solutions, and helping to optimize their email campaigns to maximize conversions and revenue. She also analyzes campaigns and recommends best practices and new strategies to improve results.
Gretchen’s advice to eMarketers: “If you’re not sending an email welcome series, you’re missing an opportunity to build brand advocates that buy from you again and again. Your subscribers are most engaged when they first opt-in to your list, and a thoughtful welcome series helps keep them engaged with your brand.”
Derek Neff, Account Manager
Derek has 6 years of experience working with interactive agencies, healthcare providers, and financial institutions helping to develop and maintain brand status and equity, generate leads and new revenue streams, and integrate unified messaging across multiple channels to personally engage audiences. As an Account Manager, Derek identifies new opportunities and builds strategies to help clients such as Bernard Hodes and Evans, Hardy, and Young achieve their marketing goals. Derek is particularly focused on profitability of email marketing and streamlining production while implementing solutions that produce high returns.
Dereks’s advice to eMarketers: “Don’t be afraid to try something new. The beauty of email is that you can quickly, easily, and cheaply test new campaigns so there is no reason for your email marketing to get stuck in a rut. While it’s important to have a level of consistency in your branding, if you keep doing the same thing over and over again your subscribers will tune out and your bottom line will suffer.”
Joe Devine, Success Manager
Joe has extensive technical experience in network engineering, web hosting administration, web application development, and managing a large email infrastructure for an ISP. As Success Manager, Joe’s ability to visualize web-based technical solutions along with his knowledge and expertise in deliverability enables him to uncover and resolve pain points in clients’ email marketing campaigns, aligning customers’ marketing and revenue goals with services and solutions to maximize ROI. Joe is also an active member of the ESPC and MAAWG.
Joe’s advice to eMarketers: “Acquire subscribers across every customer touch point, both online and offline. The average annual rate of subscriber churn is 30%, so you could be losing more subscribers than you’re gaining. Give people an easy way to opt-in to maximize your numbers.”
Karen Nuss, Email Strategist
As an Email Strategist, Karen helps clients uncover new opportunities and create engaging campaigns to meet business and revenue goals. Karen began her marketing career as the eCommerce Marketing Officer for a large financial organization, designing and managing affiliate websites and optimizing them for usability, SEO, and SEM. She brought her expertise to Listrak in 2008 to manage high-profile clients, such as Motorola and Wolfgang Puck, and helped them implement email best practices to increase email marketing ROI.
Karen’s advice to eMarketers: “If you don’t engage, you will enrage. Email provides more data than any other marketing channel, so use it to create emails that resonate personally with each subscriber. Doing so will not only increase your conversion metrics today, but you’ll also strengthen the relationships you have with subscribers to lengthen their lifecycles and increase their overall value for your organization.”
Robin Roumeliotis, Director of Education
Robin has 15 years of deep technology and operational expertise, training fortune 500 companies, such as Kraft, Wal-Mart, and Proctor and Gamble, on how to capture, analyze, and use consumer data to build intelligent marketing and sales strategies. As Listrak’s Director of Education, Robin helps clients understand the technology needed to acquire and use subscriber data across converging interactive marketing channels – web, email, and social – to increase the relevancy of their email campaigns. She also trains clients on Listrak’s email platform and advanced applications, enabling them to efficiently create effective campaigns.
Robin’s advice to eMarketers: “Work smarter and automate as much as possible. One of the powerful things to automate is creation of dynamic profiling within your contact reports. Message activity, such as links subscribers click on, can be added to their profiles automatically, enabling you to segment, target and build even more relevant messages.”
Jennifer Schwalm, Project Manager
Jen manages and coordinates the elements, tasks, and resources needed to complete creative projects for Listrak’s full service clients, such as Waterford, Motorola, Navistar, Movies Unlimited, and DiscountBeautyCenter.com. Her background in customer service in a large financial institution helps her listen to and effectively communicate with customers to understand their requirements and goals, suggesting best practices, new strategies, and deployment schedules as needed. And her experience in graphic design and web development help her align the email creation to ensure clients’ email campaigns engage subscribers and produce high conversions and ROI.
Jen’s advice to eMarketers: “Always test your campaigns before deployment. Always. A simple split test will result in higher open, click-through, and conversion rates. Test things like your subject lines, offers, images, headlines, deployment times, frequency – everything! It doesn’t take much time and it’s definitely worth it.”