Dr. Karl Smith

678-***-**** ad3bjt@r.postjobfree.com l inkedin.com/in/drkarlsmith www.karlology.com Health Program Strategy & Leadership Customer Journey Mapping KPI Identification & Tracking Innovative experience leader and data-centric strategist specializing in customer journey mapping and full-cycle program management. Career defined by success establishing programming as a differentiator, portfolio management and business goal alignment through resources allocation and cross departmental collaboration. S k i l l s

Wellness Programming

Fitness Center Design

Health Equity Strategy

Portfolio Management

Program Development

CX & EX Transformation

Trend Spotting / Forecasting

Contract Negotiation

Budget Management

RFP Management

Vendor Management

Consumer-Facing Strategies

Team Leadership

Employee Change Management

H i g h l i g h t s

Degrees: D.H.Ed. M.S B.A.

Data Science for Business Training

Diversity, Equity, Inclusion in

the Workplace Certificate

D i g i t a l P o r t f o l i o

www.karlology.com

E x p e r i e n c e

Director of Resident Experience CORTLAND 7/2016 - present Hold end-to-end ownership over all programming customer experience initiatives supporting the brand. Increased brand loyalty by aligning resident interpersonal experiences with Cortland living. Drove company’s recognition as certified “Great Place to Work” (2020 & 2021) by creating EX programs as employee experience subject matter expert (SME). Managed $1.5M project budgets. Strategy Leadership

Mapped the full-cycle customer journey, from prospect acquisition to customer retention. Identified pain points; created process opportunities to navigate effective program development.

Enhanced forecasting transparency by delivering high-level presentations to investors and executive board; showcased expected returns from resident experience strategy implementation.

Enabled program/product performance measurement accuracy and comparisons across asset portfolio by creating a scoring system to normalize metric data, allowing for a single score output.

Identified relevant KPIs; tracked Net Promoter Score, OSAT score, renewal rates, and resident surveys.

Leveraged data mapping, surveys, and statistics to design program development protocols aligning with/amplifying brand voice and capitalizing on residents’ psychological need for belonging/ acceptance. Wellness Programming

Pioneered industry-first wellness program Elevate by Cortland offering residents free wellness services (fitness classes, personal training, nutritional consults, certification program). 75% of residents said they would renew lease because of program. Kingsley scores increased YoY.

Provided equitable health initiatives for multiple demographics across 23 markets.

Formed partnerships with local, regional, and national organizations to create health programs to increase engagement, increase resident health, and strengthen brand image.

Designed all fitness centers and managed vendors. Oversaw all fitness installs. Created proprietary formula for fitness center sizing based on aggregate usage and market research. Customer Experience Programming

Achieved 20% unit turn cost decrease, 5% to 15% insurance policy cost reductions, and increased qualified prospects by developing/implementing a Smoke-Free Policy across 250 communities.

Raised resident retention by architecting the Relocation Guarantee: a seamless process enabling current residents to move through the 250-community network without penalties or fees.

Created marketing and communication plan for mobile resident portal rollout: 95% of residents downloaded the app; generated a 25% increase in online payments.

Managed and mentored 250+ on-site resident experience managers and wellness champions.

Created the Resident Experience Guide: a playbook outlining resident engagement best practices. Employee Experience Programming

Consulted for HR team as corporate wellness SME; designed and oversaw internal wellness program Thrive, including participation-related incentives providing HSA matching funds.

Improved employee engagement by launching corporate field days, family carnivals, and affinity groups.

Proactively initiated dialogue with company president to create a DEI initiative; presented proposals to leadership team, resulting in DEI leadership board and working council appointments.

Established ERGs and mentoring program to provide resources to marginalized populations. Dr. Karl Smith

678-***-**** ad3bjt@r.postjobfree.com l inkedin.com/in/drkarlsmith www.karlology.com Program Management

Managed RFP Process to identify best in-class vendors with the capabilities to match company growth and consumer needs.

Negotiated contract terms, preferred pricing, and revenue share agreements to capitalize on economy of scale.

Leveraged existing vendor relationships to create sponsorship opportunities for which decrease budget spend for events.

Owner of 18 national MSA level corporate partnerships and regional marketplace vendor relationships.

Created vendor marketplace that surfaced merchant discounts, preferred customer perks, and a consumer rewards program. Wellness Program Manager GCAPP 5/2014 – 7/2016

Created a fitness & nutrition program and built local program awareness by creating grassroots networks and cultivating community partnerships. Program success drove continued grant awards and both local and regional program recognition.

Increased activity levels, boosted healthy food intake, and decreased risk factors in 85% of youth participants involved in the community healthy cooking program.

Successfully launched the new branded program by orchestrating a city-wide media campaign.

Raised website views by 67% and boosted unique visitors by 68% following campaign.

Managed a portfolio of local and state-wide nutrition and physical activity programs.

Addressed community food security through sustainable agriculture initiatives that also provided economic development through multi-use garden produce sales.

Designed and implemented a sustainable agriculture and nutrition curriculum for kindergarten to 5th graders.

Created and managed the organization’s first internal employee wellness initiative.

Directed a top-performing multidisciplinary group of professionals, including team members, volunteers, local community liaisons, school-based coordinators, and consultants.

Built strategic relationships with 25 community, corporate, and government partner organizations to cross-functionally collaborate on community health programs.

Selected to serve on non-profit partner board and chair two Fulton County wellness coalitions (Diabetes Prevention Design Team and The Interfaith Coalition).

Owner THE EXERCISE RX 7/2011 – 5/2014

Built a thriving wellness business delivering corporate wellness, community wellness, sports conditioning, and personal training services.

Developed comprehensive, customized corporate health promotion programs for various employee populations.

Created fitness and lifestyle wellness programs for clients with varying health goals.

Provided wellness services to small and mid-sized businesses; decreased employee health risk factors by designing targeted population wellness strategies.

E d u c a t i o n

D.H.Ed., Doctorate of Health Education, A T Still University M.S., Exercise Science and Health Promotion, California University of Pennsylvania B.A., Industrial-Organizational Psychology, University of Connecticut C e r t i f i c a t i o n s

Data Science for Business, Harvard Business School Online Diversity, Equity, and Inclusion in the Workplace Certificate, USF Professional Education Online

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