Wendi Hampshire

804-***-**** adizpe@r.postjobfree.com linkedin.com/in/wendi-hampshire

Vice President, Customer Accounts

Loyalty and Incentive Programs Strategic Partnerships & Alliances Product Strategy & Roadmaps

An established account management executive with 20+ years of proven experience driving top-line revenue growth through a continued focus on the customer. Expert in developing, implementing, and enhancing loyalty and incentive programs, including managing alliances with strategic partners. Adds value through an ability to define new product offerings, launch new teams, and profitably scale customer operations to hit near-term and long-range KPI.

Selected Career Highlights

Drove expansion efforts into LATAM, EMEA, and APAC regions, working with strategic partners in 11 countries.

Delivered the on schedule, under budget completion of 13,000+ hours of technology integration and development in support of product GTM strategy.

Created a Marketing Analytics team from the ground up, including all programs, processes, and best practices.

Defined a roadmap for global expansion and secured buy-in from the CEO and CFO for implementation.

Multi-time award winner, including 4-time President’s Circle recognition.

Core Areas of Focus

Enterprise Account Management Loyalty and Incentives Programs

Strategic Planning & Execution Strategic Alliances & Partnerships

Product & Program Roadmaps Sales Enablement & Customer Success

P&L Management and EBITDA Cross-Functional Team Leadership

Solution Design & Requirements Enterprise Project Management

Go-to-Market (GTM) Strategy Global Program Leadership

Professional Experience

cXLoyalty 2002 – 2019

Vice President, Strategic Initiatives and Product (2018 – 2019)

Promoted to define the vision and strategic plan for one of the company’s flagship product lines, as well as for guiding the tactical execution, rollout, and product launch. Provided executive-level leadership across multiple lines of business, including operations, production, technology, product, analytics, supplier relations, and marketing.

Developed the product plan based upon numerous factors, including ROI, speed-to-market, and competitive advantages; secured buy-in from the CEO and CFO for a $10M total investment.

Delivered the on-schedule and under budget completion of 13,000+ hours of technology integration and feature development.

Achieved a highly successful product relaunch, including the conversion of more than 50% of total gift card volume to a real-time, Activate on Demand model within 8 months of relaunch, more than 7.5 million gift cards.

Led negotiations for all contract renewals with 10+ name brand retail partners in the first 10 months, including personally authoring all new standard contractual language.

Defined the Go-to-Market (GTM) strategy and reset client expectations, guiding the end-to-end integration of 200+ merchant gift card providers; initial phase completed 7 months ahead of schedule.

Created documentation and presentation materials for clients that detailed the status of investment initiatives, proposed benefits to both clients and customers, as well as the vision for the future of the product and roadmap.

Vice President, Client Success (2015 – 2018)

Promoted to restructure the client success team, including realigning Account Managers with either operational management or cross-sell and up-sell activities. Led a 30-member team and managed a $25M P&L, and drove global expansion activities and ensured alignment to Treasury, Legal, Technology, Operations, Product, and Facilities requirements while providing status reporting to the executive team and client contacts.

Delivered a 30% revenue increase in 18 months, increasing overall profitability of the largest global loyalty client.

Identified requirements to expand product and services into LATAM, EMEA, and APAC region, including working with outside counsel and consultants across 11 countries worldwide.

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Vice President of Client Success, Continued…

Selected by executive leadership to establish multiple global offices to expand loyalty division services and operations into the APAC region; built offices and hired all resources in Singapore and Hong Kong.

Developed and introduced new program management processes, procedures, and best practices that successfully delivered $2M in technical projects over the course of 18 months.

Created performance measurement and analytics across web, call center, technology, and project management, and implemented new Quarterly Business Review (QBR) formats to better capture and convey progress vs. client goals.

Drove continuous process improvement for reporting methods, allowing for the identification of efficiencies and challenges within technical development and delivery teams.

Achieved and exceeded territory growth objectives for a $25M client, one of the top financial institutions in the US; supported the legacy domestic loyalty program and vision for expanding to international customers.

Senior Director, Client Solutions (2011 – 2015)

Recruited internally to provide ongoing guidance and leadership to the client solutions team, as well as to create a Marketing Analytics team, create the team charter, processes, and templates.

Defined and rolled out Pre-Sales and Analytics Key Performance Indicators (KPI) across the enterprise, including personally authoring documentation and process methodology.

Partnered with sales teams on numerous high-value RFPs, including designing solutions for Delta, Emirates, Citibank, Bank of America, chase, Wyndham Hotels, HSBC, Allstate, USAA, BB&T, Visa, Budget/Avis, Crate and Barrel, MasterCard, and General Motors, among others.

Created a web-based RFP knowledge repository that contained stock answers and templates to routine RFQ/RFP questions, allowing for consistency and efficiency in sales processes.

Increased success rates during integration conversations with client business and technology resources by creating solution diagram templates and a standardized business requirements document.

Led the development and implementation of a 30-60-90-day onboarding plan, which was deemed so effective it was subsequently adopted by Account Management and Product teams.

Served as a strategic partner to multiple lines of business, including engaging in twice weekly executive priorities management meetings, representing the sales pipeline and recommending priorities.

Played a key role in expanding the Client Support team, both in terms of total headcount as well as in capabilities to include marketing analytics and solution delivery.

Earlier Career Success

cXLoyalty

Senior Client Solutions Manager (2007 – 2011)

Senior Account Manager (2002 – 2006)

West Corporation

Account Manager (2000 – 2002)

Software & Technology

MS Office Suite (Word, Excel, Outlook, PowerPoint) MS Visio

Cognos Google Analytics JIRA Confluence Service Now Salesforce

Education & Professional Development

University of Nebraska at Omaha

Bachelor of Arts (BA) in History

Leading Innovative Change, University of California, Berkeley

Project Management Professional (PMP), Project Management International (In Progress)

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