Eriko Nakano Gardiner

**** ******** ***. *** *****, CA 94401

+1-510-***-**** aduqmx@r.postjobfree.com

SUMMARY

US/Japan/Global marketing strategy, project, program, campaign, content and operation management professional to optimize target users’ experiences, learning, engagement, retention to maximize organization’s ROI/ROV. I have over 15 years of rich and wide experiences driving web/digital data-driven marketing projects and executions by effectively communicating with stakeholders, business unit, cross-functional teams, regional teams and vendors. Work well as a project leader and as a member, with dedication to timeline, priority, problem solving and quality output. Key skills are: Web/UX/Media project management, KPI analysis, marketing automation, translation/localization processes, multi-language user experiences, content strategy, international SEO/SEM; with both technical and business knowledge in B2B+C industries.

My career and family journeys in Silicon Valley, East Coast and Japan for the past 20 years have given me a strength and adaptability to thrive in multi-cultural work environments.

PROFESSIONAL EXPERIENCE

Merkle (dentsu international) Remote (8/2021 – 9/2022)

Sr. Manager, Customer Experience Design (consulting service for clients)

• Analysis on competitive branding, messaging and UX and develop strategy, recommendations and plans.

• Develop creative ideas with effective brand message, persona, journey, content, SEO/SEM and UX/UI.

• Organize and coordinate hands-on task delivery required for content through the lifecycle of the projects.

• Conduct web/content audit/planning, competitive analysis, taxonomy, and other clients’ ad-hoc request.

Clients worked: Chemical ingredients, Pharmaceutical, Legal, Finance, Retail and NPO education.

Steyer / Client: Uber San Francisco, CA (12/2020 – 7/2021)

Content Strategy PM Consultant, APAC CommOps

• Develop customer experience strategy for Japanese/English Uber HELP page (FAQ, Form and Policy).

• Plan, test and execute HELP content revamp to align with business objectives and CSAT improvement.

• Evaluate and update Support logic and alignment with external support agencies.

Completed major updates on UberEats & Driver HELP pages in website and mobile app.

Aquent / Client: HPE San Jose, CA (11/2018 – 10/2020)

Digital Marketing Strategy Manager, Global Digital Powerhouse, Global and Japan

• Japan journey manager; web content and translation-localization process migration to new platform.

• Drive international SEO programs; HPE.com keyword research, localization and rank optimization.

• Plan, test and run global campaigns, promotions, chats / dedicated support to Japan and Taiwan.

• Reporting on web performance per channel; organic, paid, chat, video and assets with lead touch point.

• Create sprint roadmaps; optimize HPE.com UX, functionality and configuration for local requirements.

• Set best business practices and processes that facilitate US and global offices.

• Conduct quarterly/annual business reviews with global stakeholders on KPI and set new goals.

QoQ achievement: Global +30% HPE.com organic visits / Japan +200% keyword search

Liferay Japan, Inc Tokyo, Japan (12/2016 – 8/2018)

Marketing Specialist, Japan

• Manage web content operations; translation/localization, Japan content creation, PR and SEO.

• Execute ABM strategies; external media / email nurturing via Liferay.com, HubSpot and Salesforce.

• Monitor and maintain lead flow processes, data quality, scoring, conversion, and CRM tool integrations.

• Plan annual field events, promotion and hosting to prospects, customers and partners.

• Create Japan’s Go-to-Market plans with budget for Vertical and Horizontal focus strategies.

Generated 130% of lead and 290% lead growth from 2017.

Open Text, Inc. Tokyo, Japan & Gaithersburg, MD (9/2014 - 3/2015 - 11/2016)

Bilingual Technical Support, EDI Cloud Support Customer Service, Japan

• Manage day-to-day customer relations, data analysis, root-cause investigation and resolutions.

• Navigate customer service initiatives and timely escalation to internal/global teams.

Washington DC Japanese Language School, MD Volunteer & Office admin (1/2013 – 8/2014)

• Class parent - organizing events, volunteers and communications with parents, teachers and staff.

• Office admin - managing website, content publishing, data, newsletter, IT and events.

Porter Consulting / Client: EMC Corporation Remote for office in Settle, WA (3/2013 - 6/2013)

Principal Marketing Consultant, Isilon Database Marketing Operations, US

• Lead America’s Isilon transitioning to EMC and Aprimo Email marketing tool and execution of

lead campaign programs, email/web content, segmentation and executions aligning CAN-SPAM.

• Advise campaign content optimizations with key messages, reporting and analysis on results.

• Resolve tool functionality issues and streamline campaign operation flows.

• Maintain quality contact data and lead tracking processes in Salesforce.

EMC Corporation 10/2007 - 12/2012

Tokyo, Japan (9/2011 – 8/2012) & Rockville, MD (9/2012 - 12/2012)

Senior, Marketing and Planning Operations Manager, Asia Pacific and Japan

• Plan and execute Global/Apac marketing campaign with resource allocations, task assignment

and reporting.

• Governance of corporate branding, design, email law, templates and messaging.

• Global project / Apac lead

- Digital marketing initiation with a new MA solution (Aprimo) to Asia Pacific offices.

- MA and CRM (Salesforce) migration, technical issue fixes, lead flow validation and updates.

- Digital marketing vendor training for Asia Pacific countries for +50 cost reduction.

Rockville MD (10/2007 - 8/2011)

Senior Consultant, Global Marketing Database Marketing Operations, Asia Pacific and Japan (Documentum/EMC)

• Global Project functions (US, Europe & Apac) / Apac lead;

- Drive deployment of new eMarketing and database program (Pivotal - Salesforce).

- Develop and execute Email campaigns with invitation, registration, landing page, survey and SNS.

- Gather requirements and publish digital media for worldwide corporate events.

• Responsible for eMarketing agency selection, SLA, trainings and evaluations.

• Deliver monthly & quarterly campaign results and dashboard to stakeholders.

Pleasanton, CA (9/2000 - 9/2007)

eMarketing Strategy and Operations Manager, Asia Pacific and Japan

(Documentum)

• Database Marketing Apac lead;

- First data-driven marketing (Market First - Blue Sphere) roll out project.

- Operation and localization, contents, forms, data fields/flows, and reports.

- Translation/Localization for Japanese, Korean and Chinese languages.

- Email law governance (CAN-SPAM).

• Global web Apac lead;

- Manage domains, content, translation, localization, workflows and reports.

- Responsible for daily maintenance and improvements of web designs and user experiences.

• Coordination with creative agencies; budgeting and creating product collateral, brochure, media and PR.

Pinnacle awards - Employee communication portal launch

- Korea site migration to in-house (30K outsourcing cost reduction)

EDUCATION

Santa Clara University, Leavey School of Business, Santa Clara, CA Graduated in August 2000

Bachelor of Science and Commerce, Operations and Management Information Systems

STRENGTH

Detailed, task oriented and have strength in solving complex challenges, developing and communicating business objectives and achieving defined target goals in cross-functional and multi-geographical team environments. Challenging, independent, positive thinking while focused on efficiency and productivity.

Work experiences with various size companies; start-up, mid-size to global enterprises.

Good interpersonal and organizational skills reaching people and connecting dots.

TECHNICAL/TOOL EXPERIENCE

Web: Adobe Experience Manager, Adobe Asset Manager, Adobe Analytics and Bliss system

Analytics: Google Analytics, Lucidworks Site Search, Data Prizm (SEO), SEOClarity and SEMRush

CRM: HubSpot, Aprimo, Pivotal, Salesforce, SharePoint and FORCAS (ABM)

SNS: YouTube, Twitter, Facebook, LinkedIn and Google Ads

Other: Airtable, Mural, Smartsheet, Tableau, JIRA, HTML, JavaScript, UNIX and Microsoft office 365

LANGUAGES

Business level speaking, reading and writing in Japanese (native) and English

CERTIFICATE

Professional Scrum Master PSM I (Mar 22, 2021)

ACTIVITY

San Mateo Nippon Gakuyen (SMNG) PTA president and Board 2nd Vice-Chairperson

- Annual event planning, organization, PTA community operation, budget and fund raising

PUBLIC CONTENT

https://help.uber.com/ Uber HELP page: UberEATS / Driver / Delivery Partner / Restaurant Partner

https://www.hpe.com/jp/ja/home.html: Home page, Product/Service pages and Site Search

https://www.dhbr.net/articles/-/5071 Liferay Inc. CEO Interview by Harvard Business Review Japan

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