Customer Success Machine Learning

Kinjal Pike

Temecula, CA ***** USA Mobile: 951-***-**** **********@*****.*** www.linkedin.com/in/kinjalpike/ Executive Summary

Strategic and data-driven Marketing Leader with 10+ years of experience driving omnichannel growth across B2B insurance, healthcare, and B2C ecommerce. Proven success in building high-performing teams and delivering measurable ROI through AI-enabled marketing automation, predictive analytics, and customer experience optimization. Skilled in integrating Sales, Marketing, and Customer Success functions to accelerate revenue, enhance retention, and improve customer lifetime value. Expert in executing performance marketing campaigns, and leveraging machine learning insights to personalize engagement and maximize conversion. Core Competencies

● CRM campaign strategy and execution across email, SMS, and push

● Go-to-Market Strategy CRM & Marketing Automation (HubSpot, Marketo, Oracle Responsys, Salesforce)

● Market Research & Competitive Analysis Customer Segmentation: Qualitative, experiential, and quantitative

● Sales–Marketing–Success Alignment Product-Led Growth and Lead Generation

● Campaign Reporting, ROI & Attribution (email, paid ads and social media, website UX)

● Partnership & Global Channel Marketing Leadership, Budget Ownership & Vendor Agency Management Professional Experience

Marketing Consultant Remote April 2025 – Oct 2025

● Meta for Work (Contract Project): Designed and executed B2B industry focused email nurture programs. From creation to execution aligned messaging with buyer journey stages to increase engagement.

● Telecommunications (Contract Project): Developed and optimized demand generation programs across email, digital, direct mail and paid channels, driving qualified pipeline growth and measurable ROI. Segment and managed own audiences across paid channels — leveraging first-party, intent, and behavioral data to enhance targeting accuracy Marketing Insights & Strategy Manager (Contract)

Elevance (Anthem) Remote Aug 2024 – Mar 2025

● Developed Medicare/Health Plan strategy roadmap, including segmentation and omnichannel reporting

● Analyzed campaign performance and funnel metrics, leveraging reporting tools to provide actionable insights and recommend strategic adjustments for improved customer acquisition

● Analyzed paid and email performance (ROI, funnels drop off) using Tableau, Adobe Analytics, Oracle Responsys

● Identified growth opportunities across digital, direct mail, email, DSP, and app/web under regulatory compliance

● Oversee planning and execution of integrated campaigns in Marketo, with hands-on involvement in QA

● Drive comprehensive AI readiness efforts, measurement frameworks, segmentation models, and testing roadmaps

● Create and maintain detailed business requirement documents and functional requirement documents

● Planning and executing qualitative and quantitative market research in pharmaceutical, med tech/medical device, or consumer packaged goods industries.

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Kinjal Pike

Project Manager & Digital Marketing Manager (B2B, Contract, Maternity Coverage) Surest (UnitedHealthcare) Remote Feb 2024 – Aug 2024

● Develop and implement an omnichannel marketing strategy to drive brand growth and demand generation

● Lead all digital performance marketing efforts, including paid media, SEO, and email campaigns

● Manage and optimize marketing campaigns across various channels to achieve key performance indicators

● Optimize customer acquisition funnels through data-driven testing and omnichannel analytics performance analysis

● Drive paid acquisition efforts across Google, Meta, TikTok, affiliate, and other digital channels

● Collaborate with UX/UI teams to create intuitive, personalized interfaces that enhance customer engagement

● Translate business goals into actionable requirements for data and analytics teams, enabling dashboards and reports

● Leveraged GA4, GTM, and Google Ads to track, analyze, and optimize digital campaigns, driving measurable increases in traffic and conversions.

Marketing Manager / Analyst – Subscription & Loyalty (Contract) CVS Health Remote Dec 2022 – Feb 2024

● Led acquisition, engagement, and retention omnichannel strategies to grow membership programs

● Managed campaigns across email, paid media, affiliate, social, SMS (Braze), direct mail, and influencer programs

● Used Tableau, Power BI, and Oracle Responsys to analyze post-campaign performance and optimizations

● Translate KPIs with technical teams, legal, and in-store teams to ensure compliance across all customer touchpoints

● Development of marketing strategies by preparing competitive analysis, leveraging analytics to recommend campaign optimizations, and materials to communicate strategy to both internal and external partners

● Analyzed campaign performance leveraging omnichannel analytics (call centers, CRM, web) to provide actionable insights

● Partner with our digital agency to execute campaigns globally, alignment on targeting, creative, and optimization

● Implemented GA4 and GTM tracking frameworks to monitor campaign performance and improve ROI Marketing Automation Manager (Contract)

Workday Remote Feb 2022 – Sep 2022

● Designed global email automation strategies in Marketo & Salesforce to support lead/opportunity goals

● Standardized workflows and automation processes to improve campaign performance (Figma, Oracle Responsys)

● Partnered with digital teams to evaluate new tools and enhance reporting dashboards

● Manage and grow affiliate and partner relationships to increase customer acquisition and retention

● Collaborate with UX/UI teams to create intuitive, personalized interfaces that enhance customer engagement Product Growth Manager – Mobile (Contract)

Adobe Remote Sep 2021 – Feb 2022

● Owned customer journey across AJO, Braze, and Adobe Analytics for Lightroom

● Own performance KPIs: CAC, ROAS, conversion rate, LTV, and channel-level ROI and omnichannel analytics

● Conducted A/B testing, user interviews, and usability testing to improve mobile app growth

● Developed cross-channel communication strategies to boost engagement and adoption

● Leverage analytics to assess and drive traffic from target audiences through organic SEO and community engagement; determine content mix; and optimize content on website CMS Content Manager Robert Half Remote Jan 2021 – Aug 2021

● Managed and corporate intranet and microsite content, ensuring accessibility for global teams 2

Kinjal Pike

● Oversee VCM/SharePoint operations, system updates, and best practice adoption

● Create and maintain detailed business requirement documents and functional requirement documents Senior Marketing Manager – Medical, Dental & Accounting Practices ProSites Temecula, CA Jan 2020 – Sep 2020

● Led demand generation strategies across omnichannel (SEO, PPC, social, retargeting, LinkedIn, and email)

● Partnered with Sales for lead optimization via HubSpot and Drift integrations

● Designed VOC-driven campaigns across four industry segments using targeted marketing content

● Track and measure marketing campaign messaging and sales effectiveness with A/B tests to improve conversion

● Own performance KPIs: CAC, ROAS, conversion rate, LTV, and channel-level ROI

● Manage external resources supporting content development, including external agency, copywriters, graphic designers Marketing Manager (Contract)

ScienCell Research Labs Carlsbad, CA Aug 2019 – Jan 2020

● Oversaw $1M+ SEM budget; optimized digital strategy across global ecommerce

● Streamlined cross-functional ecommerce operations, enhancing sales & customer satisfaction

● Manage, restructure, and streamline the ecommerce team (sales, customer service, marketing, and IT) while ensuring client satisfaction and improved digital media strategy

● Partner with our digital agency to execute campaigns globally, ensuring alignment on targeting, creative, and optimization. Marketing Manager (Contract)

Biofilm Vista, CA Feb 2019 – Aug 2019

● Managed B2C campaigns across Amazon, CVS, Walmart, Target, and international retail channels

● Oversaw global multilingual email campaigns (200k+ monthly sends) and paid ad campaigns

● Managed all CPG creation including planning, Amazon partner programs and packaging design

● Managed ecommerce channels (Amazon, CVS, Walmart and Target); sales channel support Vertical Marketing Manager

Danaher (McCrometer) Hemet, CA Jan 2018 – Jan 2019

● Directed go-to-market strategy, segmentation, and sales enablement materials

● Conducted survey research and delivered actionable insights for product teams

● Partnered with engineering, design, and marketing teams, driving site updates and improvements Marketing Manager (Contract)

Preferred Employers Insurance San Diego, CA Nov 2017 – Jan 2018

● Developed employer marketing materials and streamlined account onboarding processes

● Guided perspective and incoming middle-market accounts while creating quality control measures Client Services Marketing Director

Patrico, Hermanson & Guzman San Diego, CA Oct 2014 – Oct 2017

● Directed marketing and client strategy for 9 law offices across California 3

Kinjal Pike

● Implemented HubSpot CRM workflows, improving lead conversion and client onboarding

● Deployed and managed certified workers compensation insurance certification courses to insurance

● Created and developed all department tools (CRM, live chat) and client response policies Sales & Marketing Director

California Marketing Group San Diego, CA Dec 2010 – Oct 2014

● Led digital demand generation and inbound marketing strategies

● Managed up to 10 direct reports across customer service, sales team, and IT

● Align teams with marketing to optimize leads from email, landing page, and sales enablement

● Work with stakeholders for budgeting and planning of sales incentive programs

● Managed political polling division product offering, reporting metrics and program execution Sales & Marketing Agency Consultant

Refresh Marketing Group Southern California Dec 2009 – Dec 2010

● Developed GTM strategies and demand generation campaigns to key audience segments

● Negotiated affiliate contracts encompassing new business models and go-to-market strategies

● Created demand generation and strategies driving tactical plans, MQL strategies and growth Marketing Director

Lonseal Inc. Carson, CA Jan 2005 – Nov 2009

● Oversee product launches, global trade shows, and lead generation campaigns

● Increased revenue 20% by implementing Salesforce and demand generation tactics

● Launched new product campaigns using a robust field marketing, social media/lead generation strategy, including product pricing, value-sell, and execution

● Designed and executed creative advertising campaigns, online promotions, banner ads, targeted email campaigns, print materials for launch and general branding initiatives Technical Skills

● CRM & Automation: HubSpot, Salesforce Marketing Cloud, Marketo, Oracle Responsys, Braze, AJO

● Analytics & BI: Adobe Analytics, Google Analytics, Tableau, Power BI, ThoughtSpot AI, GA4 & Search Console

● Project & Workflow Tools: Jira, Asana, Wrike, Workfront, Airtable, Slack

● Design & Content: Adobe Creative Suite, Figma, HTML/CSS, Canva, Switchboard

● Advertising Platforms: Google Ads, Meta Ads, Amazon Retail Advertising, DSPs, Youtube Education & Certifications

● MBA, Kaplan University, Davenport, 2017

● Bachelors of Arts, Social Ecology, University of California, Irvine, 2005

● Google Ads Search Certification (2023), Amazon Retail for Advertisers Certificate (2023)

● Influencer Partnerships Certified PXA (2023), GA4 Analytics Certification (2024) Keywords: Marketing Strategy, AI-Driven Campaigns, Predictive Analytics, Customer Experience, Omnichannel Marketing, Marketing Automation, CRM, Data-Driven Insights, Demand Generation, ROI Optimization, Leadership, Digital Transformation, GA4 4

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