Lorrie LiBrizzi

• 400% — Test vs. Control Increase in Conversion Rate
• 9.7% — Average Conversion Rate on Retention Programs

A legacy, direct-response cross-sell and retention model relied heavily on traditional channels, with limited digital capabilities and fragmented customer experiences. The business needed to modernize its approach to deepening customer relationships and improving retention while building a scalable, data-driven growth model.

I led the transformation to an integrated, omnichannel, digital-first cross-sell and retention model. I redesigned customer journeys, targeting and decisioning, channel strategies, and measurement, and integrated digital and traditional touchpoints. I also advanced the data, martech, and test-and-learn capabilities required to personalize and optimize customer engagement.

I transformed cross-sell and retention performance, increasing cross-sell conversion by nearly 5x, from 0.6% to 2.87%, while retention programs achieved an average conversion rate of 9.7%.

• 15% — Lead Conversion Achieved Through the Pilot Demand Generation Model
• $1 Million — Pipeline Converted Through IoT-enabled Commercial Opportunities

A global manufacturer was expanding its portfolio of connected and IoT-enabled solutions but lacked a scalable demand-generation model to leverage data, identify demand signals, nurture opportunities, and convert them into revenue.

I designed and piloted an integrated demand-generation model for connected solutions, leveraging digital engagement, customer data, and Salesforce to improve targeting, lead management, and opportunity conversion. Following successful pilot results, the model was refined and rolled out more broadly across the business.

The pilot achieved a 15% lead conversion rate and approximately $1 million in converted pipeline, validating the model and providing the proof point for broader rollout across the business.

• Over 66% — Exceeded Launch Targets for a New Product Offering
• 200,000+ — Customer Inquiries Generation Within the First Month of a New Product Launch

A leading prepaid wireless business needed new sources of growth beyond its core wireless offering, requiring expansion into new products, services, customer propositions, and channels while leveraging the scale of its established brands and distribution network.

I developed and executed a product and market expansion strategy spanning new wireless propositions, multiline plans, home internet, entertainment, telemedicine, and financial services. I also defined customer value propositions, product and pricing strategies, GTM plans, and channel expansion opportunities, including major retail launches.

New growth platforms delivered a strong market response, including a launch that exceeded exclusive-retailer targets by 66% and a consumer-product expansion that generated 200,000+ customer inquiries in its first month.