Career
I love agencies and believe they are unmatched in the value they can bring clients when at their best. My 25+ year agency career has given me a unique perspective on what drives client retention and growth.
I have successfully led and grown multiple agencies specializing in different marketing disciplines from advertising to market research—and in varied business situations from a 3-person start-up to a 1,000 person turn-around.
This experience includes leading a multi-disciplinary, virtual, integrated agency developed for one of the world’s largest communications company’s largest accounts. The network had committed to new ways of working, which necessitated developing novel approaches to organizational structure, staffing, values, and behaviors as well as workflow, finances, performance reviews, and deliverables. The updated model enabled staff to deliver to the client as promised and fundamentally changed the client experience vs. a traditional agency. Many of the practices I developed are used across the industry today for large, integrated accounts.
Before starting my consultancy, I developed and led an industry-first, global, client satisfaction program. The program created agency performance metrics and standards. It enabled the company to understand, for the first time, overall client satisfaction by office, region, client, industry, discipline, and network, as well as the key drivers of performance. Importantly, having read thousands of reviews has given me great insight into what clients value most and how agencies can differentiate themselves to keep and grow business.
Education
I have always been passionate about marketing and advertising—and felt it was essential to understand these disciplines in the larger business context. I have a Bachelor of Business Administration in finance from The George Washington University and a Master of Business Administration in marketing from The University of Chicago Booth School of Business.
Personal
My greatest joy and accomplishment are my family. I have two fierce daughters, Ilana and Alex, and a not very fierce pit-rescue, Mabel. I am married to my college sweetheart, Gregg.
Pre-COVID, I loved to travel and experience other cultures and cuisines. Some of my favorite trips were to Cuba, Patagonia, Israel, and Vietnam. I hope to get back on the road soon.