NANCY ARATO

New York 11771

www.linkedin.com/in/nancyarato

516-761-8691
nancy.arato@yahoo.com

MARKETING STRATEGY LEADER

A customer-centric marketing leader with twenty-five years of experience, who delivers executive-level management
programs to maximize sales, profit and customer experience. Diverse industry experience includes retail, packaged
goods, telecom, and services.

EXPERTISE
Marketing Strategy
Sales Channel Development
Product Marketing

Customer Experience
End to End Vision
Channel Marketing

Strategic Planning and Execution

Customer Research
Employee Engagement

PROFESSIONAL EXPERIENCE
NLA CONSULTING - Oyster Bay Cove, New York

2014 - Current

CEO/ VP Marketing Strategy and Customer Experience

Provide marketing strategy and end-to-end business development plans that can be implemented.
Identify business opportunities by reviewing product portfolio, marketing effectiveness, sales by channel, customer
experience, operational efficiencies, training and employee development.
Define business opportunity, executive partnership, strategic approach, and go-to-market implementation plan.

CABLEVISION - Bethpage, New York

2012-2014
2013-6/2014
Successfully, drove efforts to improve the customer service experience and embed customer excellence into the
organization.
Designed Voice of the Customer (VOC) Program to share real time customer feedback.
o Compiled multi-channel customer surveys and defined new technology requirements to share feedback and
take steps toward a best in class customer experience.
Led a culture shift to understand and support a new customer centric, customer experience mission.
o Successfully created cross-functional teams to share data, analysis and customer-focused solutions.
o Created integrated customer experience guidelines across the organization, from Marketing and Research to
Customer Service.
Focused on the service center to bring a higher level of service excellence to the customer.
o Transformed quality assurance program to be customer centric and supported by sales representatives by
delivering education, engagement, and empowerment.
o Produced internal marketing program to motivate 3,000 call center representatives around initiative.
o Wrote, developed, and introduced new training to empower customer service representatives.
o Built coaching program to improve team performance and ensure program success.

Vice President, Customer Experience

Director, Movers Marketing Strategy

2012 2013
Increased sales leads by 10% through new customer retention and acquisition strategy.
Partnered with Sales, Marketing and Product Operations to deliver higher mover retention sales and optimal
customer onboarding.
o Led channel-marketing campaigns including TV advertisements, online offers, email and direct mail,
outbound telemarketing, and a lead referral program achieving 2% increase in move transfer sales.
o Drove sales by improving online customer tools, organic search, and creating special promotions.
o Established the first customer retention strategy utilizing market research and targeted focus groups.
o Partnered with Product Development and Operations to redefine end-to-end onboarding.

1-800-FLOWERS.COM - Carle Place, New York

2009 - 2012

Director, Marketing Strategy

Developed marketing programs that increased sales in retail stores and online customer portals.
Redesigned 1-800Flowers Canadian website to enhance the shopping experience and expedite checkout.
Redesigned 1-800-Flowers International website to enhance the sales and customer service experience.
Developed a marketing portal that allowed all floral partners the ability to customize and market their stores.

MBS INSIGHT (now owned by eBay) - Central Islip, New York

2008 - 2009

Director, Strategic Services

Developed and implemented strategic database marketing and analytical services for high-profile retail clients.
Leveraged database analytics to create marketing strategies for email and direct mail campaigns.
Developed database and CRM strategies to recommend retail store expansion and sales opportunity.
Created customer segments/clusters to optimize marketing budget and target higher sales opportunity.

NLA CONSULTING - Oyster Bay Cove, New York

2006 - 2008

(See current position)

NEXTEL COMMUNICATIONS - Reston, Virginia

1997 2005

Senior Director, Accessory Business Development

Director, Accessories
Director, Subscriber Equipment Planning, Forecasting and Merchandising
Senior Manager, Worldwide Inventory/Subscriber Equipment

Created a first-ever accessory sales and product division resulting in $250M in sales.
Led multi-channel accessory sales including direct sales, indirect dealers, national accounts, retail stores, online and
telesales. Also owned all strategy, marketing, product development, system operations and ROI.
Responsible for $1.5billion in mobile phone purchasing for all North America and five South America properties.
Won the Circle of Excellence award.

HECHTS-MAY CO. DEPARTMENT STORES - Arlington, VA

Buyer, Womens Ready-to-Wear
Assistant Buyer

MACYS-FEDERATED DEPARTMENT STORES

Group Manager - Virginia
Assistant Buyer - New York
Department Manager - New Jersey

EDUCATION, MEMBERSHIPS & VOLUNTEER BOARDS

B.S., Retail and Business Management, Syracuse University, Syracuse, New York
Member CXPA (Customer Experience Professionals Association)
President, Laurel Cove Association (est. 1954)

1993 1997
1995 1997
1993 1995
1990 1993
1992 1993
1991 1992
1990 1991