Gray Caldwell

About Gray Caldwell

Professional communications leader with a passion for digital and social media content…

Experience

1. Sr Manager, Consumer Journey Touchpoints

   Electrolux Group

   Feb 2022 — Present · Charlotte, NC, US

   Manage the ownership consumer journey for Frigidaire and Electrolux, driving brand loyalty.• Define, build and refine post-purchase consumer journey touchpoints using consumer insights, voice of the consumer and data analytics. Create seamless, consistent consumer experiences across multiple channels to drive revenue and other key KPIS.• Map out consumer journey across multiple phases and business areas (Onboarding, Ongoing Use, Service & Repair, website D2C experience, etc.), highlighting gaps and pain points. Creating and prioritize projects to drive toward ideal state.• Own NPS metric, reporting monthly to global and executive NA leadership, pinpointing trends, insights and actions to take by product line. Reworked existing NPS survey to create more actionable data. Onboarding NPS has risen by more than a dozen points under my oversight.• Led \"unboxing\" project from inception designed to improve the consumer experience upon opening their new appliance. Improved NPS, registration rate and consumable attachment rate while cutting costs by reducing printed literature.• Lead how-to video strategy, writing scripts, organizing shoots and providing final edits before posting. Ensure content is a mix of \"getting started\" and \"troubleshooting.\"• Oversee direct mail program for water filter solicitation. Collaborate with email team to align goals and sending cadence. Work with data scientists to filter and optimize recipient lists. Revenue from consumables and accessories rose significantly due to direct mail/email overhaul.• Utilize CMS to update brand websites, including writing ownership-targeted content designed to make engaging directly with our brand the desired choice for consumers.

Education

• The McCallie School

  High School Diploma

  2000 — 2004

• The University of North Carolina at Chapel Hill

  Bachelor of Arts (B.A.), Journalism and Political Science

  2004 — 2008

Skills

• Digital Strategy
• Web Content Creation
• Web Content Writing
• Online Publishing
• Web Content Optimization
• Sports
• Content Management Systems (Cms)
• Content Management
• News Writing
• Team Management
• Content Managed Websites
• Content Management Systems
• Content Strategy
• Content Writing
• Online Journalism
• Marketing
• Interviewing Skills
• Web Content
• People Skills
• Journalism
• Publication Planning
• Branded Content
• Editing
• Sports Writing
• Writing
• Online Content Creation
• Creative Writing
• Publications
• Web Content Management
• Digital Marketing
• Content Marketing
• Content Development
• Press Releases
• Digital Media
• Social Media