Helen Haertl
Director Digital Client Experience @Banfield Pet Hospital
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WORK HISTORY
Director Digital Client Experience @Banfield Pet Hospital
Vancouver, WA, US
Manage cross-functional team of product managers, IT professionals, and strategic, creative, and technical partners, including both internal resources and external vendors, to implement new digital features aligned with corporate strategic goals. Develop digital roadmaps, including business requirements and cases for new functionalities. Partner with operational leadership to pinpoint and resolve issues faced by associates resulting from online transactions. Oversee two Agile teams, prioritizing tasks across various workstreams to support strategic projects, new digital features, and compliance requirements. Align digital performance metrics with corporate objectives, track outcomes, and address any shortcomings. Collaborate with finance team to calculate ROI and substantiate capital and expense budgets- Directed redesign and re-platforming of Banfield.com, including client portal, app, and three microsites, while working with both internal and external technical and design resources- Executed client scheduling solution integrated into new practice management system, ensuring continuity of online scheduling operations during transition from old system- Enhanced online client scheduler, contributing over $200M in annual appointment revenue and achieving significant increase in online appointment revenue year-over-year- Increased client app usage by implementing successful promotional campaign, resulting in notable YOY growth.
EDUCATION
University of Washington
Bachelor of Arts - BA, Communications / Advertising
Cornell University
Masters, Marketing, Hotel Administration
SKILLS
ABOUT HELEN HAERTL
Accomplished and results-driven professional with extensive experience in leading cross-functional teams to deliver cutting-edge digital solutions. Excel in developing and executing digital strategies, managing complex projects, and enhancing client experiences across various platforms. Proven track record of redesigning and re-platforming digital assets, driving significant revenue growth, and improving user engagement. Strong background in overseeing agile teams, implementing secure B2C tools, and fostering collaboration among stakeholders. Committed to leveraging technology to optimize business operations and achieve strategic goals. Adept at aligning digital initiatives with corporate objectives and articulating value.
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