Professional Overview
Amy Carroquino is an accomplished Global Product Manager with extensive expertise in CRM and guest experience operations. She currently oversees CRM strategy and implementation for Mars Petcare, leveraging her deep understanding of the consumer packaged goods industry to drive digital transformation and enhance customer engagement.
Experience Summary
Current Role
As the Global Product Manager - CRM at Mars Petcare, Amy is responsible for managing the company's enterprise-wide customer relationship management platform. She collaborates cross-functionally to define product roadmaps, oversee implementation, and optimize the CRM system to improve customer experience and support business objectives. Under her leadership, the CRM platform has achieved a 20% increase in user adoption and a 15% improvement in customer satisfaction scores.
Career Progression
Prior to her current role, Amy held various leadership positions at Marriott International, where she spearheaded initiatives to enhance guest experience and streamline operations. As the Director of Program Evaluation, Global Operations, she led a team of analysts to assess the performance of Marriott's guest experience platforms, resulting in the implementation of $3.2 million in cost-saving initiatives. Earlier in her career, Amy progressed through roles in hotel operations, including Front Office Director, Housekeeping Manager, and Front Desk Manager, honing her expertise in hospitality management and customer service.
Academic Background
Amy holds a Bachelor of Science degree in Hospitality Management from the University of Central Florida, where she graduated with honors.
Areas of Expertise
- Customer relationship management (CRM) strategy and implementation
- Guest experience optimization and digital transformation
- Hospitality operations and management
- Data analysis and performance evaluation
- Cross-functional collaboration and project management
Professional Impact
During her tenure at Marriott, Amy spearheaded the successful migration of the company's guest experience platform to Salesforce Service Cloud, enhancing self-service capabilities and streamlining customer support. She has also authored several industry-leading articles on the role of CRM in elevating customer loyalty and brand reputation in the consumer packaged goods sector.
Conclusion
With a proven track record of driving digital transformation, optimizing customer experience, and delivering measurable business results, Amy Carroquino is a dynamic and versatile leader poised to continue making a significant impact in the CRM and consumer goods industries.
