Sprint | T-Mobile Logo

Sprint Corporation is a telecommunications company acquired by T-Mobile serving over 53 million customers offering wireless voice, messaging, and broadband services with over $33 billion in annual revenue.

Ticker: TMUS

Senior Manager, Digital Marketing & eCommerce

1996 - 2000

Below are samples of the digital marketing, product, customer experience, and eCommerce initiatives I led at Sprint | T-Mobile

Sprint | T-Mobile Image

During my role at Sprint as Senior Manager, Digital Marketing, and eCommerce I led the 'One Sprint' digital customer experience design strategy and integration initiative of all major business units into a single cohesive enterprise digital experience.

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Digital Customer Experience

I managed a cross-functional team of participants from each of Sprint’s seven major business units. Our team transitioned seven separate Web experiences into a single unified digital customer experience. This provided Sprint customers a view of the full spectrum of services for their particular customer type, re-establishing an implicit message of "Clarity" consistent with the core Sprint brand message. We accomplished this objective without utilizing outside agencies ($500,000 cost savings). We also led the migration of all Sprint Web experience to a single digital marketing and eCommerce platform. The consolidation of digital marketing and eCommerce budgets resulted in operational cost savings in excess of $9 million.

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Digital Product Strategy

My initial role at Sprint was in the wireless business unit, Sprint PCS. I developed and managed product concept engineering initiatives in marketing, user research, UX testing, and customer experience design processes. This involved the complex articulation and communication of emerging products and services in the consumer and business wireless telecommunications market, accurately defining the optimal customer experience into qualitative and quantitative research design simulations and digital applications. I defined the strategy and managed the UX/UI design, information architecture, content development, and software engineering team for a retail digital sales and marketing kiosk, InfoCenter. The Sprint PCS InfoCenter provided potential wireless customers with qualifying market-specific purchase decision content in a variety of third party retail environments including Best Buy, Radio Shack, Circuit City, and Sprint stores. The digital kiosk application was designed to track usage patterns and trends, facilitating the initial data collection, analysis, and eCommerce strategy development of the Website.

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Digital Marketing & eCommerce

I Led the user research and digital customer experience design of the initial Sprint PCS eCommerce Website. It's hard to imagine, but prior to my work at Sprint PCS, you could not buy a mobile phone and service online until 1998. I developed a comprehensive digital sales, and marketing strategy focused on customer engagement, sales, and retention by providing digital customer service. The new Website resulted in operational cost savings to the Sprint call centers in excess of $6 million.

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