Senior CX Consultant
Laurene is a career CRM marketer and customer experience specialist, with over 25 years expertise in leveraging customer data assets and market insights to optimize customer engagement, deliver product and market growth and maximize shareholder value.
Laurene has held executive roles with some of Canada’s leading advertising agencies, where she developed industry-leading programs to acquire and retain customers, built CRM methodologies and defined optimal customer/channel engagement strategies for clients across the financial services, telecommunications, retail, automotive, and tourism sectors.
More recently, as a member of the executive team at Canada Post Corporation, Laurene defined the strategic direction and led the implementation of an organization-wide customer-centric transformation for the Direct Marketing Line of Business resulting in successive years of growth for this multi-billion dollar business unit. During this period, Laurene was awarded the Direct Marketer of the Year Award by the Direct Marketing Association in recognition of her efforts to improve the marketing industry’s experience with Canada Post.
Since joining CustomersFirst Now in 2013, Laurene has led a variety of customer experience engagements for various globally recognized brands in the retail, automotive, manufacturing
Laurene holds a B.Com from the University of Toronto with a double major in Commerce and Economics and a minor in Statistics. She serves on the Lung Association of Ontario board of directors and chairs the Association’s Marketing Committee as well as the Strategic Directions Committee.