Transactional Business Growth Program

KEY PLAYERS:

  • Chief of Strategy & Corporate Development Officer

  • Chief Marketing Officer

  • Vice President Marketing

  • Head of Global Incentives

  • Vice President of Product

  • Vice President of Operations/Client Services

OVERVIEW:

A multi-phase initiative focused on improving the Transactional business customer experience and business performance for Blackhawk Network's Hawk Marketplace (HM) platforms

KEY OBJECTIVES:

  • Improve transactional customer retention and satisfaction

  • Improve organic website traffic and qualified leads

  • Increase paid media leads

  • Improve close rates via CRM transition

  • Optimize data and reporting

KEY OUTCOMES:

  • Customer Satisfaction score increased: 66% → Achieved 75%

  • Trustpilot Score: 1.3 → Achieved 4.1

  • Reorders from Net New: 1x → Goal 2x → Achieved 3x

  • TDV Annual Churn: 17% → Goal 11% → Achieved 11%

  • Monthly active customer (MAC) metric: Achieved +27% per period

  • Paid media leads (YOY): Achieved +14%

  • CRM transition: 6,600+ opportunities added for 2,000+ accounts