Jhlechia Ervin
Looks like you landed in the right place...
I'm Jhlechia
Customer Experience • Communications Strategist
Since we're already on a first name basis, it's the perfect time to make yourself comfortable. If you've got a few minutes, I've got a few things worth sharing.
And don't worry! I promise not to bore you with excessive nods to my own brilliance. (Just the right amount). While this is my unquestionable attempt to prove I'm good for business,
my primary focus is to explore how our common goals align.
I've made a personal commitment to only move forward in relationships, collaborations and roles that "check my boxes" --- the ones that spark just the right amount of excitement, challenge and intrigue.
There's no doubt you have your own criteria in mind when you consider who you'll select for your next project or position. If our visions align, it might just make sense to team up and do amazing things together.
Professional Journey
10 Years
Customer Experience
My interactions with customers began behind a desk working for the Hilton Brand as a front desk manager, where I learned how crucial first impressions are and the importance of maintaining brand standards across all touch points. That experience has shaped my contribution on the digital side as a marketer, helping me to remember that behind every "conversion" is a person that is expecting us to deliver on what we have promised through our communication. By observing customer encounters and behaviors, my goal is to paint a more accurate picture every day of who our customer is and what they need.
7 Years
Communication Strategy
Whether face to face, in an email or on a website -- the possibilities to connect with a customer are endless. I got my start as a crafter of communication when I oversaw a program at a Fortune500 fleet management company. I was tasked with finding creative ways to communicate complex information to internal stakeholders. As an account manager for a marketing firm, I became adept at understanding client needs, translating them into tasks across our creative team and delivering above the expectation. And for years as an email marketer, I've obsessed over understanding enough about customers to meet them right where they are in their lives. Recently, I've had the chance to dabble more into brand development, laying the original groundwork for future interactions.
3 Years
Customer Lifecycle
To build and maintain successful brands, it's not only important to understand how to attract customers, but delight them enough to make them stay. Studying that unique lifecycle has allowed me to initiate solutions contributing in excess of 3 million in first-time revenue and 6 million in returning revenue per year by implementing a communication calendar geared towards culturally significant moments. Amongst other significant retention efforts was a quarterly sweepstakes program that I piloted. My hope? For customers to feel seen (and supported) in an overwhelmingly important area of their lives -- finances, during particularly important times. The impact? We were able to humanize our brand, connect with over 3,000 customers in an unforgettable way and solidify what we represent.
Recent Adventures
With the rules constantly changing, education as a marketer is never-ending. Below is a snapshot of some of my most recent knowledge power-ups, but chances are I'm already on the hunt for what's next because I don't know what else to do with my free time.
OWN THE INBOX
A copywriting course aimed at helping marketers write more engaging, high converting emails by understanding who their ideal customer is and what motivates them to act.
IMPROVING CUSTOMER RETENTION
This course teaches the core strategies needed to improve retention and create loyal brand advocates from the start of the customer journey.
REDUCE CHURN &
INCREASE RETENTION
Understanding churn rate and identifying ways to reduce it are integral to the success of any company. This course dives into important strategies.
My Portfolio
A look into my past experience and examples of how I might contribute to your project or team. Click the images below for more details.
Skills
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Campaign conception & management
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Brand development & communication strategy
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Customer behavior analysis
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Customer lifecycle strategy
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Cross-functional collaboration
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Hubspot automation & reporting
