Brenna Heaps

Leading and developing a Customer Support team, driving initiatives to enhance team performance and customer satisfaction.

Researched and implemented new customer experience tools, including AI solutions, to enhance operational efficiency and elevate customer satisfaction.

Managed cross-functional collaboration with Marketing, Product, and Operations, translating customer insights into actionable operational improvements that boosted efficiency.

Established and maintained comprehensive documentation standards, workflows, and internal tools, enabling scalable operations, consistency, and efficient knowledge sharing.

Provided clear, organized communication and strategic updates to internal stakeholders, fostering cross-team alignment and accountability.

Managed full lifecycle of diverse web and digital projects for multiple clients, ensuring on-time, on-budget delivery from kickoff to successful launch.

Served as primary client contact, leading prioritization discussions, providing status updates, and ensuring transparent communication for assigned projects.

Collaborated closely with design and development teams to deliver creative solutions, ensuring alignment with client goals and technical specifications.

Implemented and optimized Asana workflows, significantly improving project visibility, prioritization, and on-time delivery across global, cross-functional teams.

Led comprehensive project documentation practices, ensuring clear handoffs, enhancing transparency, and maintaining operational consistency.

Supported client retention and growth initiatives by ensuring strong project delivery, proactive problem-solving, and fostering trusted partnerships.

Led cross-functional initiatives to significantly improve design-to-development workflows, tools, and documentation across Product Design and Engineering teams.

Managed large-scale digital initiatives, including a comprehensive product and brand refresh, coordinating efforts across internal teams and external agencies.

Implemented scalable systems and change management strategies, resulting in improved efficiency, quality, and cross-functional collaboration.

Oversaw the successful rollout of a Digital Asset Management (DAM) system and standardized processes, enhancing asset accessibility and support for distributed teams.

Orchestrated cross-functional planning and execution for multiple digital launches and campaigns, coordinating efforts across Product, Marketing, and Engineering.

Managed timelines, deliverables, and communication for multiple concurrent initiatives, ensuring efficient execution in a fast-paced environment.

Developed and implemented structured workflows, enhancing alignment, execution quality, and stakeholder visibility across projects.

Managed digital initiatives, onboarding programs, and feature launches, fostering strong relationships with key platform partners.

Coordinated cross-functional teams to deliver cohesive, high-quality digital experiences and marketing campaigns.

Planned and executed the company's inaugural large-scale virtual event, establishing a repeatable delivery playbook for future initiatives.

Directed cross-functional teams in delivering impactful digital experiences across websites, microsites, and marketing campaigns.

Led planning and execution of flagship events and launches, managing multi-million-dollar budgets to successful outcomes.

Partnered with Product and Design teams to support go-to-market initiatives and ensure high-impact digital delivery.

Managed multiple concurrent client web projects, overseeing scheduling, scope, budgets, and resource allocation to ensure successful delivery.

Maintained strong client relationships through transparent communication, detailed reporting, and proactive issue resolution.

Implemented process improvements that enhanced delivery efficiency and fostered improved team collaboration.

Led a cross-functional team in redesigning shopterrain.com, optimizing and unifying the customer experience.

Spearheaded the complete rebrand of Terrain's branding and packaging, enhancing market presence.

Defined, documented, and delivered training for new customer service processes across Anthropologie and Terrain service centers.

Converted a company distribution center into a shipping facility, concurrently defining and implementing new shipping processes for Terrain.