Summary
Overview
Work History
Education
Skills
Languages
Certification
Affiliations
Timeline
Generic

Denise Dean Gonzalez

San Juan

Summary

Highly accomplished and results-oriented marketing and communications leader with 15+ years of progressive experience in dynamic industries, including CPG and telecom. Proven expertise in developing and executing comprehensive internal and external communication strategies, managing budgets, and leveraging digital channels to enhance brand and customer engagement to achieve business objectives. Successfully collaborated with key stakeholders across various departments to ensure cohesive communication efforts and enhance overall performance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Liberty of Puerto Rico
07.2023 - Current
  • Led team of 4 CX professionals to develop strategies enhancing customer experience and reducing churn.
  • Executed communication strategies across IVR, SMS, Email, App, WhatsApp, and Website aligned with business objectives.
  • Monitored and analyzed communication performance against KPIs, optimizing content and channel mix for improved ROI.
  • Spearheaded promotion of self-service platforms, decreasing call volume and increasing Mobile NPS by 58 percentage points year-over-year.
  • Drove operational excellence by optimizing customer journeys across touchpoints and key processes like trade-in, fraud management and tech support.
  • Maintained strong cross-functional relationships with legal, marketing, supply chain, sales, finance, and IT for cohesive customer experience.
  • Utilized data analytics to identify operational issues affecting first call resolution and overall efficiency, collaborating with stakeholders on solutions.
  • Contributed to debt recovery project targeting $48 million in six months through strategic communications planning.

International Marketing Transformation Manager

The Clorox Company
11.2019 - 11.2022
  • Co-led digital transformation of international marketing function, implementing data-driven communication strategies.
  • Achieved 37% personalized paid media through audience-first approach, optimizing message delivery.
  • Established best practices for consumer journeys and CRM implementation in collaboration with domestic marketing teams.
  • Enhanced engagement and media effectiveness by prioritizing audience needs in digital marketing initiatives.

International Brand Engagement Agency Manager

The Clorox Company
01.2018 - 11.2022
  • Managed relationships with key agencies, defining scopes of work and conducting performance reviews.
  • Led financial planning and analysis for LATAM non-working budget of $3.2MM, ensuring accurate tracking of agency fees.
  • Consolidated 19 agencies across AMEA into one, securing alignment among multiple stakeholders under tight deadlines.
  • Selected new media agency vendors in Canada and LATAM, generating $900K in cost savings through operational efficiencies.

LATAM MarCom Media Manager

The Clorox Company
10.2013 - 12.2017
  • Developed and executed media communications strategies for Latin America, achieving campaign objectives across traditional and digital platforms.
  • Managed $22MM LATAM advertising budget, optimizing spending through adaptive planning.
  • Re-engineered marketing vendor selection process, reducing lead times by 26%.
  • Collaborated with procurement and media agencies to negotiate TV station contracts, saving over $700K through CPR optimization.
  • Performed market analysis, determined consumer needs and researched new trends.

Caribbean Cluster Marketing Manager

The Clorox Company
San Juan
08.2012 - 09.2013
  • Led development and implementation of marketing plans for the Caribbean, managing $73MM in revenue, and a team of 3 brand marketers.
  • Directed a cross-functional team to execute strategic plans, enhancing brand loyalty and generating consumer value.
  • Developed and executed a comprehensive communication campaign (ATL, BTL, PR, digital, social, events) for the Brita brand launch in Puerto Rico, driving awareness and trial.
  • Led a new communication strategy and redesigned packaging for the Lestoil brand, targeting younger consumers and resulting in +11% revenue, +3.9bps gross margin, and +4pts market share.
  • Improved Glad brand profitability through strategic portfolio management, pricing adjustments, brand communication, and channel management, yielding +$766K NCS and $326K in profit.
  • Repositioned Armor All with a younger image through the launch of Armor All Furious Wet Tire Shine and innovative campaigns, leading to +15% ongoing sales for new SKUs.

Marketing Manager

The Clorox Company
Hato Rey

Senior Brand Manager

Kraft Foods
Guaynabo

Education

MBA - Finance

Universidad Interamericana de Puerto Rico
Río Piedras, Puerto Rico

BA - Marketing

University of Massachusetts
Amherst, Massachusetts

Skills

  • Communications planning
  • Digital marketing
  • Cross-functional collaboration
  • Event coordination
  • Budget management
  • Project coordination

Languages

Spanish
First Language
English
Proficient (C2)
C2
Italian
Beginner (A1)
A1

Certification

CUSTOMER EXPERIENCE CERTIFIED

Nov 2024, EAFIT University, Medellín, Colombia

Affiliations

  • Event Planning
  • Graphic design
  • Arts and Crafts
  • Pickleball
  • Jogging & training

Timeline

Customer Experience Manager

Liberty of Puerto Rico
07.2023 - Current

International Marketing Transformation Manager

The Clorox Company
11.2019 - 11.2022

International Brand Engagement Agency Manager

The Clorox Company
01.2018 - 11.2022

LATAM MarCom Media Manager

The Clorox Company
10.2013 - 12.2017

Caribbean Cluster Marketing Manager

The Clorox Company
08.2012 - 09.2013

Marketing Manager

The Clorox Company

Senior Brand Manager

Kraft Foods

MBA - Finance

Universidad Interamericana de Puerto Rico

BA - Marketing

University of Massachusetts

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Denise Dean Gonzalez