Nick Heller

Freelance/Creative business creation (set-up, pricing, positioning, etc.)

Branding and/or Visual Identity (audits, creation, revamp, etc.)

Process & Project Management

Team & Project Systems, Integrations, Workflow automation

Customer/User Experience Mapping

Digital Asset Management, File Sharing

R&D, implementation, and training on new tools and/or processes

Foster lasting relationships with client partners, vendors, and contractors as the head of a storytelling and strategy agency

Support clients with specific and targeted interdisciplinary project development and content strategy

Develop brands and visual identities; create product and service assets

Design and implement creative asset libraries bringing efficiency and organization to growing businesses

Implement process and project management initiatives, creative team systems, integrations, and workflow automations

Product research, development, and implementation on behalf of clients

Fractional project manager/designer to support growing creative teams

Worked with business leadership and executive stakeholders to architect and develop a new Customer Experience Division in the company, leading a diverse team of 30+ employees, vendors, and freelance contractors across Sales, Marketing, Creative, Product, and Customer Excellence.

Responsible for overseeing the entire membership journey from inception to lead generation, customer onboarding to the delivery of membership resources, member communications, brand messaging, and overall customer satisfaction when interacting with the business. Outcome: Reducing customer friction and pain points led to a 30%+ increase in conversion rates and doubled lifetime member value within two years.

Developed, managed, and implemented an all-new, SaaS- based 'Member Portal' experience. Created parallel internal processes to manage all new members for the first 180 days of service, meeting critical business objectives from leadership. Outcome: Implementing the new portal site gave the business data-backed insight across the entire membership for the first time. Engaged the member base with frequent communication and educational resources and streamlined digital engagement campaigns to reduce member inquiry and bill submission frequency by more than 25%.

Advised executive leadership on industry-specific product and service innovations. Outcome: The business became the industry's first-to-market with an immersive online self-guided member onboarding process (via a member site).

Developed a comprehensive brand overhaul for internal team and external partner use. Outcome: Visual identity refresh, mission, vision, value statements, messaging and tone directives, media relations training for executive leadership, and instructions for co-branded campaigns with strategic partners. Executed the new brand across all distribution channels.

Launched a new marketing website, including hundreds of new resources for members and partners. Outcome: The new website and resources led to highly engaged member and partner interactions, which greatly reduced call volume, wait times, and billing errors across the organization.

Recruited a five-person committee to brainstorm, research, and strategize the organization's creative and product needs and unique selling points. Outcome: Leveraged this information to draft new departmental requirements, such as personnel, budgets, and organizational structure.

Collaborated with business leadership to foster Instructional Design in the business, starting with a week- long employee onboarding and training curriculum teaching the comprehensive member journey to all departments and staff. Outcome: Journey mapping the different customer paths allowed for minimal staff downtime despite additional training needs. Staff retention increased by 15% in the first three months. NPS scores increased by nearly 20% almost immediately.

Established project management processes across internal teams and external vendors to manage large- scale product/software projects.

Provided design and creative support for internal stakeholders' strategic initiatives and project needs presentation decks, training materials, marketing materials, etc.

Collaborate with the sales and production (build) teams to design and develop event solutions

3D Modeling and renderings of custom set builds for sales proposals and build plans

Event animation and video content direction and development

Design and production team integrations for efficiency

Project Manager and creator of custom stadium renderings (State Farm Stadium - Glendale, AZ).

Created and implemented graphic and video content for all sporting events - NFL games, college playoffs, final four, and state championships.

Designed and implemented an Asset Management System to monitor and secure $1M+ of audio/visual, production, and stadium equipment.

Collaborated with staff to architect and develop SOPs and efficiency standards for the hourly freelance/contractor support staff (game days and corporate events).

Managed the Field Crew on NFL game days.