Marcela
Lay

Sr. Director, Client Engagement

Partners with clients to navigate the seas of change

Marcela is a strategic customer experience professional with over 18 years of experience working with Fortune 500 and top clients such as Lowe’s Home improvement, Delta Air Lines, The Coca-Cola Company, State Farm, Fresenius Medical Care, and Wells Fargo. Marcela’s experience allows her to bring a holistic understanding of all aspects of digital, including marketing strategy, experience design, and platform development.

Throughout her career as a trusted advisor to her clients, and combined with a solid background in customer experience strategy and process optimization, Marcela has led cross-disciplinary teams to deliver a range of customer experience transformational solutions. These strategic solutions had enabled brands to increase their customers’ share of wallet, retention, loyalty, and advocacy as well as creating operational efficiencies.

Marcela approaches each and every relationship, opportunity, and challenge with thought and purpose, empowering the team members around her and inspiring her clients to continue to innovate and lead. Marcela is a reliable, trusted and inspirational leader to the team.

In her free time, Marcela enjoys painting in acrylics, biking with her family, exploring new restaurants, and reading a good business book.

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