Profile
Kristen is a bilingual B2B marketing, sales, and customer experience executive with more than 20 years of international experience helping global organizations strengthen customer engagement, optimize customer journeys, and drive business growth. She brings deep expertise across customer success, digital marketing, payments, travel, hospitality, and SaaS environments, alongside a strong ability to translate customer and business needs into scalable operational and commercial strategies. Known for combining strategic thinking with a highly customer-centric approach, Kristen has led cross-functional initiatives spanning customer experience transformation, digital engagement, stakeholder management, and international program delivery. She has extensive experience working in matrixed global organizations and collaborating with multicultural teams across the United States and Europe. Her background includes both corporate leadership and consulting-style advisory work, with a consistent focus on improving customer satisfaction, retention, operational effectiveness, and business performance. Additionally, Kristen specializes in B2B relationship management within the financial services sector. Her daily impact includes driving customer engagement strategy, account management, client communications, digital marketing initiatives, and customer success leadership, consistently supporting large enterprise and international clients.
Professional Background
Prior to her consulting and independent advisory work, Kristen held leadership and client-facing roles at major international organizations, including American Express, Carlson Wagonlit Travel, and Accor. At American Express, she spent nearly a decade in international business and payments-related roles, managing key relationships, supporting B2B customers, and driving customer engagement and commercial growth initiatives within highly matrixed environments. During her tenure at Carlson Wagonlit Travel, she operated in the global business travel sector, supporting international corporate clients and delivering customer-focused travel solutions. More recently, Kristen has led strategic customer success and experience projects, notably serving as Head of Customer Success for an Accor initiative focused on customer engagement and service optimization.
Education
Kristen holds an MBA in Finance and International Business from Columbia Business School in New York and a Bachelor of Arts in Political Science and French from Indiana University Bloomington. She is also certified as a Digital Marketing Professional through the American Marketing Association and the Digital Marketing Institute.
Furthermore
Kristen is an American living in France and is fully bilingual in English and French. Passionate about international cultures, communication, and lifelong learning, she has built both her personal and professional life across multiple countries and industries. She enjoys history, art, design, travel, and intercultural exchange, and particularly values opportunities to connect people and ideas across cultures.