Cathy Romero

I manage three interconnected roles to drive customer satisfaction and business growth. As Marketing Manager, I lead our brand’s marketing initiatives, focusing on email campaigns, social media engagement, and the creation of marketing assets. Additionally, I oversee the development of marketing assets, ensuring they align with Aurora Office Furniture’s brand voice and strategy. In my role as CRM Manager, I support business development by researching leads, tracking customer interactions, and identifying new opportunities for growth. As Business Operating System Administrator and Communications Lead, I help optimise internal processes and streamline workflows to ensure smooth operations and clear communication across teams. These combined roles allow me to contribute to both customer satisfaction and business efficiency.

How do you help solve customer problems?

As CRM Manager, I assist the Business Development Manager and Appointment Setter by conducting in-depth research on potential leads, ensuring our outreach efforts are targeted and effective. In my role as Marketing Manager, I deliver timely, clear communication that keeps customers informed and engaged. I use these systems to track customer interactions and address issues proactively. Additionally, as Business Operating System Administrator and Communications lead, I streamline workflows and align operations to ensure smooth service delivery.

How do you give customers an excellent experience?

I focus on creating a personalized, efficient customer journey. By leveraging CRM data, I tailor our approach to meet customer needs. Through professional email communication, I provide clear updates and build trust. Behind the scenes, I use various systems to optimize operations, ensuring reliability and consistency in every customer interaction.