Sihan (Angela) L.

- Deliver world-class support to our top clients - Maintain a balanced proactive/reactive relationship with your assigned accounts. - Dedicated duties include account monitoring, regular check-ins, and relationship-building - Reactive duties include training, product support, and appropriate delegation when technical issues and feature requests arise - Understand clients' goals and objectives to drive strategic growth, and provide guidance on how our platform and services can support their needs - Become an expert on the Impact.com platform, staying up to date with new features, functionality, and industry trends - Drive product adoption and usage among clients, ensuring they fully leverage the capabilities of our platform - Monitor client health metrics, track usage patterns, and proactively address any potential risks to customer retention - Advocate for customers' needs and requirements, working with cross-functional teams to deliver exceptional customer experiences

• Identify, recruit, manage, negotiate, develop, and nurture affiliate partners for clients, • Create channel revenue forecasts and performance projections ensure tactical implementations are aligned with client ROAS KPIs, • Prepare and deliver regular reporting on channel performance, partner activity, and provide recommendations on opportunities for growth, • Create and define channel strategy to optimize performance through competitive analysis, data-driven insights, and frequent testing, • Define workflow and implement processes that are productive and efficient while ensuring adjustments are made as needed, • Cross-collab with Paid Social, SEM, Retail, and other lines of business on quarterly tactics and strategic recommendations to ensure the affiliate channel ultimately serves a full funnel business objective, • Prepare and deliver regular reporting on channel performance, partner activity, and provide recommendations on opportunities for growth, • Seek and develop affiliate partner relationships for the purposes of diversifying Agency partnerships, • Manage end-to-end administrative finance, account management, and account maintenance tasks for affiliate clients, • Define workflow and implement processes that are productive and efficient while ensuring adjustments are made as needed, • Serve as a SME on affiliate trends and stay informed on changes in the digital landscape that may impact a client program, • Took on management of an affiliate program for an enterprise outdoor clothing & accessory brand in May 2023. Between May – Dec, a tracking issue was identified and fixed which slashed YoY revenue gap by 72%, recruited and activated new affiliate partners that reduced revenue reliance on top 5 performers by 4% YoY, and managed a $4M budget while maintaining a $8 ROAS. In Q4 2023, affiliate was third highest revenue driver, achieving $23M in revenue and contributing 14% to total business.

- Proactively recruit partners across the funnel and manage partners in collaboration with clients and publisher team and build a working relationship with top affiliates, - Maintain a strong understanding of the client's affiliate channel KPIs and overall concerns, - Maintain in-depth understanding of the client's omni-channel overlap to enhance and build upon the customer path-to-purchase, - Manage, set, and assist in defining client expectations for channel performance, partner performance, and program growth, - Develop and implement creative strategies for scalable program growth while ensuring client concerns are addressed, - Source, vet, negotiate, and propose opportunities and partnerships (performance & B2B) that align with client initiatives, - Collaborate with client POCs to monitor channel ROAs and performance against forecast and pacing, - Negotiate spend and set expectations for program partnerships while prioritizing the client KPIs on paid media, - Take a 360 degree approach on analyzing data from various sources (Google Analytics, Spyfu, Similarweb, Impact, Awin, SAS, CJ, Rakuten, Ascend) to model and create informative reports for client(s) to use in evaluating future spend, - Create and deliver comprehensive and informative reports using tools such as Tableau, PowerBI, Excel, for the client and C-level executives, - Develop and contribute to Oak's knowledge base with case studies and account management best practices to ensure company and coworker growth, - Develop and contribute to team skill growth by creating and leading monthly training, - Manage the start of a full funnel affiliate program for a niche business in Q3 2022 and achieve $1.17Mil in affiliate revenue by end of Q4 2022 through educated and informed decision making, - Affiliate program management for an array of brands Vitacup, Lifeboost Coffee, Autonomous AI, Vivoo A.I, Neuro Gum, Greater Than, Bakblade, Lauren Moshi, Gardyn, RealEats, The Flex Company, & Hug Sleep.

- Assume ownership in developing and growing relationships with various affiliate networks and major affiliates, - Proactively recruit affiliates across the portfolio and project manage affiliate migrations in collaboration with clients and publisher team and build a working relationship with top affiliates, - Manage advertiser affiliates and affiliate partnerships, - Maintain a strong understanding of the client's channel KPIs and overall concerns - Manage client expectations related to affiliate channel performance, partner performance, and program growth, - Develop and implement various strategies to push for scalable affiliate program growth while ensuring client concerns are addressed, - Actively seek and negotiate for unique opportunities from affiliate partners on behalf of the client, - Manage ongoing communication with various partners to understand key challenges and drive innovation and improvements for the client, - Be cognoscente and respectful of client and publisher struggles in the process of negotiations to enhance the existing partnership, - Educate and inform client team(s) of affiliate industry best practices as needed, - Remain informed of current industry trends and developments and inform clients as needed, - Create and deliver comprehensive and informative quarterly reports for the client and C-level executives, - Proactively seek solutions to any issues related to the client's affiliate program, - Develop and contribute to Oak Digital's knowledge base with case studies and account management best practices to ensure company and coworker growth, - Collaborate, share ideas, and discuss strategy with client-side team for the purpose of pursuing and achieving overall business growth, - Affiliate program management for an array of brands Vitacup, Lifeboost Coffee, Autonomous AI, Vivoo AI, Neuro Gum, Greater Than, Bakblade, and Lauren Moshi.

- Assume ownership and serve as the primary point of contact for all assigned clients, providing training, guidance and ongoing support in line with each client’s agreed service level, - Develop a deep understanding of all assigned accounts to produce, present and deliver program strategies to meet client’s objectives and goals, - Devise and implement innovative account management tactics that produce competitive and successful affiliate programs, - Maintain familiarity with industry trends to inform program management, while ensuring client(s) are informed of relevant information, - Proactively recruit new affiliates across the portfolio and project manage affiliate migrations in collaboration with clients and publisher team and build a working relationship with top 50 affiliates on network, - Work independently to produce all necessary account management documentation and deliver reports on assigned programs, - Monitor daily affiliate performance to ensure network compliance, - Take a proactive approach in solving issues with assigned clients, escalating issues and sharing updates to the appropriate team level when necessary, - Communicate effectively and professionally with clients, publishers, vendors and internal teams via email, phone and face-to-face, - Attend appropriate client and networking events to enhance client and publisher relationship development, - Provide support to all team members when necessary and be a reference point of knowledge and expertise for more junior members of the team, - Create, analyze, and present customized data reporting for clients using a variety of tools such as Microsoft Power BI, Tableau, and Excel, - Affiliate program management for an array of brands THG Skinstore, THG Skincare RX, THG LookFantastic, Aliexpress, Trip.com, Missguided US, Camper US, Meshki US, Martha & Marley Spoon, Dinnerly, and Torrid.

• Synthesize marketing messages and communicate strong, clear branding to targeted audiences. This includes but is not limited to social media, website content, collateral materials, trade show booths, article placement and press releases. • Follow a prescribed discipline to research target customer organizational structure, strategic plans and needs, set up appointments with key decision makers and influencers, monitor federal procurement solicitations, gather and disseminate competitive/contract intelligence. Update company business development data bases and produce management reports. • Produce high quality responses to RFI’s on targeted opportunities. • Actively participate in pipeline meetings and follow up on action items. • Provide information by collecting, analyzing, and summarizing market data and trends relevant to the company’s strategic plan. • Collaborate with cross-functional personnel to achieve the strategic goals of the company. • All other duties necessary to help the company achieve its growth goals.

• Provided IT support for over 10 markets by diagnosing and resolving routine hardware and software issues. • Received requests for support via phone, email and web/intranet. • Utilized remote assistance to assist customers if the customer’s PC is connected to the network. • Managed a wide range and variety of tickets that are created, modified and closed on Dell K1000 Administrator system. • Escalated problems and/or requests that cannot be resolved by Tier 1. • Actively sought out outside knowledge and research to provide better support for end users. • Maintained positive image of company IT department. • Provided customized and exceptional customer service to all end users. • Created and documented new procedures to be included in a knowledge base as an effort to move into a self-service model for end users. • Pioneered communication between company departments to clean up and create processes that will boost efficiency.

• Received job requisitions from multiple clients and dissect the requisitions to understand the material. • Adjusted to new material and thoroughly research terminology and concepts based on requirements in order to convey the correct job description to candidates. • Sought out candidates and walk them through the entire recruiting process from initial contact to hire. • Cooperated with teammates to respond to job requisitions in a timely matter while ensuring maximum job coverage. • Coordinated with program managers and sales personnel to proactively market the candidate to the hiring managers in a two-pronged approach. • Mitigated candidate concerns regarding benefits and job details during work and after hours. • Assisted in training new recruiters on best practices and successful methods used in IT recruiting.