Leadership

Vice President, Customer Experience

Michelle Franchi

As Vice President of Customer Experience, Michelle Franchi leads Colibri’s mission to create memorable brand experiences that surpass expectations and delight customers resulting in deeper relationships and an increased likelihood of recommending products and services. Michelle leads a team of customer advocates that utilize voice of customer data to spearhead experience reliability and design. As part of this role, Michelle heads the customer service organization that focuses on consistently delivering outcomes that reduce customer effort and create WOW moments.

Michelle joined Colibri as General Manager during the Elite Learning acquisition where she doubled top-line growth and transitioned the organization into an operational center of excellence. From there, she moved into the VP of Membership role where she launched Colibri’s B2C subscription product portfolio across all ecosystems, establishing the organization’s recurring revenue stream. Most recently, Michelle oversaw Colibri’s back office shared services as VP of Operations. Before Colibri, Michelle led the digital transformation for the Madden NFL product line at EA Sports, Electronic Arts and also managed multiple, international product lines for Kodak.

Michelle attended Rochester Institute of Technology where she earned her MBA in Technology and Innovation Management following her Bachelor’s degree in Business and Marketing.