March 2017 | arrivia

Jennifer Strauel

Jennifer develops talent at arrivia with total rewards and work management programs that foster an inclusive and rewarding environment and employment experience to our global workforce. Jennifer brings over 25 years of leadership experience in human resources and business operations in a variety of industries including travel, manufacturing, higher education, and not-for-profit. She holds an MBA from Eastern Kentucky University, a Bachelor’s degree in Business Management from Arizona State University and several HR professional designations.

Jennifer is a dynamic HR thought leader and acts as an internal consultant to the leadership team creating people strategy, aligning groups, facilitating change, and delivering cost-effective and compliant results. She has a proven record for selecting and developing excellent people while instilling a passion for diversity and continuous improvement.

Jeff Zotara

Jeff acts as a growth driver, customer champion and strategic leader. His background includes 20+ years of contributing to high-growth ventures through various leadership positions.

Jeff brings forth innovative and customer-centric approaches for our partners and our members including deploying a comprehensive set of digital marketing solutions, establishing an insight-driven culture and setting marketing’s strategic impact on the business. Additionally, Jeff is responsible for demand generation, product marketing, marketing technology, communications, and creative with an overarching focus on propelling our reputation as a trusted global brand.

John Williams

John began his arrivia career as Chief Financial Officer at headquarters in Scottsdale, Arizona, but since 2015, he has worked as Chief Financial & Commercial Director of ICE Asia Pacific on the Gold Coast of Australia.

John is a key driver in running the operations and advising on financial matters pursuant to the Asia Pacific efforts and initiatives. He works closely with various key leaders to guide the Australia financial investment strategy, strategic business development matters, vendor relations, financial remodeling, projections, and various other valuable financial, legal, and operational initiatives for Asia Pacific.

Brian Fontana

Brian joined arrivia and brought with him more than two decades of corporate and finance experience with high growth domestic and multinational businesses focused in the retail, business services, software development, technology infrastructure and manufacturing industries.

Brian has extensive experience as CFO with multiple private equity owned businesses and has managed multiple initial public offerings, private equity buy/sell transactions, public debt placements, syndicated bank financings, and merger and acquisition transactions. Brian has lead business case study programs involving capital structure and sourcing at both The University of Texas and The Harvard Business School.

In his role as Chief Financial Officer, Brian will oversee the company’s global finance and accounting function, business analytics and metrics, and global ERP platform optimization. His financial management experience supporting the executive leadership team will focus on all aspects of driving profitable revenue growth.

Alan Josephs

Alan joined arrivia bringing with him a strong background in travel industry leadership, and over 20 years of product development experience. Prior to joining arrivia, Alan was the Chief Product Officer for Switchfly, a travel technology company, and held senior management roles at Travelzoo, Allianz Global Assistance, Orbitz Worldwide and Travelocity. Additionally, he previously acted as the CEO of Perfect Escapes, an online travel company focused on luxury hotels.

In his role as Chief Product Officer, Alan is responsible for product strategy and overall user experience.

Firasat Hussain

Firasat joined arrivia with more than 23 years of experience in IT and has held senior leadership roles at Ticketmaster, RR Donnelley, and Orbitz. He has specialized in building customer-centric products and high-performance technology platforms for global companies in travel, live events, retail, and healthcare. His accomplishments include launching new SaaS offerings, delivering high volume digital experiences, and enterprise Agile and DevOps transformations.

In his role as Chief Information Officer, Firasat leads technology strategy, engineering, and operations.

Travis Markel

Travis joined arrivia with more than two decades of experience in travel, loyalty, and contact center leadership. His passion for great service, knowledge of business operations, and deep understanding of the customer experience have been established through his hands-on approach with industry leaders such as Carlson Wagonlit Travel, Connexions Loyalty, and Corporate Travel Management, giving arrivia a broad perspective on a variety of best practices.

In his role as Chief Experience Officer, Travis is responsible for more than 1,500 team members across seven sales centers around the world. His focus is on continuous improvements to drive results, enhance the customer experiences, and provide insight into new marketplace opportunities. His attention to detail, drive to excel, and focus on collaboration enable him to transform business strategies into pathways for success at all levels of the organization.

Mike Nelson

Mike joined arrivia as an accomplished leader with a track record of working with high growth companies. Prior to joining arrivia, he was at Allianz, one of the world’s largest financial services companies, as the CEO of its multi-billion dollar global travel insurance business. The business achieved the top market share position and more than tripled revenue in the US during Mike’s tenure.

Prior to Allianz, he was part of the management team that launched Orbitz, a leading online travel agent, and helped grow it to over $11 billion of gross travel bookings. Mike held many roles during his 12-year tenure at Orbitz, including Global Chief Operating Officer and President of Partner Services.

Mike has been in the travel industry for more than 20 years, has strong international experience and a deep understanding of our industry, partners and customers. He brings a great mix of leadership, operational experience, technical breadth and a passion for the customer experience

Ross Crowder

Ross joined arrivia as Chief Strategy Officer, where he focused his initiatives on setting the product innovation agenda for arrivia in an ever-changing world of digital marketing and new product ideation. Today, Ross is our Chief Commercial Officer responsible for commercial development and strategy. He leads our business development and account management teams and concentrates his efforts on strengthening and optimizing existing relationships while seeking new growth opportunities.

Ross’s innovative solutions have earned arrivia several international business awards, and in 2012, the American Resort Developer’s Association recognized Ross as International Marketing Executive of the Year.

Kevin Sharp

When he’s not busy enjoying the gorgeous views on the Gold Coast of Australia, Managing Director of arrivia Asia Pacific Kevin Sharp focuses on building a solid and robust business and global presence for arrivia.

He has been part of arrivia operations in the Asia Pacific Region and designated arrivia Aussie for more than 15 years. In his role, Kevin oversees the arrivia Southeast Asia and the Pacific organization with additional satellite offices located in New Zealand and the Philippines.

Kevin has a diverse background in the management and ownership of hotels and resorts, and he has also held positions in property investment and corporate management throughout his career. Previously, he spent several years in Asia with Awani Hotels & Resorts, heading up a diverse club that operates multi-destination golf courses, theme parks, hotels, resorts, and two cruise ships.

Don Buckelew

Don joined arrivia in December 2019 and brought more than three decades of experience delivering technology-led business transformation solutions. Don joins arrivia after a successful consulting career as a partner with Ernst & Young and Accenture. He has extensive experience supporting organizations, from strategy through construction and deployment, as well as helping lead technology operational improvements. Don has worked across numerous industries, including healthcare, financial services, and travel. He has led numerous large-scale, global technology programs and served as Accenture’s Global Application Modernization leader for several years.

Don, in his role as Chief Information Officer, manages global arrivia enterprise technology. He is responsible for development and delivery on our IT strategy and ensuring our technology team is fully meeting the needs of our clients.

Business & Community Awards

American Express Travel Representative Excellence Award 2017, 2018 & 2019
American Express Pacesetter Award for ICE Personal Vacation Consultant – Jennifer Conner
American Marketing Association – Spectrum Award American Marketing Association
Arizona’s Most Admired Company – Best Places to Work
Arizona Republic – Who’s Who in Business Top-Ranking Women-Owned Business
BestCompaniesAZ – “Best of Cool” Company on 100 Best Arizona Companies List
Business Intelligence Group 2019 Innovation Award for Cruise Chat
Business Intelligence Group 2019 Best Places to Work
Business Intelligence Group 2019 Excellence in Customer Service Award
Feefo’s Trusted Service Award for ICE Australia’s Cruise Megastore & My421 Rewards brands
One of INC 500/5000 Fastest Growing Companies
Perspective Magazine Best Innovation Award
Phoenix Business Journal – ICE Inc., #13 Fastest Growing Companies
Phoenix Business Journal – ICE Inc., #10 Privately Held Companies
Phoenix Business Journal – ICE Inc., #12 Valley’s Healthiest Employers
Phoenix Business Journal’s #1 Woman-Owned Business for 5 consecutive years
Scenic Luxury Cruises & Tours – Top Online Travel Agency for ICE Australia
Spirit of Enterprise Innovation Award from the Arizona State University W.P. Carey School of Business
#20 on Travel Weekly Power List
Travel Weekly Magellan Award – ICE Lifestyle Collection – Travel Innovation, Silver
Travel Weekly Magellan Award – ICE Software Solution – Travel Agent Innovation, Gold

Marcia Rowley

Marcia Rowley, together with her husband, John, co-founded ICE in 1997, introducing its original Cruise Exchange program. Marcia was responsible for forging the initial cruise vendor agreement with Carnival Cruise Line®, as well as developing the original strategic alliances with high-quality resorts in the US, Mexico, and Europe. These relationships transformed the ICE business from concept into reality.

As COO, Marcia played an integral role in ICE’s worldwide marketing, operations, and key account management. In 2006, ICE debuted at #1 on the Phoenix Business Journal’s list of Top Women-Owned Businesses. Since then, due to Marcia’s unique vision, ICE has been consistently recognized as a top leisure and loyalty organization internationally.

Elliot Springer

Elliot Springer co-founded SaveOnResorts.com (SOR Technology) in 2004 along with Kevin Schneider, developing the business into a global travel technology and fulfillment provider for closed user groups. Elliot grew SOR through agility, speed-to-market, and streamlined operations, evolving SOR from a resort leads generator, to a complete travel solution powering thousands of private vacation clubs, corporations, and top resorts worldwide.

Elliot is responsible for managing SOR Technology operations, and continuing to drive strategic direction, relationship building, and a team-first mentality.

John Rowley

John Rowley co-founded ICE in 1997 with his wife, Marcia.

Prior to co-founding ICE, John spent many years developing high-tech software companies and also worked for several tech giants, including Intel®, Computer Sciences Corporation, and Tektronix®. John also directed the successful start-up of Phoenix-based MiniSoft, Inc., a leading legal software and services company.

As CEO, John led the strategic vision of ICE and fostered an entrepreneurial culture that rewards passion and innovation. John’s expertise in technology leadership and global business development, coupled with Marcia’s commitment to excellence and execution, is what made ICE a leader in the leisure loyalty and rewards market.

Joshua Kanter

Joshua joined ICE in early 2019 with two decades of marketing experience in the retail, hospitality, and leisure industries, serving in senior leadership and marketing roles for well-respected companies such as PetSmart, Viking Cruises, and Caesars Entertainment. Joshua has been a speaker at industry forums focused on marketing, loyalty innovation, and the customer experience.

In his role as Global Chief Marketing Officer, Joshua oversees global teams responsible for all aspects of the company’s customer engagement strategy, including direct marketing strategy, digital consumer engagement, loyalty marketing, marketing technology, customer analytics, and brand creative strategy. His combination of marketing, technology, analytics, and strategy expertise helps the company to deliver revenue and profit growth to ICE and its global partners.

Ciprian Morar

Over the past two decades, Ciprian has worked on more than 100 startups and international digital productions in the fields of travel and design. He worked for Expedia Europe in its early stages as Head of Product Development, and in 2008, he founded Lateral Inc. In 2019, ICE acquired key personnel and intellectual property related to artificial intelligence applications in travel and mobile-first software development from Lateral Inc., and Ciprian took on the role of ICE’s Chief Design & Technology Officer.

Lateral Inc. is a design and technology company with a global presence and track record in building solutions in travel, ranging from cruise, flights, hotels, packages, insurance, artificial intelligence (AI), mobile apps, and more. Its R&D centers based in Silicon Valley, New York, and Romania have received recognition for their approach to quality and their commitment to social impact.

Guido de Koning

Guido joined ICE in 2019 with more than two decades of experience in human resources leadership in the US and internationally, including Europe, Japan, and Singapore.

Guido has extensive experience in all aspects of HR: driving talent, engagement, and performance; aligning leadership and improving collaboration; and managing corporate acquisitions, integrations, and restructurings. He has worked in management consulting, healthcare, and enterprise software, and holds a Bachelor’s degree in International Business and a Master’s degree in General Management.

Guido’s strategic and action-driven approach to human resources promotes positive enhancements within ICE’s employee engagement and culture, bolstering the growth and development of all of team members at ICE.

Kevin Schneider

Kevin is a college-professor-turned-CEO who co-founded SaveOnResorts.com (SOR) in 2004 after being hired to build a website to generate leads for a new resort hotel in San Diego. Named one of the Fastest Growing Travel Companies in America by Inc., SOR works with private vacation clubs, corporations, and top resorts worldwide to ensure their members enjoy tailored and turnkey travel options that fit their lifestyle, expectations, and budget.

As the CEO of SOR and the Chief Product Officer for ICE, Kevin oversees strategy and innovation across multiple product offerings, ensuring that both companies continue to build and deliver the best possible solutions for their global partners and consumers.

Trevor Steege

Trevor joined ICE in 2016 with years of in-house counsel experience and quickly became an integral part of the ICE team. During Trevor’s three years with ICE, he has been instrumental to the growth and development of the Company by partnering with the business on its core legal needs. Trevor counsels the business on its commercial transactions, compliance initiatives, domestic and international operations, and overall risk management.

Trevor holds a Bachelor’s degree in Economics and a J.D. and is admitted to practice law in Arizona and California.

Christine Aguilera

With more than 20 years of C-level experience, Christine Aguilera joined ICE as Chief Financial Officer in early 2015. In 2019, she transitioned to the role of Chief Corporate Development & Legal Officer.

Prior to ICE, Christine held a number of C-level positions with SkyMall®, including President of this iconic brand for over 10 years. At SkyMall, Christine organically grew sales to over $250M by developing and marketing a technology-driven, white-label merchandise solution for some of the most well regarded loyalty organizations in the world, including Marriott, Capital One, Caesars Entertainment, and Merrill Lynch. Christine was outside counsel to SkyMall’s IPO and led SkyMall through three sales, including two private equity investments.

In addition to her accounting experience, Christine has been an attorney for 25 years and has served on a variety of boards.

Lisa Jackson

Lisa joined ICE in 2000 after seven years as the highly regarded Western Regional Sales Director for renowned Cunard Line^®. Using her in-depth understanding of the cruise industry, Lisa became an immediate asset to ICE, rapidly advancing through positions from Cruise Market Analyst to Vice President of Product Acquisition and Yield Management. In her current role as Senior Vice President of Global Business Development, she is directly responsible for driving new business and ensuring the success of our current partners in EMEAI (Europe, Middle East, Africa, and India).

Lisa’s team of business development professionals has grown and strengthened ICE’s vast array of travel partnerships around the world. Her passion for the industry as a whole drives her relentless efforts to exceed the expectations of our discerning partners and their members for quality, service, value, and choices in cruises, resorts, and destinations worldwide.

John Meyer

As Senior Vice President of Account Operations, John oversees account support for ICE’s largest brand partners to ensure ICE delivers on our promise of Operational Excellence. In addition, John oversees product acquisition, supply chain management, and fulfillment for ICE’s lifestyle products, including merchandise and wine offerings.

Prior to ICE, John was the Vice President of Operations for DirectBuy, a consumer buying club organization where he was responsible for the supply chain and corporate service organization. He also oversaw the establishment of key metrics and investments in core technologies to provide DirectBuy with an infrastructure that allowed it to dramatically improve its order fulfillment on almost $1 billion in retail equivalent sales. John also has a background in technology, with 15 years of experience operating large-scale service delivery on a global basis for some of the world’s largest companies. John’s extensive background in supply chain and operations management has been an integral part of ICE’s leadership team since joining ICE in 2013.

Nick Kuhl

If he looks cool and talks cool, he must be Nick Kuhl! Nick joined the ICE family in 2010, bringing more than 25 years of both domestic and international call center experience to the team. He quickly showed his ability to motivate sales staff, improve efficiencies, and drive results, which propelled him into his current position in which he oversees global call center operations for cruise, travel, resort, and lifestyle products. Nick has had a tremendous impact on sales efficiencies and bottom-line results through the implementation of innovative process improvements, ongoing training programs, and leadership development.

Nick began his career as a call center agent with the TruGreen^® organization in 1988 and made his way up to General Manager with full P&L responsibilities for his market. In 2001, Nick ventured into the resort and leisure industry, spending the next eight years managing marketing and call center operations for Marriott Vacation Club International (MVCI). During his tenure with Marriott, Nick was part of a team that successfully launched MVCI’s Asia Pacific Division with sales operations located in Singapore, Thailand, Japan, and Hong Kong. His strong leadership abilities and extensive call center operations experience continue to guide ICE in providing world-class service in a high-growth environment.

Jack Waller

Jack joined ICE in 2015 as Senior Vice President of Strategic Business Development, overseeing the development of new programs and partnerships in several business verticals.

Jack has specialized in marketing and advertising for the hospitality, vacation ownership, and professional sports industries for more than 25 years. He was a founding partner of Strategic Alliance Marketing, LLC, a leading company in market research and direct marketing for the hospitality and professional sports industries. Jack later joined Wyndham^® Vacation Ownership as their Vice President of Marketing for Arizona, Southern California, and Mexico. Jack’s skills and experience have proven instrumental in providing dynamic growth within ICE’s current resort partnerships in addition to developing new domestic and international resort alliances.

Kris Singleton

With almost three decades of experience in technology and more than a decade in the hospitality industry, including executive positions at world-renowned hotel organizations such as The Cosmopolitan and MGM MIRAGE, Kris has a successful track record in defining strategies, driving bottom-line growth, and achieving business goals. She joined ICE in 2016 as Senior Vice President and Chief Information Officer, and now focuses on global business development to establish new key business partnerships.

Kris excels in cross-team collaboration, strategic development, project and program management, and innovative technology design. Her reputation for implementing transformational changes, building cutting-edge systems, and enhancing the customer experience help ICE stay at the forefront of the marketplace.

Marlene Reyes

Marlene Reyes joined ICE in 2013, bringing nearly 15 years of experience in both the marketing and hospitality industries, including key management roles for Caesars Entertainment Corporation. Marlene’s energy and passion quickly boosted her into the key leadership role of Senior Vice President of Business Development & International Marketing. Her depth of knowledge and experience with loyalty and membership marketing makes her an invaluable asset to the ICE team.

When she isn’t collecting coffee mugs with sassy remarks on them, Marlene leads business development initiatives that create innovative, high-value opportunities and drive growth for both ICE and ICE partners. She is also responsible for ICE’s international marketing teams and initiatives in the UK, Mexico, Portugal, and India. Additionally, Marlene is proud to work closely with ICE’s Women on Their Way Program, serving as a mentor supporting high-potential, top-performing women within ICE.

Diane Smith

Diane joined ICE in 2014 as the Vice President of Customer Experience, bringing over 20 years of leadership experience in the travel industry. ICE’s global customer experience has continued to evolve under Diane’s leadership, and she now holds the position of Senior Vice President of Revenue Integrity and Customer Experience, partnering with various teams throughout ICE to ensure both a positive external and internal customer experience.

Prior to ICE, Diane was a founding director at JetBlue Airways^® and played an integral role in creating both the customer experience and the culture. Diane also spent five years at Southwest Airlines® leading a contact center. In those positions and at ICE, she continuously demonstrates a track record of success in identifying process improvements and efficiency gains. During Diane’s tenure, ICE has achieved higher-than-industry-standard Net Promoter Scores, and our Customer Experience Management team won an ARDA Gold Award in 2019.

Professional Affiliations

American Resort Development Association (ARDA)
American Society of Travel Agents (ASTA)
Asociación de Complejos Vacacionales y Turísticos (ACOTUR)
Asociación Mexicana de Desarrolladores Turisticos (AMDETUR)
Association of British Travel Agents (ABTA)
Cruise Lines International Association (CLIA)
International Air Transport Association (IATA)
Resort Development Organisation (RDO)

FULFILLMENT

Handling over 16 million inbound and outbound calls annually, our world-class fulfillment operations are focused on the sales, fulfillment, and customer service of travel and lifestyle-based benefits for our partners and their customers. ICE is proud to provide:

Private-branded services for over 100 different corporations, resorts and hotels
Dedicated agents who deliver exceptional service in 100+ languages worldwide
Call centers that continuously gauge and enhance the customer’s experience
On-screen platform support and services in 23 languages and 45 currencies

LOYALTY CURRENCIES

Utilizing our exclusive and proprietary rates on travel and leisure products, ICE funds consumer savings through various alternative loyalty currency programs including:

Multi-tiered currency values and membership levels
Loyalty or membership points
Vacation ownership points or weeks

LOYALTY PROGRAMS & MEMBER BENEFITS

Our loyalty and member programs provide consumers with access to travel and lifestyle benefits while using loyalty rewards and redemption. With Savings Credits, (our integrated ICE-funded currency), we provide cash credit savings on tens of thousands of travel and lifestyle products. Our unique travel and lifestyle member benefits can help increase:

Brand loyalty
Customer engagement
Sales efficiencies
Upgraded purchases
Referrals
Timely fee payments
Customer value
Bottom-line results

* In some cases private branding may be available.

INCENTIVE PROGRAMS

ICE delivers its travel and leisure incentive products in a variety of options:

Loyalty or referral rewards
Vacation gift cards
Sales incentives
Maintenance or club fee rebates
E-certificates or customized savings cards

TECHNOLOGY

Our proprietary technology platforms and private-branded call centers are designed to support customers using alternative currencies. These multi-tiered, high-value travel-based programs are anchored by a sophisticated CRM system that manages memberships, loyalty programs, and alternative currency use. They also provide:

Automated delivery of travel and lifestyle benefits for cash or loyalty currency
Powerful yield and booking tools to leverage rate programs
Brandable product delivery and fulfillment globally
Dynamic yield engine

Resort Awards

AMERICAN RESORT DEVELOPMENT ASSOCIATION (ARDA) AWARDS
ARDA ACE CIRCLE OF EXCELLENCE

ACE Spirit of Hospitality Award – Juan Manuel del Villar, Human Resources Director
Employer Award
Innovator Award – ICE Cruise & Resort Program
Innovator Award – Lifestyle Collection
Philanthropic Award

ARDY GOLD AWARD

Alliance Partner Marketing Program – Lifestyle Collection
Customer Experience Management Team
Direct Mail Westgate Activation Letter
Employee Engagement
Human Resources and Recruiting
Human Resources Team
Innovative New Owner Acquisition Program – Sears Vacations Lead Generation
Integrated Marketing Campaign
Interactive Internet Advertising (Multiple Award Winner)
Magazine Advertisement
Marketing Brochure
Marketing Management Executive – Ross Crowder
Member Packaging (Multiple Award Winner)
New Marketing Program
New Owner Member Packaging (Multiple Award Winner)
Overall Marketing Campaign
Special Event/Public Relations Efforts
Specialty Marketing Piece – Lifestyle Collection Savings Card
Technology Manager (Multiple Award Winner)
Technology Team

STEVIE AWARDS

Gold Great Employer Award
International Business Award
Community Inveolvement Program of the Year – ICE 3-Day Partner Event
Best New Product of the Year – LIVE365
Bronze Consumer Services Award – LIVE365
Bronze Most Innovative Company of the Year
Bronze Female Entrepreneur of the Year – Marcia Rowley
Bronze Women Helping Women Award – ICE Women on their Way Program

Cruise Line Awards

Carnival Cruise Lines^®

Executive Forum Member

Celebrity Cruises^®

Strategic Partner Group Member

Crystal Cruises^®

Crystal Society Member

Cunard Line^®

Inner Circle Gold Member

Disney Cruise Line^®

EarMarked Rewards Program Member

Holland America Line^®

Centurion Club

Norwegian Cruise Line^®

President’s Club Elite Member
2014 Global Partner of the Year

Oceania Cruises^®

Cruise Connoisseur Club

Princess Cruises^®

Strategic Partner Group Member

Regent Seven Seas Cruises^®

Seven Seas Society Member

Royal Caribbean International^®

National Account Group Member
New-To-Cruise Partner of the Year 2017
Marketing Partner of the Year 2018

Viking Cruises

Platinum Circle Member

Jeremy Rowley

Jeremy began his career with ICE in 1998, bringing extensive experience to the organization’s Senior Leadership Team. Jeremy has held several significant leadership roles at ICE, demonstrating a successful track record in defining sales strategies that drive bottom line growth and achievement of business goals.

As Chief Sales Officer, Jeremy is responsible for more than 1,500 team members across seven sales centers around the world. Under Jeremy’s leadership, the ICE sales center continues to secure dozens of industry awards and accolades each year, including international recognitions for innovation, product design, customer experience, recruiting, and retention.

Bart Fesperman

Bart joined ICE in 2013 after his highly successful 19-year career as the executive in charge of building national digital and direct response TV campaigns. During that time, he helped fuel the growth of a national sales force for one of the largest franchised direct sales organizations in North America, increasing profitability by more than 350% over a three-year period.

As Chief Commercial Officer, Bart focuses on driving business growth and increasing market share within each commercial brand. He has full P&L responsibilities over the commercial brand audiences, including the strategy of marketing, sales, customer service, and operations.

Lance Lucey

Meet ICE’s go-to for all things legal. Joining ICE in May of 2015, Lance Lucey acts as the organization’s general counsel, bringing a stellar 20-year track record of professional success in both legal and corporate business environments. Lance’s exceptionally strong management skills, combined with his in-depth understanding of the bottom line and all areas of business operations and entrepreneurial environments makes him a highly versatile, quick master of new roles, responsibilities, technologies, and environments. Lance’s demonstration of proficiency in such areas of business has earned him recognition in building strategic partnerships and alliances with executives, staff, and business partners. His experience building in-house legal function, leading and guiding internal compliance function, and providing mentorship to new and developing senior executives has proven invaluable to the organization, both in current and future initiatives.

Ashley Wilson

Vice President of Marketing Development, Ashley Wilson, has a career journey tailor-made for her current ICE role. Having cut her teeth leading Account Management and Business Development divisions for a hospitality industry focused firm, Ashley gained invaluable experience and insight serving some of the world’s most prestigious travel brands. In 2014, she brought her considerable skillset, including nearly a decade of managing skilled UI/UX teams, to ICE. Since that time, she has served as the liaison between business and technical teams, ensuring that software developed effectively meets intended business goals. Further, Ashley built the in-house web design and front-end development departments from the ground up, both vital for next level website and UI platform delivery, fashioned to maximize conversions and bolster ongoing sales.

Peter Lenton

With over 25 years of experience in technology Peter joined ICE in 2017 and serves as the VP of Software Development. Peter has critical experience creating and managing technology teams creating world class software.

Prior to ICE Peter successfully ran large enterprise software development teams in Healthcare, Logistics and E-Learning, including several successful technology startups. Peter has lived in Arizona for 20 years and is originally from Australia.

In addition to his work at ICE Peter is a pilot and flight instructor.

Laurie Bowden

Laurie has been with ICE for more than 18 years, building a solid foundation of expertise in B2B and B2C marketing and communications, packaged products, loyalty programs, business development and strategic account management. Laurie’s current responsibilities as Vice President of Marketing, Special Projects include ICE’s corporate and B2B marketing and communication efforts, video production and events, and special projects such as guiding and championing the evolution of ICE’s new wine program. Laurie also works closely with ICE’s WOW Program (Women on Their Way), serving as a mentor and supporting high-potential, top-performing females within ICE.

Prior to joining ICE, Laurie earned the vacation ownership industry’s coveted “Gold Ardy” award from the American Resort Development Association (ARDA) for her marketing work at Polo Towers, Las Vegas. Laurie also has over 10 years in expertise in the retail franchise industry, where she had responsibility for 17 retail locations in five Florida cities.

Patrick Iannone

Patrick has 20 years of human resource experience and has worked in a variety of industries including education, technology, healthcare and insurance. Prior to joining ICE, Patrick was a key leader in compensation, benefits and HRIS for such corporations as Apollo Group, Banner Health, E-funds, Early Warning Services, Copper Point Mutual Insurance and Mobile Mini.

As the Director of Compensation and Benefits, Patrick’s focus is making ICE the best place to work, which includes the areas of base and variable compensation, HR systems, performance management, payroll and employee benefits.

When he is not crunching numbers, Patrick loves to travel to Disneyland with his wife and four children, is a scout leader, and is trying very hard to beat his daughter in basketball.

Kelly Shackelford

Kelly began her journey at ICE in 2004. In each position that Kelly has held with ICE over the years, she has been integral in driving and streamlining the operational functions of the Office of the President while also managing various large-scale projects and day-to-day operations in all areas of facilities, including our Blue Water Café and other employee services.

Kelly was instrumental in the recent move into our new Scottsdale Headquarters, taking a lead role in most design, construction and move related projects. Her attention to detail and creativity as well as a genuine passion for ICE and the image of this company have brought new and exciting innovations.

Brian Critchfield

Brian is a digital media pioneer as well as an international speaker, author, professor, and consultant with over 20 years of experience. Brian launched the first social media agency in the Northwest, developed the Digital Marketing Certificate for a major university, and has delivered workshops on several continents. He has launched hundreds of new products and brands from household names that include Toyota, HP, Weyerhaeuser, and Microsoft as well as dozens of startups. Brian is also a faculty member at several universities, a serial entrepreneur, and has written articles for industry publications.

Brian heads up all digital marketing efforts at ICE including search marketing, social media, email, marketing automation, mobile marketing, content marketing, online display, and more.

Daniel Howard

As Vice President of Information Technology, Dan is responsible for overseeing the global on premise and cloud-based infrastructure, telecommunications and information security organizations.

With 27 years in IT, Dan is a technology visionary with executive and hands-on experience in automating multi-billion dollar enterprises. With a strong record of success in creating robust IT architectures and infrastructures for Fortune 500 companies like Bank of America, Chase Bank and Visa, Dan has a proven ability to bring the benefits of IT to solve business issues while managing costs and risks.

Anne McCauley

Anne is a dynamic, self-motivated leader with extensive experience in high revenue markets and large team management. She possesses outstanding motivational, analytical and planning skills and excels at producing customer based business solutions and building world class customer service teams.

She has over 20 years of sales management experience as Director of Sales for Entertainment Publications and most recently as Vice President of Travel Sales and Services for ICE. Anne is a classically trained singer who also enjoys reading, writing, meditation and spending time with her husband and their daughter Gillian.

Tom Hicks

In his current role as VP of Inbound Global Cruise Sales & Service, Tom is afforded the opportunity to work with internal and external business partners and key stakeholders to continue to drive results and efficiencies. He is dedicated to providing a service that is inspired by best in class service, exceptional value, trusted relationships, and respecting our customer’s time.

Tom started his career in 1999 mastering client retention for Discover Card Financial, quickly advancing into a leadership role developing and training call center staff. He has a tremendous passion for cruising, starting at a young age, which led to his decision to join ICE in 2002. His passion for performance, ability to thrive in a fast paced environment, and desire for interdepartmental collaboration resulted in expanding his responsibilities and being promoted seven times.

Bryan Huskey

Bryan started his career in the timeshare industry with Shell Vacations in 1998 as the Call Center Trainer. Over the next 15 years Bryan worked his way up to National Director of Marketing where he oversaw all marketing operations across the country. He then became the Arizona Director of Marketing for Wyndham where he built their off-premise contact division in Arizona and helped Wyndham establish themselves in the market across five resorts and sales centers.

Bryan joined ICE in the summer of 2017 as the Executive Director of Business Development, where he oversees all domestic and Latin American resort accounts.

Michelle Spatafore

Throughout her 7 years at ICE, Michelle has been closely involved with the Brand and Product Marketing teams to drive strategic, multimedia marketing plans across a variety of key accounts. She most recently developed and managed B2B and B2C branding, communications, marketing and media for ICE initiatives across the globe. In her current role, Michelle is responsible for spearheading membership and consumer marketing initiatives that provide high-value product offerings to our ICE business partners and their customers, in addition to developing new programs that drive company growth and success.

During her tenure at ICE, Michelle has won the prestigious President’s Choice Employee of the Year Award for her contributions to the company as well as the WOW Award (Women on Their Way), which recognizes high-potential, top-performing females within ICE.

Stacey Wedgeworth

Stacey Wedgeworth has been with ICE for over 17 years, having been one of its earliest team members, and is currently Vice President of Program Management & Implementation. She has a strong work ethic, a passion for performance, with a “whatever it takes” attitude, strong communication skills and the ability to build relationships. Today, she leads a team of tenured, high performing implementation professionals who execute strategic business initiatives and programs that drive revenue growth for the company. Stacey plays a strategic role in product innovation and growth strategies using her in-depth understanding of the business and her ability to identify and operationalize manageable solutions for ICE and its business partners.

Jordan Elliott

Our resident coffee and tea expert, Jordan Elliott, joined the ICE UK office in 2011. Having several years of experience in product and commercial ecommerce within the travel industry, Jordan was the perfect fit to manage ICE’s ecommerce needs from across the pond. With his highly-motivated and solutions-driven attitude, Jordan quickly moved to Director of Internet Marketing for ICE UK before the red, white, and blue requested his expertise at the ICE headquarters in the United States as Executive Director of Marketing. After more than a year of success within the role, it was clear that Jordan’s depth-of-knowledge and innovative spirit wasn’t something we could just keep to ourselves, and thus, Jordan returned to the UK as Commercial Director of ICE EMEIA (Europe, Middle East, India, Africa). In his current role, Jordan is responsible for driving and maintaining a consistent trajectory of growth for the ICE Europe business through project management, negotiation, market research, and marketing. He focuses on achieving strategic business goals and sales revenue growth by managing and directing the ICE European team, including Product, Marketing, Technology, Development and Operations.

Chelsea Dishman

Chelsea is writing her bio now. Come back soon to get the scoop.

Ted Davault

One of ICE’s OGs, Ted’s been an ICE team member since the company’s inception in 1997. As ICE’s Global Technology Director and CTO, Ted has successfully led the development of ICE’s original technical infrastructure and is currently leading the architecture and ongoing development of ICE’s Next Generation technology, a valuable initiative that supports our growing customer base and diverse product offerings in the industry.

Prior to joining ICE, Ted was Director of the Phoenix Division of the Advanced Technology Group of Wang Labs, where he received two U.S. patents for retrieval technologies. He was also co-founder of Sonoran Technologies, which specialized in high-end document management solutions for the corporate market.

Stuart Ockenden

Stuart has been an indispensable member of the ICE team since 2002. He served as the Vice President & Director of Operations in Australia, the first ICE affiliate in Asia Pacific and the first to successfully introduce ICE products to the Malaysian market. After 10 years in Australia, Stuart became Senior Vice President and General Manager of the United Kingdom operations where today he manages day-to-day operations of a staff of more than 40 people, leads business development pursuits and manages current accounts.

Previously, Stuart served with many global vacation membership businesses and resorts including Tanco Resorts Berhad, where he was the Vice President of Operations & Business Development for their operations in Malaysia, the United Kingdom and Australia.

As an experienced professional who has excelled in the tourism industry for more than 30 years, Stuart has served as a board member of the Australian Timeshare & Holiday Ownership Council (ATHOC) and is currently on the board of the Resort Development Organisation (Europe) (RDO).

Brian Spitler

Vice President of Information Technology and ICE’s designated IT guru, Brian Spitler joined ICE in 2014. As a senior leader with over 20 years of expertise, his depth of knowledge across a broad range of technologies and departments allows him to be successful in driving and managing ICE’s daily operations across worldwide infrastructures, servers, and service desks, in addition to being responsible for a multitude of network upgrades, enhancing and stabilizing the ICE Infrastructure, cost savings and efficiencies discovery, and PCI Compliance efforts for worldwide operations. His vast understand of information technology and the current needs of a worldwide organization of ICE’s size allow the organization to continue to grow and innovate within the industry.

Gabriela Gonzalez

Say “hola” to ICE’s Mexico Management Director, Gabriela Gonzales! With over 20 years of marketing, sales, and product development experience across a variety of industries and markets, Gabriela joined the ICE team in 2014. Prior to ICE, Gabriela held key roles with global organizations such as Royal Caribbean International and American Express. In her current role as ICE’s Mexico Management Director, Gabriela brings her strong global business development and international work experience to the organization, making her the ideal leader in spearheading ICE operations in Mexico. Her work in implementing long-term marketing strategies and driving organizational growth in the Mexico market has and will continue to help ICE to remain a global leader in the travel and leisure industry.

Jeff Dixon

Jeffrey Dixon, who recently joined ICE in 2015 with over 20 years of hospitality, resort, and timeshare experience, has held key leadership roles in world-class organizations, including Vacation Village Resorts and RCI International. In his role as ICE’s Vice President of Strategic Account Management, Jeff will be responsible for managing the key business and working relationships along with the organization’s leading Vacation Club partnerships, including: Marriott; Wyndham; Hilton; Holiday Inn Vacation Club; DRI Vacation Club, etc. He works with key ICE partners and senior leadership members provide enterprise-wide vision and leadership to enhance ICE’s current and new book of business.

Mark Wilson

Vice President of Travel Products, Mark Wilson, has been part of the ICE team for over the 10 years, holding a variety of leadership roles in Marketing, Product, Creative Services, and Account Management. Mark brings over 20 years of travel & marketing experience including executive roles with Sabre Holdings, Travelocity, Global Vacation Group, Certified Vacations, and Alamo Rent A Car. Mark also previously served as Executive Vice President of eCommerce for RazorGator Interactive Group. Mark holds a Bachelor’s Degree in Advertising from the University of Florida.

In 2014, Mark received a life-saving heart transplant, working part-time as a consultant for ICE only months after the successful operation. Mark returned to ICE full-time in early 2016 as Vice President of Travel Products. Mark is married with two children and is an active volunteer and advocate for Donate Life Arizona.

Chris Cole

Vice President of Memberships, Chris Cole, began his career with ICE in 2005. During his tenure, he’s successfully held various roles within the organization, gaining insight into the ICE’s business model, product offerings, and future opportunities. As a consistent top producer for the organization, Chris soon took on a management role, helping to develop develop successful sales processes and mentor new team members. In his current role, Chris oversees large-scale sales operations, continuing to support proven sales strategies while also innovatively identifying new opportunities and developing new techniques. His proven track record of building sales departments, organizational leadership and business management, as well as strategic business planning continue to make Chris a valuable member of the ICE team.

Noriye Oto

Meet our cruise guru! With over 20 years of business planning, reporting, and analysis in the hospitality industry, ICE’s Vice President of Cruise and Tour Product Acquisition, Operations and Analysis, Noriye Oto is a dynamic, results-driven executive who is uniquely skilled with a high proficiency in strategic and operational planning, international business, financial analysis, and budgeting.

Since joining the ICE team in 2007, she has had a proven record of achievement in establishing strategies to improve revenue and profitability, including successfully transitioning the organization’s core cruise business from a one dimensional exchange model to a complex, tactical promotional model, enhancing member benefits in order to remain competitive in the changing industry landscape.

In addition to developing the strategic cruise line relationship role within the organization, Noriye has also successfully engineered the expansion of ICE’s North American tour/guided vacation product.

Christine Rury

The fury of Rury! With over 25 years of experience in both human resources and hospitality divisions, ICE’s Vice President of HR, Christine Rury, joined the organization in 2014 and has since been a vital part of all employer/employee efforts and initiatives.

Prior to her current role in the company, Christine has been a key leader in employer relations for corporations such as Pinnacle Entertainment® and Harrah’s®, where she oversaw employee acquisition and training, executive development, employee compensation and benefits, and problem resolution. In her current role, Christine continues to demonstrate her proven track record of establishing best practices for the organization’s human resource division, identifying and addressing labor issues, increasing employee satisfaction scores and retention as the company continues to expand.

The American Legion’s Operation Comfort Warriors (OCW) program is dedicated to meeting the needs of wounded, injured or ill military personnel by providing them with comfort items not usually supplied by the government. OCW ensures that patients at U.S. military hospitals and warrior transition units are given items like sweat suits, DVDs, puzzles, electronic devices, books, calling cards and more.

ICE Supports Operation Comfort Warrior through its Government Vacation Rewards brands as well as employee support through fundraising. ICE also has a large amount of veterans who work at ICE and are very involved with our military brands and supporting OCW.

For more than 40 years, A New Leaf has been helping local Phoenix families through homeless and domestic violence shelters and services, youth residential programs, foster care programs, behavioral health services and affordable housing communities.

Every year, ICE employees hold an Operation Fill a Backpack school supply drive and a ’Tis the Season holiday gift drive in which thousands of dollars in donations are raised for new clothing, linens, games, electronics and other items for A New Leaf’s shelters and clients.

Phoenix Animal Care Coalition 911 (PACC911) is a cooperative, interactive coalition of more than 100 animal welfare organizations across the state of Arizona. The organization provides opportunities for partners to work together for the benefit of animals through fundraising, adoption events, education, a food bank, and medical aid.

ICE employees raise funds for PACC911 through several “Pet Projects,” including participation in the annual Adopt-a-Thon, general fundraisers, as well as internal pet adoptions and an annual employee Pet Pageant.

Christel House International, a non-profit organization dedicated to transforming the lives of impoverished children around the world, offers a robust K-12 education and a strong character development program. The charity provides access to regular healthcare, nutritious meals, guidance counseling, career planning, family assistance and work-study support.

For more than a decade, ICE has held raffles, auctions, special events and holiday celebrations that support the work of this charitable organization. ICE also supports and funds the work-study program for Christel House Mexico, with employees hosting interns from the country every summer prior to their entry into college.

Professional Affiliations

American Resort Development Association (ARDA)
Organization for Timeshare in Europe (OTE)
Asociación Mexicana de Desarrolladores Turisticos (AMDETUR)
Association of British Travel Agents (ABTA)
Cruise Lines International Association (CLIA)
International Air Transport Association (IATA)
Resort Development Organisation (RDO)
American Society of Travel Agents (ASTA)

Cruise Lines

Carnival Cruise Lines
Executive Forum Member
Celebrity Cruises
Strategic Partner Group Member
Crystal Cruises
Crystal Society Member
Cunard Line
Inner Circle Gold Member
Disney Cruise Line
EarMarked Rewards Program Member
Holland America Line
Centurion Club
Norwegian Cruise Line
President’s Club Elite Member
2014 Global Partner of the Year
Oceania Cruises
Cruise Connoisseur Club
Princess Cruises
Strategic Partner Group Member
Regent Seven Seas Cruises
Seven Seas Society Member
Royal Caribbean International
National Account Group Member
Viking Cruises
Platinum Circle Member

Business & Community Awards

ARDA ACE CIRCLE OF EXCELLENCE

Innovator Award – ICE Cruise & Resort Program
Philanthropic Award
Innovator Award – Lifestyle Collection
Employer Award

ARDY GOLD AWARD

Integrated Marketing Campaign
New Marketing Program
Overall Marketing Campaign
Interactive Internet Advertising (Multiple Award Winner)
Technology Team
Technology Manager (Multiple Award Winner)
Special Event/Public Relations Efforts
Member Packaging (Multiple Award Winner)
New Owner Member Packaging (Multiple Award Winner)
Magazine Advertisement
Marketing Brochure
Marketing Management Executive – Ross Crowder
Specialty Marketing Piece – Lifestyle Collection Savings Card
Alliance Partner Marketing Program – Lifestyle Collection
Innovative New Owner Acquisition Program – Sears Vacations Lead Generation
Human Resources Team

Resort Awards

Arizona’s Most Admired Company – Best Places to Work
Spirit of Enterprise Innovation Award from the Arizona State University W.P. Carey School of Business
Phoenix Business Journal – ICE Inc., #13 Fastest Growing Companies
Phoenix Business Journal – ICE Inc., #10 Privately Held Companies
Arizona Republic – Who’s Who in Business Top-Ranking Women-Owned Business
Phoenix Business Journal’s #1 Woman Owned Business
American Marketing Association – Spectrum Award American Marketing Association
One of INC 500/5000 Fastest Growing Companies
The Valley’s Healthiest Employers – Medium Sized Company
Travel Weekly Magellan Award – ICE Lifestyle Collection – Travel Innovation, Silver
The Valley’s Healthiest Employers 2015
#24 on Travel Weekly Power List

ICE Mexico City Business Office and Call Center Soars to New Heights

ICE Headquarters Expands to a New Location at Riverwalk Arizona

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