Matthew Knell is a transformative digital product executive, with specialties in customer experience, acquisition marketing, and content strategy. At Nike, he is a Principal of Consumer Services Product where he defines and drives the global vision, strategy and execution for customer self-help experiences for Nike globally.
Throughout his distinguished career, Matthew has held leadership positions at multiple Fortune 500 companies, bringing digital innovation and customer-centric strategies to some of the world's most recognized brands.
He also serves as a Technology Mentor-In-Residence and a member of the Advisory Board at Pace University's Seidenberg School of Computer Science and Information Systems.
Before joining the Nike team, he served in digital strategy and leadership roles at companies including Intuit, Samsung Electronics America, Dotdash, AOL, Viacom, and JetBlue Airways. He lives in the New York City area with his wife, a cat, a dog, and a collection of too many sneakers and baseball caps.
Career Highlights
Principal, Consumer Services Product, defining and driving the global vision, strategy and execution for customer self-help experiences for Nike globally.
Principal Product Manager for Out-of-Product Help Experiences, Intuit Communities and SEO, defining the global vision, strategy and platform SEO for self-help experiences across TurboTax, QuickBooks and Intuit Accountants, helping millions of customers drive financial prosperity each year.
Led Social Customer Experience and Community Programs. The Samsung Care Community saw a 46x increase in registered users, and 366x more annual visits leading to millions of dollars in support cost savings and a Gold Stevie Award for Customer Service Success. The Social Care program increased Customer Satisfaction by 13% and decreased Initial Response Time by more than 90%.
Designed one of the first contextual pay-per-click advertising services, which was purchased (along with patent application) by Google in late 2003. Later built the enterprise social media, marketing and audience development team as their first VP of Social Media, partnering with Facebook, Twitter, Pinterest and Flipboard. These efforts resulted in social traffic growth of more than 600%.
Led social media and live digital events strategy as Director of Social Media. Conducted training and defined the first social media reporting frameworks for more than 30 AOL media brands, growing their social audience size by more than 1000%.
Director of Emerging and Social Media Strategy, designing and executing their first social media marketing and audience development strategies.
Managed product development, interface design, and client integration of the white label Flux social media platform used by more than 30 major Viacom brands including CMT, Logo, Comedy Central, The Daily Show and Colbert Report.
Managed day-to-day content operations and digital marketing for jetblue.com, responsible for more than $2 billion in annual revenue. Managed partnerships with major travel brands and created the first social media strategies for JetBlue, including creating the landmark @JetBlue Twitter in mid 2007.
Proud graduate of Pace University's Seidenberg School of Computer Science and Information Systems. Former digital marketing instructor at NYU's School of Professional Studies.