Mary Austin Harrelson
2024-2025 | New York City - Department of Environmental Protection, Bureau of Customer Services
With over 15 years of diverse consumer-facing roles across multiple industries, MARY AUSTIN HARRELSON has honed her expertise in client experience and operational excellence. As CRM Americas at ETRO, she expertly managed full-funnel client marketing, spearheaded strategic initiatives, and conducted all client analytics and insights. Pursuing a M.S. in Sustainability Management at Columbia University, she aims to transform environmental and social impact into actionable CRM strategies to optimize business outcomes through stakeholder engagement, strategic communications, and exceptional technical understanding.
Project
The New York City Department of Environmental Protection (DEP) is partnering with FUSE to enhance customer communications by developing and implementing a sophisticated Customer Relationship Management (CRM) system. This project, led by FUSE Executive Fellow Mary Austin Harrelson, aims to streamline communication processes for the Bureau of Customer Services, managing over 835,000 accounts and generating $4 billion in annual revenue. The fellow will navigate DEP’s complexities, collaborate with stakeholders, and oversee the CRM’s integration, training, and implementation, ultimately strengthening trust in local government and improving operational efficiency.