Head, CRM and Marketing Practice Resume Example

Small and Medium Enterprise, SME, focused on creating franchises and providing business and marketing services

• Managed relationship with third party vendors for all services and functions
• Managed all CRM activities for all retention and client acquisition efforts

Redcats USA is a Division of KERING (f/k/a - PPR), a $30 Billion multi-channel global fashion conglomerate.

Redcats USA has 11 business divisions and #16 in eCommerce in the USA with over $1 Billion in eCommerce sales and over 50% web penetration.

Managed all aspects of a multi-channel direct and interactive marketing business (catalog, full eCommerce website and email). This included developing budgets and operational plans and directing all aspects of the business including CRM, Marketing, Merchandising, Creative, Inventory and Finance.

• Developed and presented annual budget and a rolling 3 year strategic plan to senior management
• Developed complete eCommerce website achieving over 50% in web sales in less than 5 years
• Recruited, developed, and coached a management team 30 with a 93% retention rate
• Optimized channel ROI with added value editorial content, and PR initiatives
• Transversely managed 300 fulfillment, IT and CRM associates within the US, Europe and Asia
• Utilized qualitative and quantitative market research to build brand awareness, obtain customer feedback, and implement changes which led to increased positive customer feedback by more than 110%
• Conducted market research to improve customer satisfaction and brand awareness
• Improved web customer satisfaction by more than 150% through focus groups, content driven advertorials, and managing customer feedback
• Managed digital and non-digital strategy, ensuring message disciple across all channels

Directed all marketing and circulation efforts for catalog, with yearly sales of more than $120 MM.

Key accomplishment: Achieved $20 MM in 12 months due to targeted marketing efforts.

• Proposed and conduct market research projects in relation to all customer contact points
• Presented results from both qualitative and quantitative research to management and recommended future actions
• Prepared yearly budgets and long range operational plans
• Developed and managed all customer acquisition and retention programs for 35 marketing efforts
• Created, designed and implemented A/B marketing test activities to improve customer file, database performance and profitability.

$200M direct response marketing and membership club development company

Key accomplishment: Implemented programs that generated over $10 MM within 12 months

• Developed, negotiated and implemented endorsed third party programs for affinity club members. This involved working with banks, affinity credit card companies, insurance companies and other third party administrators to develop and implement co-branded products and services.

Steady progress from Assistant Product Manager to Senior Product Manager for global publishing icon.

• Managed a team of 15, including merchandisers, creative, marketing, finance and operations
• Directed and developed market research studies to determine market potential
• Developed budget and long range operational plan for $120 MM continuity books series acquisition effort
• Managed a logistic regression based name acquisition methodology, utilizing House Names, Rental Lists and Compiled files.

Hanover Direct is direct response and multi-catalog company.

Managed all aspects of marketing for this direct response and interactive marketing company

• Managed circulation plans for all catalog efforts
• Proposed and managed the execution of all customer acquisition efforts
• Developed and analyze KPIs for 36 campaign plans
• Calculated ROI and conduct Name Value Analysis in order to determine acquisition and retention strategies

Division of large multi-national with specialty in phenolic resins and foundry compounds

• Tested new methodologies for developing products in a laboratory environment
• Ran aging tests in laboratory environment to ensure products were stable over the long term
• Collaborated with control engineers to ensure optimal equipment set up for pilot and production runs
• Planned and developed scale-up processes, including modifications to equipment in relation to large scale industrial processing after pilot runs