Head, CRM and Marketing Practice Resume Example
Multi-Channel Marketing and eCommerce Executive
Experienced MCM executive with over 25 years of marketing, eCommerce and strategic achievements in leading global companies. High-performing leader who is able to inspire and manage multi-cultural teams to achieve outstanding results. Open and clear communicator at all levels with demonstrated business and strategic vision and disciplined execution. Demonstrates balance in decision making, exuding the right amount of risk assessment and confidence needed in managing under pressure situations.
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- Multi-Channel Business Management: Led business team across various disciplines in the design and implementation of a multi-million dollar CRM effort for major global cooperation
- E-Channel Development: Launched startup multi-channel and eCommerce fashion apparel business, acquiring over 1MM customers with $60M revenue within 7 years. Achieved 1st page ranking on Google natural search via SEO.
- Cross Functional Team Building: Key player in integrating business groups across 3 continents for global conglomerate. Optimized operations and reduced direct costs for division by 25%.
- Staff Development: Hired, mentored and developed a core team of 30 employees with less than 5% attrition rate in 7 years.
- Operations Management: Managed all aspects of business including marketing, eCommerce, CRM, merchandising, finance, operations, call center and inventory in large matrix-structured organizations.
- Project Management: Optimized channel performance, focusing on programs that generated over 200% ROI for major retailer withover 2000 stores in the USA, Canada and Puerto Rico.
Evidence-based strategic business consultants - Leveraging big data and analytics to drive business growth, strategy and CRM and marketing initiatives for small and medium sized companies.
- Lead client assessment process to identify profit enhancing marketing opportunities and new sales efforts
- Direct and lead the implementation of key projects, including costs, schedules, forecasting, trending and analysis
- Coordinate regular updates of key business documents including Project Execution Plan and KPI
- Develop dashboard and balance scorecard for all project reports and communicate progress within organization and to external clients
- Review projects with leadership team to ensure expenditure is in line with budget
- Work with agencies to develop qualitative and quantitative research methods to understand and predict customer behavior
- Determine project scope and develop unique methodology for resolution
- eStrategy and channel development, including cross channel synergy and web analytics
- Develop Multi-channel Marketing strategies - identify, capture, segment, monetize opportunities to optimize portfolios
- Manage strategic planning process, development and growth plan implementation
- Market planning expertise; determine optimal percent of marketing spend to sales
- Collaborate on international projects with responsibility for managing bids and contract negotiation
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.
- 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
- Adjunct Professor of Direct and Interactive Marketing - Fashion Institute of Technology, FIT, New York NY
- SCORE - Mentor and Volunteer to small businesses in Rockland County, NY
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Resume Overview
School Attended
- J. Mack Robinson College of Business, Georgia State University
- New Jersey Institute of Technology
Job Titles Held:
- Head, CRM and Marketing Practice
- Business Development Manager
- Vice President and Brand Manager
- Director of Marketing
- Vice President, Ancillary Products
- Senior Product Manager
- Circulation Manager/Marketing Analyst
- Development chemist/Process Engineer
Degrees
- MBA : Marketing 1988
Bachelor of Science : Chemical Engineering 1982
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