richjay

CAREER SUMMARY

Strategic CRM and integrated marketing leader successful at planning implementing managing and measuring data-driven CRM strategies and programs that deliver exceptional customer experiences and tangible results in corporate agency and consulting environments. Specialist in project management; problem-solving; visioning; communicating; managing cross-functional teams; process performance and productivity improvement; incredibly organized and meticulous attention to detail. Earned Masters degree in Integrated Marketing Communications with a concentration in Direct/Database Marketing from Northwestern University
    
PROFESSIONAL EXPERIENCE

USG Corporation Chicago IL        2006-2008    
Manager-Database and Interactive Marketing

Led all customer data-driven CRM database marketing and interactive strategy and delivery for Fortune 500 manufacturer and distributor of high-performance building systems to deliver targeted cross-channel integrated marketing experiences to establish or strengthen customer relationships and increase brand preference
* Transformed former eMarketing function by expanding its mission and scope to deliver consistent relevant and valuable customer experiences across all direct and interactive touchpoints. Managed budget of over $3MM and team of two direct reports and led internal & external cross-functional teams
* Directed and championed usg.com corporate website strategy and ongoing management to deliver industry-leading website experience encompassing its structure design navigation content tools registration internal search SEO/SEM reporting and all other aspects of the site. It received almost 8MM page views and 1MM visits annually
o Usg.com was recognized by BtoB magazine as one of their top 10 websites chosen for 2006
o Provided oversight management for over 20 additional USG external-facing microsites
o Re-launched our Sales and Marketing intranet site so it would better serve as the primary communication exchange of information tools and resources between the two departments resulting in a 24% increase in page views and visits and increasing importance to both teams
* Established first-ever Database Marketing discipline and capability at USG resulting in more efficient & effective customer data-driven targeting and campaign management. Responsible for all database marketing strategic development and segment planning execution management and long-range planning
o Delivered marketing database enterprise suite solution on-time and on-budget from conception to “go live ” providing data mining campaign management and analysis functionality. In its first 16 months of operation the MDB was instrumental in the rapid growth and ability to deliver targeted direct mail email and telemarketing campaigns resulting in increased response rates and conversions
* Monitored all social & new media to identify company or customer issues and marketing opportunities
o Launched USG Channel on YouTube and integrated with related email and online marketing campaigns


BearingPoint Inc. Chicago IL        1998–2005
Engagement Manager CRM Strategy (promoted from Senior Consultant)

Provided overall project leadership management and subject matter expertise while with global management and technology consulting company (formerly KPMG Consulting). Advised Fortune 500 clients on a wide range of CRM and integrated marketing strategic and tactical issues & opportunities in order to improve the customer experience and the effectiveness of delivering it. Contributed to the win of over ten multi-million dollar client engagements.
Representative consulting engagement experience and accomplishments included:

* Defined and evaluated components of the brand
    experience and equity in major multi-year study
    for the United States Postal Service. Conducted
    qualitative and quantitative research with key
    business and residential customer segments.
    Provided a financial quantification scorecard
    measures and resource allocation recommendations
    for their senior leadership team to manage and
    enhance the brand
* Managed a large national online promotional
    marketing campaign to test the business viability
    for a new category co-branded product for AOL
    providing key insights into product acceptance
    positioning competitive situation and go-to-
    market strategies which drove the new products
    national roll-out
* Led the E.piphany-based CRM planning implementation and project management for all interactive programs & campaigns of four brands at Roche Pharmaceuticals. Developed standardized campaign management tools templates and processes. Successfully trained all client interactive marketing managers to fulfill their new roles
* Evaluated the direct marketing-focused lead
    generation process for JP Morgan Chase as part
    of a performance and productivity customer
    acquisition analysis. Provided recommendations
    leading to over $5MM in additional annual revenue
    opportunities
* Performed “voice-of-the-agent” research study for Allstate to better understand how the “corporate home office” could best support agents with their everyday business needs and also strengthen the business relationship it had with them. Findings guided development of a unique agent segmentation scheme driven by their individual agency business objectives and lifecycle stage
* Project managed created and administered a large-scale customer research assessment for Sprint to determine the “root cause” of their excessive volume of calls into their Customer Care center. Identified top call volume drivers and subsequent tactical strategies that significantly reduced call volume achieved cost-reduction savings and greatly improved customer acquisition and retention performance results
* Served as Global CRM Practice Knowledge Manager as an integral member of internal executive leadership team during two-year period developing and managing the processes knowledge repositories and technology infrastructure for worldwide CRM team to leverage organizational knowledge & best practices


Leo Burnett U.S.A. Chicago IL        1996–1998
Database Marketing Program Planner/Analyst (promoted from Assistant Database Analyst)

Conceptualized implemented project managed and analyzed all database-driven direct mail advertising point-of-sale and event marketing programs of two major CPG brands Bensen & Hedges and Parliament of the largest account Philip Morris at world-renowned advertising agency. Stabilized and grew each brands franchise 2-5 percent during a period of declining category market share and intense competition as the primary result of well-planned and executed customer acquisition & retention strategies. Vital member on each brand team due to the clients regulatory industry constraints and resulting database marketing focus.

* Managed the design production and delivery for all database marketing programs of each brand
* Developed all audience selection modeling segmentation and testing criteria for every campaign
* Monitored campaign performance and the market and consumer environments to guide the ongoing development of more effective marketing programs; led annual strategic planning process for each brand

PROFESSIONAL ASSOCIATIONS & MEDIA ENGAGEMENTS

* Member of Forrester Research eBusiness Executive Leadership Board 2007-8; Chicago Association of Direct Marketing (CADM) B-to-B Special Interest Group 2008-9; Direct Marketing Association (DMA) 2006-9
* Speaker at DMA B-to-B Conference Orlando (March 2008); B-to-B Magazine NetMarketing Breakfast Panel Roundtable (May 20 2008)
* Article contributor to BtoB Magazine Data pros struggle to measure up (April 7 2008); Database service providers e