ESTEE LAUDER COMPANY, Specialty Products Group New York, New York 2005 - present
One of the world's leading manufacturers and marketers of luxury skin care, fragrance and hair care products http://www.elcompanies.com/
Executive Director, Global CRM
Leadership of global customer relationship and data management for La Mer http://www.cremedelamer.com, Jo Malone http://www.jomalone.com and Bobbi Brown http://www.bobbibrowncosmetics.com. Scope of role touches all channels of sale including web, wholesale, retail and mail order. Responsible for global CRM, research and analytics. Current projects include creation of CRM training and forecasting system with initial roll out across Asian marketing; development of an integrated clientelling system for SAKs providing seamless customer management; implementation of an integrated customer analytics approach that drives shareholder value creation; building retail sales by integrating cross channel marketing strategies and systems.
L¡¦OCCITANE EN PROVENCE, New York, New York 2002 ¡V 2004
International multi channel fragrance and cosmetic products retailer
http://usa.loccitane.com
Director, Marketing and Direct Sales
Responsible for direct/web marketing, catalog circulation, retail traffic building, store opening programs, web/catalog merchandising and assortment management, marketing database, analytics and reporting, and customer marketing strategy. US, UK, FR responsibility. P&L accountability for direct sales.
„X Successfully launched affiliate program and Amazon partnership.
„X Implemented highly profitable "one customer" program across channels including store training and clientelling program.
„X Designed, developed and implemented an integrated cross channel customer database, and reporting system delivering a key daily snapshot of the "health" of the customer base and the business.
„X Launched and optimized a highly successful elite customer program driving increased customer retention and optimization of marketing expense per customer acquired and retained.
„X Integrated staff training/clientelling to deliver a consistent and compelling ¡§voice¡¨ aligned to support CRM programs -- improved store traffic conversion levels by 20%
„X Developed a customer profiling system that integrated customer contribution to business, and customer lifecycle planning to support more predictable sales planning.
MCGUIRE PARTNERS, New York, New York 2000 ¡V 2002
Collaboration of five partners, specialists in web and direct marketing and web technologies focusing on integration of the web into corporate selling strategies and optimization of the web sales channel.
Executive Consultant, Partner
Managed cross-functional teams comprised of business analysts, strategists, database designers, and web architects building and aligning successful web businesses. Collaborative teams delivered integrated branding, product development, web merchandising, analytics, data management, and CRM support to clients in the specialty retail, financial services, and technology industries. Created an innovative integrated marketing proposition, applying sophisticated customer analytics and direct marketing to web sales management.
„X Served as CRM architect for a multinational healthcare company, delivering a 14% improvement in conversion
„X Optimized customer contact management of a major catalog company resulting in 12% reduction in cost per buyer
„X Implemented customer value scoring to support merchandise planning, and tightened assortment and profitability at a multi-store retailer
„X Integrated contact management and source analytics for a large consumer software company, leading to reduced marketing expense and increased sales
ACCTECH, LLC, Nanuet, New York 1997 ¡V 2000
Multi channel office products and stationery manufacturer offering products ranging from office organization to consumer occasion gifting sold through catalog and the web.
Vice President Direct Sales/General Manager
Served as division head for the multi-channel manufacturing and direct sales company. UK marketing role. Key responsibilities in media, circulation, merchandising, marketing database, e-business and 3rd party credit operations.
„X Conducted market research , competitive and customer analysis to improve mix of business
„X Launched consumer web business to leverage catalog assets and integrate on- and off-line retail sales
„X Reorganized wholesale business with focused product roadmap and collateral support
„X Re launched trade initiatives and industry profile
„X Re organized inside sales and a coordinated field sales effort.
„X Implemented customer data file hygiene system, customer segmentation, and response modeling which significantly reduced marketing costs and improved overall results/profits; results include:
„X Reducing marketing expenses by 15%
„X Increasing profit margin by 8%
„X Drove significant increase in overall returning customer numbers
SALTER, DE GRUCHY DIRECT, INC., Toronto, Ontario & New York, New York 1991 ¡V 1996
Marketing agency focused on development and marketing of consumer products, mail order and direct business, and the customer information systems needed to manage them.
President
Created and led agency with clients in retail, pharma and packaged goods. Piloted the new business effort, cultivated client relationships, and managed team results. Integrated a disciplined branding approach, innovation in creative and direct program design, with a return on customer investment to enable the client vision. Specialized in database-driven marketing and media programs; implemented customer profiling and advanced segmentation into client businesses and developed advance database systems for customer management. Major accomplishments include:
„X Developed, launched, and re-launched catalog businesses for Best Catalog Company, Canada Post Corporation, Xerox, Hallmark, Readers Digest, and J. Crew. Holt Renfrew, Bloomingdales
„X Architected an integrated B2B2C/B2C2B technology based coop customer acquisition program for Benjamin Moore
„X Developed an innovative customer value measurement and reporting tool with far reaching marketing planning and customer profitability impact.
GREY DIRECT, Toronto, Ontario 1987 ¡V 1990
Direct marketing division of Grey Global providing planning, project management, analytics, and database services.
Group Account Director
Developed and executed direct marketing programs for national brands. Cultivated and maintained business relationships to expand business with existing clients. Directed staff of three.
„X Successfully re launched Mattel's Barbie club and continuity business
„X Created key customer anti-attrition program for Sprint
„X Established high value customer loyalty program for the Hudson's Bay Company
„X Developed the Motrin pain relief forum into an important loyalty management tool
UPJOHN CORPORATION (Pfizer) , Kalamazoo, Michigan 1985 ¡V 1987
Developer, manufacturer, and marketer of leading prescription medicines for consumer healthcare, active in the movement of products from prescription to over-the-counter. Now Pfizer.
Senior Product Manager
Recruited to build the consumer healthcare business, with key roles in the launch of Motrin and Rogaine into the consumer OTC market. Developed integrated programs of professional and targeted consumer direct mail within multiple vertical business channels. US, UK launch. Hired and managed relationships with advertising agencies and public relations firms.
„X Initiated and led groundbreaking product migration of Motrin from Rx to OTC
„X Developed and led national television, radio, and print advertising launch of Rogaine, with responsibility for strategy, budget, creative media, promotion, and PR
SCHERING PLOUGH, Toronto, Ontario 1982 ¡V 1985
Provider of science-based medicines and services for consumers around the world.
Product Manager
As product manager was responsible for sales forecasting, inventory planning, media planning, and retail promotion programs in the consumer healthcare division. Introduced brand management on Coppertone and proprietary products. Performed market and media analysis and studied the national promotion program. Cross functional responsibility with UK. Joined the company as APM on Maybelline color cosmetics.
„X Increased key account shelf turns by 8% for Coppertone while lowering promotion spending
„X Created channel management program lifting sales support and sales across all key account
EDUCATION
M.A., ¡V University of Toronto
B.A., Liberal Arts ¡V University of Toronto (with Honors) |
