June 08 09 After

NAME Phone  Email

MARKETING EXECUTIVE: Customer Acquisition, Retention, and Relationship Management Results-driven executive leader and MBA with 13 years experience maximizing the marketing capabilities of some of the retail industry’s most well-known brands. Customer relationship builder skilled in strategizing innovative acquisition and retention plans to drive increasing loyalty and brand preference. Adept at aligning cutting-edge technology developments and marketing concepts to continuously expand revenues and profit potential. Focused on mentoring and educating cross-functional teams to communicate marketing best practices and promote broad understanding of and consensus behind change initiatives. Strategic Planning  Customer Relationship Marketing  Project Management  CRM Technologies Customer Acquisition/Retention  E-Business  Segmentation  Online Marketing  Viral Marketing Organizational Development  Marketing Database Development  Process Improvement  Metrics Development Managerial Leadership  Team Building  Mentoring  Cross-Functional Communication

PROFESSIONAL EXPERIENCE COMPANY 1, Rio de Janeiro, Brazil  2008-Present Brazil’s largest book publisher. Senior Director, Interactive Marketing Brought on to drive a major corporate push to embrace a new online/digital business perspective, leading the identification, evaluation, and execution of innovative business opportunities as well as educating an entrenched work force on the benefits and growth potential of this new arena. Head a 26-member team to oversee all corporate technology infrastructure and systems, including the active development and maintenance of 12 corporate Web sites and all e-business initiatives.    

Leveraged a cutting-edge market opportunity, opened a $47M revenue stream, established Company 1 as a market leader in the high-growth self-publishing segment, and enabled simplified access to out-of-print titles with the creation of a print-on-demand facility. Tapped into a new revenue stream by paving the way for Company 1 to co-publish competitors’ out-of-print titles through this proprietary system. Rapidly educated senior management in technologies considered revolutionary to the South American business environment by orchestrating international partner visits and negotiating long-term agreements with some of the U.S.’s most technologically advanced firms. Built widespread consensus for fundamental change in the business model of this 70-year-old industry giant with a commitment to company-wide communication and ongoing open learning sessions.

COMPANY 2, Ann Arbor, Michigan  2003-2008 Leading retailer of books, music, and movies with more than 1,100 subsidiary stores worldwide. Director of Customer Relationship Management (CRM), Credit Card & Gift Card Marketing (2006-2008) Ran a 6-member team to strategize, develop, and lead the execution and ongoing operation of loyalty marketing, rewards, gift card programs, and the XXXX Visa program. Oversaw market and customer research, continuously analyzing key metrics to develop customer segmentation and targeting strategies.     

Delivered a $3.7M incremental profit stream with the establishment of strategic marketing alliances leveraging database marketing resources. Improved personalization of the customer experience by segmenting the 24M-member rewards program into 18 unique segments and creating personalized, one-to-one messaging and promotional offers. Led the re-launch of a $250M gift card program, exceeding sales goals by 7%. Increased membership in the XXXX Visa program by 30% in a single quarter with new outreach strategies. Recognized for outstanding performance and innovative leadership with the highest possible evaluation scores 4 consecutive years with this company.

Resume

NAME  Page 2  Email

COMPANY 2 (continued) Senior Manager, Loyalty & CRM (2004-2006) Managed customer loyalty and retention programs and served in a key relationship management role with internal and external loyalty program partners. Planned and led construction of a centralized customer database and ran the XXXX email program encompassing 15M members.   

st

Beat 1 -year targets for loyalty program members by 150%, achieving more than 15M members enterprise-wide. Transformed the under-performing, under-utilized XXXX loyalty program into one of the largest (30M members to date) programs in the world by demonstrating the existing program’s weaknesses, educating senior leadership on loyalty program potential, and garnering consensus for a replacement program. Honored for exemplary leadership and values in line with corporate core values as 1 of 5 recipients of the prestigious, enterprise-wide “Leadership Award.”

Strategy & New Business Development Manager (2003-2004) Defined product roadmap through in-depth, ongoing research, industry/market/competitive analysis, and customer needs assessments. Identified and assessed new business opportunities, specifically the evaluation of new overseas markets, new products, and potential development/marketing partnerships. Additionally, provided marketing research expertise on day-to-day category management and marketing spending issues.   

Orchestrated the complete rebranding and repositioning of 36 XXXX locations into XXXX Express stores, navigating and coordinating the efforts of all corporate functionalities to successfully deliver one of the company’s most significant projects. Increased sales and improved the return-per-dollar-invested by assessing the productivity of the marketing spend mix and implementing a comprehensive budget reallocation. Contributed to the study of potential corporate expansion into Spain and Mexico with strategic intelligence, the creation of a business model, negotiation of alliances with existing Spanish and Mexican book retailers, and the evaluation of potential real estate investment opportunities.

CAREER NOTE: Full-time pursuit of MBA, including a marketing internship with XXXX, 2001-2003. COMPANY 3, São Paulo, Brazil, Santiago, Chile, and Chicago, Illinois  1998-2001 World’s premier, full-service provider of print and related services including business process outsourcing. Marketing Manager for Latin America Built company’s Latin American marketing division from the ground up, overseeing a 4-member team to assess/evaluate the market potential of mergers and acquisitions while strategizing and executing regional marketing plans. Recruited and hired the regional sales team and drove initial new business development efforts through intensive prospecting.  

Skyrocketed market share by 83% in a commoditized industry with a strategic market differentiation initiative focused on developing and promoting value-added and innovative services. Maximized revenues and balanced plant work loads by enabling flexible pricing and production with the creation of a 500+ directory database monitoring key markets and competitor sales data.

EDUCATION & TRAINING Master of Business Administration, University of XXXX, Ann Arbor, Michigan Bachelor of Arts in Business Administration, School, São Paulo, Brazil Certificate in Customer Relationship Management, University XXX, Evanston, Illinois

FLUENT IN ENGLISH, PORTUGUESE, AND SPANISH  ITALIAN AND BRAZILIAN CITIZEN  U.S. GREEN CARD HOLDER

Resume