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Technical/Other Skills

Marketing

Adobe SiteCatalyst and Test & Target, WebTrends, Mediaplex, Comperemedia, Google Adwords, Responsys Interact, Siebel

Graphic Design

HTML, Photoshop, Acrobat

Reporting and Analytics

Business Objects, SQL, Unica,

SAP, MicroStrategy, Tableau

Project Management / IT

Jira, Footprints

Productivity

Microsoft Office, SharePoint, Access, Project, Visio

Summary

Results-driven Marketing professional with a proven record of accomplishment in developing and leading comprehensive marketing strategies in support of aggressive business goals while maintaining a strong ROI.  Demonstrated success in driving growth in targeted markets through the implementation of key customer acquisition and relationship marketing projects.  Strong analytical skills derived from a belief in rigorous testing, in-depth analysis, and continuous program refinement. Solid leadership skills and adept at communicating with senior management, cross-functional teams, and third parties to bring projects to successful fruition.

Areas of Expertise

  • Customer Relationship Marketing (CRM)
  • Loyalty Program Development
  • Multi-Channel Marketing
  • Direct Marketing
  • Product Development
  • Customer Lifecycle  Communications
  • Marketing Research
  • Creative Development

Work experience

Apr 2010Present

Relationship Marketing Manager

StubHub / eBay Inc

Lead Loyalty and Email Marketing programs for the US and International markets

  • Business lead for the development and launch of StubHub Fan Rewards, resulting in a 96% increase in purchases and 79% higher gross ticket sales
  • Implemented activation and retention strategies to increase active buyers and purchase cadence, improve customer lifetime value (CLV), and increase  customer satisfaction (NPS) while reducing attrition
  • Conducted market research and test-and-learn promotional offers to determine the rewards structure that drove the highest customer interest and repeat rate
  • Managed email marketing team, responsible for executing over 30 batch and triggered marketing emails per month, using 1:1 targeted segmentation and 1:1 personalized content
  • Conducted market research and test-and-learn promotional offers to determine the rewards structure that drove the highest customer interest and repeat rate
Aug 2009Apr 2010

Associate Marketing Manager (Contractor)

PayPal / eBay Inc

Managed North American Activation and Engagement programs

  • Directed and implemented comprehensive marketing strategies to activate and engage newly acquired members via online and email channels
  • Overhauled new member welcome experience, conducted creative and incentive testing, and evaluated behavior-based vs. time-based triggers
  • Managed customer contact strategy and prioritization process for North American email and onsite marketing campaigns, responsible for over 40 email and 35 onsite marketing campaigns per month
Jun 2006Jan 2009

Assistant Vice President / Marketing Manager I

JP Morgan Chase / Washington Mutual

Managed cross-sell, lifecycle, statement, and retention marketing

  • Implemented marketing campaigns to cross-sell WaMu’s Retail and Home Loan products via direct mail, email, statement, online, VRU, and call center channels, generating incremental lifts in response rates of up to 45%
  • Developed customer contact strategies and lifecycle marketing communications for WaMu’s rewards programs to drive awareness of the programs, build customer loyalty, and boost balance persistency, resulting in a 15% increase in average card usage and spend
  • Established a comprehensive retention strategy including the creation of advanced skills training, incentive programs, and a specialized Retention queue, resulting in 80% higher save rates
Jul 2002Jun 2006

Senior Rates Analyst

Pacific Gas & Electric Co

Represented PG&E as an expert witness in State and Federal rate case proceedings and acted as a liaison to other external regulatory agencies.

  • Prepared written testimony and expense forecasts for the Company’s payroll tax expenditures and defended these estimates in regulatory proceedings
  • Analyzed expenses and prepared forecasts for planning and budgeting for the distribution & transmission business units
Nov 1997Jan 2002

Product Manager

Providian Financial Corp

Managed online customer acquisitions, Aria Personal Shopper, and the Aria Instant Rewards by MyPoints program

  • Helped launch the company’s first co-branded credit cards, including set up of websites, marketing/fulfillment materials, and backend systems, resulting in the ability to receive and process 600K+ online applications per month
  • Raised acquisition rates by 70% in 6 months by identifying instances when customers were withdrawing from their credit offer and initiated improvements to reduce the number of losses
  • Grew the Aria Personal Shopper (online digital wallet/shopping portal) user base by over 400% in 9 months through multi-channel marketing campaigns
  • Initiated redesign of the Aria Personal Shopper home page, site navigation, and page content by conducting customer usability studies and analyzing WebTrends and internal/external data to increase site traffic
Jun 1996Sep 1997

Structural Engineer

SSFM International, Inc.
  • Designed commercial and essential buildings, bridges, and earth retention systems

Education

Aug 2000Aug 2003

MBA