Bruce Norby Email & Phone Number

United States

• Consult with clients to solve their business problems with a focus on digitally-enabled strategies and technology platform integrations that will enhance customer engagement.• Lead client and internal conversations and future planning to bridge the gaps between client business objectives, their online customer experiences, and the technology to advance greater engagement. Platform project experience includes Sitecore, Salesforce and Drupal.• Oversee ongoing client needs and project launch deliverables with internal teams to ensure all support areas are equipped to execute flawless outcomes on time and on budget.

Maple Grove, Minnesota, United States

• Self-employed painter and subcontractor for both self-sourced independent residential painting projects and as a 1099 employee for property management companies.• Estimate, repair, prep and paint private home projects, as well as rental unit turn-overs including residential homes and apartments.• Leveraging 20+ years of painting consulting and application knowledge for interior/exterior multi-surface projects. Extensive experience with restoration, remodels and general home improvement.

Minneapolis, Minnesota

Agency leader for multi-million co-brand credit card program ensuring alignment of business objectives between client and the issuing bank: managed marketing plans & program strategy, ensuring both aligned and timely execution of all deliverables. Oversaw all aspects from campaign development, omni-channel strategy, client relationship management, business growth and comprehensive program management:• Point of Contact: served as point of contact between clients, bank portfolio owners and multiple vendor/partner relationships for overall program and campaign strategies.• Shutdown & Launch: oversaw shutdown & relaunch of new co-brand program with new bank partner; creative/marketing strategy, concept evolution, communication planning, creative asset development, vendor management, social media implementation, data processing, reporting & compliance, and performance analytics. • Business Objectives & Project Management: ensured alignment of business objectives and growth targets between client and bank, managing monthly/quarterly business planning and Executive Reviews.• Creative Strategy & Execution: ensured end-to-end alignment of strategic marketing plans, creative assets, and execution throughout all communication channels including digital, social media, print, DM, and in-station signage, including in-home and out-of-home platforms.• Reporting & Compliance: Internal ICF Next oversight to manage client/vendor compliance including testing, data file processing, auditing and reporting for highly regulated requirements related to targeting, segmentation, & legal approvals.• Data Analytics: ongoing assessment and reporting analysis of program and campaign performance to prove value, measure ROI, and grow portfolio.

Brooklyn Park/Maple Grove

• Strategically led student services team including academic advisors, career services, course scheduling, academic records, registrar, information technology and administrative departments while driving student engagement and retention, employee satisfaction, continuous process improvement, and CRM via Salesforce.com.• Cross-functional team member for college-wide restructure and process consolidation, establishing centralized business processes and coordinating new system/process training.• Successfully drove key performance metrics including student retention, quarterly credit load goals, graduate placement rates, and compliance audits. • Achieved highest campus Retention metrics across the entire college in December 2012.• Ensured cross-department campus collaboration as Management Team Leader in support of comprehensive student experience – from student enrollment, orientation, classroom experience, degree attainment, career placement, all the way through alumni engagement.

Golden Valley, Mn

• Developed 30+ trusted client relationships with end users and VP level client contacts (12 key accounts) to understand and interpret client business needs and ensure both service and delivery excellence for comprehensive healthcare products and services.• Acted as client advocate and proactively led 12 account teams to address service concerns and resolve issues to exceed client expectations and renew ongoing business solutions.• Assessed client utilization of solutions against their business needs, consulting with internal and client stakeholders while making recommendations to ensure maximum value from solutions. • Led client scorecard compilation and presentation of results measured against goals of client plan.

• Ensured best-in-class strategies and execution in order to drive positive and measurable business results for 20+ key fortune 1000 clients in consumer loyalty and employee engagement.• Wide spectrum of client industry exposure included retail, pharmaceuticals, financial services, telecommunications, travel & hospitality, and food services.• Led continuous process improvement initiatives and operational metrics to drive better results and cost savings. Extensive change management preparation and employee training.• Executed new business development plans & sales planning initiatives via Salesforce.com.• Regional management team leadership responsibility for $70MM+ book of business.

• Served as player-coach for regional team of 15+ Client Managers• Partnered with Sales management to prioritize and staff sold opportunities, ensure program delivery and execution, and resolve client satisfaction issues.• Managed bi-annual talent assessments for Client Services team. Directed succession planning and people development programs, including career pathing, coaching/mentoring, and performance improvement.• Drove cross-departmental business process alignment, change management effectiveness, and compliance measurement.

• Facilitated 4 competitive client partnerships within unique multi-million dollar consumer loyalty program.• Project Manager for multiple website development initiatives and $500K new website launch.• Executed client promotions with annual liabilities of $1-$50MM.• Managed core team of 12 employees responsible for capture and cleansing of three million annual transactions, increasing electronic trading partners 600+% over a three-year period. • Member of agriculture e-commerce consortium, facilitating data capture standardization and rules for the establishment of industry-wide compliance and data warehouse.

• Initiated the development and implementation of annual communication mailings• Designed and administered QA testing of electronic trading partners• Served as systems support specialist, implementing database enhancements

Minneapolis, Minnesota, United States

• Co-managed a start-up residential & commercial painting company covering the Twin Cities metro area including all facets of marketing, estimating, project managing, painting and invoicing.• Operated and applied all types of painting apparatuses/machines, cleaners, paint/stain applicators/sprayers for multi-surface preparation and painting finish applications.• Efficient expert painter with attention to every detail to ensure professional results resulting from best-in-class preparation and application processes.