David Duong Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Designed comprehensive cross-sell customer journeys and collaborated with cross-functional teams to implement processes and communications across all sales channels• Defined critical business requirements and collaborated closely with IT to establish digital buy-flows, customer validation tools for frontline employees, and rulesets for identifying existing converged customers • Led a marketing cross-functional team (Brand, Product, Pricing, Sales) in the successful execution of over 500,000 targeted communications (email, MMS, in-app messaging, and digital banners) to Rogers, Fido, and Shaw customers, resulting in a significant 23% increase in cross-sell gross adds• Appointed by the VP of Customer Base Marketing to develop and execute the base management strategy

Toronto, Ontario, Canada

• Directed a team of two marketing managers, overseeing comprehensive ownership of renewal and retention programs with a direct impact on revenue and churn KPIs• Developed a strategic investment model that successfully reduced Cost of Renewal (COR) by 25%, while optimizing renewal and churn rates• Implemented agile marketing methodologies within the team, assuming the role of Commercial Lead to guide program management from ideation through to post-implementation reviews• Temporarily appointed as interim Renewals Business Owner during a critical leadership transition period

Toronto, Ontario, Canada

• Accountable for delivering weekly results, insights, and forecasts to the senior leadership team• Formulated annual and quarterly volume and mix targets aligned with revenue objectives• Spearheaded the development of business requirements for a new reporting database, collaborating closely with IT, data science, and marketing teams from development through to seamless integration into weekly reporting processes• Successfully managed a product decommissioning initiative, outlining comprehensive business requirements for IT implementation, leading the development of business cases, securing leadership approvals for an incremental $105M revenue over 5 years, and leading a cross-functional team in effectively communicating the impacts to customers while mitigating potential Commission for Complaints for Telecom Services (CCTS) issues

Toronto, Ontario, Canada

• Developed and upheld forecasting models for renewals and churn, facilitating identification of risks and opportunities vs. yearly, quarterly, and monthly budgets• Delivered analytical insights to cross-functional teams to inform business case assumptions• Presented weekly results and provided senior leadership with contextual information to guide strategic decision-making• Collaborated with finance to construct annual budgets for forthcoming years grounded in forecasting models and market assumptions

Toronto, Ontario, Canada

• Responsible for the development of business cases for B2B/B2C pricing programs, presenting to senior leadership for approval• Established pricing strategies for Small Business Internet, TV, and Phone services, ensuring alignment with gross adds and revenue targets• Secured buy-in from senior leadership to overhaul the portfolio, leading a cross-functional team through the end-to-end process of conceptualizing, developing, and launching a new suite of products and bundles into the market

Toronto, Ontario, Canada

• Directed device pricing strategies to achieve targets for gross adds, renewals, and churn, while supporting overarching marketing campaigns• Collaborated closely with hardware management and finance teams to align pricing with cost of acquisition (COA) and cost of retention (COR) spend targets• Prepared and delivered comprehensive analyses including device mixes, COA, COR, and forecasts for leadership review• Identified competitive risks and developed effective mitigation strategies• Formulated and implemented a hardware upgrade policy that resulted in significant savings of over $22 million in COR and generated an additional $30 million in revenue during 2014

Toronto, Ontario, Canada

• Analyzed internal and external data to assess rate plan performance and pinpoint opportunities for revenue optimization• Utilized SQL to construct and generate weekly reports for senior leadership, detailing the composition of gross adds and base, data device distribution, and plan mix compared to targets• Continuously monitored and maintained both new and existing data products• Led the implementation of pricing programs, overseeing the process from post-approval stages through to successful market launch

Toronto, Ontario, Canada

• Responsible for the design of price plans, service order codes (e.g., add-on products), and discounts within billing systems to ensure accurate deployment, display, and rating on customer invoices• Collaborated closely with program managers across all Rogers lines of business and brands to clarify program expectations and ensure system builds met industry and customer standards• Identified and resolved root causes of billing, provisioning, and program issues• Teamed up with pricing managers to pioneer the first Rogers shared plans, pinpointing system gaps that warranted investments in enhancements that continue to support current shared plans• Handpicked by leadership to develop and pilot innovative processes that reduced go-to-market lead times by up to 90%• Recognized with five "Above & Beyond" marketing awards for quarterly excellence, nominated by esteemed marketing leaders

Toronto, Ontario, Canada

• Provided expert technical support for business clients and IT professionals, troubleshooting and resolving complex technical and connectivity issues for BlackBerry, Palm, and Windows Mobile smartphones.• Documented all client interactions meticulously in the internal ticketing system, meeting core objectives and maintaining up-to-date product knowledge, while also contributing to Rogers’ knowledge management system• Achieved a performance record by consistently exceeding average handle time targets by over 50% and maintaining a first-time right resolution rate above 90%• Selected by management on three occasions to lead training, onboarding, and coaching for new hires, demonstrating leadership and commitment to team development