Responsible for consolidating go-to-market, consumer engagement across previously disparate business, including web sites, product catalogs, ecommerce and consumer-direct database marketing, as well as social engagement and customer care.

Responsible for ~100 million customer interactions per year, global across 500 web sites, social media, 1200 partner portals, ecommerce, and as sales force of 12,000. My scope included 60 lines of business, 6 distinct business model across 7 languages in over 100 countries. I lead a staff across 7 countries that drove strategy to execution across many global cultures. Scope of work included the establishment and operation of Global Centers of Excellence for CRM, Web (pubic and B2B portals), Ecommerce, Social and Customer Analytics, Customer Care, and Internal Collaboration (Sharepoint for 55,000 employees).

• Member of IS Leadership Team responsible for enterprise planning, portfolio to business strategy alignment as well as direct involvement with top level business needs.• Responsible for technology platforms, processes and metrics around sales, marketing and customer service for the global enterprise.• Responsible for transforming Toro from product only driven to include customer drivers.• Lead data warehouse and business analytics transformation, building Oracle datawarehouse team and introducing data quality and PII programs that were supported by memory resident advanced analytics tools (QlikView). • Member of Landscape Business global strategy team to define market potential and customer growth strategies.

• Sr. Consultant in Customer Strategy practice specializing in business transformation to drive revenue through improved customer interactions across multiple channels. Client included Motorola, Union Bank of California, ADC Telecommunications, American Express Incentive Services, Volkswagen and Daimler.• Client Parnter with P&L Responsibility and overall ownership of principal client (Union Bank of California) leading a staff of 14 in a multi-year, 300 seat customer service systems integration project. • Cross-functional Customer Experience subject matter expertise as well as client guidance and roadmap planning needed to realize customer service goals. Included is business process and technology evaluation for seamless communication between customers, partners, and sales, service, and operations organizations.• Delivery lead responsible for leading sales teams and driving revenue from existing clients as well as new prospects.