Kyle Douglass Email and Phone Number

Leading strategic fulfillment and marketplace programs, I oversaw cross-functional initiatives that spanned fulfillment partnerships & handoffs, marketplace initiatives, checkout experiences, and digital payments. My focus was on driving business growth within a $1.2 billion annual sales digital portfolio. Notably, I led the expansion of online payments projecting growth of $300 million+ annual revenue over 5 years. Simultaneously, I was responsible for defining strategic roadmaps, optimizing fulfillment solutions and delivering digital experience improvements.Strategic Initiatives Delivery:• Led cross-functional programs: partnerships, checkout, payments, and digital-to-store experiences.• Guided strategic fulfillment programs and customer experience initiatives driving business growth within a $1.2 billion annual sales digital portfolio. Online Payments Expansion:• Expanded online payment capabilities, projecting a minimum of $300 million annual revenue growth over 5 years while providing food program accessibility to customers through digital channels.• Optimized check-in and order handoff customer interactions reducing customer wait times by 30% and increasing Net Promoter Scores within the order retrieval customer journey.Roadmap Definition & Iteration:• Defined roadmaps for order management, payments expansion, routing, and partner fulfillment.Collaboration & Leadership:• Managed and empowered the performance of direct reports: Product Managers & Product Owners• Partnered with cross-functional teams across enterprise programs, ensuring reliable value delivery.• Maintained roadmap alignment with partner teams involved in internal and external partnership builds.Enterprise Marketing & Commerce Technology: SAP Hybris, Adobe Marketing Cloud, Mi9

Guiding and mentoring Product Managers and Product Owners, I led the successful implementation of enterprise digital assets, including Adobe Marketing Cloud migrations and SMS partner integrations, while driving a multi-year digital transformation. I directed cross-functional teams, managed performance, and fostered collaborative partnerships to ensure consistent and reliable value delivery throughout a dynamic 2-year strategic initiative focused on establishing and centralizing the master customer record as the foundation to the enterprise digital capabilities.Enterprise Digital Asset Delivery & Strategic Leadership:• Led cross-functional program teams in implementing Adobe storefront, encompassing SAP Hybris, services, product data, and personalization engines, pivotal to the realization of a 5-year strategic vision.• Facilitated SMS partner integration with Adobe.• Orchestrated the migration of 4M customer records, laying the foundation for enterprise personalization.• Strategically delivered enterprise digital assets to Adobe Experience Cloud DAM in coordination with enterprise digital transformation.Strategic Support & Digital Transformation Oversight:• Provided essential support to multi-year digital transformation efforts by facilitating prioritization, tradeoffs, and core requirement identification, ensuring alignment with overarching strategic objectives.Effective Team Management & Collaboration:• Drove consistent delivery on schedule throughout a 2-year transformation strategic growth initiative.• Directed the performance and professional growth of 5 direct reports comprising Product Managers and Product Owners, fostering a culture of excellence and accountability.• Guided the commitments and deliverables of 3 indirect reports, ensuring seamless coordination and alignment across cross-functional teams.• Established productive partnerships with consultant Subject Matter Experts, key stakeholders, and development teams.

Managing backlogs and setting priorities for program delivery, I oversaw loyalty and rewards program development driving increased acquisition, engagement, and redemption, while implementing initiatives to reduce barriers-to-save across all customer touch-points. I managed agile teams and fostered collaborative partnerships to ensure reliable value delivery throughout a long-term strategic digital-to-store loyalty and growth program, orchestrating seamless transitions for program sunsetting.Strategic Leadership & Loyalty Program Management:• Led strategic vision and roadmap development for loyalty and rewards programs, resulting in increased acquisition, engagement, and redemption for mPerks rewards through targeted initiatives.• Successfully delivered reductions in “barriers-to-save” across all customer touch-point applications, while defining, delivering, and maintaining key digital tools to enhance in-store shopping engagement.Agile Team Leadership & Stakeholder Collaboration:• Built trust and predictability by leading a diverse organization of 4 agile teams and 2 offshore teams.• Orchestrated End-of-Life (EOL) digital-to-store programs, smoothly transitioning earned value to refreshed programs aligned with long-term strategic goals.Effective Team Management & Collaborative Partnerships:• Managed and developed the performance of 4 direct reports comprising Product Owners, fostering a culture of excellence and accountability within the team.• Established productive partnerships with consultant Subject Matter Experts, key stakeholders, and development teams, driving consistent and reliable value delivery over the course of a long-term strategic digital-to-store loyalty and growth program.

Strategically defined digital engagement requirements and spearheaded the migration of over 10M loyalty and subscription accounts to enterprise digital records, accelerating online shopping transformation. Successfully delivered program enhancements, reducing service costs, and led innovation strategies to increase loyalty adoption, achieving increased ID’d transaction rates at point-of-sale interactions.Strategic Leadership & Digital Transformation:• Spearheaded the definition of digital engagement requirements for loyalty programs and mobile applications, driving enhancements to customer experiences and program effectiveness.• Orchestrated migration of 10M+ loyalty and subscription accounts, accelerating enterprise online shopping transformation and streamlining operations.Program Optimization & Innovation Strategy:• Implemented program improvements resulting in reduced contact and remediation service costs, optimizing program efficiency and customer satisfaction metrics.• Led innovation and pilot strategy initiatives to explore increased value exposure and opportunities for loyalty adoption, achieving a heightened rate of identification via point-of-sale interactions.Effective Team Management & Collaborative Partnerships:• Managed and developed the performance of 4 direct reports, fostering a culture of excellence and accountability within the team.• Collaborated effectively with internal IT services, Logix for Retail, Business Analytics & Insights, and Mobile Application Development Partner teams to drive seamless execution and alignment with strategic objectives.

Pursuing sales growth opportunities, I spearheaded holiday key item sales, notably achieving the milestone of “The Million Dollar Item” during the 2012 holiday season. I effectively managed over 50 drop-ship vendor partnerships, maintained a diverse online catalog of 75,000+ SKUs, and enhanced seasonal and holiday price perception for critical products.Sales and Market Positioning:• Successfully sourced and drove key item sales, outperforming competitors in capturing market share.• Negotiated strong agreements to safeguard a $500M+ inventory, minimizing business risk during planned sales seasons.Distribution and Cost Management:• Implemented cost allocation strategies for efficient distribution space management, optimizing budgets and reducing holding costs.Digital Transformation and Perception Enhancement:• Launched in-store key selling product catalogs online, enhancing market price perception and driving higher in-store engagement during critical holiday sales dates.Vendor Partnerships and Catalog Maintenance:• Managed 50+ direct-ship vendor partnerships.• Maintained a robust online catalog with 75,000+ SKUs.Strategic Forecasting and Risk Mitigation:• Accurately forecasted demand, contributing to the strategic procurement plan and risk mitigation through negotiations.

Focusing on the eCommerce businesses for Baby, Shoes, Apparel, Jewelry, and Team Fan Shop, merchandising and sales plans were seamlessly executed while driving improvements within the taxonomy of the Team Fan Shop experience.Category Promotions:• Strategically planned and executed promotions, ensuring optimal product positioning and competitive pricing.High-Velocity Sales Events:• Orchestrated impactful promotional sales events to drive sales velocity.Skills included planning/allocation, analytical skills, market analysis, and sales forecasting.

Establishing best practices in digital branding and commerce experiences, I led the launch of an eCommerce solution at Grand Valley State University, providing academic communities with enhanced access to information, products, and transactional capabilities, resulting in a $1 million annual revenue increase. Managed a diverse team of 15 members and orchestrated innovative marketing campaigns, optimizing user experiences and driving engagement across various departments and stakeholders.Strategic eCommerce & Marketing Leadership:• Orchestrated the coordination and launch of an eCommerce solution, providing the GVSU community of students, parents, alumni, faculty, and staff with access to academic information and transactional capabilities, fostering enhanced convenience and accessibility.• Defined streamlined processes for online merchandising and product photography, resulting in a significant $1M annual revenue boost and optimized user experiences.Innovative Marketing Campaigns & Team Management:• Developed creative marketing programs and campaign strategies, facilitating frequent theme rotations to maximize efficiency for seasonally refreshed major visual installations, enhancing engagement and sales.• Managed and directed a team of customer service, marketing, and design employees, collaborating on building and maintaining a newly formed retail services marketing organization, fostering teamwork, and driving resultsCross-Functional Collaboration & Partnership Development:• Collaborated across diverse teams, including Academic Services, ITS, Athletic Marketing, and Operations, to ensure seamless execution aligned with organizational goals.