Mark Juba Email and Phone Number

Responsible for growing CRM attributed sales and improving the related infrastructure for 5 independent business units with the company.• Increased CRM's main KPI, service appointment creates, by 4X while reducing the number of campaigns executed.• Led the RFP, executive alignment, and implementation for a lower cost and more robust CDP/ESP solution that consolidates disparate customer data, improves hygiene and actionability, and enables the execution of campaigns without the use of IT resources.• Directed a cross functional team to reengaged lost customers through a personalized and multi-channel approach. The project reached millions of customers and accounted for tens of millions in revenue.

Grew the relationship marketing capability to drive incremental sales and repeat visits. Accountable for leading the strategy, development, and execution of CRM initiatives including loyalty program, email, and customer analytics.• Identified and implemented new CDP, CMP, and loyalty engine platforms that significantly improved capabilities with a YOY mid six figure savings over previous vendor.• Defined and executed the vision and roadmap for an effective and sustainable CRM capability.• Collaborated with cross functional teams to improve the customer email experience, implementprocessing efficiencies, increased the email marketable universe by 5x, and drove triple digit ROI.

Created and executed the CRM vision including loyalty program development and scale, email and direct mail initiatives, CRM technology roadmap, and customer analytics.• Developed, piloted and expanded a customer loyalty program that drove significant YOY comps.• Partnered with IT to develop and execute a 5-year CRM technology roadmap to improve customer level personalization and analytics capabilities.• Worked with IT to bring the customer database in-house that resulted in improved hygiene at a significant savings to the organization.• Improved email targeting and drove increases across customer engagement metrics and ROI.

Hired by CMO to provide an assement of CRM capabilites and develop future CRM roadmap.• Created customer lifecycle communication strategies, loyalty strategy, customer analytics, and enhanced overall CRM capability.• Implemented organization’s first customer segmentation scheme and developed a lifecycle communication strategy that drove 15%+ increase in ROI and customer retention in test markets.• Drove a a cross-functional customer loyalty program assessment and proposal, evaluated loyalty platforms, and outlined 1:1 program communication tactics.

Led the development of the 1st generation CRM capability that included 1:1 marketing, customer insights, and loyalty program strategy.• Secured board approval and funding for a CRM capability roadmap that included new technology, strategy, development of a customer analytics function, and resources.• Successfully created a customer communication strategy that took a breakeven email program to one that drove tens of millions in incremental revenue.• Re-engineered a new customer database that provided a single customer view across brands, improved data hygiene processes, analytical/reporting platforms, and campaign management.

Focused on the strategic, analytical, and technological transformation of Best Buy’s 1:1 marketing function. Increased incremental revenue from millions to billions by creating a personalized messaging capability that enabled relevant communications before, during, and after transactions. • Drove significant revenue by revolutionizing email capability with a strategy that encompassed customer lifecycle messaging, email capture, communication frequency, and personalized content.• Championed development of the customer database and supported the analytical needs through customer segmentation, actionable analytics, and predictive modeling.• Directed teams as large as 30 across diverse functions including customer analytics, 1:1 marketing, local marketing, campaign management, customer identification, and customer data integrity.• Founding member of CRM Best Practices Summits with North American and European operations.• Consistently one of the top leaders in Marketing in regards to employee engagement scores.

Led analytics and operations for the 3rd largest publicly traded membership services provider. Responsibilities included the development of customer segmentation strategies and tools, customer/client analyses, and lead processing management.• Developed the customer segmentation strategy and campaign management system for the organization.• Used sophisticated statistical techniques to develop and implement effective conversion, preference, and retention models for various programs, catalogs, and clients.• Partnered with Business Development to acquire new business by creating and presenting client specific contact strategies.

Led customer segmentation and analysis support for Front End Marketing, Middle End Marketing, Back End Marketing, Telemarketing, List Acquisitions, and List Rental.• Managed group of statistical analysts ranging in education level from Ph.D.’s to undergraduate degrees.• Developed new customer segmentation strategies for customer acquisition and retention.• Utilized various statistical methods, SAS, and other statistical software to develop numerous prediction models for all phases of the business.