Mark Pennington Email & Phone Number

San Jose, California, Us

San Francisco, California, Us

Led global program that helps customers new capabilities across Marketing, Sales, Service, and Commerce to deliver better customer experiences and achieve excellence across every part of their business. Conducted pioneering work with Fortune 500 and Global 1000 Companies to assess capabilities, then recommend best practices including roadmaps across people, processes, technology, and architecture to shift strategies, mindsets, and operating models to meet new customer expectations.Clients reported accelerated transformation timelines, improved collaboration and effectiveness, and greater competitive advantage after participating in the engagements I designed and conducted.Pioneered engagements to install modern operating models designed to increase focus on customers, accelerate time to market of new capabilities, and improve the way teams work together to deliver better customer experiences.Led efforts to amplify and scale those methods to Salesforce Services, Customer Success, and Partner teams to expand reach and impact.

San Francisco, California, Us

Led a global organization to help Marketing customers create breakthrough customer experiences by growing their resources and evolving their processes to improve digital maturity.Engaged with customers to assess current capabilities and map recommendations and roadmaps to adopt practices. Mentored a global network of advisors to enable them on Marketing Excellence methods.Customers who participated in my engagements reported increased ability to compete in their markets, accelerated growth, and improved loyalty, and more streamlined operations.

San Francisco, California, Us

Pioneered the role of a Marketing Domain-specific Success role at Salesforce, defining how to collaborate with other members of the Customer Success function and to correctly position the role with customers. Following a successful pilot, 40+ new positions were created for cloud-specific Success Managers. Focused on Health and Life Sciences customers, helping them create great digital experiences for their stakeholders by optimizing use of Salesforce Marketing Cloud capabilities, resulting in record-setting attrition and customers satisfaction rates.

San Francisco, California, Us

Led cross-functional team of 50+ people on the largest Marketing Cloud Services account, delivering top Customer Satisfaction scores for 8 straight quarters.Improved operating performance resulting in production increase of 25% while growing Services revenue by 20% per year each year.

San Francisco, California, Us

Led Marketing Cloud Services holiday peak planning resulting in flawless operational and platform performance during Cyber weekends.Developed deep consulting relationships to craft digital strategy and helped customer transform to journey-based customer lifecycle programs resulting in higher customer engagement and increased revenue.Increased throughput and accuracy by aligning people, processes, and technology to improve operational effectiveness and manage change.

San Francisco, California, Us

Developed deep consulting relationships to craft digital strategy and helped customer transform to journey-based customer lifecycle programs resulting in higher customer engagement and increased revenue.Increased throughput and accuracy by aligning people, processes, and technology to improve operational effectiveness and manage change.Migrated one of the world’s top 3 specialty retailers involving 900 processes, 20 brands, and 30 million subscribers on time and on budget with minimal impact to business.Presented at industry conferences on omni-channel and email marketing strategy.

Portland, Oregon, Us

Led team of 15 responsible for Web and store Marketing and Merchandising resulting in key metric growth including 15% increase in conversion rate.Established systems increasing efficiency resulting in 125% growth in promotion-related revenue.Oversaw development of Social Media strategy and developed multi-channel tactics that brought together online and offline experiences.Increased customer engagement by 60% by leading personalization initiatives to improve product recommendations.

Tualatin, Oregon, Us

Led all marketing efforts to drive 20% revenue growth during 2008. Launched new consumer product exceeding demand forecasts for first three months, grew share by >10% and exceeded sales by 25% for initial six months. Grew consumer segment by implementing multi-channel brand foundation and positioning.

Woodinville, Wa, Us

Responsible for all marketing activities for $300MM+ Commercial division including marketing strategy, product strategy, campaign development and executionManaged development from R&D to Launch of IDSA/Business Week Award-winning display across entire line of Cardio Equipment resulting in 20% increase in sales in the first year.Developed integrated online learning system to educate Sales channel on products and markets, achieving an ongoing consistent participation rate over 85% and significantly reduced travel costs.Conducted primary quantitative segmentation research to focus sales and marketing efforts in the hospitality sector. Developed new segment-specific messaging and sales tools to drive Sales channels toward highest-opportunity segments.

Portland, Oregon, Us

Lead Generation, demand creation, and channel management. Grew lead volume, accelerated sales cycle, partnered with sales to optimize lead acquisition activities.Implemented CRM system.Developed outbound marketing strategies and provided company-wide analytics.

Increased email newsletter response rates by 40% while growing opt-in email list from 400K to 2MMDeveloped acquisition campaigns achieving cost per sale 70% less than company averageLed direct mail catalog campaign with circulation of 1MM; exceeded revenue forecasts by 50%

Medford, Or, Us

*Piloted new SAS-based modeling process to optimize house file performance.* Developed CRM strategies to increase repurchase rates and Lifetime Value.* Conducted brand inventory of all communications to develop an integrated messaging platform.

Master Of Business Administration - Mba, Marketing & Strategy

Master Of Business Administration - Mba, Marketing & Strategy

Mba

Ba, International Relations

Education record