Rich Huffman Email & Phone Number

Responsible for developing the journey vision and roadmap, while providing a strong understanding of business drivers with a relentless focus on client needs. Manages and supports the journey team, to resolve delivery issues to ensure outcomes are aligned with the targeted business case. Translates the vision and strategy into an actionable business.

Malvern, Pennsylvania, United States

• Responsible for the development and deployment of CubeSmart's Customer Experience and Marketing Operations strategy to ultimately advance brand reputation, deepen consumer insights and engagement, and inform.
• Selected and led the implementation of CubeSmart’s CX and Marketing Automation platforms and go-to-market strategy for customer data and insights collection.
• Established and leveraged customer journey mapping to identify customer friction points and areas of opportunity for alternative experience pilots and testing.
• Managed virtual consumer research projects to collect insight used to create and/or enhance the digital experiences for the online rental process, mobile app, and online customer center.
• Set the strategy and drove the delivery of CX measurements including, customer reviews, text and sentiment analysis, Net Promoter Score, and customer satisfaction surveys and leveraged this information to understand.
• Responsible for standing up the company’s first asynchronous messaging platform and virtual bot to aid in customer service and acquisition via various automations including; Google Business Messenger, web messaging.

Malvern, Pennsylvania, United States

• Led the development and implementation of CubeSmart’s brand, traditional marketing efforts, regional campaigns, and retail store programs to help drive prospecting and customer acquisition. Highlights include:
• Directed team responsible for ~$1.5 million traditional marketing budget that spans a broad spectrum of off-line media types to compliment in-market digital efforts.
• Managed the research needed for the refinement of the brand which resulted in a 150+ page brand standards and guidelines document and features updated brand house, value proposition, tagline, and supporting design.
• Responsible for the design decisions and approvals for all retail locations including permanent signage, interior and exterior look and feel, and all collateral and sales materials.

Malvern, Pennsylvania, United States

• Responsible for designing and implementing integrated B2C marketing strategies, including direct response, broadcast, digital media and partnerships, to meet organizational objectives. Highlights include:
• Responsible for the development and implementation of regional marketing campaigns resulting in increases in average store reservations, rentals, and revenues in New York City and Southern Florida.
• Managed all marketing partnerships allowing for co-branding opportunities and resulting in hundreds of referred transactions quarterly.
• Directed the strategy, design, deployment and continued refinement of the industry’s first in-store customer interactive digital display screens – enabling manager-lead and self-guided storage sales presentations.
• Created and managed the development and testing of the company’s largest integrated campaign, “The Department of Moveology”, intended to capture more market share of household movers nationwide.
• Led the project management of the company’s “Red Carpet Service” Philadelphia pilot to include message and creative development, training, and customer experience solicitation.

Exton

• Maintained full responsibility for creating and developing numerous corporate programs and projects and managed a team responsible for the development and execution of the deliverables.Highlights include:
• Directed the recruitment and publicity of global Be Awards competition - resulting in the company’s flagship magazine – The Year in Infrastructure (Best in Show at Neographics 2008).
• Served as Publisher and managed the print (20,000) and digital (100,000+) circulation for Bentley’s quarterly publication – Be Current.
• Developed plans and web systems requirements for an extensive online seminar series of more than 175 online titles, resulting in 9,000+ unique web visitors in a six-month period.
• Directed the design and development of the company’s flagship corporate deliverable – The Year in Infrastructure. Defined the strategy for promotion and distribution to more than 150,000 key influencers in the media.
• Responsible for the recruitment, development and delivery of 50 user presentations over a two-day agenda for corporate Best Practices Symposium.

Exton, Pennsylvania, United States

• Responsible for the management of all global corporate marketing programs, collateral and marketing material standards, internal and external communications, and onsite event planning and logistics. Highlights include:
• Developed plans and managed the logistics of the Be Awards program, including the recruitment strategy, internal and external communications and promotions, submission processing, judging, and the awards ceremony event.
• Increased attendance for the 2007 Bentley user conference through effective communication and website strategy – resulting in attendance of over 1,700 global users.
• Improved productivity by counseling internal marketing departments ensuring standards in campaigns and promotions design and planning.
• Enhanced the marketability of Bentley’s academic outreach program targeting Universities and Colleges worldwide through messaging, positioning and collateral development.
• Served as Bentley liaison to managed relationships with outside agencies and firms and coordinated any outsourced marketing activities.

Exton, Pennsylvania, United States

• Formulated and managed global B2B marketing plans (optimizing the $1.5 million annual budget) in support of the business goals of Bentley’s Geospatial Vertical business unit. Highlights include:
• Responsible for $1.5 million annual marketing budget and implemented all marketing activities for global geospatial business (25% of Bentley’s $300 million revenues) including product and solution campaigns.
• Developed and implemented the strategy of the company’s first subscription program for Municipalities resulting in 26 agreements and over 10,000 unique web visits in the first six months.
• Directed all aspects of event planning, press relations, and agenda for more than 500 guests for Bentley’s first Geospatial Summit event in Prague, Czech Republic in 2007.
• Collaborated with top management, product development and marketing, business development, to develop related marketing strategies, plans and materials.

King Of Prussia, Pennsylvania, United States

• Served as project lead on B2B marketing plans with internal clients and formulated the goals and objectives, strategy, design, schedule, implementation, and reporting for campaigns and initiatives.Highlights include:
• Directed corporate marketing team and initiatives and managed outside support resources for public relations, advertising and web design while optimizing a $2 million annual marketing budget to support global.
• Defined and implemented a public relations plan to share corporate news to the national and international community of investors, trade analysts, media, and clientele.

Plymouth Meeting, Pennsylvania, United States

• Directed the re-branding and packaging of the company for acquisition, and was responsible for all promotion and marketing of IT consulting and application hosting services in the Mid-Atlantic region.Highlights include:
• Upgraded corporate brand with a new logo, image and website that supported the sale of ACTIV-e Solutions to Neoware Systems in December 2001.
• Supervised relationships with external advertising, design and fulfillment agencies, and enhanced profitability through incremental sales of more than $1 million in six months through strategic business arrangements.

• Managed relationships of top software partners to optimize their cooperative marketing spend to meet and exceed quarterly rebate sales goals. Promoted five times during five-year tenure with company.Highlights include:
• Designed corporate and co-op marketing campaigns for Adobe, IBM/Lotus, and Symantec that helped meet and exceed semester revenue rebate goals.
• Implemented target-marketing promotions to track budgets, response rates, conversions and sales forecasts to maximize a $3 million annual department budget.
• Directed a team responsible for the company’s top 20 vendor accounts and helped customize programs targeting vertical and mass marketing, buyers vs. non-buyers and cross-sell/up-sell.