Robert Ritchie Email & Phone Number

Mountain View, California, US

• Reporting to the CFO, leader of the payments team for a publicly traded and industry leading online legal services company. Manage multiple billions in attempted payments annually and responsible for approval rates.
• Increased company subscription approval rates by 700bps YOY via optimizing the company's merchant profile and dunning process
• Reduced all card disputes by 50% YOY by reducing fraud and updating payment descriptors
• Built company anti-fraud infrastructure from scratch, including internal order manual review
• Relationship leader for company payment partnerships (e.g. Visa, Mastercard, Amex, Worlday, Stripe, Flexpay).

Stamford, Connecticut, US

• Lead a 80 person US and international team responsible for payments, billings, chargeback management, gift card fulfillment and operations for a subscription based online loyalty marketing merchant with operations in.
• Responsible for the relationship with 3 major payment processors (Fiserv, Worldpay, Adyen) and multiple international payment schemes, including Visa, MasterCard, Amex, SEPA DD, etc.
• Report group KPIs (eg. billings, pay thru rate, chargeback rates) up to the CEO level
• Manage multiple billing related and scheme mandated IT projects
• Manage gift card fulfillment operations for key clients, which include large credit card issuing banks
• Manage and oversight of subscription operations and member data management

Parsippany, New Jersey, US

• Led the “R” Us Credit Card and the TRU/BRU gift card businesses and relationships with payment and gift card processors, as well as Visa, Mastercard, American Express, Discover and Paypal. Also responsible for.
• Responsible for acquiring several hundred thousand "R" Us card accounts annually through various in-store and online marketing initiatives and reporting results up to the CFO level
• Increased in-store and online private label card spend by a CAGR of 13% over 4 years in an overall declining sales environment
• Managed the largest gift card processor change ever undertaken in retail in 2016
• Increased gift card sales annually by over $10MM for three years straight
• Managed a combined $115MM budget for credit card/debit fees, "R" Us card and gift card promotion

New York, NY, US

• Leader of the largest credit card acquisition channel at American Express.
• Responsible for acquiring several hundred thousand Costco/Amex TrueEarnings Card accounts annually through 450 US Costco warehouse locations through various online and offline initiatives
• Increased new account acquisition by 37% over 3 years by innovating new offers, channels and events targeting high-value Costco executive members
• Manage an annual marketing budget of $18MM and achieve targeted ROI goals
• Lead multiple marketing managers and creative agencies responsible for site, insert and social media acquisition channels
• Chair weekly meetings with over 20 Costco HQ/internal business partners and present results up to the GM level

New York, NY, US

• Sales leader and business management of the Amex online and offline statement insert media business which accounts for approximately $25MM in yearly revenue
• Engaged new business advertisers into Amex statements via cold calling as well as leveraging internal client manager relationships which resulted in a doubling of revenue YOY from 2008 to 2009
• Negotiated pricing, circulation and service level agreements with advertisers and media brokers
• Designed and partnered with technologies to design and build the billing statements for multiple new product launches with varying rewards structures and marketing needs.
• Optimized limited statement space for maximum revenue benefit by strategic placement of marketing collateral

New York, NY, US

• Leader of all American Express online and offline balance transfer marketing campaigns and project lead for numerous re-engineering initiatives that resulted in increased revenue and decreased write-offs
• Led a group of 20 cross-functional partners in executing all online and direct mail Balance Transfer campaigns which were responsible for approximately $1.2 Billion in Accounts Receivable per year
• Developed and led the implementation of fees and declines on higher-risk balance transfers which resulted in $19.2MM in incremental pre-tax income over two years and several million dollars in decreased write-offs
• Directed creative agencies in all aspects of marketing, design and production of balance transfer marketing materials
• Managed a budget of over $10MM per year and reported BT campaign results and other portfolio analytics up to the SVP/GM level

• Senior relationship manager for database management services for major catalog retailers, internet service providers and consumer packaged goods firms
• Advised a portfolio of major accounts on database management and marketing, including segmentation & other data mining techniques to optimize direct mail, email, SEO, site and telemarketing campaigns
• Analyzed client sales data monthly to identify trends and opportunities for sales improvement
• Lead weekly meetings with client upper management to communicate job status and coordinated the research of any questions or problems presented
• Increased client billings by 30% YOY through effective account management and winning new business
• Assist division President with writing, researching, and presenting responses to RFP’s

• Responsible as the primary client-facing point of contact for list processing services for major financial services firms’ (e.g. Bank One, Bank of America, Wells Fargo) direct mail and telemarketing campaigns
• Oversaw and ensured quality control of merge/purge, modeling and lettershop file processing for credit card and insurance solicitation mailings
• Managed the timelines for multiple projects and led weekly meetings with clients
• Confirmed that all campaigns adhered to individual state laws regarding insurance and credit card solicitation
• Built the relationship with all assigned accounts using internal/external resources through client visitation, consultative interactions and creative problem resolution

Stamford, CT, US

• Responsible for the launch, acquisitions and product management of the PitneyWorks Business Rewards Visa card targeted at small business owners.
• Developed and executed offline and online marketing campaigns directed at small business owners
• Managed the relationship with the card issuing bank and Visa
• Hired, trained and led two marketing analysts

• Managed the facilities maintenance for major retail accounts such as the Gap, Old Navy, Williams Sonoma and Borders Books
• Negotiated labor & material rates with HVAC, plumbing and electrical contractors servicing store locations
• Evaluated monthly maintenance costs for stores and presented results to client home offices
• Supported sales group with RFPs as well as with prospecting and closing new accounts

Mba, Finance & Marketing

Bba, International Management/Latin American Markets

New York, Ny