C. Steven Malliard Email & Phone Number

Phoenixville, Pa, Us

Exton, Pa

A CRM & Digital Experience thought leader responsible for the operations of the CRM practice at iPipeline. As the Practice Director I understand the CRM strategies and tactics that increase top-line sales, grow customer value and know how to design, transform, optimize and deliver across integrated cross channels. I engage and influence C-level executives in the marketing/sales and technology roles to position and drive crm and digital initiatives.Responsibilities include:• Cultivate deep product and CRM knowledge and define the “best practices” in digital engagement and CRM strategy enablement.• Position and articulate CRM & Digital Services and Platform offerings to client with a keen focus on MS Dynamics CRM and Salesforce.com technology.• Understand technology and vertical platforms in order to strategize & craft solutions (along with pre-sales teams) to match customer needs. • Participate in sales opportunities identified by sales directors to ensure that the right approach to the business objectives is presented.• Scope projects and ensure proposals are complete and accurate • Plan service objectives by determining requirements, required resources, costs and service measurements. • Manage individual and team budgets• Evaluate and provide formal and informal coaching and feedback to team members, including annual evaluations • Establish and negotiate subcontracting resources

Greater Philadelphia Area

An innovative thought leader responsible for the overall development and implementation of the CRM / eCRM strategies of our clients.• Provide client services/account management direction for several key accounts including supervision of the team providing CRM / Marketing Analytics functions for our clients. • Responsible for managing programs with strategy, analytics and technology components.• Develop holistic customer-centric contact strategies and lifecycle programs for each client as well as the execution of targeted campaigns across all channels for our customers including Direct Mail, Email, SMS, Call Center, Voicemail, and Mobile/Web Display Ads.• Optimize targeted offers and promotions with a focus on incremental sales, profit and customer lifetime value. • Operate and optimize our clients' customer databases,CRM, campaign management and email deployment systems, customer insight software tools, campaign execution and tracking/reporting tools.• Work closely with key database service and data providers to support campaign execution and analytical reporting.• Bring a 'top notch' level of customer reporting, analysis and insights to each client.• Respond with insights and answers to key business questions regarding customers segmentation, customer performance, marketing performance, growth of the customer database, email subscribers and other critical topics.• Own the quality and security of customer information.

Senior level role reporting to the VP of CRM & Marketing Analytics responsible for :- Lead the seasonal planning process in support of the Lane Bryant and Lane Bryant Outlet brands- Optimized customer lifetime value and marketing expenses across all channels for those brands- Provided consultative guidance to those brands regarding offer, contact strategies, and incremental contribution forecasting through contact strategies, offer management, and optimal channel selection.- Leveraged all customer knowledge to develop a refined value proposition and servicing strategy establishing a tier/segmentation strategy for all customers.- Identifed opportunities for marketing campaigns, tactics and messages that will increase loyalty and decrease attrition among target customers.- Worked closely with and provides recommendations to marketing, e-commerce, store operations, and customer service on activities and actions to increase customer conversion and retention. - Acted as the key advocate for marketing to help them to leverage the power of CRM data to plan, manage and measure business results, ensuring adoption and consistency of usage, compliance with best practices and integrity of data.

Senior level role reporting to the Director of CRM responsible for:- Building the vision and directing the implementation of new CRM loyalty program enhancements and providing consultation to key stakeholders about CRM initiative opportunities. - Managing the CRM initiative roadmap, monitoring industry for best practices and new technology solutions, and developing business case for new initiatives. - Defining the project initiation and execution processes that facilitate the proper alignment of marketing resources to project initiative execution. - Managing CRM business team in the development and on-going management of all key CRM systems and processes to maximize the ROI of the customer data.

Oversaw the implementation of several strategic marketing and sales initiatives. Maintained all phases of the projects including project concept, RFP, discovery, design, development, testing, deployment and support. Maintained all project constraints including scope, budget, schedule and quality to ensure compliance with business specifications and company policies.Key initiatives included three individually branded student portals that supported student retention, implemented a Microsoft Dynamics CRM solution for 800+ admission and enrollment counselors that managed the lifecycle of nearly 1MM prospective students and 50,000 students, negotiated the acquisition and deployment of the Responsys email solution (2MM+ emails/month), and deployed automated search engine marketing and student conversion reporting capabilities.

Companies:• marchFirst, Inc. - Senior Web Consultant• SAE International - Web Systems Coordinator • FISERV, Inc. - Lead Software Development Engineer• Management Science Associates, Inc. - Software Developer

Master Of Business Administration (M.B.A.), Marketing

Master'S Certificate, Project Management

Bachelor Of Arts, Business Administration

Minor - Computer Science