Tom Madden

Tom Madden Email and Phone Number

CRO | EVP | Managing Partner | Loyalty and Marketing Services Strategy, Design and Optimization | Driving Business Transformation and Growth @ The Mallett Group
Tom Madden's Location
Greater Minneapolis-St. Paul Area, United States, United States
Tom Madden's Contact Details
About Tom Madden

As a culture focused executive, I am experienced in commercial and corporate strategy, revenue growth, and operations management within marketing services firms. I drive transformation and growth by understanding client needs, creating strategic focus and clarity, establishing partnerships for mutual success, and building high performing teams.My background includes senior leadership roles where I led teams to deliver Loyalty, CRM, Strategy, Technology, Product, CXT, Operations and Business Consulting services. Leveraging actionable data, I delivered gains in client satisfaction, revenue, team engagement, and long-term value creation.► ENSURING SUCCESSFUL CLIENT EXPERIENCES, RETENTION & GROWTHUsing a consultative approach, I collaborate with key client executives to develop marketing strategies and solutions that advance their business objectives. Internally, I devise and implement strategies to improve the customer experience and satisfaction. Improved CSAT scores by 12% and NPS rating by 10%.“Tom's strategy and diligent work to understand our target audience enabled us to create a solution that drove customer behavior and really resonated with our target audience. His creative ideas helped to define many of the final tactics we deployed.” Consulting Firm Client► DRIVING REVENUE AND EBITDA OUTCOMESI have a proven record of client sales growth, effective operations leadership and strategic results working with public and private enterprises including Fortune 500 companies. My work has included successfully turning around underperforming businesses.► ESTABLISHING PRODUCTIVE STRATEGIC PARNTERSHIPSI am known for establishing internal and external partnerships for mutual success. This includes keystakeholders, outsourced vendors, and cross-functional leaders.► BUILDING CLIENT-FOCUSED HIGH PERFORMING TEAMSDriving EBITDA growth, I build high impact client, business development, and operations teams to grow and support new and existing clients while achieving annual growth and implementation goals. I have led teams of up to 350 members in the US and Canada. My teams work hard and have fun allowing for retention and lower recruiting costs.► POSITIONING ORGANIZATIONS FOR SALE/ACQUISITION/M&AMy experience includes preparing, packaging and pitching companies for sale through Private Equity.► OFFERING ADDITIONAL AREAS OF EXPERTISEStrategic Planning, P&L Management, Global Client Management, Sales Leadership, Product Management, Contract Negotiations, Technology Implementation, and Analytics Development► CONNECT✉ tochjocaro@gmail.com

Tom Madden's Current Company Details
The Mallett Group

The Mallett Group

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CRO | EVP | Managing Partner | Loyalty and Marketing Services Strategy, Design and Optimization | Driving Business Transformation and Growth
Tom Madden Work Experience Details
  • The Mallett Group
    Principal Consultant
    The Mallett Group Nov 2024 - Present
    Lee, Ma, Us
    The Mallett Group is a loyalty marketing and partnership development consulting agency specializing in helping clients design, develop, and maximize the value of their customer engagement strategies and programs. The Mallett Group is led by loyalty marketing experts who have worked on both the client and agency side. Our goal is to create successful, profitable loyalty marketing strategies and programs for you and your customers.MY ROLEAs principal consultant, I help clients with loyalty/CRM program design and optimization, partnership strategy and development, co-brand services, business development services, technology assessment and long-term partner selection.
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  • Phaedon
    Executive Vice President, Managing Partner (Formerly Icf Next)
    Phaedon Sep 2023 - Oct 2024
    Minneapolis, Mn, Us
    A marketing services firm focused on Loyalty, CRM, CXT, Business Consulting and Marketing Communications primarily in the Hospitality, Travel, Retail and Healthcare industries.Led the headquarter office and a team of 150+ delivering Loyalty, CRM, Strategy, Technology, Product, CXT, Operations and Business Consulting services generating up to $52M in annual revenue. Focused on transitioning the newly sold company for clarity and growth while turning around underperforming divisions. Responsible for P&L management, sales, marketing, operations, business consulting, product development and technology.• Achieved revenue goals by leading the renewal of all multiyear enterprise client contracts, the sales of new clients, and overseeing the technology team's product roadmap, cloud effort and transition to mid-market service. Responsible for delivery of 75%+ of all revenue and EBITDA for Phaedon. • Led over $110M in long-term contract renewals for Hilton, Hyatt, Wyndham, Sonesta, Allegiant Air, UHC, Elevance Health and others.• Took on the declining Business Consulting team, refocussed their efforts around core strengths and retained the previously declining client base. • Worked with the CXT team leadership to shore up existing client contracts and focus the team on growth. • Built the Product Team resulting in long-term roadmap product development leading to client contract renewals and client growth. • Oversaw the Technology Team in the continued transition to the cloud while leading the effort to transform the core technology product from an enterprise-only product to mid-market SaaS.
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  • Icf Next
    Evp, Managing Partner
    Icf Next Sep 2021 - Sep 2023
    Reston, Virginia, Us
    Led a team of 125+ delivering Loyalty, CRM, Strategy, Technology, and Product. Charged with turning around underperforming business sectors while part of the executive team preparing the company for a carve-out sale. Accountable for P&L management, sales, marketing, operations, product development and technology.• Stopped the decline in revenue and achieved revenue goals by leading an all-hands client centered approach to client service, product roadmap innovation, and leading the sales effort for new clients. • Sold $75M+ in new loyalty clients since 2018. • Oversaw the Technology Team in the launch of the loyalty platform transition to the cloud. • Prepared, packaged and pitched the company for sale to Private Equity, resulting in September 2023 transaction.
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  • Icf Next
    Svp, Managing Partner, Loyalty + Crm, Client Services And Growth
    Icf Next Aug 2017 - Sep 2021
    Reston, Virginia, Us
    Recruited to lead the implementation of marketing technology and services for the largest client sale in the group’s history. Provided leadership for matrixed team of 100+ employees. Successful launch led to expanded role with responsibility for more than 50 team members in the Client Services and Operations, Strategy and Business Development Teams for Loyalty and CRM. Accountable for P&L management, sales, marketing and operations.• Grew YOY pipeline by 35% above target and successfully sold and launched enterprise clients resulting in new contracts, above average client satisfaction, and revenue growth.• Partnered to create strategy and analytics services products resulting in 300% growth in 2 years.• Built high performing and engaged team leading to reduced employee turnover and recruiting costs during a period of record employee turnover nationally. • Mentor for ICF “up and coming” leaders resulting in promotions and increased revenue for mentors.SERVICES:• Loyalty and CRM Strategy• Digital Experience• Customer Strategy and Journey Mapping• Program Implementation and Management• Integrated Marketing and Communications• Cross-Channel Marketing• Analytics, Reporting and Modeling• Tally® Product Implementation
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  • Ya | Engage
    Svp Operations
    Ya | Engage Oct 2016 - Aug 2017
    As SVP Operations, I reported to the President and CEO and was responsible for transforming operations to be both internally and externally client focused to deliver on the growth of client programs. This included overall responsibility for Program Operations, Contact Centers, and outsourced Fulfillment Partners in the US and Canada to drive client satisfaction, margin and ultimately, EBITDA.After successfully leading the growth of revenues over the previous 2.5 years, I was charged with aligning our Operations to better serve that growth. By building client focused teams in both the US and Canada, I led the implementation and utilization of platform solutions to support client programs and satisfy key stakeholders. Process improvements resulted in a reduction of errors by 80% while increasing EBITDA through a focus on flawless execution. * Successfully led the build of the facility and staff in Ontario to approximately 350 resources by partnering with outside partners, and our technical, marketing and sales teams. This expansion included the facility infrastructure, required support systems, and staff required to support client growth. * Led the outsourced fulfillment and card partnerships with companies the US and Mexico.* Began a Continuous Improvement Program that adds over $1M to the bottom line in the first year. * Awarded top ranking on internal employee surveys for leadership, departmental partnerships, and client focused results.
  • Ya | Engage
    Svp Sales And Account Development | Enter To Win, Rebates, Loyalty, Referral Programs, Sample 2.0.
    Ya | Engage May 2014 - Oct 2016
    Reporting to the President and CEO as SVP Sales and Account Development, I was responsible for transforming company growth through sales leadership and strategic account development. I lead the client focused Sales and Account Management teams. This includes annual planning, sales strategy, strategic account development and overall client satisfaction. Measured on new clients, client retention and satisfaction as well as client growth and advocacy of Young America (YA), I met with the Board of Directors monthly.By implementing different client focused strategies by client segments, we achieved annual revenue growth goals to fuel company growth. This included program design, technical system implementations, insights and analytics, creative, program management and customer care solutions ranging from $100K to $10M+. * Managed P&L to budget each year while developing an account sales and management structure, and digital focus to enable rapid revenue growth resulting in annual revenues nearly doubling in 2.5 years.* Built account planning and client QBR processes to increase client satisfaction, improve net promotor score and increase both retention and revenues. Resulted in 98% client retention and over 20% revenue growth annually.* Doubled pipeline by focus on growth while implementing a CRM platform to allow better building and tracking pipeline developments. * Partnered with Marketing to establish the marketing plan to include conferences for lead generation, and the creating of a marketing library to better enable sales and product development.
  • Aimia Inc
    Vice President, Managing Director Us | Executive Leadership, Growth, Loyalty Strategy Thought Leader
    Aimia Inc Sep 2012 - Dec 2013
    Toronto, Ontario, Ca
    As VP, Managing Director, led a team of 90 people, multiple US offices, with revenue responsibility in Consumer Marketing, Strategy, Account Management, Partnership Marketing, Project Management and Awards. Primary focus in the Retail, Financial Services, Gaming, CPG, Travel, Technology, Hospitality and Healthcare sectors.GLOBAL CROSS-FUNCTIONAL LEADERSHIP• Built multiple high performing teams to achieve 120% of annual sales growth goals.• Strategically led cross-functional marketing analytics, creative, digital, IT and account teams for North America clients.• Led US teams to deliver key global Aimia initiatives including global payment coalition loyalty design, North America Award offering, global client development, integration and knowledge sharing.• Recognized with top Aimia management ratings in employee leadership, development and satisfaction.GREW BUSINESS THROUGH C-LEVEL RELATIONSHIPS AND TECHNOLOGY PARTNERSHIPS• Led implementation of business development and operations plans to achieve revenue, gross margin and profitability goals.• Retained 100% of clients and reversed the 15% annual client turnover by building C-level relationships and consulting with key prospect and client stakeholders.• Delivered 100% growth in annual Partnership revenue without increasing delivery team size.• Sold 75% of all new clients/programs through consultative selling approaches in the financial services, travel and hospitality, gaming and healthcare industries.LOYALTY STRATEGY AND THOUGHT LEADERSHIP • Tripled the number of speaking engagements at conferences to demonstrate Aimia’s thought leadership.• Led strategy team which resulted in new clients in technology, travel and healthcare.
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  • Aimia Inc
    Vice President, Managing Director
    Aimia Inc Aug 2010 - Sep 2012
    Toronto, Ontario, Ca
    Responsible for leading the US Loyalty Strategy consulting team as well as the consumer loyalty sales and client teams for travel, hospitality, healthcare, gaming and emerging markets businesses. Oversee multiple offices for both sales and strategy.
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  • Aimia Inc
    Vice President, Loyalty Strategy
    Aimia Inc Feb 2010 - Aug 2010
    Toronto, Ontario, Ca
    Responsible for US loyalty marketing strategy across all business lines.
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  • Minneapolis Public Schools
    Chair, Board Of Education
    Minneapolis Public Schools Jan 2007 - Jan 2011
    Minneapolis, Minnesota, Us
    Elected official responsible for hiring the Superintendent, district policy governance, strategic planning and the $650M budget of the Minneapolis Public Schools.
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  • X Mark, Inc.
    President
    X Mark, Inc. Feb 2004 - Feb 2010
    Marketing Consultancy focusing on customer retention, marketing partnerships and marketing strategy.

Tom Madden Skills

Marketing Strategy Strategy Strategic Partnerships Crm Loyalty Programs Marketing Loyalty Marketing Account Management New Business Development Leadership Direct Marketing Business Development Management Strategic Planning Integrated Marketing Relationship Marketing E Commerce Marketing Management Customer Insight Customer Retention Digital Marketing Cross Functional Team Leadership Customer Acquisition Analytics Segmentation Mobile Devices Program Management Marketing Communications P&l Management Sales Email Marketing Advertising B2b Brand Development Social Media Marketing Interactive Marketing Team Building Database Marketing Budgeting Customer Engagement Brand Management Project Management Retail Online Advertising Competitive Analysis Market Research Direct Mail Strategy Development Budgets Online Marketing

Tom Madden Education Details

  • University Of Minnesota - Carlson School Of Management
    University Of Minnesota - Carlson School Of Management
    Executive Leadership Program
  • University Of St Thomas
    University Of St Thomas
    Masters Of Business Communications Coursework
  • University Of Wisconsin-Madison
    University Of Wisconsin-Madison
    Communications

Frequently Asked Questions about Tom Madden

What company does Tom Madden work for?

Tom Madden works for The Mallett Group

What is Tom Madden's role at the current company?

Tom Madden's current role is CRO | EVP | Managing Partner | Loyalty and Marketing Services Strategy, Design and Optimization | Driving Business Transformation and Growth.

What is Tom Madden's email address?

Tom Madden's email address is tm****@****ing.com

What is Tom Madden's direct phone number?

Tom Madden's direct phone number is +161240*****

What schools did Tom Madden attend?

Tom Madden attended University Of Minnesota - Carlson School Of Management, University Of St Thomas, University Of Wisconsin-Madison.

What are some of Tom Madden's interests?

Tom Madden has interest in Consulting, Digital Rebates For Cpg And Retail, Chief Client Officer, Customer Experience Marketing, Global Program Management, Community, Pep Boys, See 36, Travel And Hospitality, President.

What skills is Tom Madden known for?

Tom Madden has skills like Marketing Strategy, Strategy, Strategic Partnerships, Crm, Loyalty Programs, Marketing, Loyalty Marketing, Account Management, New Business Development, Leadership, Direct Marketing, Business Development.

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