Project and Portfolio Management services in CRM and BI/DW, Data Analytics.

Platform leader for CRM (MS Dynamics) and BI (SAP Business Objects) in large sales and service organization. Technology & features roadmap, team development. Project Management, Initiation through launch of Salesforce. Negotiated multi-year/MM$ software licenses & systems integration services, initiated project and PM'd integration stream to launch.

Summary: Paywall launch, Retention Strategy, Marketing, Communications Keywords: UX, Wireframe, Retention Marketing, Subscription Service - Paywall launch: Developed market plan for existing subscriber base; technical requirements for product, including UX design/wireframes development with external firm- Customer Retention; insights into cancellation reasons, adjusting service offering, developing scripts and responses for call centre offers & positioning; training call centre staff and supervisors- Campaigns – letters, email, retargeting strategy, linkedin, twitter channels- Winbacks; encourage retention via discounts, offers for credit card payment- Dashboard; metrics/kpi’s including service delivery, call centre performance, cancellations survey;

Summary: Program manager of BI/Dashboards and CRM tools, sales operations management, financial reporting. Keywords: CRM; Netsuite; BI; Cognos. Sales Operations- Advertising BI Toolset Tools → delivered data warehouse toolset, dashboard, querying and reporting tools, greatly improving sales productivity and insights into customer spending and share of market- CRM System (Netsuite) – managed acquisition and rollout of CRM sales force automation system; requirements gathering, managing engagement with external consultant firm, managed support team and adoption- Sales Operations: Developing forecasts, budget, quotas; configuration of sales territories; sales contest reporting, performance management reporting- Financial reporting: Period-end packages and variances analysis for internal and board review

Summary: Churn intelligence analysis, customer segmentation, loyalty marketing strategy in wireless telecommunicationsKeywords: Loyalty Marketing; Consumer Insight; Survey; Churn; Mobility/Telecom - Strategic insight into customer behaviour, trends, impacts to consumer wireless revenues- Primary research initiatives; developing surveys to generate insights into consumer loyalty levers and churn drivers; lifecycle decision points. Fieldwork performed by 3rd party, analysis generated in house using SPSS.- Several surveys designed to capture insights into specific churn issues; administered via in-house call-centre teams, analysis, insights, and opportunities for redirection developed by team- Executive Dashboard: leading team to design, deliver, improve reporting package- Analysis, Reporting, Forecasting, Planning, Strategy: develop models to forecast churn, analyze variances to plans, competitive threat analysis; developing budgets based on competitive environment, internal strategy and projects, and handset/network releases; campaign measurements – impacts, outcomes, costs

Summary: Consulting services, Pricing analysis and strategyKeywords: Pricing; Survey; Primary Research; Analysis - Pricing analysis to redesign product configuration; customer segmentation, differential pricing- Field research (survey) developed and administered to determine churn/loyalty drivers for major product experiencing downturn; insights generated into causes for subscription cancellations led to changes in sales coverage and training engagement to ensure customers using product to full potential- Design marketing analysis solutions; data marts, reporting and analysis dashboards, MS SQL Server reporting and OLAP/BI tools

Summary: Developed BI system using MS BI Stack (SSIS, SSAS, SQL Server); Marketing segmentation and targeting models using SPSSKeywords: BI; Data Warehouse; OLAP; MS Analysis Services; MS BI Stack; Primary Research; Segmentation; SPSS - Survey analysis, design: Developing web-based customer surveys and analysis. Sample and collection plans. High quality insights to determine product viability – revenue, volume, price potential.- Market segmentation research; managed design of research program to analyse brand awareness and attributes; worked with 3rd party research firm on strategy, questionnaire design, and presentation after fieldwork compiled.- OLAP/BI system: developed business case, designed and implemented highly successful BI system for marketing and sales management. Managers empowered to collect and analyse their own information.- Campaign targeting and analysis: determining highest quality target groups through data mining and statistical analysis. Constructed measurements and methodologies for post-campaign review.

Summary: Sales ops management in large software sales organization.Keywords: Customer Acquisition; Churn; Sales Performance; Sales Compensation; Pricing; Reporting- Customer Acquisition, Churn: segmentation model highlighting acquisition rate decline and customer churn increases. Productivity and retention issues clearly quantified; attrition became top executive focus. - Sales territory, compensation planning model: redefined selling strategy of North American sales organization. Designed tool for sales management to optimize incentive compensation, headcount- Lead generation – developed strategy to acquire target lists, managed relationship with list vendors, rolled out web based querying tools to sales force opening up high level contacts- Pricing Strategy: Designed pricing system to optimize pricing strategies, capturing incremental margin opportunities. Trained sales force, developed measurement/control system.- Reporting: Automating reporting, designed data mart; increased productivity, accuracy, throughput

Strategic pricing leadership in tier 1 computer hardware/software distributor - Designed strategy to increase gross margin performance to plan: implemented pricing discipline in sales force through reporting/rewards programs, margin education training design and delivery; developed analysis and reporting systems for management decision support- Led group of financial and statistical analysts, and accounting/control staff- Designed specifications for ERP (SAP) pricing algorithm to accommodate pricing flexibility to manage margin and revenue flow