Hello! I'm Tom.
I am a seasoned results-driven professional with a record of delivering a variety of programs, products, services to market in fast-paced & dynamic environments. I have demonstrated success driving execution of complex initiatives that leverage technology, process and customer-centric insights.
With a history balancing of pragmatic problem solving and collaborative strategic thinking, I’m an effective communicator adept at building relationships within teams and across business units to drive desirable outcomes for both customers and the business. Always maintaining a user point of view, I am a product management leader who has balanced customer, business and technology interests across a diverse background of delivery, ranging from marketing programs to digital ecommerce and omni-channel initiatives.
Areas of focus: B2C program & product experiences, business process improvement, multi-year product roadmap development, agile & lean delivery transformation, robust solutions supporting multiple selling channels & applications at enterprise scale.
EXPERIENCE
2010-2018
Macys.com
Director, Omni-Channel Domain
General management of Product function for checkout and fulfillment - shaping various aspects of the customer experience from e-commerce to supply chain, call center and store operations for Macy’s & Bloomingdale's brands covering:
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omni-channel fulfillment & delivery capabilities, inventory availability, third party integrations, enablement of online purchasing for furniture & mattress category,
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checkout experience and services, online payments & credit options, address and tax services supporting all enterprise points of sale
Managed average annual portfolio budget of >$20MM in capital and expense funding a cross-functional team of engineering, program, product and user experience
Delivered go-to market omnichannel customer experience for “Buy Online, Ship to Store” service; enabling online purchasing of mattress/furniture assortment
Jointly developed and delivered enterprise-wide initiatives on Marketing, Loyalty, Credit and Store business strategies to drive KPIs for shopper engagement, customer lifetime value
2010
EZShield
Manager, Product Management
Defined and managed execution product roadmap supporting integration of online and offline shopper touchpoints
Launched Same Day Delivery service form macys.com & bloomingdales.com
Led responsive web design transformation in purchase funnel interface redesign
Served as a Customer Champion, leading voice of the customer initiatives and playing customer advocate role to develop and prioritize product backlog for full funnel customer experiences impacting across all touch points
2007-2009
PayPal
Senior Product Manager
Delivered & managed international shipping business initiative & capabilities
Led refactor & redesign of checkout, facilitating migration to service-oriented architecture for ecommerce platform
Brought to market “Buy Online, Pick-up in Store” service integrating online and offline store
Drove parallel business transformation efforts to product management & agile delivery
Product Marketing Consultant
Led implementation of SaaS campaign management solution (Responsys)
Responsible for development of multi-channel direct marketing and lifecycle messaging strategies - transforming customer and channel insights into contact & messaging opportunities
Developed marketing project processes and marketing content library
Marketing Manager
Developed and launched Top Buyer loyalty program – defining business requirements, product enhancements, marketing plan and go-to-market strategy
Managed high-value customer segment, providing cross-functional project and business leadership – driving program strategy, roadmap and execution of targeted customer engagement programs
Implemented customer segmentation & persona strategies resulting in significant lift in segment retention & revenue growth
Co-managed custom Unica product integration, linking new marketing platform with CS agent desktop toolset enabling automation of realtime offer/message personalization
2003-2009
Wells Fargo Bank
Direct Marketing Program Manager
Assistant Vice President
Managed development and implementation of custom online lead management solution - integrating cross platform CRM functions across multiple business units & customer touch points
Developed e-marketing strategy and plans for automation of enterprise-wide event-based marketing programs
Partnered with line-of-business stakeholders to develop integrated multi-channel marketing campaigns
Managed 3rd party email vendors & provided internal channel marketing consultation
2000-2003
Digital Impact
1999-2000
Benefit Consultants
Account Manager
Responsible for customer success across multiple account teams under a portfolio of Fortune 500 clients - developed strategic marketing plans, marketing program development and campaign execution; specializing in automation of retention and activation programs to convert passive users
Led client strategy planning & program review sessions, delivering custom analysis and performance reports supporting program optimization
Generated new business and incremental revenue by identifying quick-win opportunities for client partners and up-selling professional or strategic services
Account Manager
Customer success manager responsible for execution of direct mail marketing campaigns partnering with Production team
Team lead in transition of business relocation; developed training documentation, best practices and delivery process
Conducted training sessions and documented integrated operating procedures for merged operations with another division
EDUCATION
1999
Bachelor of Arts
UNIVERSITY OF CALIFORNIA, SAN DIEGO
Communications
KNOWLEDGE AREAS & SKILLS
Product Management & UX
Product Marketing
Email Marketing
Agile, Lean Delivery
Digital Strategy
Web Analytics
E-Commerce
Omni-Channel CX
Direct Marketing
Online Payments
Multi-Channel Fulfillment
User Research & Testing