Director Ecommerce, Director Product Management

David L. Rickabaugh

*** ******* ** #***, *** Francisco, CA 94107 • 415-***-**** • ***********@*****.***

Profile

Accomplished Online & Multichannel Leader with over 20 years of customer-focused business experience. Proven acumen in product management, merchandising, marketing, technology, and cross- functional team leadership. Thought leader with strong analytical and problem-solving abilities. Appreciated for communication skills, developing mutual respect, empathy, and sense of humor.

Customer Centric: Delight consumers through application of analytics & customer research to deliver effective design solutions. Led online business to #1 ranking in benchmarking survey for customer satisfaction and loyalty.

Business Savvy: Deep understanding of business fundamentals and experience in driving both top and bottom line growth for both online and traditional retailers.

Practical Visionary: Skilled at synthesizing customer needs and business objectives into pragmatic, achievable strategies and building the tactical plans to deliver them.

Sense of Urgency: Activate projects and business initiatives with a sense of urgency. Value rapid action and execution based on time-sensitive research and strategic need.

Builds Productive Relationships: Cultivate productive relationships with all levels of management and cross- functional team members, gaining consensus and focus on stated goals.

Professional Experience

WALMART GLOBAL ECOMMERCE 2010-2011 Brisbane, CA

Director, Product Management

Led the product team for the Walmart Canada ecommerce business, including the customer-facing site, marketing, supply chain and logistics, customer service, payment processing, finance, etc. Previously responsible for a global product portfolio consisting of Cart & Checkout, Customer Service, Business Intelligence and Analytics, and Services (e.g. Photo, Pharmacy, Financial Services), with a focus on driving significant global ecommerce growth beyond the current ~$4B.

Highlights:

• Promoted to Product lead for Walmart.ca, growing area of responsibility to 40 product managers.

• Launched the ecommerce site for Walmart Canada.

• Provided vision and direction for redesign of Walmart’s global cart and checkout experience.

• Developed vision and plan for Business Intelligence and Site Analytics product, won approval to staff against it.

• Recognized as “the most objectives-driven and customer-focused product leader we’ve ever had”.

E-XPERIENCE CONSULTING, INC. 2007-2010 Sacramento & San Francisco, CA

Principal

Founded consultancy to improve client revenues and other key business metrics through research, strategy development, and team extension. Developed insights based on customer behaviors and needs through a mix of quantitative and qualitative research. Facilitated pragmatic strategy development and execution.

Highlights:

• Developed online and retail customer experience strategy for US DVD rental company based on both

qualitative and quantitative research.

• Developed global web strategy for $1B adhesives company, including strategies for design, content, and lead

generation. Client site redesign in progress.

• Developed direct-to-consumer ecommerce strategy for US publisher to expand categories and create profitable

growth. Developed sourcing strategy and assortment plans.

David L. Rickabaugh

CREATIVE GOOD, INC. 2007-2009 Sacramento, CA

Senior Consultant and Project Manager

Directed client engagements for this New York based customer experience consultancy. Led qualitative and quantitative research to enhance client customer experience and develop strategies to improve key business metrics. Clients included Sun Microsystems, A&E Television Networks, Levis/Dockers, redbox.

Moderator

Moderated a Council as part of a peer-learning and leadership network for executives in customer-centric companies. Member firms included Wells Fargo, The New York Times, Snapfish, and Hotwire.

RAND MCNALLY & COMPANY 1992 – 2007 Sacramento & San Francisco, CA & Skokie, IL

Director, Internet Marketing & Ecommerce , 2005-2007

P&L responsibility for online business. Directed operations and strategy for all aspects of e-commerce, online marketing, customer acquisition and retention, product management, and content development.

Key Accomplishments:

• Accelerated year-over-year revenue growth from 7% to 25.9% and exceeded profit plan.

• Effectively managed cross-functional team to creatively define, develop, and deploy new features in an

environment of scarce resources, focusing on ROI to establish priorities.

• Led site redesign project based on user research and site analytics, to improve conversion rates, advertising

revenues, and customer satisfaction.

• Negotiated key partnership agreements to provide incremental revenue growth through advertising sales, a new

ecommerce platform, a new affiliate program provider, and new features.

• Sought and won responsibility for consumer call center, which was providing a poor customer experience and

not generating incremental sales. Grew incremental sales by 25% and reduced expense by 30% through improved oversight, process improvement, and KPI management.

Director, Retail & Internet, 2003-2005

Directed the $16 million Rand McNally Retail Stores and Online businesses with a $10 million operating budget and 150 employees. Full P&L ownership.

Key Accomplishments:

• Initiated email marketing and search marketing (SEM) programs to acquire and retain customers, negotiated

vendor contracts, and delivered consistently positive ROI.

• Created new online revenue streams by introducing display and keyword advertising programs.

• Consistently exceeded annual profit plans through revenue growth and expense control.

Director, Internet Planning and Development, 2002-2003

Consolidated business ownership of Rand McNally’s web sites by negotiating with senior managers and business stakeholders to define company-wide web strategy.

Senior Manager, E-Commerce, 1999-2002

Managed Rand McNally’s e-commerce business and the Retail Stores electronics and software businesses, with revenues of over $5 million. Sourced new products, managed supply chain.

Buyer & Senior Buyer, 1996-1999 Store Manager, 1992-1996

SAKS FIFTH AVENUE & MACY’S CALIFORNIA 1987-1992 New York, NY & San Francisco, CA,

Management and merchandising positions with increasing levels of responsibility, including Group Sales Manager, Assistant Buyer, Sales Manager. Completed Saks Executive Training Program.

Education

Master of Science, Information Systems, with an emphasis in ecommerce: DePaul University, Chicago Bachelor of Arts, Communication Studies: University of California, Santa Barbara

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