Customer Service Sales
Resume:
CHRIS STROM
Redondo Beach, CA ****7
******@*********.***
SUMMARY
Highly motivated, passionate marketing executive and brand ambassador who
successfully drives brand growth and brand awareness through domestic and
international global marketing initiatives. Sets brand strategy and brand
continuity and communicates this vision and strategy. Formulates all
seasonal marketing strategy across various channels including print media,
outdoor, direct marketing, online, video and other digital mediums. Drives
product growth through increasingly changing competitive, technological,
retail and customer environments. Maximizes and owns strategy, new product
launches, seasonal campaigns and multi-channel marketing which meets or
exceeds sales and revenue goals with full P&L responsibility growing ROI
and EBITDA. Ensures constant communication of marketing efforts including
licensee events, seasonal plans, creative rotation and brand events.
Change catalyst. Proactively recruits, develops, motivates, coaches and
manages teams. Leads by example. Myopic about customer service.
QUALIFICATIONS
. Multi-unit wholesale and retail experience / $400 million annual
gross sales
. Domestic and international strategic marketing leadership in brand
strategy and brand identity
. Leads and achieves ROI and EBITDA
. Establishes and executes cost-effective multi-dimensional domestic
and international marketing mix
. Proven ability to support company-wide training programs and
succession planning initiatives holding field management
accountable to achieving results through these programs
. Built the upscale Bullock's and Bullocks Wilshire brands, image and
flagship stores
. Drove the Macy's brand on the West Coast including macys.com
. Owned domestic and international brand strategy and brand identity
for Caesars World luxury retail, properties and events
. Partnered on international marketing and strategy for The Forum
Shops at Caesars
. Dominated upscale and luxury brands at domestic and international
ITT Sheraton Resort and Hotel properties
. Created and executed a domestic and international destination brand
for the City of Los Angeles at Los Angeles World Airports through
sponsorship and brand recognition
. Fragrance, body, spa, aromatherapy product development, packaging
and collateral
. Proven ability to manage and develop staff through ongoing
coaching, training and evaluation
. Promotes brand integrity through consistent communication and
leadership
. Flawless development and execution of all customer service programs
. Prepares and manages marketing budgets, overall budget preparation,
competitive analysis, pricing and execution
. Ensures merchandise and visual presentations are consistent with
company standards
. Established "The Professional Five" as a sales associate training /
customer service program
Orange County Business Service Center
Orange County, CA 2009 - present
Director of Business Services
Provides marketing leadership at the direction of the Orange County
Workforce Investment Board. Oversees Orange County Business Service Center
and One-Stop Centers in Orange County, CA. Responsible for workforce
development marketing, outreach programs under Workforce Investment Act.
Collaborates on programs with Employment Development Department, Department
of Labor, Veterans Administration. Extensive knowledge of principles and
practices of human resources.
. Directs recruitment, applicant pre-screening, job placement, customized
employer services, WARN notification, layoff aversion, on-the-job
training, individualized training, resume writing, career transition
workshops, counseling for dislocated job seekers
. Responsible for marketing plan and business development plan
. Creates and approves all marketing collateral, website development, and
cost-effective marketing mix
. Prepares and presents information to Board of Directors, OCWIB, City
Council, City Management, Chamber of Commerce and key stakeholders
including labor relations representation
HH Retail Group, Inc.
Beverly Hills, California 2008 - 2009
Vice President, Retail Operations
Full P&L responsibility for $40 million multi-store retail division, online
business and distribution center. Oversaw general management, marketing,
merchandising, visual merchandising, human resources, real estate, loss
prevention and information systems to ensure full execution of all
standards and programs. Website development. Established 132% retail
division profitability turnaround by driving sales results and achieving
ROI and EBITDA and payroll goals. Reduced inventory shrink by 78% through
increased loss prevention efforts.
Page 2
Resume
Chris Strom
. Responsible for short and long term brand management strategies to
maximize sales and revenue objectives
. Development and implementation of all marketing and sales campaigns,
retail promotions, gift with purchase programs, special events
. Oversaw multi-dimensional marketing plan: advertising, public relations,
print, television, outdoor, radio, digital, events, sponsorship
. Led succession and development planning
. Provided strategic planning and budget development and analysis
. Development of website and e-marketing strategies, social media and
digital platforms
Retail Concepts
Cerritos, California 2005 - 2008
Director, Marketing
Directs the overall marketing management for product and stores. Managed
and developed staff through ongoing coaching, training and evaluation.
$100 million annual sales. Maximized sales of $1,000 to $1,500 per square
foot. Consistent 20% year over year revenue growth. Continual succession
planning. Categories: apparel; accessories; cosmetics, small leather
goods; logo merchandise; gifts; art; jewelry; watches; sport; spa.
Private label fragrance, body, spa, aromatherapy product development.
. Managed the execution of multi-dimensional marketing plan to deliver
brand positioning and brand image consistency
. Proven leader in developing and executing budgets, brand development,
advertising, promotions, community relations
. Responsible for implementing growth strategies, standards and benchmarks
to support brand image, vision and strategic initiatives
. Managed a team that executed marketing and adverting strategy
. Built and liaised with strategic alliances including community relations
. Consistent commitment to the recruitment and training of employees
. Ambassador of customer service excellence programs
City of Los Angeles
Los Angeles World Airports
Los Angeles, California 2004 - 2005
Division Head/Concessions Management Division
Directed the domestic and international marketing admininistration of the
Concessions Management Division consisting of multi-unit retail, food &
beverage, luxury brands and other services for Los Angeles World Airports
consisting of approximately 500,000 square feet of branded gross leasable
area. Managed a team that generated in excess of $400 million in annual
gross retail sales. Implemented $30 million in domestic and international
advertising, naming rights and sponsorship revenue. Maximized sales up to
$2,200 per square foot. 132 locations. Annual traffic of 61 million
passengers.
. Responsible for the strategic plan, marketing and business development
. Managed the execution of the marketing plan to deliver brand positioning
and brand image consistency
. Management of merchant communications, consumer research, internet
development
. Development of exclusive radio station with Clear Channel Communications
. Branding of Los Angeles World Airports
. Created and delivered strategic partnership plans and corporate
sponsorships
. Responsible for up to 48% of net operating income for Los Angeles
International Airport
. Maximized sales up to $2,200 per square foot
. Extensive public presentations and union negotiations
Retail Concepts
Cerritos, California 1996 - 2004
Director, Marketing
Directs the overall marketing management for product and stores. Managed
and developed staff through ongoing coaching, training and evaluation.
$100 million annual sales. Maximized sales of $1,000 to $1,500 per square
foot. Consistent 25% year over year revenue growth. Continual succession
planning. Categories: apparel; accessories; cosmetics, small leather
goods; logo merchandise; gifts; art; jewelry; watches; sport; spa.
Private label fragrance, body, spa, aromatherapy product development
. Managed the execution of multi-dimensional marketing plan to deliver
brand positioning and brand image consistency
. Proven leader in developing and executing budgets, brand development,
advertising, promotions, community relations
. Responsible for implementing growth strategies, standards and benchmarks
to support brand image, vision and strategic initiatives
. Managed a team that executed marketing and adverting strategy
. Built and liaised with strategic alliances including community relations
. Consistent commitment to the recruitment and training of employees
. Ambassador of customer service excellence programs
Page 3
Resume
Chris Strom
ITT Sheraton Corporation
Caesars World Merchandising, Inc.
Los Angeles, California 1994 - 1996
Vice President, Marketing
Managed all domestic and international marketing and merchandising for the
entertainment, hotel and gaming company and all events. Led a marketing
team capable of extensive licensing and brand development functions at
retail, destination and domestic and international resort locations. Sales
up to $1,300 per square foot. Worked with outside advertising agency.
. Overall responsibility for delivering P & L objectives for multi-million
dollar brand and retail sales
. Developed corporate identity and brand continuity
. Fragrance, body, spa, aromatherapy product development with Thibiant,
Robertet, Raffaello Research Labs
. Facilitated retail operations, merchandising, buying, product knowledge
training, in-store promotions, spa
. Managed advertising agency relationships, licensing, consumer
communications and trade promotions
. Managed all premium, wholesale and promotional licensing business
categories including sports and entertainment
. Proven e-commerce and direct mail responsibilities including catalog
production, fulfillment, call center operations, inventory management,
internet
. Utilizes marketing data, consumer research and insights to identify new
opportunities
Federated Department Stores, Inc.
R.H. Macy & Company, Inc.
Bullock's Department Stores, Inc., Los Angeles California 1983 - 1994
Director, Marketing and Operations
Responsible for execution of all national and regional brand marketing and
operational strategies for Bullock's, Bullocks Wilshire, and Macy's brands.
Managed vendor relationships. Demonstrated success in translating
customer and competitive information into brand strategies. Directed ROP,
media contract buys, photo and copy direction, media relations, broadcast,
customer surveys, focus groups.
. Increased sales from $800,000 to $27 million over 3 years while launching
macys.com
. Developed company-wide customer service program, "The Professional Five"
. Managed 24/7 inbound/outbound call center operations
. Preparation of cost effective marketing plan, financial plan, operational
budget, advertising plan
. Structured e-commerce and direct mail catalog division including
fulfillment, telemarketing, inventory management
. Macy's Thanksgiving Day Parade marketing, merchandising, planning
EDUCATION
California State Polytechnic University, Pomona, California
Bachelor of Science Degree, Business Administration
PROFESSIONAL AFFILIATIONS
Member, American Marketing Association
Member, Retail Advertising Marketing Association/National Retail Federation
Member, Society of Human Resource Management
Member, Professionals in Human Resources Association
Member, National Association of Women Business Owners
Member, Airport Minority Advisory Council
Member, OCTANe
Member, Chamber of Commerce - various throughout Orange County, CA
M/W/DBE Certified
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