Marketing Customer Service

Meredith Lawless Black, MBA

Freehold, NJ *****

Phone: 603-***-**** E-mail: *******@*****.***

SUMMARY

SEEKING A LEADERSHIP POSITION AS A MARKETING DIRECTOR. I AM A MARKETING LEADER with experience in Marketing, Product

and Brand Management, Project Management, Customer Service, and Business Analysis in medium to large corporate

environments including insurance, telecommunications, and management consulting services. Focused on design and

execution of strategic marketing programs, product and brand strategies, research methodology, competitive analysis,

customer buying habits, budgeting and forecasting, and team leadership. Strong leadership, organizational, analytical,

problem solving, and decision-making skills.

Multi-tactical Marketing Budget, Forecast, Competitive Research Methodology

Model and Segmentation Marketing Analysis Cross-Functional Leadership

Customer Retention, Lifecycle & CRM Product and Brand Management Team Development

Programs & Strategies Project Management

PROFESSIONAL EXPERIENCE

COMCAST CABLE COMMUNICATIONS, INC., EAST WINDSOR, NJ JULY 2007-JANUARY 2009

Senior Director of Marketing

Managed over 750K customers, and led the area marketing team in development, implementation, tracking and analysis for

marketing and sales programs in the Northern New Jersey area.

Lead and managed integration and re-branding of 80k customer cable system including alignment of products,

programming and pricing.

Managed video and advanced product launches, changes and enhancements.

Cross functionally lead the design and implementation of Comcast’s HD Triple Play launch for New Jersey Region.

Developed and executed plans to achieve stretch goals and offset variances to budgeted goals.

Directed the development of broad based and targeted multi-tactical marketing strategies, campaigns, incentives and

activities to increase bundle customers by ~30% in 2008.

Developed commission structure to align sell-in goals and offer strategy that resulted in an increased sell-in of three

product bundles by ~20% and a ~25% increase in ARPU.

Developed 2008 and 2009 budgeted goals for cable, Internet and phone product lines along with ancillary services.

Created competitive impact analysis for 2008 budgets to anticipate and explain customer trends.

Lead cross-functional teams to identify gaps in the operation and implemented solutions that improved customer

experience and performance.

COMCAST CABLE COMMUNICATIONS, INC., EAST WINDSOR, NJ JANUARY 2006 – JULY 2007

Regional Director of Marketing

Developed, managed and tested customer appreciation, lifecycle, loyalty, competitive response and exit strategy programs,

across all Comcast product lines, for over 1.2 million Comcast customers in the New Jersey Region. Lead key projects for the

region to meet operational and subscriber goals. Managed all internal and external customer communications and insured

compliance with all NJ regulatory requirements.

Monitored competitive environment and identified opportunities for local competitive response strategies, implementing

targeted marketing programs that reduced customer losses by ~10-15% with high risk segments.

Developed project plans and cross functionally lead re-branding of video packaging, launch of one of Comcast’s first “All Digital”

systems, numerous channel migrations and launch of Video Self-Install Kit.

Created retention training, offer strategies and commission structures that resulted in a 30% increase in customer save rates.

Developed competitive loss model that estimated losses within ~10% of actual activity for 2007.

Lead and managed Service Call Program which resulted in annual cash flow and operational savings of over $2M annually.

Provided senior leaders and cross -functional teams with key competitive updates, analysis and strategic recommendations to

support business goals.

Managed the development and implemented of all required customer notifications for product, pricing and programming changes in

accordance with NJ regulations, resulting in zero fines being assessed to the NJ systems.

Developed collateral and communications for internal and external customers to communicate Comcast’s products, pricing,

features and benefits.

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Meredith Lawless Black, MBA

Freehold, NJ 07728

Phone: 603-***-**** E-mail: *******@*****.***

COMCAST CABLE COMMUNICATIONS, INC., EATONTOWN, NJ JULY 2005-JANUARY 2006

Northern New Jersey Area Director of Marketing, Retention & Marketing Operations

Managed over 700K customers, and led the development, implementation, tracking and analysis for retention programs in the

Northern New Jersey area. Created incentive programs to drive regional offer strategy and provided primary leadership in the

launch of new products and services for the Northern New Jersey area.

Cross functionally lead local marketing launch of Digital Voice service in Northern New Jersey area.

Developed local retention programs and transactional retention offer strategy to reduce churn by ~10%.

Lead development and implementation of incentive programs to increase transactional sales by ~30%.

Developed 2006 Call Center sales and upgrade budget for all product lines.

Created consistent communications format and delivery methods to insure customer facing representatives received

timely and accurate marketing campaign and product information.

COMCAST CABLE COMMUNICATIONS, INC., MANCHESTER, NH FEBRUARY 2003-JULY 2005

Marketing Strategy Manager, New England Region

Developed, managed and tested customer appreciation, lifecycle, loyalty and exit strategy programs, across all Comcast

product lines, for over 2 million Comcast customers in New England region.

Lead the design and launch of the New England retention team and supported its growth and development resulting in

over $3 million in annual revenue savings in 2003 and $6 million in 2004.

Drove increase in YOY save rates of 30% through development of retention offer strategies and post-save tactics.

Developed multi-faceted plan to increase Comcast “On Demand” usage, which resulted in a 46% increase in New

England customers accessing targeted media and decrease in churn of up to 12%.

Managed development and inventory of customer facing product, pricing and instructional materials.

Lead and managed cross-functional teams focused on the customer lifecycle to improve overall customer experience

and reduce churn.

Developed quarterly and annual customer relationship marketing plans to cultivate and retain existing customer base.

AT&T BROADBAND/COMCAST, ANDOVER, MA JANUARY 2001-FEBRUARY 2003

Integrated Product Marketing Manager, Retention

MEDIAONE/AT&T BROADBAND, ANDOVER, MA OCTOBER 1999-JANUARY 2001

Retention Marketing Manager, High Speed Data Products

PRIOR EXPERIENCE

Previously held roles at Massachusetts Mutual Life Insurance Company, (Boston, MA 1995 – 98), Henry Reeves and

Associates (Natick, MA 1994 – 99), Carlin Insurance Agency (Natick, MA 1991-95) and ReevesDrake Advertising Agency

(1989-1994)

EDUCATION AND PROFESSIONAL DEVELOPMENT

Masters of Business Administration, Marketing, Bentley Graduate School of Business, Waltham, MA, 1999

Leadership Development Program, Dale Carnegie Institute, 2007

Fundamentals of Leadership Program, Comcast University, Philadelphia, PA, 2004

Bachelor of Arts in Sociology/Business, Framingham State College, Framingham, MA, Cum Laude

COMPUTER SKILLS

Systems: IBM PC, Macintosh, VAX. Software: MS Office Professional (Outlook, PowerPoint, Word, Excel.), Quattro Pro,

SPSS, Lotus 1-2-3, Word Perfect, PageMaker, MS Publisher, Filemaker Pro and multiple financial industry programs.

PROFESSIONAL AFFILIATIONS

Member of CTAM NY Board of Directors – November 2006-Present

On Demand Case Study Award winner at CTAM National Conference - 2005

Panel Speaker on Customer Appreciation and Loyalty - 2005 NCTA – The National Show, San Francisco, CA

Vice President, Communications, Bentley College Graduate Marketing Organization 1999

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