Sales Customer
Resume:
JoLene Gordon
Email: *********@********.***
Address: *** ****** **** *****
City: Clinton
State: OH
Zip: 44216
Country: USA
Phone: 330-***-****
Skill Level: Director
Salary Range: $85,000
Willing to Relocate
Primary Skills/Experience:
building customer loyalty market research competitive analysis powerpoint excel
Educational Background:
Masters Degree, Marketing
University of Akron, 09/1995 - 05/1998
Akron, OH
Associate Degree, general/liberal arts
Kent State University, 09/1986 - 05/1991
Canton, Ohio
Job History / Details:
JoLene Gordon
Clinton, OH 44216
*********@********.***
www.linkedin.com/pub/jolene-gordon/1/629/2b6
MARKET INTELLIGENCE / MARKET RESEARCH / VOICE OF THE CUSTOMER
High impact global strategic marketing executive offering a
diverse track record driving revenue and profit in B2B and B2C environments. Exceptional achievement designing and executing strategic marketing plans for Voice of the Customer Programs promoting revenues through customer loyalty. Talent for developing consistent, powerful brand messaging across distribution channels, global markets, and customer segments. Leverages market research, industry analysis, and consumer insights to anticipate and counter competitive actions, build consumer loyalty, and position brands for market share leadership. Specific expertise in the following:
* Innovative / Collaborative Leader
* Global Research Projects
* Marketing Research and Analysis
* Voice of the Customer Programs
* Project Management
* Global Cross-Functional Teams
* Customer Relationship Analysis
* System Analysis / Requirements / Integration
* Customized Reporting
* Critical Thinking / Troubleshooting
* Financial Delivery Channels
* Excellent Communication / Presentation Skills
* Vendor Management
* VOC Technology Platforms
PROFESSIONAL EXPERIENCE
Diebold, Incorporated, North Canton, OH 1993 - 2012
A global leader providing integrated self-service delivery,
security systems and services.
Director, Voice of the Customer and Global Consumer Research 2007 - 2012
Conducted global primary research studies to drive revenue,
profit, and satisfaction in B2B and B2C environments.
* Drove global cross-functional actions to increase loyalty,
achieving global increase of 6 percent in 2012 with two regions attaining increases over 20 percent.
* Devised methodology to measure loyalty, calculate the return on loyalty and report impacts to executive leadership. Achieved 24 percent year-over-year increase in revenue as customers moved into loyalty category and 17 percent increase with ongoing loyalty.
* Developed and executed customer communication program to
apprise customers of findings and actions being taken on
priorities. Achieved customer read rate of 27 percent and 84
percent global top box rating for program effectiveness.
* Drove exceptionally high survey response rates, reaching highs of 48 percent for global and 92 percent for regional
participation.
* Reduced annual program costs to one-third of former budget,
booking 80 percent reduction in costs per survey, while
simultaneously increasing program value.
* Conducted 10-country primary research study, performed analyses and authored country reports on consumer trends in delivery channel usage to advise leadership of impacts to strategic priorities and product requirements.
* Conducted U.S. consumer research study to determine technology impacts, communicate findings, and develop content for industry speaking engagements to position company as thought leader.
Senior Product Marketing Manager 2006-2007
Led global launch teams for Diebold`s strategic portfolio of
automated deposit products, delivering collateral, presentations, webinars, sales tools, and web content to increase market penetration.
* Developed and published white papers and position papers on
market trends, technology applications, and usability studies to demonstrate industry thought leadership.
* Participated in the development, planning and execution of
industry trade shows to educate booth staff and customers on new products and benefits.
* Developed and delivered financial services channel trends
presentations to customers, emphasizing benefits and costs
savings of automated deposit solutions.
Marketing & Senior Marketing Manager 2000 - 2006
Performed competitive, market, and business development analyses and managed primary and secondary sources to position the company for growth opportunities.
* Managed relationships with financial services industry research vendors, negotiated topics of strategic importance, attended technology conferences, and communicated findings and business impacts.
* Led primary research projects to support business and product development initiatives, communicate findings and business impacts to executive leadership.
* Developed market and competitive analyses in support of
corporate and business expansion opportunities, assessing
company fit and providing recommendations.
* Developed product and corporate positioning collateral and
tools to assist sales associates with business wins. Developed and delivered content for sales and product launch training.
Product Specialist 1993-2000
Interfaced with sales channel, marketing and product management to develop and support global products, pricing and configuration collateral. Primary support for international markets.
* Developed launch packages for all international markets to
educate and support sales associates on heritage and acquisition products.
* Led research projects to deliver positioning materials to
newly formed regional channels.
* Served on the configuration management team, responsible for analyzing, designing, developing and implementing order to manufacturing product fulfillment system to increase quality throughput.
EDUCATION
Master of Business Administration (MBA) in Marketing
University of Akron, Akron, OH
Bachelor of Arts (BA) in Business Management
Malone College, Canton, OH
Associate of Arts (AA)
Kent State University, Canton, OH
TRAINING
Internal Training, Diebold, North Canton, OH:
Leader to Leader Series
Leadership Series - Working Through Change
Presentation Skills Programs - Delivering High Impact
Presentations
Training through Burke Institute, Cincinnati, OH:
Linking Customer, Employee and Process Data to Drive
Profitability
PROFESSIONAL ORGANIZATIONS
Panel Member, Debating VOC Methodologies, Customer Experience
Conference, Phoenix, AZ
Member of Customer Experience Organization
Contact this candidate