Joe Charno

Email: abqdod@r.postjobfree.com

Address: * **** ******

City: Trumbull

State: CT

Zip: 06611

Country: USA

Phone: 901-***-****

Skill Level: Senior

Salary Range: > $250,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Seasoned executive with B2B and B2C marketing and general management experience with emphasis on strategy, retention, customer experience, e-commerce, catalog, direct mail and retail marketing channels. Proven ability to increase sales and retention while improving marketing cost effectiveness. Strategically minded with proven ability to develop and implement successful growth strategies for acquisition, relationship and consumer retention. Ideal combination of technical and analytical skills blended with a creative vision.

EXPERIENCE

AMERICAN HOME SHIELD MEMPHIS, TN `05 - `12

A ServiceMaster company providing home repair and maintenance solutions to consumers.

VP STRATEGY AND CUSTOMER EXPERIENCE

Responsible for overall Business Strategy, end-to-end Customer Experience, Business Solutions and our Project Management Office.

Accomplishments

* Oversaw the strategic planning effort for the company including the development of our current 3 year strategy which is in the implementation phase.

* Managed a $720M revenue consumer product portfolio with 1.4M customers.

* Improved NPS scores by 500bp by starting up and overseeing a new Customer Experience Innovation team.

* Executive sponsor of our company wide Siebel implementation that is on track to go live in Jan `13.

* Expanded and managed the e-Commerce team to become the Business Solution team responsible for all technology platforms.

* Stood up and oversaw a new Project Management Office within the company.

* Strong technology background than spans everything from web development to database design and management.

Areas of responsibility

Business Strategy

Responsible for developing the strategic business plan for the company and driving the implementation of key strategic initiatives.

Customer Experience

Responsible for improving the overall end-to-end customer experience as measured by NPS and ultimately retention.

Business Solutions

Responsible for business side ownership of all systems / platforms the company runs on.

Project Management Office

Newly created group responsible for being the repository for all company projects, aid in the prioritization and project manage the priorities to completion.

VP CUSTOMER RELATIONSHIP MANAGEMENT & RETENTION

Responsible for Product Development, e-Commerce, Consumer Relationship and retention.

Accomplishments

* Developed & implemented customer experience management strategies that have produced 1,000bp improvement in retention.

* Developed new product coverage strategy, gained leadership, realtor and regulatory support, driving a 12% improvement in

sales.

* Formalized e-commerce development strategy, received budgetary commitments and staffed development team.

* Successfully redesigned our website to streamline the customer experience and include true My Account functionality.

Areas of responsibility

Product

Responsible for driving future state of product coverage strategies for the company. The team is additionally responsible for all phases of product coverage implementation - coverage definitions, contract drafts, regulatory filing, system administration and communication.

e-Commerce

6 FAWN CIRCLE TRUMBULL, CT 06611 TEL 901-***-**** EMAIL abqdod@r.postjobfree.com

JOE CHARNO

PROFILE

Responsible for developing online relationship and retention strategies for the company. Implemented through the development team to ensure a seamless experience for our 3 primary customers - homeowner, realtor and contractor.

Customer relationship and retention

Chartered with delivery and implementation of all on-boarding, relationship and retention strategies for the company. Our team drives almost 60% of the company`s revenue through retention. Responsibilities include all contract and relationship material development, production and mailing, campaign and contact strategy management and model forecasting.

VP MARKETING, ADVERTISING & E-COMMERCE, AMERICAN BLINDS PLYMOUTH, MI `02 - `05

A home decor retailer. Responsible for brand management, marketing, advertising and e-commerce initiatives.

Accomplishments

* Internalized production of catalog, postcard and alternative media resulting in a 70% reduction in annual production costs. * Redesigned presentation layer of website resulting in 2X conversion rate improvement.

* Developed and implemented email marketing strategies that delivered 250% improvement in revenue per email sent.

Areas of responsibility

Broad media advertising

Oversaw relationship with third party agencies for national broadcast and magazine advertising placement which included concept, script development and talent selection.

Direct media

Responsible for creative development of catalogs, postcards and alternative media. Oversaw layout, development of contact strategies and print negotiations.

e-Commerce

Responsible for the presentation layer (user experience) as well as online marketing initiatives. Developed methodology and implemented company`s online tracking system.

VP ONLINE MANAGEMENT & MARKETING, SEARS, ROEBUCK & CO. HOFFMAN ESTATES, IL `99 - `02

A multi-channel consumer retail company. Responsible for developing and managing online marketing and e-commerce presence.

Accomplishments

* Successfully built marketing and user experience departments and program from infancy.

* Developed marketing strategies that generated a 500% increase in online revenues - $500 million in online and store influenced. * Delivered 900% increase in site visitation.

* Over 250% increase in buyer conversion.

Areas of responsibility

Customer relationship marketing, advertising and analytics

Developed traffic generation, site personalization and email marketing and cross-sell strategies and initiatives. Our team was also responsible for developing and managing the Sears Online standards and guidelines that defined operating protocols for enterprise licensed business partners (e.g. SEARS Optical, SEARS Portrait Studios, SEARS Photos). Additionally responsible for developing the online tracking system and methodology that ensured integration with enterprise.

User experience

Responsible for online suer experience and site advertising. The group ensured optimal consumer experience while maintaining a tightly integrated marketing and promotional program with the enterprise.

VP MARKETING, EGGHEAD.COM / SURPLUS DIRECT, INC. PORTLAND, OR `95 - `99

A start-up direct mail computer products reseller - acquired by Egghead Computer, Inc. in 1997. Responsible for offline and online marketing and advertising.

Accomplishments

* Increased pre-acquisition sales from less than $1 million to $86 million in 3 years.

* Achieved ranking of 5th most frequented commerce site on the Internet (1998).

* Developed multi-channel marketing strategies that delivered 25% increase in customer life-time value.

Areas of responsibilities

Catalog and database marketing

Managed a highly time sensitive weekly catalog production and mail program which included layout, production, segmentation and mailing. Additionally responsible for all analyses associated with the program - forecasting, square inch, merchandise availability. e-Commerce

Launched an e-tail website in 1996 and immediately followed with an auction site. Overstay all site creative development, advertising and strategic alliance development.

DIRECTOR MARKETING & PRODUCT MANAGEMENT, COMDATA ROTEC AVON, CT `93 - `95

JOE CHARNO PAGE2

An enterprise software development firm focused in the transportation industry. Responsible for all aspects of the company`s marketing and product management efforts. Marketing responsibilities included new market identification and sizing, lead and customer acquisition, customer relationship management, advertising creative development and media management.

PRODUCT MARKETING MANAGER, MICROWAREHOUSE, INC. SOUTH NORWALK, CT `89 - `93

A direct mail reseller of computer hardware, software and accessories. Responsible for catalog software marketing.

HOUSTON ASTROS / SAN FRANCISCO GIANTS

Professional minor league baseball player

EDUCATION

Fairfield University, Fairfield, CT

REFERRALS

Available upon request

VARIOUS CITIES `86 - `89

B.S. Physics, Mathematics minor

JOE CHARNO

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