Manager Product Development

Robert Thornhill

510-***-**** ************@*******.***

Business and Consumer Insights Professional

Expert-level professional excelling in qualitative, quantitative, hybrid, behavioral, and third-party market research for wide-ranging purposes, including shopper insights, e-commerce, advertising, small business, and use of online financial products. Extensive background in online commerce and payments. Definitive proficiency in large-scale, international project management, closely teaming with various internal divisions to precisely meet designated research requirements. Seamlessly adaptable, effectively conferring with senior-level executives, internal/external clients, and vendors in multi-sized entities from start-ups to large enterprise organizations.

Select Core Competencies:

Marketing Strategy New Product Development Support Team Leadership

Consumer Insights (B2B and B2C) Satisfaction Studies Pricing Studies Sales/Claims Support Studies

Syndicated Data Expertise Competitive Intelligence International Research Studies Project Leadership

Professional Overview

comScore, San Francisco, ca 2017-2018

Director, Client Insights

Guided sales and analytics teams in generating new business by developing client-specific solutions leveraging comScore’s newest innovations.

Lead strategic project design and proposal development using custom data solutions to answer client strategic business needs. Directed complex consumer journey studies for autos and financial services.

Advanced sales team expertise in custom solutions, highlighting comScore’s data value and differentiated analytics capabilities.

Mindbody, San Luis Obispo, ca 2016-2017

Senior Market Researcher

Lead all research activities for the premier wellness software company.

Developed B2B segmentation for improved marketing communications, product development, customer support and for partner integration.

Developed and implemented Market Intelligence program.

GLAD (Clorox), Oakland, CA 2015-2016

Category Shopper Insights Manager

Managed multi-functional (Sales, Marketing, Finance, R&D) business team to identify opportunites to grow revenue by 3% annually for Glad trash bag brand with sales of $1B+.

Led project to evaluate product innovation opportunity that influenced Glad global strategy.

Directed multifunctional team through a product segmentation project providing top and bottom-line growth for the Glad business.

PayPal, San Jose, CA 2011-2015

Research and Strategy Manager

Performed mixed-method research studies and leveraged publicly available data sources to secure answers to complex business questions within mere hours. Led numerous high-value studies exploring market viability of new products and services. Performed research delivering key insights into the targeting and acquisition of key customer segments.

Robert Thornhill

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Professional Overview continued….

PayPal

Launched a small consumer and small business “voice of the customer” (VOC) insights panel.

Supplied the fundamental research analysis required for the innovative, profitable PayPal Working Capital product from conception to marketing and messaging launch. Product emerged as one of PayPal’s most successful revenue streams.

Wells Fargo Online Banking, San Francisco, CA 2009-2011

Customer Satisfaction and Experience Program Manager/Senior Research Associate

Led research for the business online banking, public relations, and money movement systems group for the online banking division. Transformed the NPS Loyalty tracking study into a key generator of “hot topics”, positioning it as a lower cost option for customized studies. Realized $300K+ in annual savings.

Resurrected the “pain point” studies as an impactful yet cost-effective tool to assess online channels.

Yahoo!, Sunnyvale, CA 2004-2009

Senior Research Manager, Yahoo! Online Channel Group

Managed strategic research projects for the division, increasing branded business market-wide. Identified the top profit segments and sub-segments of mass market advertisers and online merchants through segmentation research.

Senior Research Manager, Yahoo! Online Channel Group

Elevated product sales by >15% through Internet merchant choice-based studies for new product development and pricing.

Devised market sizing and target market opportunity models for Yahoo! Small Business and Yahoo! Search Marketing, advancing precise targeting of the most high value prospect segments.

Emerged as a trusted partner driving the development of a knowledge base to facilitate business decision-making using existing data, avoiding the cost of commissioning new custom studies.

Originated CSAT and tracking, positioning, and messaging studies for the YSB Business unit.

Adobe Systems Inc., San Jose, CA 2003-2004

Research Manager, Intelligent Documents Business Unit

Advanced product and position research for the flagship Acrobat product line, Adobe’s largest business unit during a high-volume growth period.

Showcased a new product line through brand positioning and messaging studies.

Drove new product development through user studies detailing crucial product improvements.

E*Trade Group, Menlo Park, CA 1997-2003

Senior Research Manager, Strategic Initiatives Group and Corporate Marketing

Impacted executive-level decision-making for multiple business units through market research support as the leader of teams for the corporate marketing groups. Boosted customer satisfaction, product optimization, and competitive positioning through the creation of comprehensive online panels.

Directed pricing and product development studies from conception to tradeoff design and usability.

Categorized customer loyalty and satisfaction drivers by segment and tenure.

Education

Master of Business Administration in Management, University of San Francisco, San Francisco, CA

Bachelor of Arts in Politics and Government, Ohio Wesleyan University, Delaware, OH

Technical Skills

Displayr, Q, SPSS, Omniture, comScore, Kantar, IRI, EXCEL, WinCross, Confirmit, SQL, Access

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