KEITH A. ENGEL

**** ******** *****

Batavia, OH *5103

513-***-**** (C)

ac6kkh@r.postjobfree.com

PROFESSIONAL EXPERIENCE

INDEPENDENT CONSULTANT 2013 - Present

Develop world-class, technology driven, Omni-channel marketing strategies, programs and campaigns for clients around the globe. AAA Ohio Columbus OH 2018 – Present

American Automobile Association member organization providing Auto Travel, Insurance, Travel, Retail and other services

Senior CX Consultant

Hired to assist in the development of a comprehensive Customer experience and CRM initiative.

NCR Professional Services Atlanta GA 2014 – 2017

Global leader in consumer transaction technologies Senior Loyalty Consultant

Hired to develop converged marketing, and loyalty strategy, programs and campaigns for NCR clients. Focused on transforming transaction data in Tier One Retailers into profitable customer engagement/experience programs.

Led effort to develop new analytics product as a new product offering for NCR retail.

Led cross-functional project teams and worked with senior management to proposed, develop, and execute multi-million dollar implementation projects for NCR’s Advanced Marketing Solution & supporting technologies. My project were on time and budget

Led Agile project team tasked with adding consumer and program analytics and KPI’s as a standard service offering for NCR retail. KBMG Dallas TX 2013 – 2015

National Consulting firm part of the Wunderman Network specializing in knowledge based marketing data, and digital services

Senior CRM Program Designer

Hired to develop CRM, customer engagement and digital strategy, programs and campaigns for KBMG B to C healthcare clients

Led with cross-functional teams to plan, develop and implement CRM and marketing strategies along with new business processes, for selling and marketing the Affordable Care Act to consumers of KBMG clients

Working with senior management on vendor selection, resource allocation and management, technology road mapping, business process & KPI development, analytics, development of project plans and milestones. AAA ALLIED GROUP INC., Cincinnati, OH 2008 – 2012

American Automobile Association member organization providing Auto Travel, Insurance, Travel, Retail and other services to more than a million member households in seven states.

Director CRM & E-Commerce

Hired to lead customer intimacy and experience initiatives, operations and services that focus on demand chain and strategy including: sales, marketing, customer service, business intelligence, product management, vendor support and technology. Exceeded all revenue and profitability goals

CRM - Led projects, people, processes and technology to build and leverage customer knowledge that increases value and optimizes customer relationships. Focused on improving customer’s complete service, support and purchasing Product/Program Manager able to leverage information technology, customer knowledge, sales, marketing and product management strategies and functions to drive growth in your business. Director level experience. Customer-focused. Results driven. Strategic

Accomplishments

Develop & mentor

personnel. Built my own

analytics team from

scratch

Led Product Mgmt.

Function for a global

SaaS Software &

Marketing Service firm

and exceeded all

revenue and profit goals

Develop & directed

customer engagement

strategy and projects

across six business lines

competing in nine

distinct industry sectors,

Beating budgeted growth

in down economy

Develop domestic

market for start-up’s

products & services

leading to a multi-million

dollar acquisition

Business Expertise

• Product Management

• Product Development

• Project Management

• Business Analysis

• Financial Analysis

• Process Improvement

• Business Intelligence

• Analytics

• KPI Reporting

• Strategy & Planning

• Customer Engagement

• Omni-Channel Marketing

• Digital Marketing

• CRM / CX

• Marketing

• Campaign Management

• Loyalty Marketing

• Product Marketing

• Incentive Management

• Sales

• Sales Process Mgmt.

• Business Development

• Personnel Management

• Personnel Development

• Manage Direct Reports

• Training Development

.

experience. Focus on increasing lifetime value (usually net revenue) derived from customers.

E - Commerce - Led the development and use of new business processes and systems to provide seamless interactions regardless of channel (web, phone, direct, email) or function (demand chain, supply chain or business management), or relationship (vendor, employee, or customer).

Led projects to build the organization’s business intelligence, database marketing, data warehousing and operations reporting function to provide timely actionable information. Cut the time to get actionable information for one week to less than a day.

CRO SOLUTIONS INC., Cincinnati, OH 2003 - 2008

Consulting firm specializing in customer experience and demand chain initiatives. Principle/Owner

Provide business consulting and project management services focused on demand chain operations and strategy including: sales, marketing, customer service and supporting technology.

Provided strategy and project management services for sales, marketing, and IT initiatives: including sales process improvement, CRM, Analytic, business intelligence, web, e-commerce, new media, sales incentive programs, loyalty programs and other support functions and technologies as was appropriate to meet client’s budget and business needs.

Projects/clients included:

Humana Inc. Louisville, KY 2003-2004- Developed direct to consumer marketing programs for $14 billion a year provider of health insurance.

ProMach Inc. Cincinnati, OH, 2006-2007 - CRM business case development, software recommendation and technology roadmap to support joint sales and marketing efforts for ProMach and its subsidiaries.

Homeland Defense Solutions Inc. Cincinnati, OH, 2003-2006 Develop strategy and led sales, marketing, product, and IT projects establish a domestic marketing HDS products and services. Effort led to multi-million dollar merger with the O’Gara Group

FREQUENCY MARKETING (now Epsilon), Cincinnati, OH 2000 – 2003 FMI was a full service marketing agency and world leader in loyalty marketing. Provided marketing services, technology, software and outsourcing solutions to Fortune1000 companies including: American Express, Best Buy, Banco Popular, Staples, GE Capital, Red Roof Inns and Subway.

Director of Marketing and Product Development

Worked with clients, marketing research teams, and account managers to determine customer needs and sell custom solutions. Provided financial analysis for new initiatives, product enhancements and forecasts. Met or exceeded quotas and profit margins for custom solutions, alternate channel and new product sales.

Managed product development, of all product and services including core SaaS product. Defines target markets and set pricing and selling process. .

Developed business case based process for project approval that used ROI analysis, customer and industry feedback to increase productivity 20%.

Led product development, and projects teams for our core SaaS product.

Developed business case based process for product development that used ROI analysis, customer and industry feedback to increase productivity 20%.

Led marketing personnel and efforts which drove annual revenue growth more than 20%.

Managed stakeholders as well as internal and offshore development resources Technical Skills

• Agile Project Mgmt.

• Salesforce.com (CRM)

• MS Dynamics (CRM)

• Onyx (CRM)

• MembersPlus (CRM)

• Tableau

• MS Power BI

• Cognos

• Manthan

• NCR AMS

• SAS

• Google Analytics

• Web Site Development

• Syteline (ERP)

• Data Analysis

• Data mapping

• ETL

• SDLC

• Database Design

• Database Marketing

• Agile Project Mgmt.

• MS Project

• MS Access

• Six Sigma Certified

• SOAP

• Rest API

• EAI

• Rabbit MQ

• Oracle DB

• DB2

• MS SQL Server

Education

MBA Marketing

Concentration

Xavier University

Cincinnati, OH

BS. Information Systems

Minor Accounting/Finance

University of Cincinnati

Cincinnati, OH

Adjunct Professor

Marketing

Integrated Marketing

Advertising

Consumer Behavior

Product Development

DeVry University, OH

Other

Secret Level Clearance

Eligible

CINCINNATI BELL TELEPHONE, Cincinnati, OH 1997 – 2000 Cincinnati Bell and Broadwing are major players in the US telecommunications industry.

Senior Client Analyst

Developed strategic and tactical sales and marketing initiatives. Directed IT resources and managed IT and business process change projects. Led multiple cross-functional teams consisting of up to 20 members

Led $2m project that developed and implemented CRM strategy and supporting software. Project provided first complete, detailed and measurable view of sales, marketing and customer service effectiveness.

Designed and led data driven marketing campaigns that produced 300% jump in close rates

Developed new product launch plan and KPI’s for Cincinnati Bell Wireless

Implemented CRM into calls centers at IXC for Convergys (IXC)

As Business Analyst designed and led data-driven marketing campaigns that produced 300% jump in close rates.

ZELLERBACH, Miamisburg, OH 1994-1997

$2B Mead Company specializing in the sale and distribution of paper and packaging products nationwide

Business Analyst

Lead business consultant & IT liaison for marketing department & packaging division, specializing in sales & marketing systems development. Managed four direct reports & indirectly managed dozen of project team members

Led enterprise wide business intelligence initiative bringing customer insights into service levels and buying patterns that lead to 6% increase in average order revenue through new service offerings.

Created alternate revenue source out of a cost center. Turned $5M expense into over $1M in profit within six months with a projected revenue of $7M the first full year of operation

In six weeks saved yearlong $3 M dollar project to build a tool to determine RIO for each Customer ROI and measure the effects of service level changes COMMONWEALTH PETROLEUM, Milford, OH 1990 -1994

$120M national wholesaler of propane and LPG products Manager of Information Systems

Responsible for all information systems, other duties included purchasing propane contracts for speculation and resale, directing print and direct marketing campaigns.

Lead all IT functions and managed two direct reports

Lead inside sales force with regard to daily pricing and customer targeting.

Lead commodities trading effort the Produced over $250K in profit in a nine- month period

Designed and implemented custom application to manage sales & business operations, allowing a drop in internal head count from 50 to 30, while increasing revenue from $60M to $120M in a market that saw all other independent wholesalers (25) go out of business.

Help negotiate and execute the division and sale of company to two buyers General Skills

• MS Excel

• MS PowerPivot

• MS PowerPoint

• MS Word

• MS office

• MS Project

• Visio

• GoTo Meeting

• WebEx

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