Customer Service Marketing

JIM ARMSTRONG

***** *. ******** *****

Lake Barrington, IL 60010

(H) 847-***-**** (C) 847-***-**** (E) ****************@*******.***

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QUALIFICATION SUMMARY

Customer engagement marketer who: analyzes and segments markets to develop

and deliver products and services that meet customers' needs; forms

alliances with internal staff, external partners and industry groups to

achieve business results; manages traditional and digital marketing

channels to reach and influence customer action. Marketing management

expertise includes:

Market and Customer Analytics & Research

Traditional, Digital and Social Marketing

P & L Budgeting

Product Development & Launch

Business Development & Management

Marketing Program & Channel Management

Marketing Vendor, Printer & Agency Management

Website & Content Development & Management

Brand / Advertising / Public Relations Management

Trade Show Management

Staff Development & Training

Business reporting & communications

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PROFESSIONAL EXPERIENCE

MARKETING AND BUSINESS DEVELOPMENT PROJECT MANAGER (Contract) (2012 to

2013)

Discover Financial Services, Riverwoods, IL

. Planned, created and launched multi-channel customer acquisition

campaigns to achieve customer acquisition for Discover's new affinity

program. Exceeded 2013 new account goals by 20%, a 346% increase over

2012 new accounts resulting in 20K new accounts.

. Conducted ongoing market analysis/segmentation for the development and

execution of direct mail, email marketing (via StrongMail), social

media, website retargeting, paid search and Refer-A-Friend campaigns.

. Collaborated across company departments to gain project support and

establish operational processes for: legal review and approval of

campaign copy and partner contract amendments, marketing analytics and

reporting, customer insights, creative development, digital

retargeting, technology/system modifications, print production, list

management, website landing page development, Customer Service Center,

and executive reporting.

. Executed 2013 market plan tactics and identified marketing channel

opportunities for 2014 plan. Developed marketing dashboard for

reporting campaign metrics, total program growth and financial

performance.

MARKETING AND BUSINESS DEVELOPMENT CONSULTANT (2007 to Present)

Lake Barrington, IL

Independent consulting services to clients across multiple industries.

. Develop and sustain client engagement relationships and management of

assignments. Prior projects include: identification of market

performance issues, business and market planning for new business

launch, customer/market segmentation, new product/market entry

studies, communications, website evaluation and recommendations,

content marketing, and staffing.

. Previous clients include: Eli Lilly, Hollister, La Marche

Manufacturing, Goodway Media Group, Carrier, Hyatt, Solo Cup,

Hollister, Sage Products, Warner Chilcott, WatchFire, Guard-A-Kid

Child Safety, Keyence, WMS Gaming and Yunker Industries.

VICE PRESIDENT OF MARKETING - (2005 to 2007)

National Insurance Crime Bureau, Des Plaines, IL

$36 million dollar data analytics and technology organization.

Managed: customer acquisition, relationships and retention; market

research, market segmentation and planning; new product launch;

communications, and branding; trade shows; customer service; a staff of

eight direct reports and various vendors.

. Launched a new product/service program targeting the banking and

vehicle finance industry. Developed multi-year business plan, process

mapping, customer engagement and acquisition, sales training, customer

presentations, digital and direct marketing and trade shows. Vertical

market penetration included Wachovia, Bank of America, Chase and Ford

Motor Company. Exceeded first year revenue goal by 20%.

. Implemented enterprise CRM system to manage accounts and new business

development resulting in: consistent and targeted communications,

increased ability to track and manage new customer proposals, and the

capability to monitor decentralized account directors' business

activity.

JIM ARMSTRONG RESUME - Continued Page 2

. Created and managed strategic and tactical planning to achieve goals

for: customer acquisition, customer service standards, company

awareness and communications initiatives. Annual revenue increased 6%

in both 2006 and 2007. New customer lead funnel was increased by

300%.

. Managed business relationships with top tier large account (valued at

$500,000 to $5 million dollars in annual revenue) including: Allstate,

State Farm, Chubb, Zurich, American Family and AIG. Managed three

account directors who had oversight of remaining four customer tiers.

. Managed 25 annual industry and target market trade show exhibit

including design, staffing and messaging. Maintained alliances with

industry organizations.

. Led ongoing market research / customer insights to measure

satisfaction, and to identify new products and services. Results drove

strategic business planning and resource adjustments.

. Led branding, design, copywriting and production of all communications

including: digital, marketing collateral, content marketing,

articles/case studies, quarterly topic newsletters and annual reports.

DIRECTOR OF MARKETING AND COMMUNICATIONS - (2002 to 2004)

American Society for Gastrointestinal Endoscopy, Oak Brook, IL

$13 million dollar medical education association. Managed: market

planning, communications, PR and media relations; member satisfaction,

market research; new product development and launch; domestic and

international sales; a department of two direct reports and external

agencies/vendors.

. Developed and introduced new physician and patient education product

lines resulting in nearly $1 million dollars of annual channel sales

revenue in 2003. Managed product development process, direct mail,

online marketing, ecommerce, and customer facing sales.

. Developed business, marketing and branding plans to launch a new

interactive endoscopy training center. Created direct mail and digital

marketing campaigns resulting in 100% course registration with waiting

lists.

. Developed and launched a national colorectal cancer awareness program

that included: media outreach, press conferences, celebrity

spokespersons, an inbound call center, health consumer website and

SEO, and the development of alliances with medical groups and the Jay

Monahan Center in New York City.

. Managed development and production of regional and national

conferences, meeting and medical education collateral, digital

communications, and content marketing resulting in 100% course

capacity.

. Developed DVD products for Endoscopic Practice Guidelines and post

meeting self-study CME. Led the design, copywriting, production,

direct mail and eMarketing of physician/clinical education

workshop/conference programs and post program products.

. Conducted physician needs, satisfaction and readership surveys to

identify new medical education products and topics of interest for

developing new programs.

. Managed the medical journal editorial office and staff. Implemented

streamlined editorial review processes for producing monthly

publication. Moved editorial office to the Chicago area resulting in

a 30% reduction in annual expenses and a more efficient process

control.

DIRECTOR OF MARKETING - (2001 to 2002)

Novar Controls, Inc., Cleveland, Ohio

$75 million dollar B2B electronics and software technology manufacturing

company, a subsidiary of Honeywell Corporation. Managed: software and

hardware new product development team; product and sales training,

market segmentation and research; market planning and sales support for

Restaurant, Large/Big Box Retailers, Small Business, and Dealer Network

strategic business units; direct marketing and PR communications; trade

shows/meetings/events; product training center; a department of 10

direct reports and multiple vendors.

. Introduced product development process, realigned positions,

implemented staff performance measures and goals, streamlined work

flows, and increased department's capability to manage product life

cycles.

. Managed the Novar Training Center providing education programs to

staff, sales, dealers and customers.

. Managed rebranding initiative. Developed key messaging, trade show

exhibits, direct marketing campaigns, collateral, digital and print

advertising programs resulting in a 30% increase in prospect leads.

. Led market and new product development research projects for expansion

into Asian-Pacific and South American countries. Directed the

development and completion of competitive intelligence reports.

. Managed website development, content and SEO.

JIM ARMSTRONG RESUME - Continued Page 3

DIRECTOR OF MARKETING - (1999 to 2001)

Exelon Enterprises, Westchester, IL

$25 million dollar BtoB and BtoC energy technology and equipment

company, a subsidiary of Exelon Corporation. Managed marketing

operations for distributed generation (micro-turbine) and HVAC business

including: market research; customer segmentation; business and market

planning; demand generation and lead development; territory/market

expansion; sales training; direct marketing, marketing communications,

PR and media relations; lectricit de France alliance; staff of one

direct report and multiple agencies/vendors.

. Led strategic market planning for launch of alternative energy

products targeting the restaurant, baking, grocery, rubber and

manufacturing process driven customer segments. Identified prospects,

developed product pricing, created sales support and product training

materials, created direct marketing and eMarketing communications,

developed B2B and B2C product websites, and developed sales plans.

Successfully achieved marketing and sales goals: $20 million dollars

in first year and $25 million dollars in second year of operation.

. Managed primary and secondary market research to: identify market

needs, test value propositions, measure brand perception, and position

the product technology in the market.

. Initiated and managed company brand evaluation and business

acquisition branding. Created key communication messages and led

development of direct marketing. Developed publication articles,

white papers and advertisements. Managed inbound / outbound call

center vendors, and advertising/PR/design agencies.

DIRECTOR OF MARKETING - (1992 to 1998)

American Academy of Dermatology, Schaumburg, IL

$30 million dollar medical association. Managed: business and market

planning, new product development, direct marketing and sales; market

research; customer service and product fulfillment; a department of five

5 direct reports and multiple vendors.

. Developed and segmented medical education products into product lines:

software, practice management/guidelines, publications, patient

education, audio and publication subscription programs, educational

DVDs, and workshops. Reduced product manufacturing costs by 20%.

Managed pricing strategy to increase ROI. Developed product catalog

to create a single reference source resulting in a 50% reduction in

marketing expenses. Increased annual product revenue to over $2MM

annually (100% increase over 6 years).

. Managed health consumer insight studies. Conducted national health

consumer survey to gain insights for positioning the dermatology

specialty among health consumers. Performed annual member needs

surveys to identify new products, member satisfaction and emerging

medical topics.

. Developed, launched and managed website and ecommerce initiative,

content marketing, SEO and online sales. Launched website

development/hosting business that sold services externally to

associations and small companies. First year of operations secured 30

clients and exceeded the $300K goal by 10%.

. Developed CME Self-Assessment Recertification Program in partnership

with Education Department and publishing vendor. Developed content,

managed internal and external physician review and content approval,

product production, promotion and launch.

. Managed US and International trade show exhibits, staffing and product

training.

. Led the development of segmented marketing campaigns for physician CME

and education products, workshops and conferences.

. Staff liaison to the Patient Education Pamphlets, Communication and

Dermatology Slide Committees.

EDUCATION

. Loyola University, Graduate School of Business, Chicago, IL MBA -

Marketing

. Iowa State University, College of Design, Ames, IA BA - Advertising

Design/Communications

SOFTWARE / TECHNICAL SKILLS

Word, Excel, PowerPoint, Outlook, Lotus Notes, Internet Explorer, ACT,

StrongMail, WebModules, Constant Contact, MailChimp, Adobe, InDesign,

iMIS, Visio, Cognos, D&B Databases

PROFESSIONAL MEMBERSHIPS

American Marketing Association (AMA), Chicago Association of Direct

Marketing (CADM), and Chief Marketing Officer Roundtable (CMO)

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