Marketing Customer Service

*** ***** ****** #*** ( Redwood City, CA ***** 602-***-**** ( *********@*****.***

( www.linkedin.com/in/suejinyun

Sue Yun

Email & CRM Marketing Expert

Customer Lifecycle Management ( Communications Development ( Product Positioning

Poised to lead sales-driving strategies, through optimized customer loyalty and

email marketing initiatives

Senior Marketing Professional Core Competencies:

Driven-leader with an entrepreneurial spirit leveraging ( Customer Communications

12+ years of progressive marketing experience with Strategy

strong focus on developing and activating brand ( Email Marketing

engagement strategies within direct-to-consumer (Certified Professional)

channels. 8+ years of email marketing experience using ( Multi-Channel Loyalty

data-driven approach to improve contact strategy and ( Market Segmentation/

ROI. Motivational leader and mentor who forges efficient Targeting

teams to successful project completion. ( Analytics & Measurement

Unwavering initiative and dedication, striving for ( Creative Agency

maximum results and a high standard of quality. Poised Oversight

for continued growth into higher-level management ( Team Development &

opportunity leveraging extensive "from-the-trenches" Management

technical knowledge base and marketing expertise. ( Technical: ESP Products

and Software

Career & Performance Highlights

Google Mountain view, CA

Director, CRM & Email Marketing (February 2014 to Present); On-Site Contractor /

Continuum Global

Started as a 1 person team with an offshore production team of 6 (based at Google

India) to revamp the current email / CRM system and program for several Google

products. Successfully grew the team to 5 onsite and 20 offshore to manage all email

and customer communications for the Online Publishers Group - AdSense, AdMob, Learn

with Google, DoubleClick for Publishers (Global - 36 languages with teams based

worldwide), Google Express (US), Google Compare (UK & US), Google Food (worldwide),

Google Partners (worldwide), Google Webmasters (worldwide), Niantic Labs

(worldwide), Google Ventures (worldwide) and Google Domains (US). Have been asked to

restructure and manage programs for 2 additional products in Q3 and 3 for Q4.

Helped to create a best-in-class scaled email marketing / CRM center to deliver

operational efficiencies at lower costs and share best practices across Google

Global Marketing team provides support on Email and Customer Relationship Marketing

Strategy, Development, Production, Localization, Quality Control & Measurement

Entertainment publications - entertainment.com Tempe, AZ and Troy, MI

Director, Customer Loyalty & Retention Marketing (October 2013 to January 2014);

Contract Employment

Company went bankrupt and was purchased by new investors in early 2013. A new team

was hired to revitalize the brand and jumpstart the marketing department. Planned

the Q4 2013 and 2014 member communications calendar. Managed a team to create,

execute and oversee the marketing strategy to generate book and digital product

sales and to increase member engagement. Developed email and direct mail campaigns

to drive customer loyalty from a 1 million + database and create a focused strategy

to win back customers from a 5 million + database.

LifeLock, Inc., Tempe, AZ

(NYSE: LOCK) Leading provider of identity theft protection services for consumers,

and identity risk assessment and fraud protection services for enterprises

throughout the U.S.

Sr. Manager, CRM & Member Marketing (2010-October 2013); Manager, Loyalty &

Retention Marketing (2008-2010)

Promoted to provide strategic management of all transactional, promotional, and

informational customer communications to maximize retention, member loyalty,

win-back, and cross sell/ up-sell programs. Conceptualize and execute data-driven,

dynamic email campaigns that deliver against ROI targets through a highly segmented

customer base. Lead teams to develop customer database strategies, and deliver

flawless execution of projects. Optimize key traffic and revenue metrics including

CTR, open rates, incremental revenue lift, engagement, and retention across a

3-million member base. Directly supervise two marketing coordinators, and manage six

key agency relationships.

Accountability & Key

Highlights:

( Partner with six internal groups to design and execute targeted email campaigns

sent to 3 million subscribers. Maintain a 50% open rate on marketing emails, and 70%

open rate on membership-related emails, with a 12% upsell success rate. Ensure 100%

CAN-SPAM compliance.

( Achieve 85.4% overall customer retention rate through CRM/ loyalty programs,

focused on growing incremental impact and ROI. Perform user acceptance (A/B and

multivariate) testing to provide course-corrections and optimization as needed.

( Identify, plan and develop communication paths for transactional emails

including new product launches, enrollment, trigger, data collection, and promo code

optimization. Create consistent messaging across all member communications and

branding touch points.

( In-house specialist for cross-functional task force projects and programs.

Provide consumer insights, optimal engagement and conversion strategies, customer

retention, email marketing best practices, and technical administration.

Conceptualized and drove development of a "gift certificate" microsite to provide an

additional channel for new member acquisitions. Generated over $146K in revenue with

no additional advertising or marketing.

( Manage in-house creative services and external advertising agencies through all

phases of creative development, production, and campaign implementation. Provide

final proofing/ sign off of marketing materials.

Representative Project & Results:

Strategic Development of Member Enrollment Communication Experience

Challenge: Increase perception of value and Results:

educate new members on service plan features and Received rave reviews from internal

benefits, and reduce customer service call employees and sales department.

volumes. Integrate data between two separate Received award from CEO for project

internal systems and automate delivery alerts. refinement and smooth execution.

Action: Devised and implemented new member Decreased inbound member education

on-boarding communication plan including call volumes by 40%.

informational "Welcome Kits" aimed at increasing Received positive remarks from focus

perception of value and loyalty. Innovated groups: "effective" and "memorable."

content for four tiers of collateral containing

service coverage and FAQs. Developed budget,

oversaw CRM system integration, and managed

outsourced design and development of materials.

Martz Agency. Phoenix, AZ

30-year-old Scottsdale-based marketing firm specializing in entertainment, retail,

real estate, and non-profit niche markets.

Account Supervisor (2005-2007)

Drove the development and execution of B2C marketing and advertising campaigns

including broadcast TV commercials, print ads, email marketing/ digital, and

brand-positioning sales and marketing collateral. Managed mix of national and

international client base within high-end real estate, restaurant and luxury apparel

industries. Supervised and sustained clients including: DMB Associates, Crescent

Communities, and DINE. Directly supervised 2 account coordinators.

Accountability &

Highlights:

( Trusted client advisor; provided strategic marketing advice and the initiation

of new ideas to support client revenue growth.

( Developed monthly and annual budgets of up to $3M, and recommended optimal

marketing mix and promotional strategies to hit targeted sales goals.

( Provided strategic management of multiple projects simultaneously including

budget requirements, and goals and timeline development.

Allure Magazine - Korean Edition, Remote office from New York, NY

Women's beauty magazine published monthly by Conde Nast in New York City. In 2002,

Allure Magazine started a Korean version of the magazine.

Account Supervisor (2003-2005)

Recruited to coordinate and manage on-location celebrity photo shoots and feature

sets, and pitch unique editorial campaigns that merged North American and Asian

culture, interests, and trends in both beauty and travel. Leveraged multicultural

and international experience, and niche marketing expertise. Utilized fluent Korean

language skills.

Accountability &

Highlights:

( Planned detailed itineraries and shooting schedules, and provided

up-to-the-minute solutions for unexpected changes. Print and features set locations

included: Vancouver, Whistler, Banff, Jasper, Calgary, and the Vancouver Islands.

( Developed strong working relationships with North American sponsors to pitch

and coordinate product integration. Highlights: Calloway golf clubs, Adidas shoes,

and Nike soccer balls.

( Developed partnership with the Canadian Tourism Commission and satellite

offices in Korea, Japan, and China to promote Canadian tourism.

Early Experience: 2001-2003

Y&R Advertising, New York, NY

Account Manager Multi-cultural Advertising & Marketing: Hired to direct the

development and implementation of multicultural (Asian-America) marketing efforts

nationwide, including integrated campaign development (TV, Print, Radio, POS, OOH,

and Digital), branding, and merchandising. Clients: Shiseido, Bank of America,

Pernod Ricard, Seagram Americas, The New York Times, and AT&T.

Education & Certifications

B.A., Art and History, Sungshin Women's University - Seoul, South Korea (2000)

Certifications & Training:

DMA Certified Marketing Professional (DCMP) in Email Marketing (2010)

Attendee of ExactTarget Conference Trainings (2010, 2011, 2012)

Software & Technical Proficiencies Knowledge

Microsoft Project and Office (Word, PowerPoint, Excel, Outlook), Adobe Photoshop,

Visio.

CRM Programs: Vertical Response, Constant Contact, Exact Target, Campaign Monitor,

Eloqua, Marketo and RightNow / Oracle. (RightNow CRM Marketing Administrator)

Working Knowledge of HTML programming and HTML editing software.

"Sue was part of the team that drove retention rates beyond budget and goal. During

a year that involved fire drills... she has executed very well on tight deadlines

with limited guidance. Execution is one of Sue's core strengths."

"Sue single-handedly does the job of multiple people effortlessly. Her value to the

company is enhanced by her teamwork and attitude. She is a true joy to work with."

"Sue is an absolute professional. In a business that is detailed and deadline driven

she simply had no equal."

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