VP, Marketing

JIM MALONEY

**** ****** ** • Richmond, VA *****

804-***-**** • ************@*****.***

MARKETING EXECUTIVE

Marketing professional with proven experience running and growing high tech subscription services. Core competencies include:

Customer Lifecycle Management – Managing acquisition efforts, customer experience, and customer retention/ loyalty across touchpoints and media channels to drive increased profitability and growth. Proficient at leveraging a mix of brand and direct marketing techniques to influence customer behavior and optimize results.

Analytics and Research -. Driven by data, either through field testing, primary research, or via leveraging customer data. Skilled at generating consumer insights that are then transformed into programs or new offerings that create value. Effective at cross-selling and upselling based on modeled behavior and rigorous testing.

Strategy & Business Development Proficient at taking consumer insights and an understanding of the market to inform marketing and corporate strategy. Able to identify key partners and develop successful relationships.

PROFESSIONAL EXPERIENCE

CAPITAL ONE FINANCIAL

Richmond, VA

2014-June 2015

Senior Director, Customer Engagement US Card

Responsible for aligning marketing and communications to card customer base to drive advocacy and profitability. Led team which:

Improved activation, retention rates and net promoter scores (NPS) for new customers through onboarding improvements.

Defined critical CRM objectives and capabilities for a unified customer contact strategy.

Identified critical at-risk customer segments and developed campaigns to re-engage them.

Developed marketing campaigns which drove increased trust in Capital One brand.

LEARNING ALLY

Princeton, NJ

2012-2014

Vice President, Marketing

Led marketing and public relations at a nonprofit serving educational needs of the 65 million Americans with reading disabilities, via subscription offering of world’s largest audio textbook library.

Grew new household revenue over 20% annually through mix of lead generation programs, online media spend, and pricing enhancements.

Improved school revenue by 15% YOY through hiring of new sales agents, new communications strategy emphasizing content marketing, and new pricing options.

Led successful rebranding effort that focused on relationship building rather than technology.

Improved renewal rates through mix of engagement programs and process improvements.

SUDS BY THE SHORE

Long Branch, NJ

2010-2012

Owner

Purchased laundry business situated on Jersey Shore as turnaround strategic investment. Increased annual sales by 35% through facilities renovation, targeted local marketing campaign, and expansion of services.

Concurrently provided consulting services to Hightail, a consumer cloud service, overseeing design and launch of successful customer retention practice.

VONAGE

Holmdel, NJ

2006-2009

Vice President, Marketing Operations and Analysis 2008-2009

Led Marketing team’s media planning, budgeting, crm, analysis, and research activities in highly innovative consumer telecommunications business. Part of leadership team that doubled customers from 1MM to 2MM in just over 2 years.

Managed $200 million media spend budget and successfully delivered over 1 million new customers annually through increased investments in online spend, new offers, and expansion of pay-for-performance deals.

Identified international long distance users as most profitable customer segment, initiating strategic planning that led to Vonage World product, which ultimately doubled company stock price.

Vice President, Customer & Retention Marketing 2006-2007

Responsible for managing customer churn and all customer touchpoints.

Maintained churn rates at sub 2.5%, one of the best in the telecommunications industry, during period of rapid growth. Improved new member experience, identified at-risk customers and developed segmented treatments to increase their loyalty and retention rates.

Increased customer referrals by 80%, making it the second largest and most profitable acquisition channel.

AMERICA ONLINE (AOL)

Dulles, VA

1996-2005

Vice President, Marketing 2002-2005

Led offer and migration strategies across a base of 25 million customers, increasing profitability and reducing churn. Managed new customer experience, all customer education and communication channels, and cancel experience.

Improved EBITDA by $400 million and reduced churn by 1.6 million accounts through mix of new customer activation campaigns, innovative call center programs, and targeted marketing campaigns to at-risk customers.

Improved retention by migrating over 2 million customers to long term contract plans.

Director Brand Marketing/Manager Business Development 1996-2001

Managed promotions for AOL Welcome Screen. Reviewed business plans, negotiated terms and directed seed investments into 30 online startups including iVillage, The Motley Fool, and The Knot (Nasdaq:XOXO).

OTHER PROFESSIONAL EXPERIENCE

MBA Enterprise Corps, Management Consultant

Advised Eastern European financial services and manufacturing CEOs on Western business practices.

Towers Watson, Actuarial and Benefits Consultant

Valued assets and liabilities of clients’ pension and medical plans and advised clients on funding decisions.

EDUCATION

University of California, Berkley, CA

MBA, Finance/International Business

University of Virginia, Charlottesville, VA

Phi Beta Kappa, Echols Scholar, Raven Society

BA, Mathematics and Music, Cum Laude

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