Customer Service Vice President

Brian Gordon

*** *******, ********, ** *** *W*

514-***-**** l *******.******@*****.***

Senior bilingual marketing and communications management professional with executive leadership credentials serving both Fortune 100 multinationals and private companies. Strong commitment in championing a client focused culture, and translating product and service features into customer opportunities and solutions. Skilled at leading integrated marcom programs and profound competency in strategic brand identity development, product positioning and corporate equity management. Adept at optimizing business operations in alignment with client needs, and influencing prospects & stakeholders across multiple channels. Recognized as a highly effective collaborator, influential communicator and marketing expert. Corporate responsibility and professional services / agency experience.

EDUCATION: McGill University; B.Com (Marketing and Management Policy

Marketing and Business Planning

Crafting creative and coherent content

Stakeholder Communications (internal & External)

Developing brand narratives

Market Segmentation, Penetration and Expansion

Project and Campaign Implementation

Strategic Brand Positioning & Stewardship

Consumer Research and Insight analysis

Relationship and Partnership Management

Customer Service, Client Engagement

PROFESSIONAL EXPERIENCE

Consulting Practice: Strategic Marketing I Branding I Communications – Qc (’19 - )

Enjoy accountability for strategic brand marketing, product management, communications and special projects

Key Retainer Clients:

WINCO Canada: Support the delivery of professional services via training, communications & sales support marketing programs for multiple Telecoms.

LEADER AUTO RESOURCES: Elaborated and highlighted critical customer benefits of operational efficiencies, improved productivity and ROI from this professional services organization.

-Have authored the LAR annual report and its cohesive positioning for all divisions since 2019-

TOP Marketing: Expanded upon, repositioned and redefined the offerings of this marketing services agency.

HANNAH PROMOTIONS: Revamped and improved the corporate branding and business segment targeting of this professional services organization. Focused on additional benefits of global supply chain relationships.

MATTHEW SCOTT: Directed new web content creation and design to strengthen, expand and reposition the multiple value propositions of this professional services agency.

IMETRIK Global Inc – Qc

Vice President Marketing & Sales North America (’14-19)

[IMETRIK is a leading telematics provider of asset tracking technology]

Direct all North American marketing strategies and sales initiatives. Responsible for brand leadership, customer support operations, customer acquisitions & retention, and revenue achievement.

Selected Achievements:

Implemented a disaster recovery operation and bolstered damage reputation with communication narratives.

Increased Canadian sales by 12% via creative advertising and outbound marketing.

Authored and launched corporate and product positioning campaigns including PR and advertising.

Developed an innovative subscription model business-plan to drive recurring incremental revenues.

Successfully launched 3 products to drive new customer wins & revenue gains at competitive expense

CT-Payment Inc – Qc

Vice President Sales and Marketing (’12-14)

[CT-P is a leading technology transaction payment processor for platforms including mobile, POS and online / gateway]

Support the drive for company revenues through differentiated product & service positioning and sales support

Selected Achievements:

Expanded value offerings, developed sales collateral materials, repositioned presentations and closed new accts.

Rebranded the company, expanded its core focus, and developed supporting new tagline and website.

RSA Travel & Health Insurance Inc – Qc

Vice President Marketing (’11-‘12)

[RSA is a leading provider of specialized travel and health insurance plans in Canada; both B2C & B2B (broker channels)]

Direct and coach the activities of three marketing teams: product management, communications and graphic design

Selected Achievements:

Proactively authored revised content for the direct marketing campaign, implementing channel segmentation and creative innovation to drive a 22% growth in premiums and 15% growth in policies over all previous years.

Est’d a new affinity key account –Readers Digest Assoc.–and drove revenues in excess of $100k in 6 months.

Immunotec –Montreal, Qc

Vice President Marketing & Communications (’09-11)

[Immunotec is a consumer packaged goods network marketing leader in the Health & Wellness category]

Oversee and manage all marketing, distributor and customer programs, brand development and product strategies.

Selected Achievements:

Created a comprehensive set of customer focused collateral materials for product cross-sell.

Developed white papers, positioning documents and research materials. Edited and published distributor mag.

Credico Marketing –Montreal, Qc

Vice President, and GM (‘07-‘09)

[Credico is the largest Canadian direct sales agency specializing in outsourced credit card acquisitions for major financial institutions]

Oversee all company sales and marketing operations. Senior B2B clients included CTFS, BMO, TD, and Bell Satellite.

Selected Achievements:

Developed and launched crises management campaign pursuant to negative and damaging press reports.

Launched multi-dimensional strategic Public Relations plans with National PR to rebuild damaged reputation.

Reinstated trust and nurtured improved relationships with largest accounts including BMO, CTFS and TD.

Catalpa Communications & Marketing Group–Montreal, Qc

Vice President Strategic Planning (‘05-‘07)

[Catalpa is an established (1976) marketing consulting practice with an impressive roster of N.A clients]

Drive the growth of this professional services organization as the senior strategic consulting practice-leader

Selected Achievements:

Acquired new clients including Raymark (Enterprise Management POS), Aurora MSC (biomedical imaging), LoJack Tracking for revenues exceeding $1.5 million. Developed and executed strategic programs for all.

GE Capital – Montreal, Qc

Vice President, Marketing (‘04-‘05)

[GE Capital structures loans and leases for their clients’ asset backed business investments]

Expanded upon and penetrated new vertical channels of distribution. Drove customer awareness via targeted advertising and launched B2B direct mail lead generating campaigns. Developed & launched successful sales stimulation programs.

Selected Achievements:

Conceived and introduced a strategic positioning advantage “Process Differentiation” and launched assoc. pgrms.

Developed major new revenue segments: financing for self-storage facilities and leasing options for waste mgmnt.

Developed and launched a customer lifecycle program, from loan origination to renewal.

Launched new products: PALS, a new pre-approved line of credit facility that secured customer loyalty and the “Fast Fund Promise”.

Diners Club International (Citigroup) –Montreal, Qc

Vice President Marketing, Consumer Cards (‘00-‘04)

[Diners Club is a leading credit card positioned to frequent business travelers and co-branded with Air Canada’s Aeroplan program]

Led all B2C Consumer Marketing acquisition initiatives for all card products including direct mail, advertising, online & partner programs for sales of $1.1 billion in gross billings and managed all CRM / loyalty programs. Managed a team of 10.

Selected Achievements:

Delivered strongest acquisition performance in company history in 2001, exceeding plan by 39%.

Exceeded 2002 account plan by 11% in a post 9/11 environment (travel related card).

Restaged the Maple Leaf Club Card with an enhanced value proposition, reducing attrition by 8%.

Reynolds Aluminum Co. Inc. (Alcoa) –Montreal, Qc

Director of Marketing (‘95-‘00)

[Reynolds Aluminum Co. markets a broad line of consumer products including its flagship brand Reynolds aluminum foil]

Provided marketing management leadership to Cdn operation for US H.O. Spearheaded strategic marketing initiatives for all products across multiple channels of distribution, leveraging the equity of Reynolds foil to sub-brands. Implemented a comprehensive brand restage and launched 4 new products. (Success was widely reported across key media).

Selected Achievements:

Restaged entire product portfolio under an umbrella master-brand strategy, resulting in $7.0M of new business.

Penetrated Provigo, Metro, and Loblaws supermarket banners with new products.

Increased product line contribution margins by up to 12% through strategic operational initiatives.

Diners Club (Citibank Canada) -&- enRoute Inc (Air Canada) ‘89-‘93

■ AVP Marketing, Diners Club Corporate Cards (’92-93) ■ Marketing Manager, enRoute Card Inc. (’89-92)

[Air Canada’s enRoute “T&E” Card subsidiary was sold to Citibank Canada’s Diners Club division in ‘92]

Managed the B2B Corporate Card business with P&L accountability of $1.2 billion in gross billings. Oversaw the direction of outside agencies, including: advertising, promotions, direct marketing, research, design, and PR. Supervised 5 managers.

Selected Achievements:

Won the ’91 President’s Award for outstanding contribution to the acquisition of the $600 million Gov’t of Canada travel card contract, beating Amex and other competitors.

Developed strategic promotional partnerships and loyalty programs resulting in 160 new accounts representing $50 million in new sales billings.

Developed and launched the first PC software package for expense claim reconciliations, serving to secure +15% major accounts. (Was featured on the front cover of Toronto Business Magazine)

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