Experiences at black & decker

- Managed and developed a rebate processing system. Various data sources (service intranet, customer self-service website, and multiple vendor feeds) were connected to the ERP, SAP, for shipment through the distribution centers. Close to a million rebates were processed over 4 years, impacting nearly $230 million in sales. Information gathered helped to identify DEWALT's most valuable end-users.
- Designed and developed an Internet-based loyalty program based on analysis of rebate information. The program targets the top-400 national construction companies and 100 key, majority-Hispanic firms.
- Managed redevelopment dynamic survey/consumer profiling system. Detailed end-users profiles are gradually built using information collected from various touch points. Information is deposited into a custom CRM application, providing personalized re-marketing and research opportunities.
- Worked with a hosted provider to design front-end and business rules for consumer service and support website. Integration between PBX phone system, CMS and CRM allowed phone agents immediate access to case histories and potential solutions. Number of service representatives employed was held nearly flat despite a significant increase in incidents....

- Managed re-development of DEWALT.com, pulling together resources from marketing, IT, and an outside vendor. Site traffic grew by 28% per year for several years, reaching 10.1 million visits and 120 million page views in 2005. DEWALT.com consistently recognized as a top-10 manufacturing website, and a top-2 among power tool manufactures. DEWALT is recognized by Fortune magazine as one of the top-ten breakaway brands worldwide.
- Designed and scripted over 150 targeted newsletters, delivering over 4.5 million messages. These targeted campaigns had above average open and click-through rates and below average unsubscribe rates.
- Managed search engine and banner advertising through Google, Yahoo, MSN, and Advertising.com; driving traffic to targeted promotions and products. Able to achieve above average click-through rates by using narrowly targeted ads. Managed organic search engine optimization across various sites.
- Redesigned "where to buy online" referral system to include real-time inventory and direct purchasing from partner websites. Generated 34% increase in referrals in year 1, and 22% increase year-over-year thereafter. In 2006, 1.35 million referrals lead to $7.2 million in sales....