Erick Freligh

Microsoft, Redmond, WA

I currently perform in a program management and subject matter expert capacity for the technical direct marketing campaign execution discipline in the US Marketing Service Center, serving all subsidiary direct marketing campaigns.

Sr. Marketing Manager, Execution Services - February 2006 to present

- Developed multiple relationship marketing processes and engines (Agile RM, RM Incubation) supporting licensing lifecycle, lead nurture and triggered marketing business needs.

- Successfully built-out a POC for automated licensing communications (SMB, Dynamics over Agile RM) at a fraction of the cost of existing capabilities with greater agility, reduced operating costs and significantly shortened time-to-market.

- Managed technical outsourcing multiple vendor relationships, coordinating workload of 8-15 full-time staff with annual budgets ranging from $1.7-2.5MM, with zero personal-choice attrition in 5+ years managing current onshore staffing partnership. Successfully offshored (India) Tier 1 production support in blended on/offshore model.

- Provided technical leadership to the successful development and launch of Microsoft’s private integrated database (MED).

o Played a key business owner role in design and architectural decisions.

o Provided project management oversight to the participation of Microsoft’s list brokerage agency in the build-out of list rental costing and billing processes.

o Developed the entire SQL-based work stream used by the staff in fulfillment of marketing lists.

o Owned all business requirements and contributed though leadership and technical subject matter expertise to the rules engine managing the merge-match and hygiene processes.

o Consulting in the design planning in the first globalized version of MED for the Canada subsidiary.

- Owner of the US brokerage-of-record agreement with list brokerage of record agency, providing oversight into management of onboarding of lists into the private integrated database, ensuring database comprises key rental list sources meeting tactical execution needs and overall Microsoft marketing strategy.

- Direct workflow inclusive of internal marketing groups and external agencies representing 400-500 unique clients annually with an average of 80 million customer and prospect impressions.

- Co-developed an audience classification strategy that has been adopted as the Microsoft global standard, providing the basis for multi-level granularity of targeting individuals across lines of business and functional roles.

- Designed the US MSC workflow tool which provides customers, management and staff with real-time access to request status, auditing of change requests with integration with parallel campaign approval processes while capturing key statistics to ensure service level agreements are met.

- Successfully managed through a mid-year 35% budget cut that required the reduction in staff by 50% with zero impact to service levels while leveraging resources in build-out of MED.

- Business ownership and technical direction for database marketing campaign operations and execution platform encompassing campaign planning BI, request workflow, selection and analysis tools and auditing and control.

- Collaborate with and consult to key stakeholder communities to optimize processes and establish best practices within go-to-market strategies.


Endeavor Consulting @ Microsoft, Redmond, WA

Endeavor Consulting operated the outsourced direct marketing campaign execution technical group.

Production Manager - October 2005 to February 2006

- Provided database strategy consultation to internal and agency marketers.

- Developed campaign planning analysis.

- Executed high-volume list fulfillment with excellent customer satisfaction, recognized as a team leader by both the agency and Microsoft management, leading to an offer of a full-time position managing the entire operation after three months in role.


Vestcom Northwest/Manus Direct (now Bowne), Kent, WA

Vestcom Northwest is a full-service direct marketing and advertising agency serving high-tech, gaming, retail, and hospitality clientele.

Account Manager - June 2000 to October 2005

- Under my direction, we were able streamline production processes that allowed my client team to support a major reduction of available man-hours under increased production, increasing my client revenues from existing service offerings nearly three-fold over five years.

- Directed the implementation of customer relationship management services on behalf of clients including data transformation from client transactional systems into a marketing-focused data mart environment with hosted applications for analysis and web-based marketing.

- Personally responsible for approximately 200 unique project requests annually.

- Built and directed cross-functional partnerships with personnel from clients and internal departments.

- Maintained, administered, and led production of the marketing data marts of various clients.

- Directed data analysis and business rules development for data integration and database quality improvement initiatives.

- Executed scheduled data transformation and integration processes from disparate client operational databases.

- Ensured adherence to business rules, data integrity, and hygiene throughout development and operation. The administration of routine quality assurance processes led to consistently low defect rates among team members while maintaining heavy project loads during peak marketing periods.

- Initiated quality control improvements at client data collection sites.

- Performed marketing campaign tracking analysis which assisted clients in revising strategies to increase response rates while revising the mix of media used to target less responsive customers.

- Directed production of mail, email, and telemarketing programs, balancing the needs of multiple concurrent projects while maintaining focused attention on budgets and objectives.


Vestcom Northwest/Manus Direct (now Bowne), Kent, WA

IS Project Manager - May 1996 to June 2000 (promotion)

- Leading team member providing production support of direct mail.

- Worked under production-based pressures of short lead times and strict deadlines.

- Provided database direct mailing lists with utmost regard for quality and adherence to client and postal service requirements.

- Developed programming specifications for intricate database reporting.

- Tested custom list processing applications for quality and accuracy.


Siemens Ultrasound/Volt, Issaquah, WA

A short-term contract position serving Siemens’ ultrasound division headquarters.

Marketing Information Specialist – January 1996 to April 1996
- Short-term contract-based project developing a competitive information database.

- Responsible for administration within local workgroup and remote off-line locations.

- Maintained marketing documentation according to FDA regulations.


IBM Corporation, San Jose, CA

This facility provided telesales, direct marketing, seminar, and customer service support for IBM field offices within the western United States.

Database Reporting Analyst – October 1993 to December 1995

- Supported reporting needs of a large call center that included customer service, telesales, and telemarketing teams.

- Developed database processes to meet client informational needs.

- Initiated ad-hoc reporting to provide management with key performance data.

- Created reports to effectively communicate results to various audiences.



EDUCATION
University of Washington
Certificate - Database Resource Management

June 1999
San José State University
Bachelor's Degree - Marketing

Minor – Economics

July 1992