As Senior Director, Global Solutions, Jeff is responsible for advancing customer engagement and activation strategies with clients by bringing innovative solutions, best practices and his over 20 year experience across a number of industries in helping clients find the winning strategy to build better customer relationships. Jeff’s background in client management, business development and consulting in both the B2B and B2C spaces make him an expert who has experience in the theory and practice of loyalty marketing, CRM and customer engagement strategies.
Jeff originally joined LoyaltyOne in 1999 and held a number of positions managing relationships for the AIR MILES Reward Program with clients such as American Express, Bank of Montreal and Rexall. In 2006, Jeff assumed the role of head of Loyalty and Database Marketing at Fairmont Hotels, where he instituted the structure and discipline of a customer relationship management strategy and leveraged data and analytics to drive customer engagement and profitability. He also spent three years successfully developing a research and consulting operation focused on helping Fortune 500 companies market and sell to small businesses. The business was sold in 2008 to the Corporate Executive Board, and Jeff became the GM and SVP of the Canadian operation. In 2010, Jeff rejoined LoyaltyOne and focused on working with grocery retail organizations in the US on their loyalty and CRM strategies. In 2012, Jeff assumed a position as the head of thought leadership for LoyaltyOne where he helped drive industry leadership on the future of customer engagement and CRM strategies, advised LoyaltyOne clients and client services teams on in-store customer experience, leveraging data across the organization and building CRM approaches to maximize customer behaviour change and profitability.
Jeff is also a lead presenter and media representative on all things customer engagement. Jeff has been featured in such media outlets asCNBC,New York Times, LA Times, Canadian Grocer Magazine,National Post,Direct Marketing News,Target MarketingandStrategy Magazineand writes a blog for the Canadian Marketing Association.