Strategic and Tactical Customer Relationship Management
Berlin Area, Germany
- Past
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- Director, EU Customer Support Planning at eBay International AG
- Sr. Manager, Customer Impact Analysis, CS Product, and Global CS Satisfaction at eBay
- Director, Customer Support Revenue Opportunities at eBay
- VP/Associate Director, Marketing at Digitas
- Sr. Manager at Bronner Slosberg Humphrey/Digitas
- Manager at Bronner Slosberg Humphrey
- Education
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- Amherst College
- Recommended
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13 people have recommended Andrew - Connections
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- Industry
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- Websites
Andrew Steele’s Summary
Direct marketing and CRM professional, with 14 years experience in a wide array of customer-focused marketing disciplines. My main experience has been in live channels: teleservices, email, and chat. I have designed, managed, and executed campaigns for Fortune 500 companies including Microsoft, IBM, AT&T, AT&T Wireless, Aon, American Express, Prudential and eBay. Most recently worked in -- and am still living in -- Berlin, Germany, with additional international experience through assignments in London, Dublin, Glasgow and Madrid.
Andrew Steele’s Specialties:
Direct marketing and CRM, grounded in investment discipline and measurable ROI. Focuses in teleservices, strategic customer relationship management, customer support operations management, and email marketing.
Andrew Steele’s Experience
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Director, EU Customer Support Planning
eBay International AG
(Public Company; 1001-5000 employees; EBAY; Internet industry)
October 2005 — May 2007 (1 year 8 months)
Led a team of 22, responsible for:
- Compiling, analyzing and distributing business intelligence to drive improved performance, as the central reporting team for eBay's European Customer Support function
- Defining overall strategy on resource allocation in customer support to meet business objectives
- Developing and communicating long-term forecasts of expected customer support contacts, based on a complex set of volume drivers
- Working with multiple functional groups to ensure customer support service levels were met
- Managing near-term staffing, including hiring, scheduling, and resource allocation -
Sr. Manager, Customer Impact Analysis, CS Product, and Global CS Satisfaction
eBay
(Public Company; 5001-10,000 employees; EBAY; Internet industry)
April 2004 — October 2005 (1 year 7 months)
Represented Customer Support and the eBay member base within the business to proactively shape product design. Using analysis of historical customer contact information, recommended approaches to reduce customer support contacts and remove barriers to members' trading activity, in order to improve customer satisfaction and drive incremental revenue. Led global team of professionals responsible for analysis of customer satisfaction. Led team of professionals responsible for ensuring customer support readiness for all new product launches.
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Director, Customer Support Revenue Opportunities
eBay
(Public Company; 5001-10,000 employees; EBAY; Internet industry)
June 2002 — April 2004 (1 year 11 months)
Built strategic and operational foundation to support revenue-focused programs. Working with Marketing and various business units, identified and implemented programs to drive incremental revenue through customer support contacts.
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VP/Associate Director, Marketing
Digitas
(Public Company; 1001-5000 employees; DTAS; Marketing and Advertising industry)
1993 — 2002 (9 years)
Led teams in designing, executing, and measuring the performance of teleservices and email based marketing initiatives. Experienced in a range of direct marketing disciplines, including segmentation, investment allocation, targeting, and execution through multiple channels (phone, email, direct mail). Operational expertise in contact center technologies, and integration with marketing automation systems.
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Sr. Manager
Bronner Slosberg Humphrey/Digitas
(Marketing and Advertising industry)
1997 — 1999 (2 years)
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Manager
Bronner Slosberg Humphrey
(Marketing and Advertising industry)
1994 — 1996 (2 years)
Andrew Steele’s Education
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Amherst College
B.A., European Studies, magna cum laude. Minor in International Relations, September 1988 — June 1992
Additional Information
Andrew Steele’s Websites:
Andrew Steele’s Interests:
Intermediate French and Italian, beginner German, travel, reading, photography, very long walks through very big cities.
Andrew Steele’s Honors:
National Merit Scholarship Finalist
Andrew Steele’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- expertise requests
- business deals
- reference requests
- getting back in touch
