MARY JO MALARKEY

Senior Manager/Director specializing in Customer Experience (CX), Customer Lifecycle, Content Strategy, and Journey Mapping. Proficient in managing high-performing teams focused on rapid application of actionable insights from targeted customer research studies. Committed a customer-centric approach and continuously improving through continuous listening. The Customer will tell us what is preferred. We must ask the right questions - and listen.

HP | Senior Manager, US Mid-Market | Customer Lifecycle + Content Strategy + CX

• Led $1.5M customer research study spanning three quarters and focused on Pre-Purchase and Post-Purchase Experience.
• Moderated cross-functional global workshops resulting in significant and rapid application of study findings to CX, Content Strategy, and Customer Journey Mapping.

HP | Senior Manager, Demand, US Workforce Collaboration Solutions (Poly)

• Managed successful post-acquisition transition for US Poly Campaign Management Team into HP. Significant change management was required during this integration of people, systems, and processes.

SAP | Director, SAP New York Executive Briefing Center

• Directed cross-functional pre-launch initiatives, ensuring seamless integration of newly-hired staff, space, digital assets, and speakers for a timely and successful opening.
• Drove cutting-edge briefing strategies and experiences resulting in $495,287K Marketing Touch Performance and propelling Active Rolling 4 Quarter Pipeline to $605,339K in first 7 months post-launch.

ADOBE SYSTEMS, INC. | Senior Customer Briefing Manager

• Facilitated launch and operations of the Adobe NY Customer Briefing Center, orchestrating comprehensive briefing program strategy, aligning customer experiences with Adobe's cutting-edge product offerings.
• Developed data-driven KPI measurement tool for Global Program, enhancing performance tracking and strategic decision-making processes.

ULTRAMAR TRAVEL MANAGEMENT | Vice President, Meetings and Events Division

• Ideated, proposed, and gained executive sponsorship for the creation of an Event Management division, driving profitability and expanding company's service portfolio
• Managed division P&L with $2.5M operating budget, achieving $2.9M revenue by second year of operations. Oversaw four departments. 5 direct reports with an additional 40 indirect employees and contract workers.

LBI ICON NICHOLSON | Consultant – Novartis Online Consulting Board©

• Proposed, secured sponsorship for, and implemented βeta Phase Novartis Online Consulting Board© Key Opinion Leaders platform – commissioned by Novartis to improve relationships with KOLs who were otherwise not able to travel to in-person Consulting engagements regularly. Program proved out significant reductions in time and financial investment for Novartis, while simultaneously providing improved engagement results.