David Mark

Experience

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  Robert's Hawaii, Inc.

  Jul 2003 - May 2011

  Marketing Manager

  Oversight of daily operations related to executing marketing initiatives and their required resources for Hawaii’s largest transportation company. Acted as liaison for advertising agency and public relations firm. Coordinated promotions for entertainment and activity divisions. Managed graphics and support staff. Supervised all copy and creative development. Performed pax and revenue analysis. Acting company spokesman for media inquiries. Coordinated proposals responding to RFP’s. Assisted with submission and upkeep of government contracts.o Worked with executive management to develop strategic marketing initiatives.o Coordinated responses to all media inquiries including crisis communication.o Redesigned all print collateral relating to tour divisions for all islands.o Analyzed and monitored ecommerce site and web content. SEM/SEO management.o New product development adapting to industry changes for tour preferences.o Performed pax, budget, revenue, and marketing analysis. Show less

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  American Savings Bank

  May 2011 - Jul 2013

  Digital Marketing Manager

  Management of strategy and channels for American Savings Bank digital marketing initiatives. Responsible for integrating online mediums with traditional campaigns. Primary responsibilities encompass internet advertising, website content management, and vendor management.o Executed website rebuild, including vendor RFP and management, design, and launch.o Launched mobile banking application and platform.o Analyzed website traffic, advertising efficiency, and campaign response.o Integrated online advertising buys with traditional marketing campaigns.o Generated budgets, forecasts, marketing plans, and post campaign analysis. Show less

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  Island Air (Out Of Business)

  Oct 2013 - Sept 2015

  Senior Manager - Marketing and Digital Media

  Management of strategy and channels for all Island Air marketing initiatives. Coordinated promotional efforts with revenue management function. Completed brand re-launch during ownership transition. Redesigned web properties and instituted revamped online loyalty program.o Oversight for all PR, advertising, digital media and associated agencies.o Control budgeting for revenue management, advertising, and web platforms.o Analysis of site traffic, advertising efficiency, and campaign response.o Manage social media program and engagement tactics.o Rebranded loyalty program.o Management of consumer facing websites, including IslandAir.com. Show less

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  The Taubman Company

  Sept 2015 - Aug 2017

  Director - Marketing, International Market Place

  First Hawaii hire in 500-million-dollar redevelopment of the International Market Place. Executed marketing, public relations, and merchant relations during the development process. Created local and tourism market strategy for property launch, and established promotions and events for retail support. On-time opening with 100% merchant participation.o Hired department staff. Transitioned from construction to operating office environment. o Post-opening led planning and execution for brand management, eastbound and westbound marketing and wholesale contracts, and guest services.o Executed partner marketing and merchant onboarding for over 60 store openings.o Developed center schedule of over 50 promotional events annually.o Digital implementation including website build, social media and email campaigns. o Developed separate Grand Lanai brand for restaurant entities. o Acting property manager on duty in executive rotation. Show less

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  Hotel La Croix

  Sept 2017 - Sept 2018

  Sales and Marketing Consultant

  Completed rebranding and implementation of reservation and marketing systems for boutique 180 room property.

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  Maui Divers Jewelry

  Oct 2018 - Oct 2019

  Vice President - Marketing

  Established digital marketing, business development, customer service, and expanded tourism services for Hawaii’s largest fine jewelry manufacturer and retailer with over 30 retail locations.o Implemented automated pricing and inventory for Shopify ecommerce platform from ERP (enterprise resource planning) for real-time updates resulting in 40% online sales from new product offerings across over 4000 items, and 40% total revenue growth.o Built Salesforce CRM integrated to ecommerce platform, automated marketing, and ERP in support of retail operations and automated marketing. Defined prospect lists and tiers. o Migrated automated marketing to Klaviyo, redefined segments and implemented workflows resulting in a 3x increase in open rates, and 130% increase in sales. Improved domain reputation and increased delivery by 30%.o Implemented affiliate program and integrated with CRM prospect email templates allowing sales associates to earn 3x commissions while improving margin by 10% due to online vs. instore transaction.o Enlarged online sales support team, repositioning and training as customer service, with supporting role utilizing CRM for web sales resulting in increased repeat online purchases.o Managing promotions and programs for retail marketing. Reduced traditional advertising and collateral costs by 20% and expanded brand and promotional advertising.o Oversight of tourism contracts and operations, including 5 mini-buses and tour staff, in support of tour companies, cruise ship, and independent traveler bookings. Expanded wholesale and agency partnership revenue by 150% while repositioning Design Center from retail to experiential tourism. Show less

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  Accor

  Dec 2019 - Nov 2020

  Owner Relations

  Conversion of unit owners to the Accor Rental program. Accor Hospitality recently took over management of the 1250 room Ala Moana Hotel, with over 1100 keys available.o Retention and acquisition of owners and management companies.o Implementation of marketing and owner benefit programs

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  City and County of Honolulu Department of Transportation Services

  Dec 2020 - Oct 2022

  Customer Experience and Innovation Officer

  Customer Experience and Innovation for launch of light rail service and integration with bus and community services to create a complete multi-modal transportation system for 50 million Oahu passengers per year.o Oversight of muti-modal customer service, customer retention, mode share analysis, and strengthening the overall transportation mobility brand and reputation. o Leading planning and management, of rail customer service, customer information, and promotions.o Leading planning and integration of marketing technology platforms including CRM, unified mass communication, automated marketing and analytics.o Lead customer and public opinion research.o Evaluate customer information relevant to for all service scenarios, including planned changes, unplanned disruptions and standard updates.o Execute an integrated strategy for customer communication to ensure timely, accurate, relevant information for customers to trip plan and successfully navigate the system (RPTI/GTFS) .o Ensure quality measures and contract compliance to monitor, review and analyze the performance of the operations Contractor to ensure a safe, reliable, and customer driven rail service. Show less

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  Bishop Ranch

  Oct 2022 - Sept 2023

  Transportation Programs Manager

  Growth marketing and product development for environmental and transportation management initiatives on the 600 acre property containing 650 tenants over 10M sq/ft of commercial space at Northern California’s premier business park.o Execute communications and promotional programs for rider acquisition and transportation utilization. o Partner with property management to provide muti-modal customer service, engagement, and retention.o Integrate digital marketing platforms to optimize public information, CRM, automated marketing and analytics.o Lead tenant and community research.o Optimize services for routes and frequencies including return of suspended operations and new service options.o Partner with government agencies for inclusion of managed properties in transportation demand management.o Secure government grants and private sector funding to subsidize operations and minimize customer costs.o Ensure contractor quality and compliance to agreements through review and analysis of operations performance. Show less

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  Livermore Amador Valley Transit Authority

  Sept 2023 - now

  Director of Customer Experience

  Customer advocacy and communication for riders and stakeholders supporting a tri-city joint powers agency. Focusing on equity and outreach through oversight of marketing, customer service, and fare programs.o Lead agency partnerships for inclusion in regional planning efforts standardizing Bay Area transportation.o Ensure contractor quality and compliance with agreements through analysis of operations performance.o Execute transit planning, communication, and public information (PIS) administration of content and distribution.o Oversight of customer service for omnichannel feedback and resolution, and student program management.o Marketing management to optimize messaging reach through advertising, CRM, social media and analytics.o Leading rider and community research and educational outreach. Show less