Global Solutions, formerly LoyaltyOne Consulting, a division of LoyaltyOne, helps you anticipate consumer needs, deepen interactions and enhance tomorrow’s experiences by transforming data into action, using advanced analytics and expertise in motivating shopper behavior. Operating in Canada, the U.S. and several markets around the world, we provide unparalleled insights that energize behavior change, help you anticipate and adapt to what’s next to enhance the experiences of tomorrow and deliver actionable solutions, developed from first-hand experience, to drive towards mutual success, including Abercrombie & Fitch, Walgreen’s, eBay, Giant Eagle, Caribou Coffee and Metro.
Global Solutions with 25 years of experience is rooted in data, working closely with their clients to solve customer problems with innovative solutions that combine customer experience drivers, loyalty motivators and behavioral analytics.
Meet the Team
Senior Vice President, LoyaltyOne Global Solutions
As Senior Vice President of Global Solutions at LoyaltyOne, Caroline sits on the Executive Committee and leads global alliances and key loyalty partnerships outside North America, including LoyaltyOne’s partnership with Dotz, the largest coalition program in South America. With her extensive practitioner experience in loyalty, customer relationship management and brand management, Caroline is a successful B2C and B2B change agent and has a proven track record in delivering innovative customer loyalty and retention strategies to drive profitable customer financial performance.
Caroline has worked across multiple industry sectors, including retail, financial services, telecom, and publishing. Her past executive roles include Senior Vice President of Marketing at Rogers Communications Inc., Canada’s largest telecom services provider, CRM Manager at Sears Canada, Senior Vice President and Chief Knowledge Officer at LoyaltyOne, and Senior Vice President of Marketing for the AIR MILES Reward Program.
In her long tenure at LoyaltyOne, she has held leadership roles in Client Services, Business Development, Corporate Marketing, Research & Development, CRM, and Marketing. She also managed COLLOQUY, a collection of publishing, education, and research resources devoted to the global loyalty marketing industry. COLLOQUY has served the loyalty marketing industry since 1990 with more than 45,000 global subscribers.
Caroline has been an active Board member and strategic partner of the Canadian Marketing Association (CMA), and was recently bestowed an Honourary Life Member award by the CMA for her contributions to marketing in Canada. Caroline was formerly a oBard member for The Verde Group, a customer experience company, and has participated on many advisory boards for new start-ups in the areas of data, CRM, loyalty, and customer experience. Caroline is the Executive Sponsor of the Women’s Leadership Initiative at LoyaltyOne, and was the previous Chair of the Roger’s Women’s Network. She has also held a Board position at Ronald McDonald House.
Senior Director, Research and Development
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 as CNBC, The New York Times, Los Angeles Times, Canadian Grocer Magazine, National Post, Direct Marketing News, Target Marketing and Strategy Magazine and writes a blog for the Canadian Marketing Association.
Partner, Global Solutions
Melissa has over 20 years of expertise in leading the development of consumer loyalty and CRM strategy solutions with specific emphasis on the research and strategies for Millennials. As a Partner at Global Solutions, she is responsible for the Loyalty and CRM Strategic Consulting focus in our practice. She manages a team of consultants and business analysts who offer innovative loyalty strategies to improve customer engagement through increased customer identification that impacts revenues for brands. Industry expertise includes
Melissa has held leadership positions with other marketing leaders such as Maritz Loyalty Marketing,
A frequent contributor on the topics of loyalty and CRM, Melissa can be found most recently in publications such as The Chicago Tribune, London Times via Raconteur, Direct Marketing News, and Colloquy. Her next speaking engagement will be at the CRMC 2017 conference in Chicago this June.