Tom Tsih

Director, Product Management

• Oversee product management function shaping customer experiences for Macys & Bloomingdales brands
• Responsible for leading product strategy and delivery for omni-channel fulfillment, digital purchase funnel, inventory availability, payments, big ticket (furniture & mattress), subscription programs, third party order integrations, address and tax services supporting enterprise applications
• Manage portfolio budget of >$20MM in capital and expense funding
• Mentor and manage diverse team of product leaders
• Co-lead diverse team of onshore and offshore technical, program, product and customer experience staff (130+ employees) Manager, Product Management
• Defined and executed product roadmap supporting omni-channel customer experiences throughout customer shopping funnel
• Launched Same Day Delivery service for macys.com/bloomingdales.com
• Led responsive web design migration with checkout interface redesign
• Responsible for managing & training team of product managers at various levels in product
• Served as a Customer Champion, leading voice of the customer initiatives and playing customer advocate role in considering product decisions that will impact the customer across all touch pointsSenior Product Manager
• Delivered & managed international shipping business capabilities
• Led refactor & redesign of checkout, facilitating migration to service oriented architecture for e-commerce platform
• Brought to market “Buy Online, Pick-up in Store” service
• Enable and support waterfall-to-agile transformation and parallel producer-to-product management transition

• Led implementation of SaaS campaign management solution (Responsys)
• Responsible for development of multi-channel direct marketing and lifecycle messaging strategies - transforming customer and channel insights into contact & messaging opportunities
• Developed marketing project processes and marketing content library

• Developed and launched Top Buyer loyalty program – defining business requirements, product enhancements, marketing plan and go-to-market strategy
• Managed high-value customer segment, providing cross-functional project and business leadership – driving program strategy, roadmap and execution of targeted customer engagement programs
• Implemented customer segmentation & persona strategies resulting in significant lift in segment retention & revenue growth
• Co-managed custom Unica product integration, linking new marketing platform with CS agent desktop toolset enabling automation of realtime offer/message personalization

• Managed development and implementation of custom online lead management solution - integrating cross platform CRM functions across multiple business units & customer touch points
• Developed e-marketing strategy and plans for automation of enterprise wide event-based marketing programs
• Partnered with line-of-business stakeholders to develop integrated multi-channel marketing campaigns
• Managed 3rd party email vendors & provided internal channel marketing consultation

• Led multiple account teams for a portfolio of Fortune 500 clients across multiple verticals, managing strategic planning, marketing program development and campaign execution; specializing in automation of retention and activation programs to convert passive users
• Led client strategy planning & program review sessions, delivering custom analysis and reports supporting program optimization
• Generated new business and incremental revenue by identifying quick-win opportunities for client partners and up-selling professional or strategic services

• Customer success manager responsible for execution of direct mail marketing campaigns partnering with Production team
• Team lead in transition of business relocation; developed training documentation, best practices and delivery process
• Conducted training sessions and documented integrated operating procedures for merged operations with sister company