New Product Development Manager and Acting Director
2010 - 2017American Express- Conceived and oversaw all aspects of customer experience for Amex's small business solution OptBlue, resulting in over one million new customers and a significant lift in Net Promoter Score.
- Built experiential and KPI-driven B2C campaigns in digital, partner, and influencer channels to promote increasing Amex coverage to consumers.
- Built partnerships with Delta Air Lines and Marriott Hotels experiential events and media, driving customer satisfaction, acquisition and brand exposure.
- Created an acquisition strategy for Amex Offers, a cornerstone of americanexpress.com, and the AMEX app with over 10 million users.
- Contrived the user experience and led the launch of Market 3D, a small business marketing service generating multimillion-dollar revenues.
- Managed an analytics team generating competitive insights and customer spend graphs to aid in digital and offline targeting.
- Oversaw goals, financials, and career plans for a team of four high performers.
Project Manager
2001 - 2005Accenture Services at Best Buy- Oversaw a cross-functional team of 14 technology and business staff with a budget of $1.5 milion in architecting My Best Buy, a loyalty program with over 30 million members.
- Formed Best Buy’s customer centricity strategies, providing a 360-degree view of customers and 13% increased spending.
- Worked closely with product owners in authoring user stories.
- Leveraged Scrum methodology for managing most projects.
- Tracked and prioritized backlog, managed release schedules and planned deployment.
- Conducted on-site train-the-trainer workshops.
CRM Consultant
1998 - 2001Spherion Technology- Designed user experience for large-scale corporate CRM applications.
- Architected back-end code for real-time and batch processes.
- Developed and executed test plans and strategies.
- Collaborated with business analysts, developers, and testing to ensure user stories are fulfilled and all requirements met.
- Leveraged various languages, including C++, SQL, and MS Visual Studio.
Giancarlo Marcopoli
Product Manager in Atlanta, GA, United States
Member since May 9, 2019
From financial services to consulting, retail, and hospitality, Giancarlo has spent over 15 years driving innovation through technology. He has led initiatives with companies like Accenture, Best Buy, Marriott, Delta Air Lines, and Emory Healthcare, and is well versed in several industries. After his most recent tenure leading a brand team at American Express, he relocated to Atlanta and now contributes to the success of Toptal clients.
Giancarlo is now available for hire
Project Highlights
- Development and launch of OptBlue digital properties.
- Developed the offer acquisition strategy and process for small businesses on the Amex app, website, and social.
- Conceived and launched the tech supporting Best Buy's loyalty program My Best Buy (formerly called Reward Zone.)
Expertise
- Brand Marketing
- Product Management
- Product Marketing
- Scrum
- Social Media
- iOS
Education
- New York University
- Trine University
Select Certifications
- New York University
Employment
Project History
- OptBlueDevelopment and launch of OptBlue digital properties.
As the owner of the digital brand strategy and customer experience for OptBlue, I was the evangelist tasked with converting Amex-skeptics into happily accepting customers.
My team was the primary driver in signing up over one million new customers and significantly lifting NPS scores of existing merchants through a new brand architecture, effective digital marketing, and attentive customer support. In this journey, we pioneered many tactics for Amex merchant services, including the first SEM campaigns, customer video testimonials, and PR partnerships.
We heavily leveraged Agile software development methods in designing, developing, and deploying all the supporting technology for this initiative. - Amex OffersDeveloped the offer acquisition strategy and process for small businesses on the Amex app, website, and social.
My task was to devise a way to integrate small business content into Amex Offers, a feature of the Amex app, website, and social pages.
Building a business case for creating this feature, I then collaborated with developers, big data analysts, and third parties to design a solution that enabled Amex partners to acquire offers and present them to end users. - My Best BuyConceived and launched the tech supporting Best Buy's loyalty program My Best Buy (formerly called Reward Zone.)
Being part of a core team that built Best Buy's Reward Zone from scratch was a truly exciting experience, the lasting effects of which I still feel every time I walk into one of their stores. The program we launched lifted spending by 13% and planted the seeds of a program that is now over 30 million strong.
During this initiative, I worked very closely with product owners to carefully capture and prioritize user stories, then led a cross-functional Agile team of ten developers, designers, and testers to launch the capabilities supporting the program.
Education
- Master's degree in Business Administration2005 - 2007New York University - New York, USA
- Bachelor's degree in Electrical Engineering1993 - 1997Trine University - Indiana, USA
Certifications
- Certified MBA (CMBA)MAY 2007 - PRESENTNew York University
