Rob Friedman

About Rob Friedman

With over 30 years of experience in marketing, loyalty, eCommerce, revenue and network optimization, operations and finance, I utilize a hands-on approach to lead major transformational initiatives designed to improve the customer experience and achieve revenue growth. As Chief Commercial Officer at Greyhound Lines, I was responsible for revenue and customer experience improvement, leading the Revenue Management, Network Planning, eCommerce, Marketing, Sales and Customer Contact teams. As a key member of the executive team, I played a major role in the sale of this iconic American brand, working closely with the investment bank and potential buyers, ultimately resulting in a sale to FlixMobility, GmbH. As the VP of Marketing/CMO at Amtrak, I was responsible for modernizing Amtrak\'s brand and customer engagement through marketing, sales, loyalty and CRM initiatives, leading to record revenue in 2016 & 2017. Additionally, I led Amtrak\'s revenue management, eCommerce and call center efforts. As VP of Global Marketing for American Airlines, I led the launch of the new American brand, winner of a 2013 Clio Award. Additionally, in this CMO role, I led the transformation of the customer experience, with responsibility for the design and execution of all aspects of the eCommerce, customer engagement, airport lounge and onboard (seat design/configuration, food & beverage, Wifi and in-seat entertainment) experiences. As VP of AAdvantage, I led the company’s loyalty partnerships, and launched industry leading reward and recognition products. As head of Interactive Marketing, I led the business development of AA.com to deliver revenue growth, as well as the advancement of American’s CRM programs. Other American roles included managing director positions in Reservations, as well as eleven years in various managing director, manager and analysts roles in Revenue Management. Prior to joining American I worked in Finance at GE (FMP). Respected and trusted, I have a strong ability to influence others in the pursuit of organizational goals. An effective collaborator and communicator, I develop enduring relationships. My approach to transforming the customer experience starts with a customer-at-the-center mindset, informed by data-driven customer insights, and guided by continual measurement and optimization. Known for building exceptional teams, I have a fanatical focus on execution.

Experience

1. Principal

   Rf Consulting

   Jan 2022 — Present · Dallas-Fort Worth, TX, US

   Leveraging over 30 years of experience in commercial functions including revenue management, product planning, marketing, loyalty, CRM, customer insights and customer service, as well as operations and finance, to provide strategic and tactical guidance to transportation, hospitality, entertainment, health/wellness, and retail/eCommerce businesses of all sizes

Education

• University of Nebraska at Omaha

  BS - Business Adminstration - Finance

Skills

• Customer Communication Strategy
• Partner Management
• Advertising
• Integrated Marketing
• Email Marketing
• Interactive Marketing
• Segmentation
• Strategic Planning
• Microsoft Office
• Cross-Functional Team Leadership
• Yield Management
• Brand Management
• Airports
• Editing
• Innovation
• Collaborative Leadership
• Customer Engagement
• Airlines
• Customer Service
• Pricing Strategy
• Microsoft Word
• Revenue Management
• Brand Loyalty
• Strategic Partnerships
• Enterprise Software
• Delivering Results
• Loyalty Marketing
• Microsoft Excel
• Digital Marketing
• Leadership Development
• Revenue Analysis
• Crm
• Partnership Marketing
• Customer Experience
• Customer Relationship Management (Crm)
• Motivation
• Team Leadership
• Management
• Strategy
• Customer Segmentation Strategy