Director Customer Experience Resume Example
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DIRECTOR CUSTOMER EXPERIENCE
Professional Summary
Seasoned Director of Customer Experience with over 10 years of experience in the grocery industry. Proven ability to understand business needs, drive operational improvements and improve customer satisfaction to drive customer loyalty and sales. Team player known for achieving high quality results and thrives in a challenging, fast paced environment.
Work History
Kpmg - Director Customer ExperienceBirmingham , AL04/2013 - Current
- Responsible for total store customer experience, front-end and Weis2Go eCommerce operations and strategies to grow sales and increase customer loyalty through a differentiated customer shopping experience.
- Lead the creation, planning, development and implementation of customer satisfaction insights program consisting of real-time customer satisfaction survey and mystery shop program.
- Review, analyze, and interpret qualitative and quantitative customer feedback to devise strategies and initiatives; present analysis and trending insights to senior leadership.
- Developed cross-functional relationships with leadership teams to ensure the acceptance and success of customer experience strategies; seen as a subject matter expert and a trusted advisor.
- Transformed associate performance by enhancing training and mentoring strategies in operational and customer-facing roles.
- Continually look and identify opportunities to improve business process flows and overall departmental productivity.
- Reduced costs by overhauling and streamlining front-end cash office bookkeeping processes through rollout and implementation of Veribalance Cash solution to 185 stores on time and within budget resulting in a annualized labor saving of over $2 million.
- Lead cross-functional team in rollout of new online shopping platform to existing locations and further expanded eCommerce business to an additional 110 locations.
- Increased efficiency by analyzing data and maximizing opportunities for improved productivity and customer experience for Weis 2 Go eCommerce store order picking and customer pick up process.
- Provide the leadership necessary to maintain a motivated, productive and engaged team of 9 through open communication, rewards/recognition and delegation of responsibilities and authority.
Fresh Thyme Farmers Market - Manager, Category Strategy and Insights Fort Wayne , IN11/2011 - 04/2013
- Lead category strategy, category management, and consumer insight processes across the enterprise.
- Internal consultant supporting the merchant group and broader organization with consumer and category analysis.
- Investigated and delivered category management analytics and insights to merchant teams for the development of category strategies.
- Translated insights into actionable business recommendations that optimize merchandising strategies and decisions.
- Presented results of research and analysis to senior management and key stake holders.
- Project manager for 11 key strategic merchandising initiatives totaling $55 million.
- Provided ad-hoc and deep dive category analysis on behalf of category teams.
- Fostered vendor partnerships to meet our insights and analytical needs.
- Managed and provided work direction to SSG senior analysts on priorities, business processes and utilization of various applications.
Cub Foods - Assistant Store Director City , STATE05/2010 - 11/2011
- Provided leadership and direction to 9 department managers and 140 store associates.
- Utilized department sales, gross margin, labor, and inventory results to develop action plans with department managers to improve financial performance.
- Compared labor schedules against customer service, production requirements and labor commitments; adjust where necessary
- Evaluated merchandise sets and modify to increase sales and local relevance through analysis of shrink, product movement, and customer feedback.
- Coached department managers on improving processes within their departments to enhance operational efficiencies and customer satisfaction.
Supervalu Inc. - Manager, Customer SatisfactionCity , STATE03/2007 - 05/2010
- Responsible for managing the customer satisfaction measurement program while using “Voice of the Customer” data to drive actionable results across 16 retail banners; consisting of over 1,200 store locations.
- Subject matter expert on customer satisfaction measurement, related customer research and customer satisfaction data/reporting needs.
- Provided leadership insight into the utilization of customer intelligence data and programs.
- Facilitated annual in-person “Voice of the Customer” Action Planning Session to each retail banner's leadership and operations teams to aide in the development of a data driven strategic action plan to improve the customer experience.
- Actively sought improvement opportunities and implemented enhancements or revisions when warranted.
- Lead the implementation of new customer satisfaction programs across the enterprise.
- Supervised department specialist responsible for daily, weekly and monthly program operations.
- Actively sought new types of customer satisfaction measurements and explored innovative ways to communicate customer feedback and reporting to the enterprise.
- Managed vendor contracts and negotiate program enhancements.
Accomplishments
- 2015 Top Women in Grocery Rising Star Award from Progressive Grocer Magazine
- 2015 Advocate of the Year Award Weis Markets
Skills
- Strategic Planning
- Business analysis
- Process improvement
- Project Management
- Relationship development
- Team management
- Verbal and written communication
- Problem resolution
- Data collection and analysis
Education
05/1992Saint Cloud State UniversityCity, StateBachelor of Science: Business Management
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Resume Overview
School Attended
- Saint Cloud State University
Job Titles Held:
- Director Customer Experience
- Manager, Category Strategy and Insights
- Assistant Store Director
- Manager, Customer Satisfaction
Degrees
- Bachelor of Science : Business Management
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