Senior Director International Customer Experience
Wright Medical (acquired by Stryker) was a global medical device company and recognized leader of orthopedic surgical solutions for extremities and biologics.Provided strategic leadership to the International Customer Experience team developing and executing industry leading practices and service models. Primarily responsible for the leadership, strategy, planning, change management and execution of Customer Service [Order to Invoice] & Distribution [Planning, Logistics… Show more Wright Medical (acquired by Stryker) was a global medical device company and recognized leader of orthopedic surgical solutions for extremities and biologics.Provided strategic leadership to the International Customer Experience team developing and executing industry leading practices and service models. Primarily responsible for the leadership, strategy, planning, change management and execution of Customer Service [Order to Invoice] & Distribution [Planning, Logistics, Inventory & Asset Management] functions, with focus on the full end-to-end supply chain supporting our customers.Drove efforts in collaboration with key stakeholders (sales, marketing, manufacturing, planning, QA, RA, compliance & customers) to enhance customer experience in International markets.Positively managed multiple continuous improvements and change initiatives in customer service and distribution through changes of People, Processes and Systems. Led the teams through transformational change resulting in consolidation from 21 to 11 locations, while improving service levels, operating expense, inventory management and employee satisfaction during 10%+ annual revenue growthResponsibility covered up to 130 employees, located across multiple direct & distributor distribution points globally; UK, Italy, Germany, Switzerland, Netherlands, France, Japan, Canada, Australia and USA (EMEA, LATAM and Asia distributor markets)Led international project resulting in a reduction of field inventory DOH by 10%, OPEX savings >$2.6M, increase employee WTR by 10% and service levels >95%Helped to drive and implement multiple continuous improvement initiatives, process standardizations and changes post-merger including ERP integrations, customer order automation and inventory management programs. Coached, mentored and lead direct reports towards high performance, quality and productivity goals Show less
