Vice President - Marketing & Customer Support
Charlotte, North Carolina, Us
VP of Customer Support 2014 –present• Leadership of 700+ associates in NA, centralized functions, implemented a contact center/global telephonic solution, how-to-videos, reason codes for root cause analysis, and SLAs• Created business intelligence, parts catalogs, an eCommerce replacement parts system, and customer satisfaction surveys• Realized a 36% reduction in active claims, $8M savings in warranty expense, increased Net Promoter Score by 42.8%• Led an Ease of Doing Business initiativeVP of Marketing 2013 – 2014 • Led visual merchandising, marketing programs, marketing communications, media, digital marketing, brand management and agency relationships • Managed a reorganization and transformation of the marketing department from OR to NC • Started a dealer loyalty program, landing pages, revamp website, developed a brand style guideDirector of Development & Professional Relations 2009 – 2012• Researched/developed new market strategies for application and distribution of our products and services, combined projects had market potential of $1B • Oversight for PR, Travel Services, Events and Aviation • Brand marketing, activations for the PGA TOUR, MLS, NHL, the Portland Timbers and celebrity sponsorships increasing quality impressions with targeted audiences Director of Marketing 2006 – 2009• Brand development, earned and paid media through Sports Marketing including the Champions Tour JELD-WEN Tradition and The Players Championship • Directed JELD-WEN's corporate travel procurement, travel agency, event/meeting planning, and client hospitality, activations, & training Director of Millwork University 2004 – 2006• Launched a corporate university with a shared learning environment to build and develop industry professionals• Supervised the recruiting, college and university relations, internship programs, on-boarding and succession planning initiatives• First 2 years trained 5,718 individuals resulting in 16,390 participant training days