Brian Lannan Email & Phone Number

Saint Paul, Mn, Us

New York, Ny, Us

As a GLG Network Member, I bring deep experience in Marketing Strategy, Consumer Insights, Customer Experience, and B2B Go To Market Strategy.GLG is the world’s insight network. It connects decision makers to the right experts so they can act with the confidence that comes from true clarity and have what it takes to get ahead. Its network of experts is the world’s largest and most varied source of first-hand expertise.

Greenwood Village, Colorado, Us

Selected to build a GTM capability and strategy for a nascent retail business, selling Digital Marketing and Contact Center solutions. Led a cross-functional team with executives from Sales, Marketing, and Solutioning, representing several practice areas.• Established organization’s Retail Experience Strategy, with clear messaging, solutions, and thought leadership around Modernizing Marketing Capabilities, Ensuring Customer Success, Empowering Skilled Employees, and Driving Customer Centricity• Delivered thought leadership to the marketplace through a targeted content strategy, filling tens of millions of dollars of opportunities into retail pipeline• Closed multiple Microsoft D365 deals and multiple contact center platform deals with multibillion-dollar restaurant and retail chains, delivering the technology to achieve improved CX at lower cost• Built a high-functioning cross-functional team known across the organization for strong collaboration, serving as a model for other cross-functional teams• Led the development of a new Voice of Customer offering in partnership with Qualtrics, resulting in the organization becoming a certified implementation partner and establishing co-selling motions

Minneapolis, Mn, Us

Established and led Customer Experience capability. Oversaw $9 million budget and a team of 23.Led design and implementation of comprehensive NPS program• Implemented Medallia for Digital, Stores, and Contact Center surveys; program collected millions of pieces of satisfaction feedback annually and had tens of thousands of users• Achieved sustained increases in NPS across Stores, Digital, and Contact Centers• Established financial linkage between NPS and future customer behavior• Influenced Stores and Contact Centers to implement closed loop feedback processes for customer follow-upBuilt new text analytics capability• Managed Clarabridge implementation that ingested over 15 million pieces of feedback annually from surveys, contact centers, and social media• Oversaw development of dozens of TA models and dashboards, enabling analysts across the company to access feedback specific to their businesses• Led team of analysts who generated custom, actionable insightsEstablished vision for CX strategy• Oversaw journey mapping of full customer experience, prioritized needs and “moments that matter," and delivered insights that informed design of key customer touchpoints• Established retail trip driver framework to guide marketing and merchandising priorities• Delivered insights into brand positioning that inspired new service and training protocols for ~300,000 store employeesLed enterprise-level customer insights function• Led insights for brand equity, reputation, risk, business development, digital experience, and store experience• Delivered comprehensive customer insight reviews in person to the full C-suite to kick off quarterly strategic planning offsitesOversaw customer-centric culture development• Developed relevant training collateral for all HQ employees, including a full-day immersive experience for all new officers• Delivered custom, in-field, empathy-building experiences to various senior leaders to inspire customer-centric strategies

Minneapolis, Mn, Us

Developed insights and facilitated strategy development for numerous facets of Target’s business. Led teams of 10-17 insights and strategy professionals and a multimillion-dollar research budget.• Led insights for Loyalty Strategy, Guest Segmentation, Holiday, Financial Services, Multicultural Merchandising and Marketing, Brand Equity, Owned Brands, Marketing Effectiveness, Competitor Insights, and Corporate Reputation (including the data breach and sustainability)• Led the development of Target’s aspirational brand equity (what we want the brand to stand for); equities were widely adopted – including by the CMO and EVP of Merchandising – in the development of our highest-level corporate strategic direction• Crafted Target’s highest-level guest segmentation strategy, including a clear, actionable framework for the activation of our various segmentation models within the Marketing organization.• Oversaw the assessment of Target’s 2012 and 2013 Holiday performance in the marketplace and led the creation of 2013 and 2014 Holiday strategy• Prior to these responsibilities, spent two years in a similar position as the lead strategist for Target’s multibillion dollar Apparel and Accessories business

Minneapolis, Mn, Us

One of the founding leaders of the Guest Insights team at Target. Led teams from 4-10 people in size.• Led (at various points) insights development for all of Target’s merchandising businesses, gaining experience in Grocery, Home, Apparel & Accessories, Health & Beauty, and Hardlines• Established Target’s Marketing Effectiveness capability• Led insights development for Target’s Owned Brands

Minneapolis, Mn, Us

Led the day-to-day execution of strategy and research projects related to Store Segmentation, Store Layout, Pharmacy, Store Labor Optimization, and Hispanic Guests and Team Members.• Developed new stores segmentation strategy for Merchandising• Delivered insights that changed the store layout• Influenced the Pharmacy strategy by leading a project with IDEO• Collected and analyzed store labor data to inform new scheduling processes• Conducted research in to Hispanic customers and employees

Mayfield Village, Oh, Us

Indianapolis, Indiana 46204, (317) 633-4100, Us

Held three different roles in four years:• In Real Estate, developed a sales forecasting model to predict store volumes at new locations and inform investment decisions• In Operations, established a new measurement approach for store employee turnover which led to dramatic reductions in associated expenses across the chain• In IT, led the procurement and roll-out of high-speed data connections to all stores, which allowed the chain to quickly begin accepting credit card payments and drive incremental sales

Master Of Business Administration (Mba)

Bachelor Of Arts (B.A.), Interdepartmental Ba In Mathematics/Economics, Also Completed Ba In Spanish