Director Of Business Development And Customer Experience
Houston, Texas, United States
Largest U.S. environmental response organization, $120MM annual revenues, 40 manned sites.Serving as Chief of Staff to the CEO, I led strategic planning and marketing and CX to transform an organization that was focused on incremental savings and efficiencies, to pursue long-term, sustainable value creation through growing its customer base, expanding customer utilization of company services, and innovating new environmental services for O&G customers amidst the energy transition. ● In the face of growing ESG pressure and tougher competition, I led the implementation of customer success strategies to ensure we retained both legacy and new customers, reconfiguring MSRC services and our value proposition narrative to align with the impacts of the energy transition on our oil and gas customers. ● I established new service lines in the offshore wind market, as well as the public sector, securing government contracts for the first time in the organization's 30-year history.● I established integrated reporting standards for MSRC to communicate regularly and substantively with our shareholders and the Board with decision-useful data on MSRC's performance against our mission and sustainable growth objectives. ● Within 5 years, I increased market share in the midstream segment from 18% to 63%, and expanded market share significantly in the refining and offshore upstream segments as well.● To keep pace with the rapid growth, I led the development and implementation of key digitalization projects to enable greater efficiency and higher productivity of our field operations personnel to fulfill higher demand for MSRC's services. ● I provided thought leadership through public speaking engagements at international and domestic conferences.● I led corporate communications and regulatory affairs, designing engagement plans that fostered two-way, transparent communication on emerging risk areas, instilling confidence in MSRC as the oil spill response industry leader.