Charles Williams Email & Phone Number

Seattle, Wa, Us

Lead the development and implementation of the global Go-To-Market strategy for the Omnichannel Customer Experience Solutions for Amazon Connect. This includes collaborating with product management, marketing, sales, and partners on identifying and executing compelling product solutions, omnichannel marketing plans, and scalable sales plays to drive growth. Work with customers to enable their digital transformations by leveraging Amazon Connect’ Omnichannel Solutions such as in-app, web, and video calling, conversational natural language IVR and chat bots (powered by Generative AI), and ML-powered outbound campaigns for SMS, email, and voice.

Monroe, Louisiana , Us

Lead the digital transformation to grow revenue, improve customer experience, and gain operating efficiencies to facilitate the turnaround of $19B company. Directly managed a team of 50 and led a matrixed team of 100.• Launched new digital products and ecommerce platform to increase digital revenue over 150% within 2 years.• Implemented new API marketplace to support over $450M in revenue benefit. • Revamped AI chatbot solution that reduced transfers by 70% while improving customer satisfaction by 15%.

New York, Ny, Us

Drove large-scale ($50M or greater) digital transformation projects for Fortune 500 companies involving multiple teams, geographies, and SaaS solutions. Led a cross-company team of over 30 professionals.• Implemented a multi-country digital solution to automate the inventory auditing process for global retailer to manage and reduce $3B in shrink. • Led the creation of a machine learning digital solution to reduce inventory crew scheduling time by 70%.• Implemented program management methodology to improve digital transformation project outcomes by 10%.

Dublin 2, Ie

Led digital transformation pursuits and engagements to assist clients with developing and/or implementing their transformation strategies to drive double digit top-line and/or bottom-line growth. • Directed cross-company 20-person onshore/offshore team in implementing a global ecommerce solution to facilitate generating $7B in incremental revenue for leading beverage company. • Developed the future state end-to-end omnichannel experience and marketing strategy for leading automotive manufacturer to increase revenues by 12%.• Oversaw the delivery (26-person onshore/offshore team) of new digital lottery ticket capability that transformed the lottery ticket experience.

Armonk, Ny, Us

Manage all aspects of program or account, including but not limited to: conducting business development, directing project planning and staffing, tracking project status, leading teams (20 - 25 professionals), contributing to evolution and maturity of client relationship and managing operating budget of $3M - $5M.• Projected incremental 10% to 20% increase in revenue in client’s business by shaping and implementing mobile experience payment strategy for digital engagement platform. • Improved ROI 10% to 15% on client’s digital campaigns by developing and implementing new digital marketing program design and activation experience, process, and technology.• Facilitated 15% to 20% growth by creating customer experience strategy for client’s appliance purchase, warranty, and repair service offering.

Armonk, Ny, Us

Led client engagements to develop and implement successful digital and user experience strategies to deliver positive business results. Managed operating budget ($3M). Led and developed cross-functional teams (20 - 25 professionals).• Promoted to Associate Partner in recognition of results achieved for leading IBM’s digital, data, analytics, and cloud businesses and teams (16 professionals) at client. • Enabled incremental $70M to $80M in post launch revenue, by designing Go-To-Market, product innovation, digital, and experience strategies, for new product offering for leading consumer products company. • Recaptured lost revenues of $20M to $30M, due to thunderstorms, snowstorms, and other irregular operations, for airline client by devising customer and employee cross-functional digital messaging experience strategy. • Drove $25M in additional annual revenue by constructing digital (i.e., online, mobile, and social) strategy for medical device client. • Developed user experience capability within strategy team (9 professionals) through training and coaching.

Advised clients on business strategy and facilitated obtaining financing to meet strategic objectives. Directed business development and marketing of WGC product offerings to business owners.• Increased weekly leads 100% by developing social media marketing plan. • Improved deal flow 50% by implementing channel partner program. • Produced 150% increase in leads during first month by revamping Small Business Express product.

Dublin 2, Ie

Developed customer experience, marketing, and product strategies to deliver profitable growth and/or reduced costs.• Decreased costs $10M annually and improved customer service for large government organization by creating customer experience strategy.• Drove $800M in incremental revenue for leading retail store by devising digital and experience strategies that facilitated national launch of new loyalty program across 7K retail locations.• Identified incremental $90M in annual profit by designing new Smart Grid and energy efficiency product innovations for large utility client.

Led the search of residential properties by identifying and inspecting target properties, negotiating the deal pricing, overseeing the rehabilitation, and managing the renting of the properties.

Atlanta, Ga, Us

Guided strategic planning process for 86 auto auctions (which represented $2.5B in annual revenue) across US. • Improved forecasting by product by facilitating the development of auction specific product plans to increase Manheim revenues 100% within 5 years. • Grew Online Vehicle Exchange listings 100% within 45 days for top auction by developing new online strategy.

Atlanta, Ga, Us

Headed 50-person software startup to include P&L, product management, marketing, sales, and customer experience.• Produced 200% increase in data product revenue by devising new product strategy/innovation.• Drove $20M in potential incremental revenue for software startup by leading and creating Go-To-Market strategy.

Atlanta, Ga, Us

Led product strategy, customer experience, marketing plans, product development, and P&L for various products.• Grew revenue by $30M by building product management department through hiring, training, and mentoring. • Increased revenues 30% ($12M) for Post Sale Inspections through customer experience and product innovations.

Mba, Finance And Marketing

Master Of Science - Ms, General Administration

Bs, Engineering And Management