I am a passionate leader with over 20 years of experience in driving digital transformation and customer excellence across diverse industries and markets. I have successfully launched and scaled digital businesses in Europe and Asia, established omni-channel operating models, and fostered a data-driven culture to inform decision-making and innovation.As the VP of Global Omni Customer Experience at Foot Locker, I led a team of more than 180 individuals across four brands to enhance site stability, streamline product development, and increase customer satisfaction and retention. I also established strategic partnerships with digital-first companies, conducted market due diligence, and integrated acquisitions to diversify the business portfolio. I am committed to elevating digital strategy, harnessing technology, building and motivating high-performing teams, and championing continuous improvement and organizational agility. I am seeking new opportunities and eager to leverage my expertise and passion to make a significant impact on the future of a new partner organization. Open to relocate.
Dm Advisory
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Fractional Cx And Cdo Advisor | Principal ConsultantDm AdvisoryArlington, Wa, Us
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Retail And Cx ConsultantFreelance Jun 2024 - PresentWashington, United States
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Vp Global Omni Customer ExperienceFoot Locker May 2022 - Aug 2023St Petersburg, Florida, United StatesSpearheaded digital transformation across four major brands with a team of >180, delivering significant improvements in product development, site stability, NPS score, customer journey mapping, cross-functional collaboration, data-driven insights, and employee engagement.Results:>Streamlined product development: Increased throughput, reduced attrition, and delivered key products exceeding $95M in sales.>Enhanced site stability: Increased NPS score by 10 points, stabilizing performance under high traffic.>Improved customer journey: Identified key touchpoints and core experiences impacting customers through Consumer Journey Mapping.>Cohesive brand messaging: Aligned Merchandise and Campaign Marketing, improving campaign effectiveness and reducing build time.>Data-driven decision making: Established Data Insights group, enabling faster actions and driving return to growth (double-digit comp gains).>Eliminated silos: Realigned teams and fostered cross-functional communication, improving employee engagement and satisfaction. -
Vp Digital Marketing Technology & ExperienceFoot Locker, Inc. Apr 2019 - May 2022Singapore, SingaporeSpearheaded APAC expansion with a startup spirit, launching flagship markets, securing key partnerships, and building high-performing local teams, all within 12 months.Results:> Established local management teams and launched 5 markets, building a >$100M baseline business.> Recruited and developed high-performing talent through partnerships with senior operational leaders and local institutions.> Launched flagship stores with full omni-channel presence within the first year.> Secured key partnerships with vendors, real estate, technology, and marketing providers.> Actively contributed to the successful integration of Atmos Global and WSS USA. -
Vice President Customer Experience & Omni ChannelFoot Locker, Inc. Mar 2017 - Apr 2019Utrecht, NetherlandsSpearheaded International retail transformation, driving triple-digit online growth, forging digital-first partnerships, and streamlining operations through omni-channel model and blended services, resulting in reduced costs and unified growth.Results:> Triple-digit online growth: Achieved and sustained significant increases in online revenue.> Digital-first partnerships: Secured collaborations with cutting-edge companies to fuel innovation and expansion.> Omni-channel model: Established a seamless multi-channel framework for optimized customer experience.> Blended service model: Implemented a cost-effective service system reducing shipping expenses and returns. Unified growth metrics: Aligned cross-channel performance tracking for data-driven decision-making and overall business optimization.
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Vice President Foot Locker DirectFoot Locker Europe Feb 2015 - Mar 2017Vianen, Utrecht, NetherlandsTransformed European digital operations from loss to 20% profit within 24 months, achieving market-leading penetration through strategic partnerships, localized content, and shared service cost optimization.Results:> Generated hundreds of millions in sales by launching non-US digital businesses.> Achieved 20% operating profit within 24 months through rapid expansion strategies.> Secured market-leading digital penetration in major European countries with locally relevant content and partnerships.> Streamlined core functions into shared service teams, reducing overhead costs and supporting market growth. -
Director, EcommerceFoot Locker Europe Jan 2011 - Feb 2016Utrecht, Netherlands• Established Digital Business for EMEA • Built internal and external structure to drive eCommerce • Created analytics and insights mindset in the organization • Established CRM fundamentals
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Senior Project ManagerFoot Locker Europe May 2007 - Jan 2011Responsible for pan European projects including POS replacement. -
ConsultantNcr 2002 - 2007Performed project management and consultancy on multi-national transitions and implementations in the retail, travel and service industries.
Frequently Asked Questions about David Miller
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David Miller works for Dm Advisory
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David Miller's current role is Fractional CX and CDO Advisor | Principal Consultant.
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David Miller
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David Miller
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