Svp, Customer Experience & Digital Transformation
Manchester, Ct, Us
Recruited by Bain Capital to transform this legacy retail brand. Led the development and implementation of a Generative AI strategy, automating customer service workflows and ensuring high governance standards to streamline operations. Established first Customer Experience and Customer Relationship Management teams, attracting & retaining talent, positioning initial team leader for advancement to a VP role, demonstrating effective leadership and strategic development.• Transformed a $2B+ retailer, leading digital and operational strategy resulting in 2 promotions within 3 years• Enhanced customer and omnichannel initiatives across 180+ stores, growing ecommerce from $70M to $200M+ • Slashed operating costs by $4M+ annually by transitioning to cost-effective SMS, chat, & AI-powered solutions• Deployed Customer Data Platform, architecting tech stack for 36M+ profiles, boosting revenue & GTM results• Enhanced ecommerce performance by resolving cart abandonment, increasing conversion rates by 15.6% and sales by 40% through optimized customer journeys and innovative AI tools• Pioneered “Store of the Future” initiative, dramatically increasing sales per square foot by 139% in new retail spaces, and launched direct mail, yielding a 13x return and an extra $40M in sales over two years• Built Voice of Customer satisfaction program, improving NPS & key drivers across enterprise touchpoints, including web (+34% NPS), stores (+10%), delivery (+39%), pickup (+23%), & support (+1,456%)