Jen Pearson Email & Phone Number

Atlanta, GA, US

Richmond, Virginia, US

Amsterdam, North Holland, NL

• Defines and executes Client Experience business strategies while leading a large, cross-functional department including multiple business units supporting the management of 300+ clients with 285K+ vehicles on the road
• Leverages deep fleet management knowledge, a consultative approach, and proactive communication to advocate on the customer’s behalf as their voice inside the business
• Develops and manages an effective operating plan that identifies and addresses key business issues and proposes solutions that drive continuous improvement and greater client satisfaction
• Accurately interprets client survey results and strives to address service issues to meet evolving customer needs, ultimately increasing improve NPS scores from 19 in 2019 to 56 in 2021
• Recruits, hires, and coaches 10 direct reports, empowering them to independently manage 5 respective teams while providing high-level oversight and leadership to the entire Client Experience team including 4 directors.
• Monitors and manages Client Experience business units’ P&L, effectively reducing costs by 3.7% in 2021 and setting the pace to achieve a 5% cost savings in 2022

Amsterdam, North Holland, NL

• Led the Client Experience Partner and Management teams, ultimately providing best-in-class service delivery to a client portfolio including multiple Fortune 50/100/500 customers through a high-performing team of 150+.
• Leveraged proactive communication, consultative approach, and fleet management knowledge to build favorable relationships with 65+ key clients, ultimately driving greater loyalty and retention
• Engaged with clients, executive leadership, and account management teams to drive achievement of long-term strategic deliverables and business process improvements, resulting in increased productivity and client.
• Collaborated with diverse stakeholders, teams, and clients to craft targeted strategies designed to improve driver behavior, optimize fleets, reduce costs, and increase efficiency, and decrease fleet downtime
• Served as the final point of escalation for customer issues, taking responsibility for satisfying and retaining clients who have often turned to LeasePlan after poor experiences with prior fleet management companies
• Monitored and analyzed team activities, industry trends, and departmental metrics to resolve issues, determine root causes, and recommend quality improvements to reduce carbon footprint, improve fleet safety, and.

Amsterdam, North Holland, NL

• Served as the lead executive liaison between LeasePlan and 10+ accounts worth $500M+, ensuring strategic business alignment with diverse client needs
• Developed and guided the implementation of the US accounts business plan, achieving all financial targets including revenue, orders, and profitability by building a healthy pipeline of leads
• Collaborated with senior leadership, account executives, and fleet management professionals in a matrixed setting to drive client acquisition and retention
• Consistently aligned project execution and client satisfaction resources to ensure a VIP client experience throughout the sales, delivery, and service life cycle

Amsterdam, North Holland, NL

Hooksett, New Hampshire, US

• Strategically led client relationship development, ensuring 26 commercial clients and 500+ public accounts were fully leveraging the MFM platform to optimize fleet operations, reduce downtime, and save costs
• Engaged active listening, strong business acumen, and proactive communication to understand client business challenges, highlight relevant industry benchmarks, and nurture the customer relationship through meaningful.
• Relied on SME-level knowledge of multiple internal and external databases and strong partnerships to accomplish client goals as effectively and quickly as possible

Boca Raton, Florida, US

• Led 3 department managers and 20 associates while executing all aspects of retail store management including customer relations, visual merchandising, sales, inventory control, and P&L analysis
• Accountable for the initial training and ongoing professional development of 120+ sales associates, ensuring comprehension of effective sales and customer service techniques
• Established team sales performance metrics and departmental controls required for daily operations, shrinkage reduction, and budget adherence

Master Of Science - Ms, Social Work

Bachelor Of Science - Bs, Social Work