• Crave’s first CSM, Managed post-sales client lifecycle for 12+ enterprise retail accounts +$1M ARR. • Created mutual success plans and hosted monthly reviews, presenting progress towards KPIs, highlighting client wins and aligning on long-term goals that resulted in 100% client retention from 2022-2023. • Contributed to revenue growth by conducting business reviews, providing enablement, and showcasing value, resulting in a 115% increase in ARR throughout tenure. • Onboarded 2,500+ end users (from C Suite to sales floor) to adopt Crave via kick off calls and use case-based training sessions. Project managed complex SaaS and hardware rollouts.• Led change management initiatives include custom how-to documentation and train-the-trainer enablement, ultimately growing the adoption of Crave from 52 locations to 250+ within 2 years.• Served as the Voice of the Customer to 7 department leaders, relaying trends in product feedback and achieving an average 70% increase in product usage from 2022 to 2023. • Spearheaded various internal initiatives to improve efficiency and the customer experience, including: ⇨ Evaluated and presented recommended customer success software to company executives (including Gainsight, ChurnZero, Custify), then led the implementation of Planhat CS platform company wide. ⇨ Developed internal custom Zoho BI dashboards to analyze and report on performance datasets including usage and adoption. ⇨ Authored support troubleshooting guides and created short videos, reducing escalation tickets by an average +80% within 90 days and average ticket time to completion by +40% within 6 months. ⇨ Created a net-new onboarding program for new Crave employees across Sales and Support.Restructuring of company, position was eliminated.

• Spearheaded a client engagement program that grew returning customers from 0% to 25% in 120 days and generated over $150K in new revenue. • Directed a team of retail associates to provide superior customer experience, generating $1.1M in sales in the first 100 days, exceeding sales targets by an average of 30% per month from 2019-2020. • Enabled a team of 7 to utilize various retail tech platforms including Oracle Point-of-Service, Oracle Retail Insights (CRM), and Cisco Meraki mobile device management; Implemented in depth training for client relationship development, resulting in an average +10% increase in customer conversion YoY.• Acted as retail technology Subject Matter Expert for teams across North America, providing coaching, troubleshooting, and support content for teams to adopt various SaaS tools.• Analyzed data to inform KPI-driven, individualized success plans for sales team and to identify underperforming areas and potential areas of improvement within the customer experience.

• Introduced a client engagement strategy that grew new annual revenue by 15% YoY 2017-2019.• Overhauled new hire onboarding and mentorship for staff, improving employee retention by 33%.• Analyzed complex datasets to develop actionable insights to improve efficiency and performance including identifying upsell opportunities. • Implemented new strategies in CRM database management, leading the team to achieve the highest customer capture in the American division at 97%, and the highest rate of data quality at 95%.• Collaborated with senior leadership to establish annual budgets, revenue forecasting, and other strategic initiatives to improve sales and customer satisfaction (80%+ of monthly targets achieved/exceeded throughout tenure).• Acted as the escalation point for 13 retail locations, identified trends and created new playbooks (including engaging customers via email, upselling best practices, and CCPA compliance) to scale operational processes across the organization.

• Mentored 15 direct reports while helping 7 sales associates grow their client base to achieve new revenue quotas of over $1M per employee, representing~7M in annual revenue. • Spearheaded an initiative across 7 locations and +$150M annual sales to utilize SAP’s ERP (SaaS) and new data analysis which ultimately increased sales 20% YoY per product category per location. • Championed the adoption of a CRM across the division through large group training, resulting in an improved customer experience, and the highest customer data capture in the American market at 80%.• Drove adoption of supply chain operations playbooks to preserve accurate stock levels, resulting in best-in-division inventory shortage results (0.07% compared to average +1.0%).• Facilitated client and employee feedback to relay trends in product feedback to head office buying/allocation team, often supporting this feedback with in-depth SAP enterprise resource planning (ERP) data analysis. • Built strong relationships with Product, Operations, and Learning Development teams to support business development opportunities and improve service.

• Managed team of 8 associates and increased annual volume from $400,000 to $1.065 million and raised gross margin from 30-40% to 48-58% • Instituted company-wide clienteling efforts via email; driving client-based sales and immediate success on quickly announced promotions all of which increased sales to 65% of store’s annual volume. • Developed numerous successful in-store events that reward loyal clients, averaging at least one client event per month since 2008• Consistently met and exceed sales goals for in-store events for (4) consecutive years Achievements:⇨ Improved purchases coming from recurring client relationships from less than 20% of overall sales in first 30 days to over 60% of overall sales in years 4 and 5⇨ Recognized as top store in Southwest Region for 2009 & Manager of the Year for 2009, Best Increase Over Store’s Planned Trunk Show Sales 2009⇨ Increased profitability by managing operational controllable expenses; successfully improved inventory loss to less than 1%