Jessica Clements Email & Phone Number

Indianapolis, In, Us

Indianapolis, Indiana, United States

Voice of the customer experience that bridges business growth between marketing & operations by telling the story of the Valvoline Instant Oil Change (VIOC) customer - current and future – for all 1600+ locations across the US and Canada!I'm proud to be responsible for:• Managing the Customer Satisfaction Program • Managing VIOC's transactional survey program and the vendor relationship• Increasing store employee commitment to improving customer satisfaction and celebrating successes when we deliver a great experience in-store• Implementing program enhancements.• Delivering actionable insights from the survey that help us drive measurable improvements in the business• Providing Leadership to Customer Insights Team • Establishing an Insights team, assembling the owners of all sources of voice-of-the-customer (VOC) feedback to gain a deeper shared understanding of issues, trends, opportunities and areas of success• Assembling previously siloed data streams into a single view. Make VOC data available widely throughout the organization• Refining the customer journey map to uncover and improve moments of truth• Facilitating an understanding of what is important to the customer and how the organization is performing relative to customer needs• Driving Implementation of Solutions• Partnering with Operations, Training, Marketing, Technology, Customer Care, Project Management to refine action plans and implement initiatives• Partnering with Customer Experience on in-store messaging and operations processes.• Monitoring the in-market performance of specific initiatives.

Fishers, Indiana

I oversee, develop, and execute all “leader to manager” development courses: Situational Leadership, Change Management, Team Performance Model, Fierce Conversations, and DiSC. I generate over $80M in annual revenue annual through successful management of over 100 employees, leaders, and managers with a focus on improving the customer experience from sales and customer service to marketing and public relations. I also modernize strategies in marketing, community partnerships, and in-store events. Additionally, I act as representative in organizations boosting employment for youth and underserved communities.My proudest achievements include:♦ I successfully scouted and developed several new leaders, resulting in 16 internal promotions. ♦ In one year, I improved productivity key performance indicators (KPIs) 12%, reduced labor costs 3%, and increased employee engagement scores 20%. ♦ I reversed visitation decline to an 8% gain in over one quarter. ♦ I led the business to rank in the top 5 nationwide in customer experience KPIs.

Indiana

I oversaw annual statewide strategic planning and orchestrated partner venue alignment with marketing, training, and hiring practices. I produced $30M in annual revenue through leadership and consultation to 20 licensed managers and owners of Starbucks stores across Travel & Hospitality, Grocery & Retail, Healthcare, and Higher Education. I also designed and implemented innovative organizational designs, routines, and operations programs for labor, food, and inventory management. And additionally, I acted as community liaison to all Indiana partnerships, serving to boost employment in underserved communities, youth, and veterans’ affairs, and establish a socially responsible company culture. My proudest achievements include:♦ I received awards of “District Manager of the Year” and “District Manager of the Quarter” through consistent reducing statewide turnover by 12% and exceeding quarterly sales. ♦ I efficiently onboarded three Vice Presidents of Store Operations.♦ I spearheaded several state, regional, and national projects, including a national coffee quality initiative and cross-brand partnering programs with regional hotels. ♦ I was hand-selected for numerous advanced training initiatives, including “Origins Experience” in Costa Rica for education on ethically sourcing and producing coffee and “Leadership in Action” for accelerated development in executive-level strategic planning, leadership development, and risk assessment.♦ I was promoted through roles of increased scope and accountability, advancing from Executive Regional Coordinator (2007-2011) through Interim Regional Director (2016).

Indianapolis, Indiana Area

Consultant for clients’ marketing and internal communications growth strategies.• Managed all branding, public relations, e-marketing, and event promotions for Mobius’ leading client, a non-profit trade association for the contact center industry.• Cross functional partner with the Sales Director and vendors achieving +$200k in sponsorships annually. • Increased attendance at 3 annual events by 20% and doubled the association membership in less than 1 year.• Speech and publication composer for the Chief Executive Officer for over 25 events and articles.