Jin Chang Email & Phone Number

Midvale, Utah, Us

Seattle, Washington, Us

• Led relationship with Family Dollar/Chesapeake Retail Media Group, including weekly creative reviews, weekly business reviews and strategic account planning for Swiftly’s ad tech SaaS product.• Developed reporting of ad campaign KPIs, including impressions, clicks, incremental sales lift and return on ad spend (ROAS) – presented results to both retailers and CPG advertisers.• Used Salesforce to create weekly revenue forecasts and pipeline reporting.• Negotiated contract terms with advertisers and led monthly billing reconciliation process.• Trafficked advertising both on and off-platform across app, web, email, push notifications and social media.

Chippewa Falls, Wisconsin, Us

• Served as interim head of Customer Care, leading team of 300 onshore agents on Five9 telephony system.• Created workforce management forecasting model that increased staffing level forecasting accuracy by 20%.• Made recommendations on customer care org, process and technology changes, including back-office work, real-time adherence, quality management, IVR enhancements and skill-based routing.• Analyzed historical inventory data and made recommendations to optimize assortment more closely with customer demand and improve inventory flow.• Developed financial model to calculate item profitability; inclusive of ad expense, warehouse holding costs and inbound/outbound transportation charges.

Eden Prairie, Minnesota, Us

• Led 400 agents onshore and 1,600 agents offshore (through two BPO partners) across nine contact centers and home agents to handle seven million sales and four million service contacts annually.• Provided workforce management requirements using budget and quarterly forecasts; developed hourly staffing intervals using promotional plans and trend analysis.• Revised quality scorecard and performance metrics to improve first contact resolution.• Collaborated with cross-functional partners by using agent feedback to drive business process changes that improved Net Promote Score (NPS) by 30%.• Implemented NICE inContact telephony platform and enhanced IVR, increasing authentication rate to 88% and deflection rate to 76%.• Managed $40 million budget that drove $900 million in company sales.

Eden Prairie, Minnesota, Us

• Led team of 120 planners across seven locations and implemented process changes that reduced average inventory by 60% over three years, while increasing in-stock availability; lowered clearance to 4% of total inventory and aging over twelve-months to 5%.• Collaborated with 3PL vendors (C.H. Robinson, Odyssey International) to ensure domestic and import inbound freight arrived on schedule.• Procured $1 billion in inventory annually from network of $1,500+ vendors.• Launched Active Community Manager platform to streamline vendor communications and consolidate vendor information (e.g., contracts, payment terms, incentives) into one database.• Led annual budgeting and monthly forecast processes, including final review with CFO.• Implemented Oracle Retail Demand Planning Suite (i.e., MFP, RMS, RDF, AP/IP) with design of new processes and roles to maximize tool capabilities, particularly automated replenishment.• Converted drop ship partners to CommerceHub platform, which increased fill rates by 200 bps and drove drop ship penetration from 22% to 41% of total sales.• Program managed the outsourcing returns processing to 3PL Optoro, including operational process design, technical integration and financial reconciliation.• Resolved issues with government agencies like U.S. Customs & Border Protection related to Bluetooth/HDMI/SD licensing and ETL/UL listings; and Consumer Product Safety Commission about concerns with private label products.

Minneapolis, Minnesota, Us

• Facilitated development of three-year strategic plan for home furnishings e-commerce retailer that identified multiple initiatives to create competitive advantage.• Led customer data analyses for clients, combining transaction history with website metrics and customer identifiable data to make marketing and merchandising recommendations.• Managed client’s ChannelAdvisor feed, developing enhancements to provide Google with specific shipping charges based on state of origin and destination of shipped items.• Improved retailer’s search results by increasing stemming and thesaurus entries with key words in Endeca.• Led Meijer’s e-commerce Operations team, managing staff of 20 with responsibility for Inventory Management, Logistics, Customer Care and Vendor Management.• Benchmarked small parcel carrier contracts and identified opportunities that led to 20% cost reduction.• Instituted inventory management best practices including aged inventory management, outdates, markdown cadences and turnover goals that led to 53% reduction in inventory in first year of implementation, while still growing sales.

Richfield, Minnesota, Us

• Commissioned primary customer research to assess consumer preference for new mobile service offerings and collaborated with business teams to bring best opportunities to market.• Developed strategy and launched program to activate mobile devices for business customers. Negotiated contract with third-party to provide mobile activation services and partnered with Best Buy for Business to ensure proper processes and technologies were established.• Used text messaging to measure customer satisfaction using Net Promoter Score (NPS) post-purchase.• Developed market sizing studies, competitive analyses and growth opportunity assessments of emerging businesses segments, including tablets, home broadband and home automation.

Richfield, Minnesota, Us

• Established new business function that combined technology trends and consumer research for new product launches.• Led series of cross-functional ideation workshops to brainstorm business opportunities.• Led cross-functional project to execute "Appliances for Cash" federal rebate program that drove +75% comp store sales.• Worked with A.T. Kearney to build processes, org structure, metrics and governance for new solution selling business model that was rolled out across enterprise.

New York, Ny, Us

• Managed staff of 45 with P&L responsibility of $750 million in apparel and accessories sales and inventory.• Led buying teams through budgeting and monthly forecasting processes.• Edited unproductive replenishment styles and reduced out-of-stock rate to less than 5% by focusing on fastest turning SKU-location combinations.• Implemented process to customize assortments by store based on the unique style and price point preferences of the customers in each market.

Minneapolis, Mn, Us

• Led merchant teams through the seasonal budgeting and monthly forecasting process• Created model to distribute $60 million of advertising using projected financial performance instead of historical allocation.• Led cross-functional team to plan and review performance of storewide events and direct marketing promotions. Used learnings to revise events calendar and improved company margin by $20 million.•. Led redesign of Regards Rewards loyalty program using qualitative research to refresh creative and implement new benefits.

Dublin 2, Ie

• Led analysis of 4,800 store-intercept surveys for Walgreen’s that identified six customer segments based on shopping occasion.• Managed planning and execution of $1 million consumer research project, developed attitudinal segments in partnership with Gallup using results from 3,000 surveys.• Served as Vice President of Marketing for iFlourish.com (e-commerce portal targeting Baby Boomers). Developed and implemented launch marketing program.• Developed comprehensive profiles for each of Best Buy’s major competitors, including detailed assortment and pricing assessments based on competitive shops.• Simulated competitive response scenarios to new product launches by Caterpillar and created risk mitigation strategies.• Led workshops with Carlson Companies executives that identified cross-business unit opportunities; two of which were implemented, including Gold Points loyalty program.

Mba, Marketing, Finance, Strategy

Ba, Economics