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Customer-focused operations leader with deep experience extracting voice of the customer insights, optimizing business processes, and implementing technology solutions to deliver exceptional customer experiences and drive efficiency. Passionate about using data and analytics to reduce customer friction. Experienced at designing, implementing, and scaling initiatives with both an in-the-moment operational execution lens and also a long-term strategic lens. 20+ years experience at Sephora, AAA, Walmart, Home Depot, and other companies.Focus Areas:Customer Service | Customer Experience | E-Commerce Operations: Order Management, Fulfillment | General Management | P&L Management | Vendor Management, Business Process Outsourcing | Metrics, Analytics, Forecasting, Reporting | Voice of Customer | CRM and Technology Solution Implementation | Building and Developing Teams
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Senior Director, Head Of Customer Service Continuous ImprovementSephora 2017 - PresentNeuilly Sur Seine, Ile De France, FrLead customer experience (CX) team responsible for improving customer service quality and operational efficiency by extracting voice of customer insights, optimizing business processes, and implementing technology solutions.Collaborate with cross-functional partner organizations to design and implement initiatives that enhance CX and reduce contacts.Establish long-term customer service strategy, develop technology roadmaps, and influence executive team to secure investment and strategic program sponsorship.Define technology requirements and key performance indicators, assess and select vendors, and implement tools and technologies focused on contact management (telephony, email, chat, social media), including natural language processing (NLP) and artificial intelligence-driven capabilities. -
Director, Customer ServiceSephora 2015 - 2017Neuilly Sur Seine, Ile De France, FrManaged contact center vendor responsible for nearly all inbound contacts, providing leadership and program guidance for operations, quality audit, training, and workforce management.Developed telephony architecture, reporting infrastructure, and operational processes to meet or exceed targeted SLAs, and maintained targeted OpEx.
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Director, Strategic Operational ImprovementAaa Northern California, Nevada & Utah 2013 - 2015Walnut Creek, Ca, UsManaged team responsible for contact center operations, membership billing and card production, and warehousing and distribution.Implemented CRM system for service and billing operations. -
Director, Operations - Customer Service OperationsWalmart.Com 2011 - 2013Bentonville, Arkansas, UsLed team of Operations Managers responsible for improving the customer service experience and reducing customer service contacts.Identified root causes for customer contacts; worked cross-functionally to resolve issues through engineering development, process adjustments, and policy changes. -
Director, Operations - Fulfillment, Order ManagementWalmart.Com 2010 - 2012Bentonville, Arkansas, UsDirected team of Associates to ensure on-time shipment from fulfillment centers including direct ship vendor sites, facilities managed by third party logistics providers, and owned-inventory distribution centers.
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Senior Manager, Operations - Customer AdvocacyWalmart.Com 2008 - 2010Bentonville, Arkansas, UsManaged team of Associates responsible for reducing returns and customer service adjustments by ensuring that correct product was shipped on-time and undamaged.
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Manager, Operations - Customer AdvocacyWalmart.Com 2007 - 2008Bentonville, Arkansas, Us
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Business Leadership ProgramThe Home Depot 2005 - 2007Atlanta, Georgia, UsTwo-year general management rotation program across four functions:Marketing, Financial Services-Developed customer retention strategy for inbound call centers.e-Marketing, homedepot.com-Developed and executed the multi-phase launch of a holiday micro-site.Assistant Store Manager, Mid-South Region-Co-managed 130 store associates in support of Store Manager.Operations, Specialty Sales-Developed and implemented program to increase working capital efficiency by accelerating collection on past due accounts. -
Senior Analyst, Strategy And AnalysisDigitas 2002 - 2003Advertising agency and marketing services firm specializing in direct marketing-Evaluated the effectiveness of direct marketing efforts through determination of optimal creative design, incentive offers, channels, and timing.
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ConsultantMarketing And Planning Systems 2001 - 2002London , CoStrategic marketing research and consulting firm-Developed brand strategies and measured product performance through implementation and analysis of market research surveys. -
Senior AnalystLexecon 1998 - 2001Washington, Dc, UsEconomics and business consulting firm-Performed qualitative and quantitative research to develop models used to support expert testimony in litigation. Industry focus included cable television, utilities, and energy.
Jonathan Marr Skills
Jonathan Marr Education Details
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The Tuck School Of Business At DartmouthMba -
Yale UniversityEconomics
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Harvard-Westlake School
Frequently Asked Questions about Jonathan Marr
What company does Jonathan Marr work for?
Jonathan Marr works for Sephora
What is Jonathan Marr's role at the current company?
Jonathan Marr's current role is Customer Experience and Operations Leader.
What is Jonathan Marr's email address?
Jonathan Marr's email address is jo****@****hoo.com
What is Jonathan Marr's direct phone number?
Jonathan Marr's direct phone number is +141528*****
What schools did Jonathan Marr attend?
Jonathan Marr attended The Tuck School Of Business At Dartmouth, Yale University, Harvard-Westlake School.
What skills is Jonathan Marr known for?
Jonathan Marr has skills like Management, Cross Functional Team Leadership, Strategic Planning, Business Strategy, Customer Experience, E Commerce.
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