Matthew Lambert Email & Phone Number

Boston, Ma, Us

Marlborough, Ma, Us

Leading a Continuous Improvement Center of Excellence to deliver enterprise wide operations transformation support and coaching/teaching best practices of lean six sigma/reengineering, scientific thinking, change/project management into the cultural DNA of BJ’s as a living/learning company. Goal to drive meaningful impact to end club members, develop our team members, optimize e2e processes and accelerate speed and adoption of tech innovation and automation.

Boston, Ma, Us

Built out and leading a program to transform operations through end-to-end reengineering and continuous improvements in people, process and tech enablement using Lean Six Sigma / Hammer, Agile project management, intelligent process automation (RPA, OCR, ML, AI, etc.) and collaboratively drive change management with a stellar team of motivated and innovative leaders and staff.

Boston, Ma, Us

Specialized Service - Customer Service Outreach• Directed execution of merger of 2 customer service organizations (200 FTEs), including outreach SOPs, training, tech enablement, and metrics / incentives. Co-developed strategic roadmap to increase specialization and ownership to increase customer experience and reduce handoffs to drive cost efficiency. By the end of 2022 achieved consistent 30% faster resolution times, improved customer NPS and PCSAT (5% lift H1 to H2).• Led service operations pilot for Wayfair Credit Cards in collaboration Fintech & Loyalty marketing, product and engineering to be voice of customer and improve tech support. Reduced avg time to first outreach from 30 days to <1 day, implemented issue logs and ticketing prioritization to set up standard and scalable processes.• Built a strong analytically minded leadership team through retooling weekly/monthly business review processes, teaching deep dives to own your metrics and P&L, delivered results regularly in GM/exec meetings. • Peers said "Matt excels at taking a long view of our processes and working to understand the potential ROI in order to develop priorities. I see Matt make decisions quickly but thoughtfully, always thinking of the team impact and preparing for potential risks.”Perigold Concierge Service• Successfully designed and executed from pilot test to full operation of multichannel service model for Wayfair’s luxury brand Perigold achieving 3-6% lift in customer experience metrics (CSAT, resolution rate) vs. comparables and ranked #1 performing site in Q4’21.• Enabled store based phone routing, built dedicated queues and revised SOPs to reduce internal transfers by -50%. • Drove a 40% reduction in phone handle time via shadowing agents, data analysis, real time outlier reports and coaching.• Partnered w/ Product Management, Engineering and Workforce management teams to launch an automated ticket and automated call process for proactive CS outreach.

Boston, Ma, Us

Internal management consulting strategy and execution team leveraging operations strategy, big data analytics, process improvement and program management to lead rapid deployment of innovative solutions to drive meaningful kpi impact to customer experience and service support operations.• Led cross-functional transformation of a new centralized service team managing support for drivers on day of delivery. Streamlined operating model led to -40% reduction in call wait times with -50% reduction in overhead.• Drove and enabled a new service process, removing 40% of the effort required to resolve downstream replacement parts. Reorganized team structure, defined workflows, training and performance management to scale from 15 to 50 FTEs.• Implemented a KPI performance coaching program and reporting that drove 20% gain in team productivity in 1 month.• Established field incubation team, which enabled rapid testing and feedback on new service tech features and processes.• Developed a strategic roadmap to reduce service phone handle time -10% in partnership with R&D, service and business intelligence. Identified opportunities and managed execution of test and rollout plans for tech and coaching initiatives.• Successfully converted and optimized the daily performance reporting from excel to a cloud based Tableau platform. Enabled more reliable data visibility and reduced analytical burden from managers to coaching to agent specific insights.Co-founded Frontline Journey Improvement Team (Oct'20)• Drove step change improvements in data visibility and actionable insights for service leadership by building out self-serve financial and operational performance dashboards and opportunity identification from metric deep dives.• Redesigned daily leadership huddles process to reduce metric variance across sites and accelerate best practice sharing. Created an issue log process and tools to enable collaborative feedback and communication paths with partners.

My wife (CEO) and I (CEE-chief everything else) formed the company to fill a customer demand for quality lightweight statement jewelry and to create jobs for women in Esmeralda's home country, Dominican Republic, to empower them to create and manage their own teams, while still being able to care for their children and families at home.• We started with 1 woman artisan and a few designs on a table at craft fairs and grew into wholesaling in over 35 high-end boutiques in 4 states. • Pivot and expanded to physical retail with adding curated collections of handcrafted jewelry and gifts from small family businness around the world and opened stores in MA in Cambridge, Boston, Chestnut Hill, Natick, Newburyport, Rockport and in Salem, NH.• In 2015, we were recognized as “Rising Stars” in Babson College’s Alumni Entrepreneur Hall of Fame awards and won Best of Boston Accessories awards in 2016 and 2017.We decided to close operations in 2021 after a year into the COVID pandemic of pivoting our business model to ecommerce and changing our product offering (early provider of woven face masks from women owned manufacturer in LA, curated handcraft gift sets) and the birth of our 2nd child. We appreciated support and learnings that we have leveraged into our corporate jobs!

Chelmsford, Ma, Us

Leader in insight-driven multichannel marketing services• Led data analytics strategy and customer engagement consulting for largest revenue CPG / Retail client (B2C & B2B, 3 divisions, 12 brands) driving $60M+ in CRM generated incremental sales in ecommerce and stores.• Managed incremental sales and customer engagement reporting and insights on 100+ traditional & digital life stage triggers, promotional events, and loyalty programs across email, direct mail, social and onsite.• Championed Tableau report automation and reinvested savings into advanced analytics and targeted contact strategies. • Designed direct mail prospecting solution to model best customer lookalikes around store trade areas using known customer data + third party data, optimizing response ROI.• Directed 5-10 mid to junior analytic consulting staff responsible for operating margins, utilization and career growth.

Chelmsford, Ma, Us

• Negotiated multi-million dollar database and marketing agency services contract renewal for a leading US retailer.• Orchestrated a 30-60-90 day operational turnaround to improve performance, processes and client satisfaction.• Developed business proposals to sell advanced analytics expertise for data enrichment, predictive modeling and test and learn frameworks. Models in place to improve audience segmentation and test relevant messaging and offers.

Chelmsford, Ma, Us

• Designed and executed organizational change resulting in 15% improvement in labor utilization.• Led a Lean task force across 4 business units which reduced errors / processing times and improved workflow standards.• Piloted offshoring commodity services resulting in 50% savings on a key account. Modeled a 30% savings when rolled out.• Directed initiative to evaluate partnerships, screened 30+ prospects and managed 3+ active partner relationships. • Nominated twice as 1 of top 100 leaders in Harte Hanks to represent Analytics at corporate leadership conferences.

Burlington, Ma, Us

Consulting firm that specializes in strategic environmental services, underground engineering, Lean and sustainability consulting to the built-environment. Serving clients in the aerospace, automotive, education, health care, property development, manufacturing, utility, and heavy infrastructure markets in the United States and abroad.• Evaluated, designed and implemented strategic business initiative plans for top corporate investments in emerging business services and applications of technical innovations.• Improved the corporate strategy planning process by providing market intelligence and business analytics for more robust data-driven decisions to manage portfolio of investments. • Developed business strategy and managed action plan to go from concept to cash in 3 months for cutting edge technical applications of environmental molecular diagnostics and biosensors. Collaborated with published scientific expert, designed business model experiments, conducted test pitches and secured client and research partner paid opportunities.• Led an early stage Lean consulting services practice to collaboratively evaluate and adapt offerings, customer segments, partners and revenue models to be on pace to double sales in 1 year and position for profitable and scalable growth.

• Received "Graduate Student Leader Award" of the One-Year MBA Class of 2011 for distinguished and outstanding service to the graduate student population.• VP, Energy and Environmental Club & Conference Board. Co-Founder, Babson E&E Alumni Network.• Co-Director, Net Impact - Babson• Hult Global Case Challenge 2011 - business models to impact the global water crisis, team selected to regional final• Coach, Babson Coaching for Leadership and Teamwork

Plymouth, Mi, Us

Member of Babson MBA management consulting team working with Fraunhofer Center for Sustainable Energy Systems - TechBridge cleantech incubator program.• Developed potential U.S. commercialization and partnership strategies for a micro-algae biomass cultivation technology.• Researched value networks, conducted interviews, and identified key metrics aligned with customer needs.

Member of Babson MBA management consulting team.• Managed research of market segmentation and industry valuation for a thermal soil remediation technology firm.

San Francisco, Ca, Us

Research Associate (promoted from Senior Analyst in 2005) working for leader in economic and financial consulting and expert testimony to attorneys in complex business litigationProject Management / Analytical and Quantitative Skills• Managed project teams to build and conduct financial/economic analyses, developed statistical models, and wrote and presented reports to clients across practice areas in securities, antitrust, and intellectual property litigation matters.• Worked directly under a Principal to lead a team of analysts in damage evaluation of a gasoline producer in alleged ground water contamination. Managed strategy, research methodology, and presentations to clients and expert. Led to favorable settlement.• Directed a team of analysts in financial and statistical analyses of underwriters and trading behavior in a landmark case of over 300 IPOs. Resulted in savings of millions of dollars in alleged damages.Leadership / Firm Development• Head of Analyst Training overseeing four offices, 2006-2009. Directed 40+ trainers in two-week orientations for 100+ new consultants.• Spearheaded task force to reorganize firm-wide training, created consistency and apprentice systems.• Co-founded an analyst driven monthly best practices sharing series, which supported continual knowledge transfer.

• Invested and consulted in launching a family yoga studio in San Francisco from napkin idea to entrepreneurial strategy, financing, marketing, and physical “green” site renovation • Assisted in decisions on cash flow maintenance, contract negotiations, marketing cost-effectiveness, and investment risk.

Woburn, Massachusetts, Us

Senior Research Associate (promoted from Research Associate in 2003) working for industry leading firm in education and adherence programs that help patients stay on prescribed chronic drug therapy.• Head of analytics team; improved methodologies resulting in potential for $7-12 million in increased revenues.• Managed and presented results on market studies to top drug manufacturers including an analysis of a national Direct-To-Consumer marketing campaign, entrance/launch of a new drug, and a coupon incentive program.

Mba, Entrepreneurship

Certificate In Power And Influence For Positive Impact

M.S., Resource Economics

B.S., Resource Economics