Lori Grenier Email & Phone Number

Seabrook, New Hampshire, United States

Seabrook, New Hampshire, United States

• Implemented a proactive Sales Support strategy to drive increased customer satisfaction and sales penetration.
• Developed process improvements to deliver consistent, superior service & sales support.
• Transformed a non-performing group into a team that achieves performance goals & embodies the organization's cultural beliefs.

Portland, Maine

• Spearheaded integration of Emery-Waterhouse into Emery Jensen, the new wholesale subsidiary of Ace Hardware. Strategized overarching plan, including timelines and processes, to grow and retain wholesale distribution.
• Led successful migration of 1,800 accounts, customized to each customer’s expectation, with 95% of customers migrating to Emery Jensen.
• Created 4-segment approach representing specific goals and tools to educate sales team and customers on benefits of migration to new warehouse facilities.
• Converted 105 customer POS systems from more than 12 POS vendors, and devised plan for another 87.
• Achieved 99% customer retention post-migration through new quality processes to expedite out-the-door quality, as well as revision of existing processes to support an inexperienced workforce.
• Consistently achieved customer service KPIs by resetting expectations, hiring new team members, and partnering with the training manager to deliver training sessions and experiences to achieve expectations.

Portland, Maine

• Drove all aspects of customer experience strategy to ensure success within a consolidating, increasingly competitive industry. Managed department of 13, including recruitment, hiring, staff development, and performance.
• Achieved exceptionally high 97% rating, with Net Promoter Score of 63%, after launching customer satisfaction survey with 3rd-party group; identified 3 key areas for improvement, and led efforts to address each area.
• Reduced time spent by sales on customer service issues 12% by redesigning customer service team and processes to improve support for inexperienced staff, increase productivity, and meet customer needs.
• Reduced paper orders 24% and post-show call volume ~40% by automating order placement for annual trade show and developing mobile ordering app, in partnership with IT, sales, and procurement.
• Generated top-line sales of ~$30M with strategic pilot project to enable ordering for Ace products concurrently with Emery product assortment.

Portland, Maine

• Directed all merchandising and customer relations initiatives, including relationships with 293 vendors. Oversaw 7 managers and staff of 23 for merchandising, as well as team of 13 for customer relations. Led.
• Increased net margin by.8% during economic recession by leading full-scale turnaround and upgrading team through leadership and team development.
• Improved promotional sales 24%, and achieved 12% sales growth with 1.21% margin gain, through vendor-backed promotional strategy supported by selected top 10 vendors.
• Increased share of business in top 100 customers 15% and attracted new customers by creating retail execution strategies, including merchandising techniques, seasonal product placement, promotions, and project sales.

Certificate, Leadership Development Program

Certificate, Disney'S Approach To Quality Service

Ba, Business Adminstration

Activities and Societies: Kappa Kappa Gamma

Certificate, Integrity Selling And Coaching

Certificate, Problem Solving And Decision Making

Certificate, Marketing Strategy