Michael Smith Email & Phone Number

Middletown, OH, US

Akron, Ohio, US

• Lead the customer & team member strategy, innovation & GTM agenda to drive revenue, shareholder value and brand differentiation.
• Created & implemented enterprise AX+ CX strategic framework and operational governance model to co-create innovation, prioritize investments, maximize market share impact and drive brand love with team members and.
• Identified $800M in incremental revenue through 1) Elevated Team Member Experience, 2) Differentiated Customer Experiences, 3) Operational + Performance Excellence and 4) Removing Complexity from the business. 2H +.
• Harmonize & unleash customer feedback across store, digital and customer service channels to drive short and long-term innovation, business model canvas, CX pipeline and enterprise prioritization that maximizes ROI.
• Optimized organizational structure for cross-functional team of 16 and direct team of 14 to deliver on enterprise strategies.

Coraopolis, PA, US

Led the transformational customer strategy and innovation agenda by setting the vision, designing, implementing, and sustaining a human experience across all customer journeys to drive acquisition, retention, sales & NPS.- Led the enterprise customer-centric transformation through Consumer Insights and Customer Experience strategy, innovation, and.

Bolingbrook, IL, US

Led the transformational customer strategy and innovation agenda by setting the vision, designing, implementing, and sustaining a human experience across all customer journeys to drive acquisition, retention, sales & NPS.- Set vision, strategy and prioritized innovation roadmap for retail and services omni-channel customer experience of the future..

Milan, Italy, IT

Leadership Team Member responsible for creating, designing & commercializing strategic, customer-centric innovations for Pearle Vision brand.- Led franchise strategy and innovation by developing and sustaining a robust innovation pipeline, launching new business models, and growing customer count via new channels and strategic partnerships.- Drove.

Milan, Italy, IT

The Senior Director of Customer Experience leads a customer-centric culture shift through the launch of Net Promoter System (NPS), a new in-store service model and customer journey mapping methodology to ensure all activity is led through the new culture.- Created and led the commercialization plan that drove $40MM incremental topline sales, +300bps.

Milan, Italy, IT

• The Director of Strategy & Product Innovation is responsible for identifying, developing & commercializing new products and services by managing the full product development life cycle. Leads the annual.
• Supported 3-year strategic planning process by identifying industry and consumer trends and innovation opportunities. Participated in cycle of strategic planning process and supported via ideation, data analysis.
• Led two innovation cycles, prioritized concepts based on impact/feasibility and developed products within e-commerce, insurance product and a mobile clinic concept. Products supported the brand’s value proposition and.
• Led a cross-functional team of 14 and led a direct team of 2.

Milan, Italy, IT

• The Director of Innovation and Commercialization is responsible for successfully identifying, developing and commercializing new products that include frames, lenses, contact lenses, accessories, revenue services from.
• Drove $80M incremental topline sales annually and +500bps improvement in NPS by leading service level strategy & innovation including discovery, business case, proof-of-concept, capital plan, executive alignment, and.
• Led consumer-facing digital platform commercialization plan that drove +200bps improvement in customer growth, $25M improvement in cost savings and +300bps increase in customer satisfaction.

Boca Raton, FL, US

• The Senior Brand Manager of Licensed and B2B Segments is responsible for leading and managing global in-license, out-license and B2B business units through profitable portfolio development, marketing planning and.
• Captured $30M incremental topline sales within new channels by identifying retail opportunities via market research, consumer segmentation, IRI syndicated data and other secondary data sources.
• Established and maintained performance expectations with 4 direct reports and created personal development plans.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Business Administration - Bba, Marketing/Marketing Management, General