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 consumers. • 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 + FY26 projected realization. • 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 operating model to support digital and physical stores of the future and multi-year investment portfolio. - Captured +140bps of comp revenue through consumer engagement model within the stores channel and improved NPS +390bps while improving ecom conversion +50bps by launching enterprise-wide, omni channel voice-of-customer ecosystem.- Identified access to incremental 2M consumers/$2.0B sales via segmentation, drivers of retailer choice, and trip mission research.- Leveraged consumer segmentation insights and customer data to gain access to new product styles; projected + 130bps of comp revenue. - Drove +800bps improvement in consumer brand perception and identified + 80bps of incremental comp revenue by designing and launching transformational brand health platform. - Reduced annual operating expenses by $1M through agency rationalization and SaaS platform contract negotiations. - Drove +360bps employee satisfaction rate above enterprise average for direct team of 10 and led a cross-functional team of 12 and tapestry of 14 agency consultants to design omni-channel experience and market share improvement strategies. - Served as a member of Diversity, Equity and Inclusion council guiding customer strategies to improve brand perception.

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.- Captured +200bps of sales revenue and drove +430bps NPS improvement by launching voice-of-customer ecosystem and optimizing in-store associate engagement model while improving ecom conversion by +70bps.- Identified access to incremental 8MM consumers/$1.6B sales revenue via drivers of retailer choice, trip missions & fair share.- Activated quick, short-term CX innovation across 1,250 retail stores and gained 15 spots to #8 on Forrester top CX retailers. - Orchestrated ecosystem of digital/store/associate/customer innovation with enterprise leaders and strategy/experience/design agencies to activate vision. - Led CX Innovation COE that defines white space opportunities, prioritized roadmap, test & learn and commercialization.- Led a cross-functional team of 28, tapestry of 5 strategy/experience/design agencies and a direct team of 4.

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 corporate and franchise customer-centric culture shift through the launch of NPS & new in-store product selling model. - Led discovery, development and deployment of a contact lens portfolio, a consumer subscription model, an innovative accessories solution, and a consumer warranty program driving $20MM+ in topline sales. - Activated top-of-funnel store traffic for 30MM+ consumers by developing and leveraging product portfolio with top tier insurance companies, affinity groups and other health care partners. - As a member of the Senior Leadership Team, led a cross-functional team of 10 and a direct team of 2.

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 improvement in customer retention and +500bps improvement in NPS by launching voice of customer ecosystem. Developed NPS and sales improvement strategy achieved through customer detractor reduction, customer win-back strategy and bottom 10% sales performance improvement.- Leadership team member for Omni-Channel steering team to evaluate associate and customer experience opportunities. - Created Career Development programs for and led team of 10 direct reports.

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 commercialization kick-off presentation at annual conference.Promoted to identify, develop, and commercialize new products and services by managing the full product development lifecycle. • 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, content creation and leadership facilitation.• 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 +10% 5YR CAGR.• 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 the lab, and optometric services.Hired in to revitalize LensCrafters speed-to-consumer by identifying, developing, and commercializing products that include frames, lenses, contact lenses, accessories, revenue services from the lab, and optometric services.• 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 commercialization plan. Successfully managed $5M annual budget and led cross-functional team of 18.• 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 business strategy. Provided the vision for and managed the multi-year licensed and B2B product and marketing strategy. Developed 3-year strategic plan including marketing/product plans, entry/exit strategy for new and existing products and comprehensive sales forecast.• 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