In this role I am responsible for building, training, and leading a team of XM and Marketing specialists to collaborate on and execute against initiatives and strategies designed to understand and decrease churn, increase new and same store sales, and increase referrals. I also create and assist in the development and implementation of major strategic initiatives involving new and same store sales growth, customer/consumer experience, loyalty, SEO, digital marketing, and Research and Development.

In this multifaceted role I facilitate a wide range of special projects related to IT, marketing, vendor management, and data analysis to drive insight on key financial metrics and support business development goals. I lead teams in creating innovative solutions designed to improve business processes and boost profitability. I am also the primary architect of a range of data dashboards and translation of executive objectives into straightforward, actionable findings which can be communicated organization-wide.• I launched our Retail Consumer Attrition metric which was adopted as a quantitative measure of the success of some of our key business initiatives. I received the Hunt Advantage Group “Excellence” award for this work.• I coordinated a major project to review and analyze key account point of sale data in collaboration with QualPro management consultants and addressed an insight gap related to drivers of same-store sales growth.• I developed an easy to use margin calculator designed to better enable our customers to meet sales and profit objectives, and which supported marketing in accurately establishing accurate data used for revenue and ROI forecasting as well as certain special initiatives.

In this role I acted as an Insight Team leader and customer advocate and was tasked with championing the entirety of customer journey from awareness to loyalty. I actively identified and resolved gaps in the customer care process and generated action plans to better align customer needs with organizational performance. I directly shaped operational program enhancements and monitored/addressed performance metrics.• My primary responsibility involved direction of an eight-member cross-functional team composed of customer experience, operations, marketing, and community outreach specialists. I also leveraged my coaching skill to support the professional development of student interns.• As Experience Manager I overhauled the custom marketing process previously used in the creation of promotional campaign content for short-duration feature products, which reduced the campaign creation lead time from two weeks to one day.• I developed and implemented dashboards driven by Experiential and Operational Data to improve our case resolution rate and # of active cases.

At Pizza Wholesale of Lexington I was tasked with growing the regional Hunt Brothers Pizza retail network. I continuously prospected high-potential leads, maintained a large, up-to-date pipeline across a range of customer pools, and provided marketing materials and product demonstrations to potential new owners. I led the upskilling of new sales team members using industry best practices, and guided the team as we equipped customer locations with the range of marketing materials, equipment, and training to support long-term profitability. In the event of customer service issues, I owned the complaint resolution process and drove toward rapid, mutually satisfactory resolutions.• I headed setup, equipment and supply procurement, and procedural training for new Hunt Brothers Pizza locations. Those locations generated a combined total of $2MM revenue in less than 33 months and remain actively profitable.• Earned the Hunt Advantage "Excellence Award" for demonstrable skill and leadership in execution of on-site training programs, outstanding responsiveness to location owner needs, and for efforts supporting profitable growth.

As head of the Supply Chain at Royal Crown I managed a bottle and can production line for more than 180 SKUs representing a production volume of 6MM cans annually and more $8MM in profit. I had a dual operational and account management role requiring both production and customer-facing expertise. Production responsibilities focused on weekly demand planning, inventory management, sales forecasting, materials procurement, and shipping logistics. On the customer side, I acted as liaison for key accounts, initiated process improvements for partner brands, and ensured active communication of customer needs to senior management and appropriate functional departments.• Liaised weekly with senior staff across sales, production, shipping, and operations to promote effective demand planning strategies and attain aggressive growth targets as outlined in our strategic plan.• Managed a range of customer accounts for top brands and ensured smooth communication, timely order delivery, and led a variety of special projects related to forecasting, promotions, allocations, and production processes.• Yielded a reduction in out-of-stock events for the Red Bull brand from 5.76% to less than 0.2% while remaining within budget and simultaneously reducing necessary fuel consumption allocation in following year budget.