Bair Consulting helps founders/senior leaders in e-commerce, energy, and SaaS build a customer experience and CX team they are proud of and their customers love. We do that through fractional leadership or on short-term engagements. Let us help you retain more customers that refer more customers!

- Executive level responsibility for 150+ person Customer Experience (Cx) team, 6 person B2B sales team (TEAMS), including an outsourced 100-person business process team (BPO)- Deliver $30m+ in annual net revenue through high-velocity sales to best-in-class healthcare organizations- Ownership of $4m annual budget, technology purchase decisions, and people management- Created continuous feedback loop on physical and digital products, NPS drivers, CSAT, and all customer touchpoints

- Executive level responsibility for 50 person customer experience team of directors, managers, and associates who deliver the best-in-class customer experience to FIGS Awesome Humans- Established career pathing framework and monthly variable compensation program to drive delivery of KPIs- Created and launched VoC (voice of the customer) program to deliver actionable insights, one of a kind surprise and delight program #FIGSLove, and additional support channels (phones, help center, and online chat)- Forecast all contact channels, manage staffing plan, and deliver on all recruiting/hiring/training- Created and launched quality assurance program focused on brand voice, customer resolution, and CSAT

- Responsible for strategy, leadership, and guidance for 70+ person Customer Success organization leading SMB, Emerging, MidMarket, and Enterprise teams including 6 Manager to Director level direct reports- Functional responsibility of retention of total portfolio value of 150m ARR- Owned the entire post Implementation customer lifecycle including delivery of advocacy outcomes, driving NPS response rate and score, feature adoption, and monthly success call strategy

- Responsible for Enterprise and Mid-Market CSM teams with Manager to Sr. Manager level direct reports with total portfolio value of 60m ARR- Launched renewal/upsell programs to drive growth, expansion, and retention- Designed and implemented account planning methodology to conduct stakeholder management and value-based adoption campaigns- Launched Culture Crew, Career Development program for Sr CSMs, and Account Planning

- Responsible for setting the vision and establishing the processes and culture to achieve the highest possible levels of customer experience for our members- Departmental ownership for Member Support, Inside Sales, and Sales Quality & Training- Managed BPO/outsource partners responsible for onboarding and sales- Established and owned the company’s customer experience roadmap and performance dashboards, including capabilities and customer expectations

- Owned customer retention strategy and results delivering 2m in monthly subscription revenue- Created 16-week Career Development and semi-annual cross-departmental Rotational program- Launched Net Promoter Score (NPS) survey and Surprise and Delight programs to measure and increase member loyalty- Led culture initiatives including co-chair of Inspire Culture Corps, Leadership Powers program, and Do The Bright Thing mentorship and charitable arm

- Joined venture backed, cleantech startup as employee 12 to build and scale Member Support, Inside Sales, and Inbound/Outbound Telesales- Managed multiple channel sales partners delivering up to 50% of monthly revenue - Hired, trained, and grew the team from 7 to 30 in Member Support and Inside Sales- Delivered high touch member support via phone, email, chat, and social media channels resulting in +40 NPS post contact- Implemented Inside Sales LTV based autodialer strategy resulting in 30% more contacts per day- Created variable compensation plans and quality assurance measures to deliver customer satisfaction, customer retention, and maximize productivity

- Channel marketing manager responsible for end to end management of the Inside Sales Acquisition and Retention generating $50-60 MM in annual revenue- Managed an internal team of 2 and an external sales force of ~30 agents to deliver on account acquisition and retention goals across multi-brand strategy- Created a positive work environment and actively groom team members to achieve full potential and drive high employee satisfaction- Strategically managed relationship(s) with 2 external vendors to achieve business objectives- Designed and implemented performance-based incentive programs to drive outcomes and achieve cost-to-acquire and NPV targets- Designed and implemented quality/call monitoring programs to ensure compliance with all national, state, local and company regulations- Architecture and deployment of channel infrastructure in conjunction with technology, operations, and external supplier- Created and maintained all documents needed to operate the channel including file layouts, scripting, FAQ’s, training materials, reporting formats, sales tools and vendor start up requirements - Coordinated with internal business partners in to generate forecasts and reports

- Led team of customer care supervisors, quality manager, training manager, vendor manager, and workforce manager to ensure they promote and maintain positive relationships with prospective and current customers as well as internal team of 30 person staff- Managed outsource vendor of 40 to optimize cost efficiency and customer experience- Ensure tracking and resolution of regulatory and formal complaints by overseeing interactions and by establishing/implementing new policies and procedures- Set, tracked, and reported progress against KPI goals including addressing performance areas as needed- Recruited, selected, and developed new and existing customer service team members- Championed recognition and motivational programs in conjunction with quality and training staff- Responsible for staffing forecast and budget in conjunction with finance and marketing projections- Developed retention strategy including internal incentives, talking points, and training documentation

Oversaw all aspects of a 50 person inbound call center. Directs include 4 supervisors and 41 inbound sales specialists.

Managed team of 10+ inbound call center representatives in a high production environment

Sold auto purchase and auto refinance financial products in an inbound call center

Outbound solicitation of consumer loan products including but not limited to fixed and ARM mortgages, lines of credit, credit cards, and personal loans.