Michelle Wickham Email and Phone Number
I’m an innovative Operations Executive and strategic partner with more than 15 years of experience, specializing in developing and implementing efficient operations, innovative products, and cost-effective systems to achieve current and future business objectives. I’m known for driving change, fostering operational rigor, and gaining buy-in from diverse stakeholders through effective communication and building a collaborative culture. My leadership style is rooted in authenticity and inspiration, generating trust, loyalty, respect, and results.In my most recent role at Nextbite (formerly Ordermark) as Senior Vice President (SVP) of Operations & Brand, I was hand-selected to operationalize the founders’ vision by leading training, account management, and operational excellence. I provided transformational leadership to the operations team, supporting virtual brands like Cake Cup Creamery and Packed Bowls. I built a team of up to 100, focusing on partner relationships and guest experience excellence while reducing costs and overhead.I led a significant transformation at Casey's in the prepared food and beverage business. I delivered substantial revenue and margin growth, significantly contributing to Casey's overall business success. I also revamped the menu strategy, introducing new coffee blends and innovative coffee machines.I championed revenue growth at Red Robin through off-premise channels, overseeing a 50-member team. I achieved remarkable catering growth and sustained high NPS scores by strengthening partnerships with field operations, making everyone feel included in Red Robin's food revolution.At QDOBA Mexican Eats, I led efforts to improve guest experiences, license growth, and overall profitability across a vast number of restaurants. We achieved consistent growth in B2B catering sales and created online catering ordering. Additionally, I recruited and coached restaurant and district managers to drive rapid market turnaround.My career also includes significant roles at Einstein Noah Restaurant Group, Seattle’s Best Coffee, T-Mobile USA, Inc. and YUM Brands, Inc., where I held various director positions related to channel growth, learning and development, new product innovation, customer experience, and asset management.With my passion for innovation and operations excellence, I look forward to continued success in driving growth and positive change in future endeavors.
Scooter'S Coffee
View- Website:
- scooterscoffee.com
- Employees:
- 779
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Vice President Of National OperationsScooter'S Coffee May 2024 - PresentNebraska, United States
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Senior Vice President Operations And BrandNextbite Jan 2021 - Aug 2023Iowa, United StatesI was chosen to spearhead the operationalization of a startup founders’ innovative vision, which involved enhancing training, account management, and operational excellence. My role encompassed providing transformational leadership to the operations team, from setting the vision to defining the strategy and executing it with precision. This challenging yet rewarding position involved supporting approximately 20 virtual brands, including notable ones like Cake Cup Creamery (a partnership with TikTok star Dylan LeMay) and Packed Bowls with rapper Wiz Khalifa.One of my notable achievements was a significant improvement in Nextbite’s Net Promoter Score (NPS), which increased by 32%, and Customer Satisfaction (CSAT) ratings, climbing from 78% to 91%. This was accomplished through process refinement and the implementation of top-notch onboarding, training, and accountability measures, which resulted in elevated enterprise account profitability and efficiency. Furthermore, I built and right-sized a team of up to 100 professionals, all responsible for managing hundreds of partner relationships and ensuring an excellent guest experience. This initiative not only improved the company’s performance but also boosted employee morale and engagement. By uniting the team around a clear vision, celebrating their achievements, and recognizing their contributions, I created an environment where everyone could thrive.Lastly, my strategic efforts led to a substantial cost reduction of $1.3M annually and a 50% decrease in overhead. This was achieved through the clear definition of Standard Operating Procedures (SOPs), the establishment of performance metrics, the elimination of redundancies, and the generation of actionable insights that streamlined operations. -
Vice President Category And Product InnovationCasey'S Jan 2020 - Dec 2022Ankeny, Iowa, United StatesCasey’s recruited me to establish and lead a new organizational structure geared towards the revitalization of a struggling prepared food and beverage business. Amid the challenges of the pandemic, my team and I executed a series of strategic initiatives designed to drive profitability and reshape the future of the business.During my tenure, we achieved a significant revenue milestone of $1.2B with impressive 61% profit margins. These results played a pivotal role in contributing to Casey's overall business, which reached a remarkable $12B in total revenue. One of my primary accomplishments was the creation and development of high-caliber teams across categories, culinary, research and development (R&D), and quality assurance (QA). Remarkably, we achieved this while successfully launching a stage-gated pipeline within the first year of my role, streamlining our processes and innovation efforts.Furthermore, I initiated a substantial pivot in our menu strategy. One notable transformation involved reimagining our coffee platform, introducing 4 new coffee blends, and implementing bean-to-cup machines across 2,100 locations. These changes were instrumental in enhancing the customer experience and driving growth in our beverage offerings. -
Vice President Of Culinary, Category, R&D Management And Catering GrowthRed Robin Apr 2018 - Apr 2020Denver, Colorado, United StatesI embraced the role with a vision to drive new revenue growth by optimizing and developing alternative business channels. This involved taking direct ownership of off-premise services, innovation, operations excellence, category management, culinary endeavors, and consumer insights. Managing a team of 50 talented individuals, I implemented a transformative approach that would shape the company's future.Within just 1 year, we achieved a remarkable 981% year-over-year growth in our catering business, setting new records for success. In addition, all other off-premise channels experienced a substantial 200% year-over-year growth in 2018. These results were made possible by our dedication to delivering on our brand promise and purpose, and I was proud to lead this significant change.In our pursuit of excellence, we made it a priority to maintain Net Promoter Scores (NPS) consistently in the 90% range, reflecting the high level of customer satisfaction and loyalty we achieved. Building and strengthening partnerships with field operations were instrumental in these accomplishments, ensuring that every aspect of our business aligned with our vision.One of the pivotal strategies we employed was to ensure that everyone’s voice was heard and that all team members felt included in Red Robin’s culinary revolution. This inclusive approach led to breakthrough results and a culture of collaboration and innovation.Additionally, we introduced exciting new offerings, such as a wing bar and dessert bag, which were well-received by our customers and contributed to our growth. The innovation didn't stop there – we also introduced the “fry cup,” which not only enhanced the customer experience but also reinforced driver loyalty and positivity. This holistic approach to change and innovation was a key driver of our success during my tenure. -
Vice President (Vp) – Company Operations | Senior Director – License OperationsQdoba Restaurant Corporation Feb 2015 - Nov 2017Denver, Colorado, United StatesMy journey at Qdoba began with a mission to provide visionary leadership across 3 major functions, overseeing 48 franchise locations, 72 corporate restaurants, and 600 catering franchises. Denver was my initial focus, where I led a significant turnaround for the Licensing, Catering, and Operations of 57 restaurants. This success in Denver led to a companywide promotion to replicate the same achievements.To drive the Denver market turnaround, I recruited and coached a dedicated team of 72 restaurant managers and 7 district managers. Through focused training, the creation of consistency, and the recognition of “Rising Stars,” we achieved rapid and impactful growth. In my expanded role, I was committed to improving the guest experience, fueling license growth, and boosting overall profitability year-over-year for 386 restaurants spanning 22 regions. I spearheaded an actionable plan that aligned with our lead, grow, and defend strategy, ultimately delivering the best performance across all consumer measures over 16 periods.B2B catering sales were another area of significant focus. I fast-tracked these efforts to achieve $70M+ in annual revenue and consistently achieved double-digit growth for 12 consecutive periods. Additionally, I introduced the convenience of online ordering for catering, making it easier for our customers to engage with our services.Throughout my tenure, we accomplished a significant improvement in guest satisfaction. This transformation was achieved through a strategic focus on food cost, labor management, and comprehensive training to enhance the guest experience. -
Vice President (Vp) – Channel GrowthEinstein Noah Restaurant Group, Inc. Mar 2013 - Jun 2015Denver, Colorado, United StatesI was instrumental in achieving substantial multi-channel growth by providing clear strategic direction, involving our team in necessary changes, fostering accountability, and ensuring the team had the tools needed for success. This approach revitalized both revenue and team engagement, resulting in performance levels that consistently exceeded our targets across various channels.One of our most notable successes was in reinvigorating off-premise catering sales, which had been stagnant. We achieved remarkable results with a 73% increase in revenue, taking us from $23M to $40M in just one year. This transformation was the result of a well-thought-out, 3-pronged approach that could be tailored to different target markets. We also expanded our food development efforts to further enhance our offerings.To enhance brand awareness, we decided to license our brand within businesses such as Aramark and Sodexo, extending our reach and recognition.Our focus on beverage sales also paid off significantly, with an impressive 158% increase. This was achieved by launching the Specialty Beverage Happy Hour promotion in more than 850 retail locations, effectively attracting customers and boosting sales.Overall, our dedication to growth resulted in a 19% increase in business, raising our revenue from $60M in the first year to $70M in the second year. These positive trends extended into our grocery and wholesale sales, demonstrating our ability to make a significant impact across a variety of channels. -
Senior Director – R&D / New Concept DevelopmentSeattle'S Best Coffee May 2011 - Feb 2013Seattle, Washington, United StatesI took the lead in spearheading the development of more efficient R&D processes, enabling us to work smarter and faster. One of my key achievements was building and leading a top-performing team, ensuring that our innovation efforts were aligned with Starbucks’ (the then-parent company) portfolio and their consumer packaged goods (CPG) strategy. We developed a range of products, including K-Cups, frozen lattes, and creamers, which expanded Starbucks' offerings in the CPG space.In close collaboration with chefs and the product development team, we harnessed the creativity and business insights of our team. This collaborative effort resulted in the definition of a new menu and a unique footprint that had a profound impact, contributing more than $40M in annual revenue across CPG, branded solutions, and national accounts.Additionally, I crafted a pantry of products to set the stage for a five-year forecast, which subsequently jumpstarted a remarkable 6% year-over-year performance improvement. This achievement was made possible by creating and executing a new calendar that guided our product development and innovation efforts. -
Director Of Enterprise Learning And DevelopmentT-Mobile Jan 2009 - May 2011Seattle, Washington, United StatesI led a 3-year, corporate-wide service program involving 2,000 retailers and 16,000 associates, with an initial phase generating $95M in revenue. To support this program, I established a dedicated training analytics team consisting of over 100 members, with a budget of $15M.One of our significant accomplishments during this initiative was a remarkable increase in employee engagement scores. We managed to elevate the scores from the 50s to the high 80s, indicating a substantial improvement in how engaged and satisfied our employees were with their work and the program’s impact. This achievement not only contributed to more positive work environment but also positively impacted the program’s overall success. -
Director – New Products Innovation | Director – Customer Mania | Director – Dynamic AssetsYum! Brands May 2000 - Jan 2009Louisville, Kentucky, United StatesThroughout my tenure, I led diverse teams in various projects and initiatives that made a substantial impact. One of the standout achievements was the development and nationwide rollout of “Original Recipe Strips.” This resulted in an astounding $1,000 increase in sales per store, magnified across 2,100 stores, totaling a weekly revenue of $2.1M.I also took charge of crafting a comprehensive dessert program, which we meticulously test-marketed in 25 stores. Our “Street Squad” initiative successfully streamlined new product development and rollout efforts by bridging the gap between Marketing, R&D, and our field operators.Moreover, I introduced the “Great Place to Work” program, which yielded remarkable outcomes, including increased sales, enhanced customer satisfaction, and heightened employee loyalty.In the quest for excellence, I translated the ethos of “Customer Mania” into a robust business program that brought about sustainable sales growth and marked improvements in our brand attributes. As a result, we achieved the highest CHAMPS award along with the highest consumer attributes. I also spearheaded employee development programs like “Service Basics,” “How to Sell,” and “How to Go the Extra Mile,” further solidifying our success.Our commitment to excellence and innovation earned us an Effie award for developing an inner-city television branding commercial.
Michelle Wickham Education Details
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SullivanCulinary Arts -
SccCulinary Arts
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Maria College
Frequently Asked Questions about Michelle Wickham
What company does Michelle Wickham work for?
Michelle Wickham works for Scooter's Coffee
What is Michelle Wickham's role at the current company?
Michelle Wickham's current role is Operations Executive & Strategic Partner: Visionary & Transformative Leadership • Talent Empowerment • Operational Excellence ➢ Innovating products and operations at every opportunity..
What schools did Michelle Wickham attend?
Michelle Wickham attended Sullivan, Scc, Maria College.
Who are Michelle Wickham's colleagues?
Michelle Wickham's colleagues are Corbin Miller, Bryan Dahlberg, Alicia Chavez, Connor Boisselle, Daniella Perez, Renee Justesen, Pqvv Vvsqbsg.
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