Returned to Macy’s to lead exciting program to modernize POS, clienteling and digital outreach, High touch selling and contact center tools under a Unified Commerce vision and strategy.• Cloud first, common business logic embedded microservices, AI/ML capabilities, CX/UX led design.• POS: Delivered strategy/vision, RFP Vendor Selection, and leading implementation with ownership of functional/Product, experience and store readiness and change management.• Clienteling/Outreach: Delivered strategy vision, RFP, and vendor selection.• Contact center: 80% migrated to new user experience resulting in improved colleague and customer satisfaction and substantial savings.

Assisting technology companies targeting the retail industry including “go to market” strategies, strategic account planning and product direction.

As a senior executive for an iconic $25B retailer, I directed an 80-person team of product management professionals who defined a customer-centric product experience across all points of contact, from brick and mortar to digital sales channels. As a Group Vice President, I reported to the Chief Digital Officer/Chief Product Officer and oversaw eCommerce systems, store systems, customer care systems, and Omnichannel fulfillment. I also served as a key decision maker over the group’s $70MM annual technology investment portfolio, comprising POS, CRM, Oracle Service Center, IBM WebSphere App, eCommerce servers, Microsoft Power BI, big data analytics, and multiple Java applications. I was also given the challenge of driving the company’s transition from reliance on business analysts and legacy waterfall development approaches to a product ownership culture founded on Agile methodologies, including Scrums, User Stories, Sprints, and iterative, value-based product delivery using Jira and Jira Portfolio. Some of my achievements at Macy’s that I would like to highlight include:• As the executive sponsor, I spearheaded the planning, design, implementation, and launch of Macy’s “Buy Online, Ship to Store” program, which delivered sales of $183MM in 2018 and $411MM in 2019. • I Led a full-lifecycle project to overhaul the company’s Store Tasking and Workload Management Systems. This program combined over 60 applications into a unified framework with an Android multi-function device replacing a hodgepodge of legacy hand-held tools. • I conducted the pilot project for Macy’s first Point of Sale (POS) self-checkout kiosks at six stores. The test sites exceeded planned performance metrics by 20%, and the program quickly expanded to over 30 locations. • Created the strategy and project plan to migrate in-house developed inventory and order management systems running on mainframe platforms to a modern, Cloud-based, microservices oriented, unified architecture.

Reporting to both the president and chief marketing officer, I was held accountable for the full Profit and Loss (P&L) of Beall’s eCommerce business. I supervised a staff of 80 marketing and eCommerce professionals who drove the transformation from multiple silo channels to a seamless, customer-centered, digital experience for the company’s retail clients. I was also in charge of both online and traditional marketing programs as well as the company’s Web, Social Media, and mobile presence. In this role I utilized Agile techniques to analyze market requirements and iteratively deliver new products, policies, staffing, and technology to support the company’s Omnichannel approach to customer acquisition and retention. Some of my achievements at Beall’s that I would like to highlight include:I planned, analyzed, designed, developed, and deployed an Omnichannel, points-based loyalty application that engaged with the customer no matter how they shopped or paid. This awards system was constructed on internally modified third-party software and exceeded customer enrollment targets by 20% in the first year. I grew revenue by double digits from Beall’s eCommerce storefront and third-party eCommerce partners by restructuring online sales and marketing programs to put the customer at the center of the online shopping experience.I created the strategy and project plan for expanding and centralizing Beall’s eCommerce fulfillment infrastructure, which reduced order processing and shipping costs while improving customer satisfaction.

I was recruited to build a new organization under the company’s Chief Strategy and Innovation Officer. This group was tasked with using Agile methods to research, identify, and develop novel strategies, processes, and systems with the potential to transform the way the company conducts business. Working across functional boundaries, the Strategy and Innovation team delivered a comprehensive five-year vision, and identified 22 separate initiatives, which would keep Macy’s competitive in the rapidly evolving retail and consumer goods market. Some of my achievements as the Senior VP of Strategy and Innovation that I would like to highlight include:I conceptualized and provided program management support for the development and roll-out of Macy’s “Backstage” off-price/off-mall store format. Six of these “Backstage” stores opened in the Fall of 2015 as a result of this initiative.My team identified potential partners and provided program support for a joint venture with Fung Retailing Limited, which enabled Macy’s to establish it’s first digital presence in China.The Strategy and Innovation group researched ways Internet of Things (IoT) devices could enhance targeted marketing, improve customer service, and augment available product information for brick and mortar stores, as well as mobile and online shopping. I came up with the strategy, vendor criteria, and implementation plan for using “Beacons” (Bluetooth wireless devices) to communicate automatically with customer’s smartphones while they browsed the store.

Reporting to Macy’s Chief Omnichannel Officer, I acted as the program sponsor and Steering Committee leader for Macy’s Omnichannel 2.0 Strategy/Transformation program. That project delivered a five-year vision, detailed roadmap, and investment plan to guide the company’s evolution to a customer-centric retailer. I devised ways to leverage Omnichannel tactics to improve order processing, order fulfillment, inventory control, online sales, social media marketing, and the customer’s in-store experience. I also directly supervised a group of 18 management consultants and had “dotted-line” control over hundreds of employees across the organization. Some of my achievements as the Senior VP of Omnichannel Strategy that I would like to highlight include:I was responsible for the strategy, design, implementation, and release of Macy’s Store Fulfillment initiative including same day delivery and buy online pick up in store, which resulted in $1B+ in annual alternate store fulfillment, higher gross margins, and increased inventory turn. “My team instituted the multi-year Omnichannel Merchandising Systems Program that resulted in a $100MM investment in updated merchant systems and processes.

As a direct report to the president of macys.com, I championed the company’s eCommerce Accelerated Growth Strategy (AGS) program, which provided the overall vision and annual operational roadmap for macys.com’s Web and mobile eCommerce site experience. The AGS program combined Macy’s online and brick and mortar presence into an integrated Omnichannel retail storefront. I also formulated enhancements to the fulfillment infrastructure, merchandising systems, and support functions. My group defined and managed macys.com’s portfolio development and acquisition process to ensure POS, hardware, and software technology aligned with the business’s digital strategy. In addition, I was responsible for the company’s relationship with an external management consulting firm. Some of my achievements in the eCommerce Strategy/Integration role that I would like to highlight include:The AGS initiative enabled macys.com to expand sales at a rate three times the retail industry average.architected and instituted a company-wide portfolio management process, and underlying systems, which tracked capital spending and made sure technology acquisitions aligned with corporate priorities.

In this position I was the business owner in charge of the macys.com Website, including Web development, content creation, production, and managing the reservation/fulfillment operation teams. I headed up the development program to update and enhance the Website’s features and functions. This consisted of evaluating and selecting platform vendors, defining user requirements, laying out the front and backend architecture, designing the user interface, implementing the software, stress testing, and deployment. I also produced and maintained up-to-date product catalogs, pricing, promotions, customer service options, and other relevant consumer information.

In this role I was answerable for all aspects of Federated’s order management/reservation and fulfillment systems for both the direct to consumer and in-store businesses. I coordinated a project that spanned multiple organizations to modernize and enhance the underlying technology supporting the ordering and fulfillment applications. I was also a key member of the team that expanded Federated’s fulfillment network, updated the Federal Trade Commission policy monitoring and compliance, tightened credit card fraud controls, enhanced merchandising systems, and evaluated third-party suppliers

AP, store Systems/POS/Product Management