Vivien M. Wang Email & Phone Number

New York, Ny, Us

Fort Lauderdale, Florida, Us

Lead the charge in developing and nurturing strategic relationships with automotive OEMs, dealer groups, and service providers to deliver impactful learning solutions in the automotive industry. My role centers around managing key partnerships and ensuring alignment on project goals, timelines, and resources, ultimately driving success through effective collaboration across multiple internal teams.At RockED, we empower frontline dealership workers with personalized, data-driven micro-learning content on our innovative mobile platform, revolutionizing how the industry approaches training and development. I oversee the development of project plans, resource allocation, and the execution of seamless, on-time project delivery, while identifying new opportunities to enhance partner satisfaction and increase revenue.With a strong background in the automotive industry, I bring years of experience in program and project management, strategic business development, and driving operational efficiency. My work has been centered around fostering cross-functional collaboration, optimizing processes, and delivering tangible results for all stakeholders involved.I'm passionate about driving digital transformation and creating value through innovative learning and development solutions that not only enhance product knowledge but also improve soft skills and customer experiences. At RockED, I’m excited to continue shaping the future of automotive training and contributing to the success of our partners.• Develop and nurture strategic partnerships with automotive OEMs, dealer groups, and service providers to deliver impactful learning solutions.• Manage key partnerships, ensuring alignment on project goals, timelines, and resources for successful collaboration.• Identify new opportunities to enhance partner satisfaction and increase revenue.

Mahwah, Nj, Us

Established the Customer Experience Advocates team – the first dedicated field force for Volvo to elevate customer experience and Volvo brand experience. Successfully established a team of 3 CX regional managers and 11 CX advocates to bring tailor-made customer experience, product training and performance coaching to the entire Volvo retailer network. Designed Customer Experience performance coaching focus to enhance customer loyalty and retailer profitability as well as cement gaps identified in J.D. Power Syndicated Studies (SSI, CSI, and IQS) Implemented CX initiatives to enhance operational foundations for each customer touchpoint in the entire Customer Journey. Established CX accountability and responsibility at retailer level. Optimize the learning & development journey for Volvo retailers to better fit adult development needs and enhance training engagement and knowledge retention.- Achieved 4th Rank in J.D. Power Sales Satisfaction Index in 2023. YoY improvement in the Internal Customer Survey (OSAT) and NPS for sales and service.

Fountain Valley, Ca, Us

Revitalized the customer journey for Genesis as a luxury brand. Planned and executed cutting-edge projects to digitize retail sales processes at Genesis dealerships and drive enterprise-wide innovation. Spearheaded end-to-end management of key projects to optimize SSI and brand awareness of Genesis within the challenging premium segment. I collaborate with IT teams and vendors to streamline the reporting process and facilitate key decision-making. Established performance-focused KPIs for accurate monitoring of results. Designed interactive UI / UX features to improve Vehicle Delivery App’s performance and visibility.Highlights of accomplishment in this role include:- I aligned customer experience with company culture to re-design the sales process through the lens of a customer to elevate over CX: - I led dealer coaching projects to identify opportunities for improving SSI.- Improved CX by establishing a CX team at the dealership. - Leveraged technology to improve CX, such as customizable /personalized SMS.- Designed and implemented metrics to measure performance and ROI.

Woodcliff Lake, Nj, Us

Throughout my career as Senior Strategist, Network Planning, I headed end-to-end management of digital customer experience programs to revitalize sales process, brand experience, and customer journey. I conducted a detailed analysis of program results, translated results into understandable terms, and provided accurate data-driven reports to drive training initiatives. I boosted the profitability of MINI dealers by providing insight-based suggestions on relocation. I devised appropriate dealer networking to ensure optimal allocation of existing resources and leverage contract buyouts.- Establish retail standards and incentive programs for retail standards compliance. - Lead dealer performance management program Digital Mystery Shopping to improve MINI customer experience.- Lead in-store initiatives to improve customers experience and promote products and brand experience e.g. in-store digital signages.- Support the field team and dealers on guidelines and policies related retail standards.- Manage digital customer experience programs to improve sales process, brand experience and customer journey.- Analyze program results and provide insights to internal business partners in Training, Sales, and Customer Relations Management to develop holistic approaches

Columbus, Ohio, Us

In this national and field role, I oversaw $17million budget to promote Certified Pre-Owned businesses and boost the CPO penetration rate. I implemented national used vehicle retail strategy/incentive programs to drive business performance. I supported auctions, dealer off-lease grounding, and reconditioning by creating a robust approach in collaboration with a remarketing team. Provide training and coaching on used vehicle business to used car sales managers and advisors. Regularly reviewed business progress with leadership team at retail level. Prepared CPO business proposals to Headquarter in Germany and used car subcommittee (used car advisory board).

Woodcliff Lake, Nj, Us

Designed and executed an innovative evaluation process for all training courses and instructors to drive continuous improvements. Headed launch process to train and develop a highly skilled team of dealers. Captured and defined program requirements, orchestrated results-driven action plans, allocated available resources, and provided required assistance to ensure smooth execution of the program. Delivered hands-on leadership to a team of four professionals on all facets of program management.- Enhanced knowledge of sales consultants and maintained a competitive advantage through the successful launch of 5-Series Training Program with Austin, TX.

Montreal, Quebec, Ca

• Provided hands-on support to executive leadership for analyzing and compiling reports, handling schedules, and coordinating meetings.• Administered credit card management program via HSBC to ensure accuracy and transparency of credit expenses.• Recognized by executive management for demonstrating dedication and a strong commitment to work ethics, positive corporate image, and good employee relations.

Beijing, Cn

Created and delivered comprehensive national/regional sales programs and budget proposals while adhering to applicable policies and procedures. Supported the end-to-end management of national and regional CPO campaigns by working in close collaboration with central and regional Marketing Managers. - Developed and managed a team of seven professionals, established performance goals, and motivated team members to achieve both individual and team objectives.

Beijing, Cn

Key contributor to BMW Group’s long-term strategy in future investment in China from Joint Venture Partnership, Chinese automotive policies analysis, Board of Director & Shareholder meetings, and company Balanced Scorecard management. Worked alongside BMW Senior Leadership in meetings and negotiations with Government Agencies and JV partners. Provided macro economy reviews and local OEM studies for senior management. Worked as the key liaison for Shareholders and C-Suits for the Joint Venture to seek alignment and agreement on critical projects such as seeking manufacturing partners for clean energy vehicles, expanding plant for new model lines, and preparing end-to-end strategy for new product launches. Participated in meetings on behalf of the senior leadership team. Managed Steering Committee Meetings to ensure the achievement of company targets. Managed Board of Directors and Shareholders meetings to ensure the fulfillment of BMW’s long-range plan in China.- Successfully delivered results on manufacturing plant expansion options including potential Joint Venture partners to key Shareholders and Board of Directors from both sides of the Joint Venture.

Cn

Managed Board of Management committee meetings to ensure strategic alignment on the C-Suite level from production to retail operations. Key liaison for the Board of Directors of the Joint Venture. Key contributor in external communications for the President & CEO of the Joint Venture. Achieved Local Content regulated by the state within the first 2 years of BMW production in China. Successfully expanded supplier base in selecting Chinese local suppliers to further reduce manufacturing costs. Managed supplier selection, contracting, price negotiation, and supplier audit. - Achieved cost reduction of 21% from Henkel and 15% from BASF, two of our major suppliers. Managed manufacturing parts Localization projects to achieve state requirements.

Stanford Lead Business Program, The Pacesetter Cohort

Master Of Business Administration (M.B.A.), Finance